How would you politely handle customers that monopolize your time?

Question

Currently, I work in a very small automobile service business. My primary duties include answering phones, bookkeeping, estimating, human resources, invoicing, managing employees, marketing, purchasing, reception, sales, and scheduling. The only other employees are automobile technicians so I am solely responsible for all office tasks.
Because I am the only one available to greet customers, my office adjoins the waiting room, separated only by a long countertop. The biggest problem I have is when friendly, well-meaning customers come in for appointments talk to me constantly the entire time that their cars are being serviced. This can go on anywhere from 20 minutes to 2 hours each.
Most customers are aware I am a partial owner, so perhaps they figure I can't get in trouble with "the boss". Meanwhile, I am unable to make progress on any of my work. This happens every day so I end up staying hours late and/or work weekends outside of business hours just to try to catch up on paperwork.

Answer 1

Do you have anything for the customers to do while their cars are being serviced? Are there comfortable chairs, recent magazines, a coffee pot and water cooler, and a TV? If the only other option is to sit on a hard wooden bench and stare at a Snap-On calendar, it's no wonder they spend the time talking to you :)

Try saying something like "I'd love to visit but I have to get these invoices out... let me get you a cup of coffee while you wait"

Answer 2

Could you possibly set up a nice looking inexpensive room divider? We set one up at my husband's machine shop to divide the front office. Basically all you need is a few 2"x4" boards, some nails and paneling.

The wall doesn't even have to go to the ceiling - and you could put it up in front of the counter so the counter is on your side giving you more room to get organized.

It's pretty simple to build a wall. I would think anywhere from a 6' to 8' high wall would be good and I would make it as long as I could, leaving just enough room to wait on customers. I would be sure to measure the paneling from top to bottom and make my wall that height so I wouldn't have to cut it off at the top. You really only need to panel one side if you want to and that, of course, is the side to the waiting room.

And make sure there are magazines in the waiting room for customers to look at. A T.V. would be nice too.

Answer 3

Well understood!

Sometimes, this may be a a casual way to make friends. It may also be their way to connect with someone "normal" or "a real worker" who doesn't get overpaid for their work, like union mechanics.

If you are part owner, well then just consider it as good public relations to talk with them and suck it up. If you need to do other work, hire someone who is personable to watch the window while you perform other duties.

Life is too short to be non-social or distant. Remember, customers can go to a LOT of other places to get cars repaired. Wouldn't you agree?

Answer 4

Hire more people. Work through your conversations so they can see that you are busy Don't ask questions. Just reply with a polite "yes," "no," "i agree," or

you could say "Gosh I'm so busy I forgot to send that e-mail. Could you please excuse me while I just quickly send that message? I was supposed to reply an hour ago, and I'm sorry to keep him/her waiting" then use that time to do a few quick things. Then they'll realize you're a busy person.

Answer 5

Maybe when someone starts talking to you, don't respond for a few seconds and then say something like "oh, sorry, what was that, I'm just so busy here I didn't catch what you said". Maybe more than once.

Answer 6

you and your husband are how previous? i'm specific you're the two adults and could desire to now understand that attractive your parents isn't constantly spectacular of the checklist and that they don't seem to be gods and are not constantly maximum appropriate. basically refer to the mum inlaw and clarify you have already made plans and can't have it at your place. If she might want to have it at her abode, you're specific each physique might deliver a platter and it could be much less perplexing. make a determination to have a celebration in hassle-free terms to your human beings including your husband at your place after which you will flow and undergo a family individuals affair to your husband and father at their abode she would be ready to't rigidity you or insist. she would be ready to be manipulative that's what different halves of alcoholics are great at. basically say to her which you may desire to no longer be having it at your place and don't ask back, as that isn't any longer honest to be pushed into this against your will. those words will spark annoyance in her yet stand your floor. you're no longer your motherinlaw, do no longer enable her issues to be yours. She chooses to stay including your husbands father. She is an grownup and that's her existence to lead no longer yours. If she ever chooses to go away you could help her yet you haven't any longer have been given any accountability to positioned up including your father in regulation. Plus your husband needs to tell his father that he won't get to any extent further ameliorations and being sober isn't any excuse for being a bad individual. this is to do with who he's as a individual, do no longer blame being sober on his behaviour. i know many recuperating alcoholics and those that are creeps have been creeps all of their existence. do no longer backtrack. Ring her right this moment and say at present up which you'll be able to desire to make it as sparkling as you could which you will no longer have the celebration at your place yet will help with it at hers.

Answer 7

Politely explain what you've just stated. They'll understand. Just don't do it in a way that they'll feel insulted or shunned. Sounds like you truly care for your customers. Wish there were more like you!