how to answer this question

As a service manager,how would you treat
1)the fist time customer
2)the warranty customer
3)the repeat repair customer with a difficult unsolved problem
4)the fleet customer
5)regular customer

twctwc2 in Central District, Hong Kong said: As a service manager,how would you treat
1)the fist time customer
2)the warranty customer
3)the repeat repair customer with a difficult unsolved problem
4)the fleet customer
5)regular customer

They should ALL be treated equal and with the most respect. If done the right way, they could be your "BEST", repeat customer and then they will tell a friend/family and it just grows your base from there.
Nothing like having repeat customers that have the potental to keep you in a job and possibly could become your friends.

Equal does not mean the same.

1 - First time customer - more detail, more attention, more "wow" factor, more patience
2 - Warranty customer - more informative, remind of required maintenance, more questions as to why they are a warranty customer only - can we change that
3 - the repeat repair customer with a difficult unsolved problem - more questions, road test with tech or with service manager AND customer, more attention, more empathy, "wow" factors
4 - the fleet customer - more concern for "time is money", more focus on advising of future needs to allow fleet customer to plan accordingly, more focus on cost effective maintenance
5 - Regular customer - always "wow", appreciation, consistency

All customers are important....some just value some things more than others