Why you should use standard operating procedures for customer communications.
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Well, a friend who owns an auto repair shop recently sent me this funny YouTube video from Carl Carlsson, 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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