Share 'Are You Training Customers to Blackmail You for Service?'

If you hold a management position in the retail automotive industry, you’ve probably had a customer attempt to leverage something to get what they want. Whether it was an unreasonable request, or simply a last-ditch effort to get a perceived wrong made right, many of you will have run into this situation.   In the past, a customer’s leverage was typically the impact a poor survey would bring to t…