Why you should use standard operating procedures for customer communications.
You’ve likely heard of the psychological model called the five stages of grief. It’s used to describe the various emotions people might experience when dealing with a significant loss, and the the five stages of grief are commonly defined as denial, anger, bargaining, depression, and acceptance.
Well, a friend who owns an auto repair shop recently sent me this funny Facebook reel from Marc Oliver Doell, which applies the model to wrenching. Check it out!
As you can see, he defines the four stages of grief for mechanics as shock/numbness, yearning/searching (for a different tool to use), disorganization/despair, and reorganization/recovery. I’d say that’s pretty accurate.
What do you think? Should there be a fifth step and, if so, what should it be?
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