For anybody who is considering getting into a repair business that deals with the public Needs to watch this video. This guy is saying what has worked for many of us who have been in his shoes.
Amen to that! I also watched this initially wondering what all this "crotch shot" stuff was about in Shock's mind, but just watched the video with total recall of my time dealing with certain customers and never noticed any genital gesticulations at all. I am not insane enough to watch a video to notice such a "micro-aggression" if it ever was there. But he is spot on with his business sense and how to deal with customers.
When I was an apprentice bench engineer I remember having to deal with angry customers when I would occasionally have to be degraded to do "counter-shift". Ok, most customers are fine, but sometimes we would have the family from hell - yes, not just a customer, but his whole family with him, wife, grandma, kids and all - to show us "that we are depriving the kids of their christmas telly!" and instantly on the offensive. Despite my articulating with this neanderthal that there is no need to threaten my life for a trivial fault the wife proceeded to scream at me that I am fucking scum for
personally manufacturing, selling, delivering, arranging never-never finance, and installing that wretched TV. However they would relent from kicking my fucking teeth in if I got it fixed for them "while they wait" in the lobby.
I have to hand it to my boss who was the service manager but brought up from the ranks by calming the situation down AND dealing with the shit-heads by personally fixing their problem without us having to interrupt our workflow. (Yes, he fixed the fucking thing himself).
NOBODY wanted his job I can tell you! He also had the no bullshit attitude of Rossman, only on steroids (I actually think he was on coke myself, hence the much higher paid job to pay for it!).