Skip to main content
EVENT TRACKER
Keep track of rescheduled, canceled industry events with our COVID-affected event tracker - Powered by Snap Finance
Close
Sister Publication Links
  • Rubber & Plastics News
  • European Rubber Journal
tb-logo
Subscribe
  • Login
  • Register
  • Subscribe
  • News
    • OPINION
    • CORONAVIRUS
    • AUTO INDUSTRY
    • BUSINESS/FINANCIAL
    • COMMERCIAL TIRE
    • FACTORY FIXES
    • GOVERNMENT & LAW
    • INTERNATIONAL
    • MOTOR SPORTS
    • NEW PRODUCTS
    • RETAIL TIRES
    • SERVICE ZONE
    • SEMA/AAPEX
    • SMALL BUSINESS
    • TIRE MAKERS
    • SPONSORED CONTENT
    • Tire Cologne canceled; rescheduled until 2022
      New round of Paycheck Protection Program funding opens
      Vaccine may usher sense of normalcy
      Cover-up: More retailers requiring face masks to curb COVID
    • Icahn Auto trims fiscal 2020 operating loss despite 14% lower sales
      Oshkosh unit gets contract for new USPS local delivery vehicle
      Sumitomo adds treadwear-detection to 'Sensor Core' toolkit
      New Porsche 911 GT3 to feature Michelin fitment
    • Icahn Auto trims fiscal 2020 operating loss despite 14% lower sales
      Oshkosh unit gets contract for new USPS local delivery vehicle
      Yokohama sets ambitious goals through 2023
      Conti recalling 94,000 Conti-, General-, Barum-brand LT/SUV tires
    • TravelCenters plans 6 TA Express sites in California in 2021
      Carlisle TyrFil broadens recycling technology options
      U.K. retreader Vaculug to promote tread rubber supplier Vipal
      TMC moves spring conference online, sets trade show for September
    • Oshkosh unit gets contract for new USPS local delivery vehicle
      Conti recalling 94,000 Conti-, General-, Barum-brand LT/SUV tires
      Cooper expands recall of Cooper, Mastercraft grand-touring tires
      DOT issues 13 tire plant ID codes in 2020
    • Yokohama sets ambitious goals through 2023
      OK Tire secures exclusivity for Blackhawk tire brand
      U.K. retreader Vaculug to promote tread rubber supplier Vipal
      Execs: Goodyear acquisition of Cooper will benefit dealers
    • Bridgestone World Solar Challenge canceled due to pandemic restrictions
      Pirelli, Goodyear ink sedan racing series contracts in Canada, Europe
      Goodyear extends partnership with Nürburgring race circuit
      BFG to support ATV/UTV racers in WORCS series
    • Michelin launching ‘eco-responsible' performance tire for sporty EVs
      Martins Industries launches products in 3 categories
      Carlisle TyrFil broadens recycling technology options
      New McLaren supercar incorporates Pirelli's Cyber Tyre system
    • Icahn Auto trims fiscal 2020 operating loss despite 14% lower sales
      Cooper recalling 430,000+ whitewall LT tires in multiple brands
      OK Tire secures exclusivity for Blackhawk tire brand
      NPW hires Switzer as national sales manager
    • Automotive Lift Institute introduces Check360 inspection, label
      Martins Industries launches products in 3 categories
      Marinucci: Effective road test may eliminate issues
      Our View: Shops must alter ways to attract, retain talent
    • SEMA scholarships and loan forgiveness now available
      WTC hosting webinar Jan. 20 on load-capacity standards
      Denver's Brian Sump named AAPEX Shop Owner of the Year
      DUB, TIS Wheels founder Myles Kovacs is SEMA Person of the Year
    • Trade groups oppose minimum wage increase proposal
      New stimulus package fixes PPP loan confusion
      Vaccine may usher sense of normalcy
      2020 Review: PPP loans give boost to small businesses
    • Michelin launching ‘eco-responsible' performance tire for sporty EVs
      Goodyear, Cooper deal creates tire production synergies
      Goodyear promotes Helsel to senior VP, global operations role
      Tire dealers see possibilities in Goodyear, Cooper deal
    • Sponsored By Yokohama Tire Company
      7 questions to ask consumers when they need tires for a crossover SUV
      Sponsored By Yokohama Tire Company
      Stocking Tires for Crossover SUVs
      Sponsored By AppointmentPlus
      Three Important Lessons Learned for the Tire Business During a Pandemic
      Sponsored By Yokohama Tire Company
      7 questions to ask consumers when they need tires for a crossover SUV
  • SHOP FLOOR
    • BALANCING
    • DEMOUNTING
    • SAFETY
    • TIRE REPAIR
    • TPMS
    • TRAINING
    • VEHICLE LIFTING
    • WHEEL TORQUE
    • Video: Balancing Tire
      Safety tips for wheel balancing
      An introduction to wheel balancing
      Wheel weights: Balancing form with function
    • Video: Demounting
      Tire changer types, tips and trends
      How to clear rim rust and corrosion
      An introduction to demounting, mounting and inflation
    • Video: Safety
      Customers
      Considerations for shop safety policies
      Introduction: Creating a culture of safety
    • Video: Tire Repair
      Essential tools, materials and equipment for tire repair
      An introduction to tire repair
      How to properly patch a puncture
    • Video: TMPS Service
      The life-saving work of TPMS
      An introduction to TPMS service
      The importance of proper relearn procedures
    • Video: Training
      Internship ideas to attract tech talent
      Choosing the right auto service tech school
      Intro: Finding and training technicians
    • Video:Vehicle Lifting
      The gravity of proper lift points
      Safety essentials when using jack stands
      An introduction to lifts and lift safety
    • Video: Wheel Torque
      The importance of torque specifications
      Introduction to proper wheel installation
      Torque check and recheck recommendations
  • Multimedia
    • VIDEOS
    • PHOTOS
    • PODCASTS
  • Events
    • ASK THE EXPERT
    • LIVESTREAMS
    • WEBINARS
    • SEMA LIVESTREAMS
  • Data
    • DATA STORE
  • Resources
    • DIRECTORY
    • CLASSIFIEDS
  • ADVERTISE
  • DIGITAL EDITION
  • Awards
    • Tire Dealer Humanitarian Award
MENU
Breadcrumb
  1. Home
  2. News
March 17, 2014 02:00 AM

Five ways a business can be sabotaged

Nancy Friedman
  • Tweet
  • Share
  • Share
  • Email
  • More
    Print

    There are many, many ways to sabotage your business, and chances are your staff likely is doing some of these things right now on the phone and/or in person.

    Worse yet, you've probably even heard some of these yourself (ouch!). That's the bad news.

    The good news: I've got the top five sabotage practices that can affect a business, and I'll show you how to neutralize their effects. You and your staff are about to be in a much better position to handle these bad practices and wipe them out:

    1. I have no idea.

    This is normally used as an excuse more than anything else. It's a sure sign that an employee has not been shown how to explain something to a customer. This phrase is usually used when the employee doesn't know what to say.

    When customers hear, “I have no idea,” they immediately respond (usually silently) with, “You gotta be kidding me.”

    Interestingly enough, normally there is a certain blank stare accompanying this statement. It's sad.

    2. It's not my department.

    Well, then whose is it?

    Let's remember one of our “Telephone Doctor” mottos: Tell the customer what you do, not what you DON'T do. If you get a call and someone asks for something that you don't handle, it's far more effective to say, “I work in the (such-and-such) department. Let me get you to someone in the area you need.”

    This is far more effective than telling someone it's not your department. And please don't say, “YOU have the wrong department.”

    Take full responsibility with the “I” statement—”I'll get you where you need to go.”

    3. I wasn't here that day (or I was on vacation when that happened).

    This one really makes me laugh.

    Does that excuse the company? I don't remember asking someone if he or she was there that day. Do you really think the customer cares if you weren't there when his or her problem happened? It doesn't absolve anyone from handling the matter.

    Honestly, customers don't care where you were, so that's not even an issue to discuss. Just tackle the problem head on. Apologize without telling them where you were...or weren't.

    Remember, you are the company—whether you were at work or on vacation when the issue occurred.

    4. I'm new here.

    So?

    OK, you're new. Now what? Does being “new” on the job allow you to be anything but super to the customer? When customers hear this sabotaging statement, do you really think they'll say, “Oh, so you're new? So that's why I'm getting bad service? Well, then that's OK—you're new. Now I understand.”

    Yes, even if you are new, the customer honestly believes you should know everything about your job.

    Here's my answer on this one: Tell the customer, “Please bear with me, I've only been here a few weeks.” That will buy you time. And hopefully a bit of sympathy as you steer them in the right direction.

    For whatever reason, hearing the short length of time you are with the company means more to the customer than, “I'm new.” Again, “I'm new” is more of an excuse.

    Remember to state the length of time. It's a creditability enhancement while “I'm new” is a creditability buster.

    5. There's silence on the phone or a blank stare in person.

    I called the doctor's office the other day and asked to change my appointment. It went down like this: “Hi, this is Nancy Friedman. I have a 9 a.m. appointment with Dr. Ring and I need to move it to later in the day.”

    Then NOTHING on the other end of the phone for about 10 to 15 seconds. Zip. Nada. Zilch.

    So I said, “Hello? Are you there?”

    A very irritated voice came back with, “I'm checking.”

    Wouldn't it have been nice for the receptionist to tell me that? Ah, if the doctors only knew.

    See how many of these you or your staff are guilty of—then set out to fix the problems. Good luck!

    Nancy Friedman's Op-Ed columns appear periodically in Tire Business. She is president of Telephone Doctor Inc., an international customer service training company based in St. Louis. She can be reached via email at [email protected] or by phone at 314-291-1012. Her website is www.nancyfriedman.com.

    Letter
    to the
    Editor

    Do you have an opinion about this story? Do you have some thoughts you'd like to share with our readers? Tire Business would love to hear from you. Email your letter to Editor Don Detore at [email protected].

    SIGN UP FOR NEWSLETTERS
    EMAIL ADDRESS

    Please enter a valid email address.

    Please enter your email address.

    Please verify captcha.

    Please select at least one newsletter to subscribe.

    Newsletter Center

    Staying current is easy with Tire Business delivered straight to your inbox.

    SUBSCRIBE TODAY

    Subscribe to Tire Business

    SUBSCRIBE
    Connect with Us
    • Facebook
    • LinkedIn
    • Twitter
    • RSS

    Our Mission

    Tire Business is an award-winning publication dedicated to providing the latest news, data and insights into the tire and automotive service industries.

    tb-logo
    Reader Services
    • Contact Us
    • About Us
    • Site Map
    • Industry Sites
    • Order Reprints
    • Customer Service: 877-320-1716
    Partner Sites
    • Rubber & Plastics News
    • European Rubber Journal
    • Automotive News
    • Plastics News
    • Plastics News China
    • Urethanes Technology
    RESOURCES
    • Advertise
    • Privacy Policy
    • Privacy Request
    • Terms of Service
    • Media Guide
    • Editorial Calendar
    • Classified Rates
    • Digital Edition
    • Careers
    • Ad Choices Ad Choices
    Copyright © 1996-2021. Crain Communications, Inc. All Rights Reserved.
    • News
      • OPINION
      • CORONAVIRUS
      • AUTO INDUSTRY
      • BUSINESS/FINANCIAL
      • COMMERCIAL TIRE
      • FACTORY FIXES
      • GOVERNMENT & LAW
      • INTERNATIONAL
      • MOTOR SPORTS
      • NEW PRODUCTS
      • RETAIL TIRES
      • SERVICE ZONE
      • SEMA/AAPEX
      • SMALL BUSINESS
      • TIRE MAKERS
      • SPONSORED CONTENT
    • SHOP FLOOR
      • BALANCING
      • DEMOUNTING
      • SAFETY
      • TIRE REPAIR
      • TPMS
      • TRAINING
      • VEHICLE LIFTING
      • WHEEL TORQUE
    • Multimedia
      • VIDEOS
      • PHOTOS
      • PODCASTS
    • Events
      • ASK THE EXPERT
      • LIVESTREAMS
      • WEBINARS
      • SEMA LIVESTREAMS
    • Data
      • DATA STORE
    • Resources
      • DIRECTORY
      • CLASSIFIEDS
    • ADVERTISE
    • DIGITAL EDITION
    • Awards
      • Tire Dealer Humanitarian Award