on the cover by Erik Wilson
Attorney, Erik Wilson and Associates
“It is almost inevitable that a business will experience an unruly customer, or even a disgruntled employee, at some point in time.” Sgt. Darren Schlosser Houston Police Department Auto Theft Division – Vehicle Fraud Unit 10
with contributions from Sgt. Darren Schlosser
Houston Police Department Auto Theft Division – Vehicle Fraud Unit
T
he past year has made all of us face extraordinary challenges and business disruptions, from a worldwide pandemic and the economic fallout, to natural disasters such as forest fires, hurricanes and mass flooding. In all this, consumers, some now suffering from lower incomes or no income and/or lower credit scores have likely been hit the hardest with the most immediate and detrimental impacts being felt to their families’ safety and well-being. Of course, those same people are your customers. Consequently, it should come as no surprise that
stress levels in your customer base are at an all-time high. Further, the effects of 2020 have spread throughout almost every industry at all levels which has led to a snowball effect all of us are trying to recover from with multiple disasters hitting all at once. Currently, in our industry this has been a recipe for high tensions and confrontations with customers. There are many things that can be done to help dealers deal with the unruly customer that range from little things done around the dealership that improve the customer experience, to the most extreme of responses T e x a s
D e a l e r
February 2021
