Consider How Your Customers Are Feeling Part I

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Sometimes, it’s hard to imagine how a customer feels after an accident; especially an accident that involves a wild animal.

Imagine, if you will, you’re driving along minding your own business and without notice you’re being attacked by one or more wild animals. Attack may be a harsh word, but it is how it can feel. Stories emerge daily of tragic animal deaths on rural roads and sometimes, worst case scenario, human death. Another result is the damage done to a vehicle during this horrible mishap.

Some drivers, when they realize that they have killed the animal, will simply get home as quick as possible without really looking for any damage to their car. Usually because they are in a hazardous spot just prime for another accident and because these wild animals usually come out at dusk so they are unable to really see the damage without a flashlight or street lights.

Once home, the damage could be quite extensive and will require professional help. This is where you come in.

Now the work begins and a part of that work is to listen to the customers harrowing tale of fear and mis-fortune. You need to empathize with them and even comfort them. Put yourself in their place. Here is one such story:

A customer recounts their experience as one of surprise when a dear casually strolled out in front of his car. Since he was going 50mph, there was very little that could be done to avoid the situation and he had to hit the deer. The damage was to the right front end which busted the fender, smashed the headlight, cracked the bumper cover, damaged the hood and smashed his well windexed grille. This was emotionally devastating to him because he very much loved his vehicle. He detailed it every weekend and had just completed his weekly detailing when the accident happened. Now it was a mess.

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