Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Sep 10, 2007 10:29 am Post subject: What's Your Respon$e?
Dan brought his ten year old Thunderbird in with a complaint of squeak in the front when turning. Upon test driving it was noticed the transmission would not shift from low gear and was slipping badly. The fluid level was checked and the fluid was very dark. The first phone call to Dan resulted in no answer on either number as did each successive call.
Later in the afternoon Dan had still not been reached. The vehicle was checked for the original complaint and found to have several worn suspension and brake components. When Dan was finally reached, he was given the findings. “That transmission has never given me any trouble before.” What’s your response?
Joined: 20 May 2007 Posts: 20 Location: South Australia
Posted: Mon Sep 10, 2007 11:12 pm Post subject: Re: What's Your Respon$e?
louis wrote:
Dan brought his ten year old Thunderbird in with a complaint of squeak in the front when turning. Upon test driving it was noticed the transmission would not shift from low gear and was slipping badly. The fluid level was checked and the fluid was very dark. The first phone call to Dan resulted in no answer on either number as did each successive call.
Later in the afternoon Dan had still not been reached. The vehicle was checked for the original complaint and found to have several worn suspension and brake components. When Dan was finally reached, he was given the findings. “That transmission has never given me any trouble before.” What’s your response?
This does not happen often in my shop, but has happened and I guess I don't have any set response to a statement like this. I would normally describe the symptom in more detail, in case the owner has been driving the car like this and thinks it to be normal. (This has happened).
Then I would say " Sir/Madam, it is possible that this problem has only occured for the first time today. Could you possiblly call by and go for a drive with me, so I can deminstrate what it is doing."
If they were able to call in I would then show them the colour of the oil and ask when was the last time the transmission was serviced etc. I would then explain that this was likely to occur soon and unfortunatly it occured while we were driving it.
_________________ David Vidler
Owner/ Manager - Seaside Automotive
South Australia
Using the scenario you set up. I think the first thing I would have for Dan would be a question, some thing along these lines. "Dan have you noticed any problems with your transmission?" Dependent on the answer is how the rest of the conversation would go.
The, "I had noticed something" would take the conversation to: Dan while we were on the initial test drive the trans has exhibited signs of an internal failure and this is what will be needed for further diagnosis.
The "no it's been working fine" would take the conversation to the please come by for show and tell.
In a perfect world. Since it was a noise diagnostic. Dan and the tech that would be searching for the noise had just come back from a test drive. The tech would know about the trans and the dialog would have been opened before Dan had left.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 11, 2007 6:48 pm Post subject: Re: What's Your Respon$e?
Seaside wrote:
louis wrote:
Dan brought his ten year old Thunderbird in with a complaint of squeak in the front when turning. Upon test driving it was noticed the transmission would not shift from low gear and was slipping badly. The fluid level was checked and the fluid was very dark. The first phone call to Dan resulted in no answer on either number as did each successive call.
Later in the afternoon Dan had still not been reached. The vehicle was checked for the original complaint and found to have several worn suspension and brake components. When Dan was finally reached, he was given the findings. “That transmission has never given me any trouble before.” What’s your response?
This does not happen often in my shop, but has happened and I guess I don't have any set response to a statement like this. I would normally describe the symptom in more detail, in case the owner has been driving the car like this and thinks it to be normal. (This has happened).
Then I would say " Sir/Madam, it is possible that this problem has only occured for the first time today. Could you possiblly call by and go for a drive with me, so I can deminstrate what it is doing."
If they were able to call in I would then show them the colour of the oil and ask when was the last time the transmission was serviced etc. I would then explain that this was likely to occur soon and unfortunatly it occured while we were driving it.
What a GREAT reply! There is an old saying about men who can keep their head while those around them are losing their's . . . I think this is a model way to handle such problems. Any shop may benefit from reading your reply, thanks David.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 11, 2007 6:56 pm Post subject:
Hi Jerry,
cartec1 wrote:
Using the scenario you set up. I think the first thing I would have for Dan would be a question, some thing along these lines. "Dan have you noticed any problems with your transmission?" Dependent on the answer is how the rest of the conversation would go.
The, "I had noticed something" would take the conversation to: Dan while we were on the initial test drive the trans has exhibited signs of an internal failure and this is what will be needed for further diagnosis.
The "no it's been working fine" would take the conversation to the please come by for show and tell.
In a perfect world. Since it was a noise diagnostic. Dan and the tech that would be searching for the noise had just come back from a test drive. The tech would know about the trans and the dialog would have been opened before Dan had left.
Jerry
Good points, I like the way you think. Very professional and on a non-emotional level. I have to confess this type situation use to really get me in trouble. I was far too quick to take such comments personally. I think taking an approach more like your's life becomes a whole lot easier, and more profitable too
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