Callahan: Price, Quality, and Communication: Tackling the Three Biggest Client Hiccups

We have talked a lot this year about how to enhance your client’s experience with your shop. This month, let’s address the elephant in the room – difficult clients.

Handling difficult situations is an inevitable part of life. In business, it is essential to remain calm and solution focused. Many of the skills I’m about to cover will sound familiar if you’re a regular reader, and they are critical when dealing with an upset client.

In my experience, most hiccups with clients come from three areas of confusion: price, quality, or communication.

Price

Our industry has had a bad reputation on pricing for years. Customers worry about being overcharged, but here’s the kicker: half the time, it’s because many shops undervalue themselves! When they undercharge, it makes everyone else look like we’re gouging. Add to that the fact that most people have no idea what a repair should really cost, and it leaves us doing the heavy lifting of showing the true value behind the number.

Quality

Quality concerns almost always boil down to lack of trust. Unpleasant previous experiences, cheap parts, or unclear explanations make people doubt the work. If the repair doesn’t meet their expectations, or if they don’t understand the “why” behind it, they assume it’s not good enough.

Communication

This is the biggest one! Even if the price is fair and the work is solid, poor communication can sink the whole experience. If clients don’t understand what’s being done, how long it will take, or why it matters, they’ll fill in the blanks themselves, and that is NEVER a good idea! Silence makes people nervous. On the flip side, too much jargon makes them tune out. Clear, timely, and honest communication keeps expectations aligned and stops most problems from blowing up.

Here are a few key strategies to train your staff on (if you read my columns in April and June, these should sound familiar):

Remain calm and empathetic.

Stay composed and don’t get defensive. The client’s anger isn’t a personal attack.
Use your active listening skills and allow the client to fully express their concerns without interrupting them.
Show empathy for their frustration and validate their feelings. Using phrases like, “I understand why you’re upset,” can be incredibly helpful.
Use nonverbal cues like maintaining eye contact, nodding, and keeping your arms uncrossed all show that you are engaged. Crossed arms sends the message that you are closed off or not interested in what they have to say.

2. Understand and address the issue.

Ask clarifying questions to ensure you understand their concern.
Be honest and transparent. We’re all human, and admitting mistakes can actually build trust.
Explain what needs to be done without drowning them in jargon.
If you don’t have the answer yet, say so. Then let them know when you will.

3. Find a Solution.

Present a clear path forward, even if it means compromise.
If the issue is fixable, offer both an immediate fix and a proactive step to prevent future recurrences.
Keep the client informed by providing regular updates on progress.
Follow up with the client afterward to ensure they are satisfied.

Learning from what happens, good or bad, is what keeps us from hitting the same wall twice. A friend of mine used to say: the ‘yets’ are fine, but the ‘agains’ are the ones to avoid.

So – write it down, share it, and learn from it – every complaint and how it was resolved. That’s how you spot patterns and improve. Pair that with clear, written procedures, and you’ve got consistency, fairness, and staff who feel empowered to handle problems in real time without waiting for the boss to step in.

Most importantly, train your team! When your staff has the tools and confidence to handle tough situations, everything gets easier. Strong training means fewer fires to put out, happier clients, and better service across the board.

I’ll be at Ratchet+Wrench Management Conference in Phoenix in October; if you are attending, please come and say hello as I would love to hear some of your tips on dealing with tough situations.