Out of the Crisis.Org

[Louis Altazan]

Every business makes mistakes and the measure of the business, in my opinion, is how they handle such situations. I think from worst to best some of the responses might be:

1. Tries to cover the mistake or denies the mistake altogether
   
   
2. Acknowledges the mistake but blames someone else
   
   
3. Acknowledges the mistake but has an excuse
   
   
4. Acknowledges they made a mistake
   
   
5. Acknowledges they made the mistake and apologizes to anyone affected
   
   
6. Acknowledges they made the mistake, apologizes to anyone affected and takes measures to prevent a future occurrence.
   
   
7. Acknowledges they made the mistake, apologizes to anyone affected and takes measures to prevent a future occurrence and does something extra, to “make it right.”

I have found most people very willing to forgive a mistake, with any response of four or higher. This is all pretty apparent when the business is clearly at fault. There are also several issues where the shop may not be technically at fault. I think this is the measure of a long-term strategy.

1. For instance, the shop installs four tires. The client leaves and a week later phones to say one hub cap was left off of the vehicle. What’s your response?
   
   
2. A replacement engine is installed in a vehicle. Two weeks later the “Check Engine” light is on. What’s your response?
   
   
3. An oil change is done and the next day the client returns with a coolant leak. What’s your response?

From a technical standpoint each of these may be understandable. A trained technician might know several reasons each of these might occur and have little to do with the shop. Clients are not trained technicians however and the way each situation is handled will have a major impact on the business relationship. Let’s hear from everyone, “What’s your response?"

_________________
Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA

[Bud]

[*] A replacement engine is installed in a vehicle. Two weeks later the “Check Engine” light is on. What’s your response?

OK. How has everything else been so far? When can we take a quick look at it, to see what it might be?

[*] An oil change is done and the next day the client returns with a coolant leak. What’s your response?

Similar to above, let's find out what is really leaking and why.

[MattFMN]

I've found in the above situations that how I handle it is as important as what I say. I feel #6 is by far the best choice. The key is taking steps to prevent a recurrence. Giving away something free rarely has improved a situation, in my experience. But, taking immediate and swift action means a whole lot.

Now, on the coincidence stuff: MIL on after engine replacement, coolant leak after a service, etc. One question I would like to know is how often is this occurring? Is it common at your shop that clients are returning to have issue looked at shortly after they've left? Were these issues the technician should legitimately found? My guess is that it doesn't happen often, and if it does that's an entirely different conversation. With it happening at a very low amount, is it a bad idea for the shop covering it at no expense to the client? Will there be times you are paying for something that really isn't your fault? Absolutely. Does it set up a bad precedence with the clients, meaning: will they leave every time looking for issues to bring back and have repaired for free? If you do find an issue that clearly isn't any one's "fault", do you try to explain it as best you can to a client who more than likely is figuring you are pulling one on them? Just a few questions. Thanks! Later, Matt.

_________________
Matt Fanslow
ASE CMAT/L1
Crag-Technologies, Inc
www.wavehook.com

[Dave]

[Dave]

I got to be a customer.

We had installed an engine in a vehicle last fall. A few days ago our client called saying the engine made a loud rattling sound and quit running. Oh, by the way, it left a trail of oil behind it. Turns out that a rod is hanging out the side of the block.

I called the company we got the engine from to see what to do. They said “we obviously are going to send you another engine”. It will be there in 4 days. Is that ok? I about fell out of my chair, talk about good customer service. They were only concerned about getting my customer back on the road again, ASAP. There was no finger pointing, back pedaling, or trying to find a reason why there was a problem with the engine.

This is the first engine we have had to warrantee in 5 years. With a response like that you can bet we will continue to purchase engines from this company.

_________________
David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com

[Bud]

So, what engine company was it? You can say.

[Dave]