Real-Life Decision Making
Automotive recyclers have to know how to deal with stressful situations.
"If you're on the counter, because it can get fairly busy on the phones
and the street traffic... it gets pretty stressful," says Tim Donovan. Donovan
is executive director an automotive recycling association.
You are working at the counter of an auto salvage yard. It has been a busy
day and it doesn't seem to be slowing down. The other person who is working
with you is also extremely busy with her own customers.
You are talking on the phone with the owner of another salvage yard who
needs an exhaust for a '92 Pontiac Sunbird, as well as some new piston rings
for the same model. You also have two calls on hold on the switchboard. One
customer needs a side door for a '95 Ford Mustang, and the other customer
is looking for a radiator for a '95 Mazda Rx7.
You also have two different customers watching you and waiting for your
assistance. One of them is a stressed-out mother who has her screaming child
with her. Her face is slowly turning red, the kid is crying and tugging at
her arm, and she's looking at you with desperation.
The other is a regular buyer who gives you good business, but you know
he is very impatient. He was also the last to walk into your long line of
customers.
He suddenly comes toward you as you are on the phone and says, "Hey there,
I'm in a rush today, and I'm looking for a couple things. Help me out quickly,
OK?"
Everyone is demanding your attention. What do you do?