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