---
title: Dealing with Angry Customers at your Dealership
description: Everyone in any industry that involves interaction with another human being can expect to, at some point, interact with an angry customer. This is no...
image: https://blog.vanguarddealerservices.com/hubfs/customer-upset-vds2020.jpg
---

Your partner for profits!

![Phone Icon](https://blog.vanguarddealerservices.com/hs-fs/hubfs/raw_assets/public/vanguard_theme_2023/images/icons/phone.png?width=16&height=16&name=phone.png) [(973) 575-7171](tel:1-973-575-7171)

[![blog-logo](https://blog.vanguarddealerservices.com/hs-fs/hubfs/blog-logo.png?width=300&height=50&name=blog-logo.png "blog-logo")](https://blog.vanguarddealerservices.com/)

Open

- [About](https://www.vanguarddealerservices.com/about-vanguard-dealer-services/)
- [Products](https://www.vanguarddealerservices.com/products/)
- [Services](https://www.vanguarddealerservices.com/services/)
- [Contact](https://www.vanguarddealerservices.com/contact-us/)
- [Blog](https://blog.vanguarddealerservices.com)

![](https://blog.vanguarddealerservices.com/hubfs/customer-upset-vds2020.jpg)

February 3, 2020

# Dealing with Angry Customers at your Dealership

Topics:

- [customer experience](https://blog.vanguarddealerservices.com/topic/customer-experience)

![customer-upset-vds2020](https://blog.vanguarddealerservices.com/hs-fs/hubfs/customer-upset-vds2020.jpg?width=1200&name=customer-upset-vds2020.jpg)

Everyone in any industry that involves interaction with another human being can expect to, at some point, interact with an angry customer. This is no different at a dealership. Dealing with angry customers is a skill that employees and bosses should familiarize themselves with. Effectively handling angry customers will increase customer retention, reputation, and overall customer satisfaction. When dealing with an angry customer here's what you should do.

1. **Stay Calm and Focused**

The worst thing you could do is get angry with the customer. Anger leads to irrationality and can result in you losing a potential sale and overall a customer. Instead, you should remain calm. A clear mind will enable you to understand the situation more clearly and possibly save the sale and customer. Being focused allows you to keep the goal in mind and helps you maneuver the conversation in the direction that helps resolve the issue.

1. **Listen to Their Feedback and Understand Where They're Coming From**

More than likely, the customer isn't angry for no reason. Your task is to understand the situation and why they are upset. By understanding why they are upset you can think about potential solutions to the problem. Their feedback could reveal an issue in your dealership that needs to be fixed or a small problem that can be improved. By listening, also gives the customer time to calm down themselves which will make the interaction smoother.

1. **Sympathize and Apologize**

Sympathize with the customer. Genuine sympathy can turn the situation around and allows you to understand where the customer is coming from better. Then apologize. Apologies are the greatest neutralizer in situations such as this. When you apologize it tells the customer that you not only sympathize with them, but you are genuinely sorry for the inconvenience it put upon them. 

1. **Offer a Solution**

After you've apologized and sympathized, the customer is likely to be much calmer. Even if they aren't, apologizing won't harm the situation. At this moment, the next and final thing you should do is offer a solution. This is the reason why they are there, and they are angry. By offering a solution, it will resolve the issue at hand.

 

For more information on how to manage a dealership, contact [Vanguard Dealer Services](https://www.vanguarddealerservices.com/about-vanguard-dealer-services/). Our experts have knowledge that can assist your dealership in reaching its highest level of success!

#### Related Posts

[![](https://blog.vanguarddealerservices.com/hs-fs/hubfs/GettyImages-493028938-1200.jpg?width=352&name=GettyImages-493028938-1200.jpg)](https://blog.vanguarddealerservices.com/handling-angry-customers-in-a-dealership)

##### [How Dealership Staff Can Swiftly Address Upset Customers](https://blog.vanguarddealerservices.com/handling-angry-customers-in-a-dealership)

[![](https://blog.vanguarddealerservices.com/hs-fs/hubfs/Power-of-Persuasion-1200.jpg?width=352&name=Power-of-Persuasion-1200.jpg)](https://blog.vanguarddealerservices.com/the-power-of-persuasion-observations-of-business-actual-deals)

##### [The Power of Persuasion: Observations of Business Actual Deals](https://blog.vanguarddealerservices.com/the-power-of-persuasion-observations-of-business-actual-deals)

Search

### Recent Posts

- [F&I Transparency = Higher CSI: The New Math of Profitability](https://blog.vanguarddealerservices.com/fi-transparency-higher-csi-the-new-math-of-profitability)
- [Future-Proofing Your Dealership: Succession Planning in the F&I Department](https://blog.vanguarddealerservices.com/future-proofing-your-dealership-succession-planning-in-the-fi-department)
- [Accelerate Your Team: Coaching F&I Managers for Sustainable Performance](https://blog.vanguarddealerservices.com/accelerate-your-team-coaching-fi-managers-for-sustainable-performance)

### Posts by Topic

- [Dealership Strategy](https://blog.vanguarddealerservices.com/topic/dealership-strategy)
- [F&I](https://blog.vanguarddealerservices.com/topic/fi)
- [Dealership Sales](https://blog.vanguarddealerservices.com/topic/dealership-sales)
- [Dealership Employees](https://blog.vanguarddealerservices.com/topic/dealership-employees)
- [Dealership Customers](https://blog.vanguarddealerservices.com/topic/dealership-customers)
- [F&I Process](https://blog.vanguarddealerservices.com/topic/fi-process)
- [Customer Retention](https://blog.vanguarddealerservices.com/topic/customer-retention)
- [Dealership Solutions](https://blog.vanguarddealerservices.com/topic/dealership-solutions)
- [F&I Managers](https://blog.vanguarddealerservices.com/topic/fi-managers)
- [dealership compliance](https://blog.vanguarddealerservices.com/topic/dealership-compliance)
- [compliance](https://blog.vanguarddealerservices.com/topic/compliance)
- [Customer Service](https://blog.vanguarddealerservices.com/topic/customer-service)
- [F&I Compliance](https://blog.vanguarddealerservices.com/topic/fi-compliance)
- [Dealership Operations](https://blog.vanguarddealerservices.com/topic/dealership-operations)
- [F&I Business Manager](https://blog.vanguarddealerservices.com/topic/fi-business-manager)
- [F&I Profits](https://blog.vanguarddealerservices.com/topic/fi-profits)
- [F&I Specialist](https://blog.vanguarddealerservices.com/topic/fi-specialist)
- [Sales Motivation](https://blog.vanguarddealerservices.com/topic/sales-motivation)
- [Automotive F&I Training](https://blog.vanguarddealerservices.com/topic/automotive-fi-training)
- [Dealership Profits](https://blog.vanguarddealerservices.com/topic/dealership-profits)
- [Social Media](https://blog.vanguarddealerservices.com/topic/social-media)
- [dealership best practices](https://blog.vanguarddealerservices.com/topic/dealership-best-practices)
- [customer experience](https://blog.vanguarddealerservices.com/topic/customer-experience)
- [F&I Products](https://blog.vanguarddealerservices.com/topic/fi-products)
- [Dealership Social Media](https://blog.vanguarddealerservices.com/topic/dealership-social-media)
- [Finance & Insurance](https://blog.vanguarddealerservices.com/topic/finance-insurance)
- [Dealer-Owned Reinsurance](https://blog.vanguarddealerservices.com/topic/dealer-owned-reinsurance)
- [Dealership Training](https://blog.vanguarddealerservices.com/topic/dealership-training)
- [Lifelong Customers](https://blog.vanguarddealerservices.com/topic/lifelong-customers)
- [Automotive dealership compliance](https://blog.vanguarddealerservices.com/topic/automotive-dealership-compliance)
- [Finance and Insurance](https://blog.vanguarddealerservices.com/topic/finance-and-insurance)
- [Sales Department](https://blog.vanguarddealerservices.com/topic/sales-department)
- [Brand Awareness](https://blog.vanguarddealerservices.com/topic/brand-awareness)
- [Dealership Products](https://blog.vanguarddealerservices.com/topic/dealership-products)
- [Dealership Success](https://blog.vanguarddealerservices.com/topic/dealership-success)
- [reinsurance](https://blog.vanguarddealerservices.com/topic/reinsurance)
- [training](https://blog.vanguarddealerservices.com/topic/training)
- [Customer Satisfaction](https://blog.vanguarddealerservices.com/topic/customer-satisfaction)
- [Dealer-Owned Reinsurance Company](https://blog.vanguarddealerservices.com/topic/dealer-owned-reinsurance-company)
- [Automotive Marketing](https://blog.vanguarddealerservices.com/topic/automotive-marketing)
- [Dealer Compliance](https://blog.vanguarddealerservices.com/topic/dealer-compliance)
- [dealer audits](https://blog.vanguarddealerservices.com/topic/dealer-audits)
- [employees](https://blog.vanguarddealerservices.com/topic/employees)
- [vehicle service agreements](https://blog.vanguarddealerservices.com/topic/vehicle-service-agreements)
- [Automotive Industry](https://blog.vanguarddealerservices.com/topic/automotive-industry)
- [Fill-in F&I Specialists](https://blog.vanguarddealerservices.com/topic/fill-in-fi-specialists)
- [Vehicle Service Contract](https://blog.vanguarddealerservices.com/topic/vehicle-service-contract)
- [Automotive Management Training](https://blog.vanguarddealerservices.com/topic/automotive-management-training)
- [Automotive Trends](https://blog.vanguarddealerservices.com/topic/automotive-trends)
- [Hiring](https://blog.vanguarddealerservices.com/topic/hiring)
- [Service Drive](https://blog.vanguarddealerservices.com/topic/service-drive)
- [Business Managers](https://blog.vanguarddealerservices.com/topic/business-managers)
- [Communication](https://blog.vanguarddealerservices.com/topic/communication)
- [Dealership Online Sales](https://blog.vanguarddealerservices.com/topic/dealership-online-sales)
- [dealership branding](https://blog.vanguarddealerservices.com/topic/dealership-branding)
- [Auto Dealer Compliance Fines](https://blog.vanguarddealerservices.com/topic/auto-dealer-compliance-fines)
- [Dealership Recruiting](https://blog.vanguarddealerservices.com/topic/dealership-recruiting)
- [Menu selling](https://blog.vanguarddealerservices.com/topic/menu-selling)
- [Dealership Brand](https://blog.vanguarddealerservices.com/topic/dealership-brand)
- [Dealership Trends](https://blog.vanguarddealerservices.com/topic/dealership-trends)
- [Digital Retailing](https://blog.vanguarddealerservices.com/topic/digital-retailing)
- [Electric Vehicles](https://blog.vanguarddealerservices.com/topic/electric-vehicles)
- [Online Reputation](https://blog.vanguarddealerservices.com/topic/online-reputation)
- [Service Agreement](https://blog.vanguarddealerservices.com/topic/service-agreement)
- [automotive finance and insurance training](https://blog.vanguarddealerservices.com/topic/automotive-finance-and-insurance-training)
- [Auto Dealer Compliance Issues](https://blog.vanguarddealerservices.com/topic/auto-dealer-compliance-issues)
- [Compliance Training](https://blog.vanguarddealerservices.com/topic/compliance-training)
- [Dealership Management](https://blog.vanguarddealerservices.com/topic/dealership-management)
- [Dealership Management Training Program](https://blog.vanguarddealerservices.com/topic/dealership-management-training-program)
- [Dealership Partners](https://blog.vanguarddealerservices.com/topic/dealership-partners)
- [Dealership Process](https://blog.vanguarddealerservices.com/topic/dealership-process)
- [F&I Vendors](https://blog.vanguarddealerservices.com/topic/fi-vendors)
- [Sales Process](https://blog.vanguarddealerservices.com/topic/sales-process)
- [Automotive Business Manager Training](https://blog.vanguarddealerservices.com/topic/automotive-business-manager-training)
- [Car Technology](https://blog.vanguarddealerservices.com/topic/car-technology)
- [Deal Audits](https://blog.vanguarddealerservices.com/topic/deal-audits)
- [Dealer Equity Plan](https://blog.vanguarddealerservices.com/topic/dealer-equity-plan)
- [Dealer Equity programs](https://blog.vanguarddealerservices.com/topic/dealer-equity-programs)
- [Dealership Advertising](https://blog.vanguarddealerservices.com/topic/dealership-advertising)
- [Dealership Service](https://blog.vanguarddealerservices.com/topic/dealership-service)
- [Dealership Staff](https://blog.vanguarddealerservices.com/topic/dealership-staff)
- [Dealership Team](https://blog.vanguarddealerservices.com/topic/dealership-team)
- [Environmental Protection](https://blog.vanguarddealerservices.com/topic/environmental-protection)
- [GPS](https://blog.vanguarddealerservices.com/topic/gps)
- [OFAC](https://blog.vanguarddealerservices.com/topic/ofac)
- [Online Sales](https://blog.vanguarddealerservices.com/topic/online-sales)
- [Paintless Dent Repair](https://blog.vanguarddealerservices.com/topic/paintless-dent-repair)
- [Service Department](https://blog.vanguarddealerservices.com/topic/service-department)
- [Tire and Wheel Protection](https://blog.vanguarddealerservices.com/topic/tire-and-wheel-protection)
- [Used Car Dealers](https://blog.vanguarddealerservices.com/topic/used-car-dealers)
- [facebook ads](https://blog.vanguarddealerservices.com/topic/facebook-ads)
- [AI](https://blog.vanguarddealerservices.com/topic/ai)
- [Advertising](https://blog.vanguarddealerservices.com/topic/advertising)
- [Artificial Intelligence](https://blog.vanguarddealerservices.com/topic/artificial-intelligence)
- [Compensation Structures](https://blog.vanguarddealerservices.com/topic/compensation-structures)
- [Compliance Fines for Automotive Dealers](https://blog.vanguarddealerservices.com/topic/compliance-fines-for-automotive-dealers)
- [Dealership Market](https://blog.vanguarddealerservices.com/topic/dealership-market)
- [Dealership Marketing](https://blog.vanguarddealerservices.com/topic/dealership-marketing)
- [Dealership Menu](https://blog.vanguarddealerservices.com/topic/dealership-menu)
- [Dealership Pay Plans](https://blog.vanguarddealerservices.com/topic/dealership-pay-plans)
- [Dealership Reinsurance](https://blog.vanguarddealerservices.com/topic/dealership-reinsurance)
- [Employee Development](https://blog.vanguarddealerservices.com/topic/employee-development)
- [Expos](https://blog.vanguarddealerservices.com/topic/expos)
- [Extended Service Contract](https://blog.vanguarddealerservices.com/topic/extended-service-contract)
- [F&I Conferences](https://blog.vanguarddealerservices.com/topic/fi-conferences)
- [F&I Menu](https://blog.vanguarddealerservices.com/topic/fi-menu)
- [F&I Tradeshow](https://blog.vanguarddealerservices.com/topic/fi-tradeshow)
- [F&I expo](https://blog.vanguarddealerservices.com/topic/fi-expo)
- [GAP Reinsurance](https://blog.vanguarddealerservices.com/topic/gap-reinsurance)
- [Pay Plans](https://blog.vanguarddealerservices.com/topic/pay-plans)
- [Positive Attitude](https://blog.vanguarddealerservices.com/topic/positive-attitude)
- [Prepared Maintenance Programs](https://blog.vanguarddealerservices.com/topic/prepared-maintenance-programs)
- [Protection Products](https://blog.vanguarddealerservices.com/topic/protection-products)
- [Sales Training](https://blog.vanguarddealerservices.com/topic/sales-training)
- [Used Cars](https://blog.vanguarddealerservices.com/topic/used-cars)
- [VSC](https://blog.vanguarddealerservices.com/topic/vsc)
- [Women in Automotive](https://blog.vanguarddealerservices.com/topic/women-in-automotive)
- [dealer reinsurance](https://blog.vanguarddealerservices.com/topic/dealer-reinsurance)
- [menus](https://blog.vanguarddealerservices.com/topic/menus)
- [red flags rule](https://blog.vanguarddealerservices.com/topic/red-flags-rule)
- [tradeshows](https://blog.vanguarddealerservices.com/topic/tradeshows)
- ["Wear and Tear"](https://blog.vanguarddealerservices.com/topic/wear-and-tear)
- [4th of July](https://blog.vanguarddealerservices.com/topic/4th-of-july)
- [Antimicrobial](https://blog.vanguarddealerservices.com/topic/antimicrobial)
- [Antimicrobial Solutions](https://blog.vanguarddealerservices.com/topic/antimicrobial-solutions)
- [Application Retention](https://blog.vanguarddealerservices.com/topic/application-retention)
- [Augmented Reality](https://blog.vanguarddealerservices.com/topic/augmented-reality)
- [Automotive Landscape](https://blog.vanguarddealerservices.com/topic/automotive-landscape)
- [Business Development Centers](https://blog.vanguarddealerservices.com/topic/business-development-centers)
- [Chargebacks](https://blog.vanguarddealerservices.com/topic/chargebacks)
- [Competitive Advantage](https://blog.vanguarddealerservices.com/topic/competitive-advantage)
- [Customer Objections](https://blog.vanguarddealerservices.com/topic/customer-objections)
- [Customer Trends](https://blog.vanguarddealerservices.com/topic/customer-trends)
- [Dealership AI](https://blog.vanguarddealerservices.com/topic/dealership-ai)
- [Dealership Administrators](https://blog.vanguarddealerservices.com/topic/dealership-administrators)
- [Dealership Consulting](https://blog.vanguarddealerservices.com/topic/dealership-consulting)
- [Dealership Finance Manager](https://blog.vanguarddealerservices.com/topic/dealership-finance-manager)
- [Dealership Onboarding](https://blog.vanguarddealerservices.com/topic/dealership-onboarding)
- [Dealership Reputation](https://blog.vanguarddealerservices.com/topic/dealership-reputation)
- [Dealership Safety](https://blog.vanguarddealerservices.com/topic/dealership-safety)
- [Direct to Consumer](https://blog.vanguarddealerservices.com/topic/direct-to-consumer)
- [EVs](https://blog.vanguarddealerservices.com/topic/evs)
- [Employee Retention](https://blog.vanguarddealerservices.com/topic/employee-retention)
- [F&I Agency](https://blog.vanguarddealerservices.com/topic/fi-agency)
- [F&I Partners](https://blog.vanguarddealerservices.com/topic/fi-partners)
- [FTC](https://blog.vanguarddealerservices.com/topic/ftc)
- [Facebook Solutions](https://blog.vanguarddealerservices.com/topic/facebook-solutions)
- [Fixed Ops](https://blog.vanguarddealerservices.com/topic/fixed-ops)
- [In-house Products](https://blog.vanguarddealerservices.com/topic/in-house-products)
- [Inflation](https://blog.vanguarddealerservices.com/topic/inflation)
- [Instant Live Video Calls](https://blog.vanguarddealerservices.com/topic/instant-live-video-calls)
- [Insurance Products](https://blog.vanguarddealerservices.com/topic/insurance-products)
- [Internal Recruiting](https://blog.vanguarddealerservices.com/topic/internal-recruiting)
- [Key Replacement](https://blog.vanguarddealerservices.com/topic/key-replacement)
- [Leasing Customers](https://blog.vanguarddealerservices.com/topic/leasing-customers)
- [Lenders](https://blog.vanguarddealerservices.com/topic/lenders)
- [Limited Warranty](https://blog.vanguarddealerservices.com/topic/limited-warranty)
- [Monroney Label](https://blog.vanguarddealerservices.com/topic/monroney-label)
- [New and Used Car Dealers](https://blog.vanguarddealerservices.com/topic/new-and-used-car-dealers)
- [OSHA](https://blog.vanguarddealerservices.com/topic/osha)
- [Onboarding Process](https://blog.vanguarddealerservices.com/topic/onboarding-process)
- [Post Pandemic](https://blog.vanguarddealerservices.com/topic/post-pandemic)
- [Product Bundles](https://blog.vanguarddealerservices.com/topic/product-bundles)
- [Product Packaging](https://blog.vanguarddealerservices.com/topic/product-packaging)
- [Profit Participation Programs](https://blog.vanguarddealerservices.com/topic/profit-participation-programs)
- [Promote From Within](https://blog.vanguarddealerservices.com/topic/promote-from-within)
- [RV F&I](https://blog.vanguarddealerservices.com/topic/rv-fi)
- [Remote Delivery](https://blog.vanguarddealerservices.com/topic/remote-delivery)
- [Roadside Assistance](https://blog.vanguarddealerservices.com/topic/roadside-assistance)
- [SEO](https://blog.vanguarddealerservices.com/topic/seo)
- [Safeguard Audits](https://blog.vanguarddealerservices.com/topic/safeguard-audits)
- [Talent Acquisition](https://blog.vanguarddealerservices.com/topic/talent-acquisition)
- [Third Brake Light Systems](https://blog.vanguarddealerservices.com/topic/third-brake-light-systems)
- [Tuition Discounts](https://blog.vanguarddealerservices.com/topic/tuition-discounts)
- [Vehicle Manufacturers](https://blog.vanguarddealerservices.com/topic/vehicle-manufacturers)
- [Vehicle safety](https://blog.vanguarddealerservices.com/topic/vehicle-safety)
- [Virtual Training](https://blog.vanguarddealerservices.com/topic/virtual-training)
- [dealership specific mobile app](https://blog.vanguarddealerservices.com/topic/dealership-specific-mobile-app)
- [self-development](https://blog.vanguarddealerservices.com/topic/self-development)
- [service agreements](https://blog.vanguarddealerservices.com/topic/service-agreements)

See All

### Follow Vanquard

- [LinkedIn](https://www.linkedin.com/company/vanguard-dealer-services/)
- [Facebook](https://www.facebook.com/vanguarddealerservices/)
- [Twitter](https://twitter.com/vanguarddealer)
- [Youtube](https://www.youtube.com/user/vanguarddealerserv)

![banner-bg](https://4247518.fs1.hubspotusercontent-na1.net/hub/4247518/hubfs/banner-bg.png?width=1680&height=1121&name=banner-bg.png)

# Knowledge powers your profits.

Our Road to ROI newsletter is a free resource with valuable advice and industry news - published every month. **Subscribe now and stay up to date on everything you need to improve your bottom line.**

![Footer Decor](https://blog.vanguarddealerservices.com/hs-fs/hubfs/raw_assets/public/vanguard_theme_2023/images/decor/decor.png?width=548&height=665&name=decor.png)

###### Our Mission Statement

We are equally devoted to our clients, as well as our employees, and are driven by passion, integrity, and ingenuity.

Our service-oriented team works every day to empower our clients to both maximize their profitability and help them create customers for life.

[![Vanguard Dealer Services](https://blog.vanguarddealerservices.com/hs-fs/hubfs/logo.png?width=300&height=39&name=logo.png "Vanguard Dealer Services")](https://blog.vanguarddealerservices.com/)

- [About](https://www.vanguarddealerservices.com/about-vanguard-dealer-services/)
- [Products](https://www.vanguarddealerservices.com/products/)
- [Services](https://www.vanguarddealerservices.com/services/)
- [Contact](https://www.vanguarddealerservices.com/contact-us/)
- [Blog](https://blog.vanguarddealerservices.com)

[(973) 575-7171](tel:1-973-575-7171)

- [![facebook](https://blog.vanguarddealerservices.com/hubfs/facebook.svg)](https://www.facebook.com/vanguarddealerservices/)
- [![x-twitter](https://blog.vanguarddealerservices.com/hubfs/x-twitter.svg)](https://twitter.com/vanguarddealer)
- [![youtube](https://blog.vanguarddealerservices.com/hubfs/youtube.svg)](https://www.youtube.com/user/vanguarddealerserv)
- [![linkedin-in](https://blog.vanguarddealerservices.com/hubfs/linkedin-in.svg)](https://www.linkedin.com/company/1248174/)

© Copyright 2026 Vanguard Dealer Services, LLC, 30 Two Bridges Rd., Suite 240 Fairfield, NJ 07004