Tire dealers and service shop operators cannot be responsible for some customers' costly calamities.
The reason is that some motorists are and always will be clueless about proper vehicle care.
To me, recognizing and coping with this cold, hard fact is the first step toward reducing stress at your business.
I don't mean to sound uncaring or unprofessional. But some motorists are simply users and abusers of machinery — period.
Over the years, I have crisscrossed the country reporting on and working with various automotive service facilities.
This includes tire dealerships, new-car dealerships, general repair shops and automotive specialty shops.
One challenge common to all of these businesses has been the devil-may-care car owner. This breed of customer ignores all manner of professional advice about proper vehicle care and maintenance.
Or, they may appear to listen and absorb the counsel of capable pros like you. But your advice actually goes into one of their ears and out the other.
The bottom line is that when these careless car owners leave your business, they don't respect or appreciate the value of sensible auto care any more than when they arrived.
This person arrived, of course, with his or her vehicle on the end of a tow truck.
What's more, never be shocked or upset with their penchant for whining after the damage is done.
I have been in some of your customer lounges when a motorist is venting his anger over another blown head gasket. (Your service records confirm that this is the second time within three years that the fellow has run his car out of coolant, overheating the engine.)
Mind you, your technicians patiently checked and/or fixed all the potential leak points on this car.
However, leaks can and do occur on this man-made machine. You explained that fact and took time to coach the man personally on checking coolant when the engine was cold.
You briefed him on watching for coolant stains on the driveway and parking space, but apparently these lessons didn't stick.