His reputation for honesty and quick service grew in the surrounding area. This brought him even more customers. Phil was always willing to help in any way that he could. He knew that his good will would be repaid many times over.



In most cases, that is exactly the way it turned out. One day a fancy red car pulled up into Phils shop. There was steam coming from the hood. Phil knew that the car was going to need repairs. He walked over and greeted the driver.

He did not recognize the driver as one of his regulars. He said hello but the driver did not exchange greetings. He seemed a bit preoccupied. He got right to the point. He said could you take a look at my car and tell me what it takes to fix it. Despite the guys attitude, Phil was only too glad to help.

He opened the hood and right away Phil knew it was a bad radiator hose. He told the driver he needed a new radiator hose. The driver asked how long it would take to fix it. Phil said not long at all. Phil never mentioned cost. He was accustomed to just doing the repairs and billing the customer after he was done.

He had never had a complaint. The driver said go ahead and fix it as quick as you can. He gave Phil the keys and left the shop for a while. When he returned, he inquired about his car. Phil told him it was ready.

He seemed to be happy. Then Phil gave him the bill. The smile on his face turned to a frown. He started cursing at Phil as loud as he could. He seemed to have some disagreement about the price. Phil told him that it was a very reasonable price for that type of work.

The guy kept yelling and even threaten to sue Phil. Phil knew he was going to have trouble getting his money. The guy said, I am not going to pay it. Phil said he would have to keep his car until he paid. The guy said give me my keys right now.

Phil said you have to pay for the repairs. The guy was fuming. He was about to attack Phil when the local sheriff walked in. The sheriff said whats going on Phil. Phil explained the situation. The sheriff looked at the bill.

He said is that all you are charging for that job. The Sheriff told the guy to either pay or his car would be towed to an impound lot. The guy insisted Phil was trying to take advantage of him.

The Sheriff explained to the guy that he was actually getting charged less than the job costs. The guy finally paid the Bill and sped out of town. Phil had never experienced the threat of violence in his everyday work so he was unprepared.

He did not let this one incident stop his great customer service. Phil was however more cautious toward out of town folks.

You never know when a situation might get out of control. It is up to you to be prepared if self-defense becomes necessary.