Podcast: Setting Boundaries and Managing Customer Expectations (w/ Tonnika Haynes)
In this episode, Tonnika Haynes of Brown's Automotive in Chapel Hill, North Carolina, discusses boundaries and expectations. Every shop needs to have a protocol on how to help customers who don't fully understand what shops can and cannot do within reason.
Tonnika discusses:
- Being a second-generation shop owner
- How she decided to get into the industry and taking over her father's shop
- How she manages customer expectations
- How she handles difficult customers
- Helping customers understand the difference between the dealership service model and how independent shops work
- How to set personal boundaries
- How overwork put her in the hospital and why shop owners need to take time off
- Why she loves shop ownership
Subscribe to Ratchet+Wrench Radio on your platform of choice:
About the Author
Chris Jones
Group Editorial Director
Chris Jones is group editorial director for the Vehicle Service & Repair Group at EndeavorB2B.
A multiple-award-winning editor and journalist, and a certified project manager, he provides editorial leadership for the auto care industry's most trusted automotive repair publications—Ratchet+Wrench, Modern Tire Dealer, National Oil & Lube News, FenderBender, ABRN, Professional Distributor, PTEN, Motor Age, and Aftermarket Business World.
Subscribe to receive news and updates from any of these industry-leading brands.