Settle a dispute, please?

Settle a dispute, please! I work in the medical equipment repair industry. When clients call, they quite often need service as quickly as possible, as broken equipment means they cannot see patients.My feeling is to schedule them as soon as I can, but if it is not going to be same day, I tell them so, with apologies, and do my best to get them on the book for the next day.

My boss thinks that it is best to tell them we will be there that day, even if I know it is not possible. If we can get them on the book, we have the upper hand on doing the work, even if I have to call and reschedule.My feeling is it is better not to lie, but to let them know exactly when we can get there, but he says if I do that, they might call someone else. What do you think - better to not lie, and run a slight risk of losing the business, or lie, and piss them off when we don't show up as promised, therefore losing future business?

Asked by TurboB 43 months ago Similar questions: Settle dispute Business.

Cost Benefit This is a touchy one. There are studies to support that clients having 1 negative experience that is properly resolved tend to have much better feedback than a client with no negative experience. What that means.. is that people remember good customer service when they have a complaint - and the complaint is resolved in a satisfactory manner.So.. not being able to make the service call same day and lying about it could be fruitful.. so long as you call BEFORE the scheduled appointment (the fake one) and reschedule.. while giving a concession of some sort.

Like "We really apologize for the inconvenience. While we strive to meet all of our appointments - sometimes circumstances beyond our control prevent us from doing as promised. We understand that there are many options when a repair is needed and as an act of good will - we'd like to extend a 10% discount on your service call."

Most likely.. they'll balk at the 10%. It's expected.. don't worry about it. What you do then is create a special situation for them and give them a 20% discount.

This kind of appeasement works and has been proven to work. Your boss may be operating in that way but there is definitely a risk.. as sometimes the failure will be seen as a failure regardless and once they use your service.. they won't anymore... another tactic is when you get a passive client.. and teh client doesn't complain and just asks to reschedule.. to just drop the discount on anyway.. as an act of good will.. that really works and fosters loyalty.. The real thing is that teh client must be satisfied with the resolution. Now for my opinion.

I think you should set honest expectations. This means that if the only open slot is tomorrow.. then you say it is tomorrow.. If it is possible that a slot may open. Then you say.. it's possible that a slot may open.. clearly setting expectations is the best form of client service.

Don't worry about the psychology mind games or even the competition. Focus on your business and fulfill the needs of your clients as best you can. You could even when scheduling let prospects know that if you schedule a time.. then it's their time.. and that you don't "tentatively schedule" If they decide to hang up - just let him/her know that if they call someone else and they don't show up.. to keep you in mind because you don't practice those nefarious tactics.. This kind of psychology works quite well when a client has a negative experience.

They often will return to a vendor that seems to have integrity and an honest way of doing business. Anyway. Good luck.. Sources: MBA textbooks... personal experience..

I am definitely with you Managing, meeting and exceeding customer expectations is a lot more important than most people realize. Consistently communicating irresponsibility to customers is a good way to lose customers. I don’t know your business and how competitive it is.

But, I am guessing you serve physicians and hospitals. Neither wants to wait long for repairs to critical machines. This equipment translates to big bucks for them.

I am guessing your boss has several choices: Continue upsetting customers with poor customer service Implementing your approach which might send business to competitors across the street Devise creative ways with positive customer experience to deal with the backlog. Obviously, if the backlog is great enough, perhaps your boss can cost justify hiring another repairman. Alternatively, maybe there is a way to keep the customer happy, even if they have to wait an extra day.

I don’t have a magic answer. It depends on who the buyer is. Is it the Finance Dept of the hospital?

Or, is it the administrator who operates the machine? The former might be more motivated by pricing. The latter might be more motivated by little low cost "gifts" with your logo on it; e.g. , calculators, tiny stuffed toys, etc. This latter idea is a non-value producing tactic.

I am sure, knowing the customers like you do, you may be able to devise some better low cost way to keep the customer on the line for an extra day. Now, how you present your ideas to your boss is another story. If the person is unreceptive to new, better ideas, you need to tread carefully.

You are in the right. But, you cannot afford to lose business. The best answer is the 3rd option.

If repairs are frequent, then loyalty programs that provide discounts for the nth repair visit or some other type of value for continued loyalty could keep them with you even though they might be tempted to go across the street. Good luck! Think outside the box.

Sources: 3 decades of busines experience .

If you want to keep your job, you'll need to do it your boss's way; if you want to keep your integrity, you'll need to find a new job. Your boss certainly has none. Good luck - I hope integrity wins out.

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Your boss is an ass. I don't think anyone here needs an explanation as to why. Sources: My sense of decency and my degree in business administration both say so..

Your boss is the boss. Your boss is the boss, even if he is wrong & I agree with your way of doing things. However, as the boss he has more than likely has been at it for several years & has done well enough to be satisfied with the results as is.

He may have even tried your way & learned he makes more money this way. Right or Wrong, whether you agree or disagree, he is still the Boss.

Settle an energy question debate, please" "OK, settle a dispute about check numbers! " "What age should I settle down? " "how to find the business customer" "Please help me resolve a dispute.

I am not asking anyone to take sides because I am not divulging anyone's identiy. " "How do I cancel or dispute my order? " "Will you settle a silly argument for me regarding dog poop?" "Why did the Mormons settle in Utah, of all places?

" "What is your opinion about this ebay dispute? What would you do?" "Texas? Mormon parental custody dispute?

How did it all end?

Please help me resolve a dispute. I am not asking anyone to take sides because I am not divulging anyone's identiy.

I cant really gove you an answer,but what I can give you is a way to a solution, that is you have to find the anglde that you relate to or peaks your interest. A good paper is one that people get drawn into because it reaches them ln some way.As for me WW11 to me, I think of the holocaust and the effect it had on the survivors, their families and those who stood by and did nothing until it was too late.