Louis Altazan
Joined: 15 May 2007
Posts: 774
Location: Baton Rouge, LA
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 Posted: Fri Feb 08, 2008 6:01 pm Post subject: Busy? Alternative Responses? |
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In a previous post I posed three client situations and asked, What’s your response?
| louis wrote: | 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:
- Tries to cover the mistake or denies the mistake altogether
- Acknowledges the mistake but blames someone else
- Acknowledges the mistake but has an excuse
- Acknowledges they made a mistake
- Acknowledges they made the mistake and apologizes to anyone affected
- Acknowledges they made the mistake, apologizes to anyone affected and takes measures to prevent a future occurrence.
- 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.
- 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?
- A replacement engine is installed in a vehicle. Two weeks later the “Check Engine” light is on. What’s your response?
- 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?" |
I think all of the replies were excellent, non-confrontational, get-the-problem-solved type replies. These type problems may be coincidences, and viewed as such from a technical standpoint. From a management standpoint, wishing to build a business, they can’t be seen in that light. No matter how well handled, each problem represents a hassle to the client. Worse, many clients will not complain and simply not return. Could most of these problems have been prevented in many cases?
a.) 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?
In most cases there would be one of three possible causes.- The cap was already missing and the client did not realize it; A good response might be, the tech notes this on the initial work order, and it is discussed with the client when the tire sale is discussed. For instance, “Ms. Jones, I noticed your right rear hub cap is missing, would you like me to get a price on a replacement for you?” The shop may gain an additional sale, at least the client is fully aware of the problem.
- The cap is damaged and will not stay on; Same response as above, except show the damage to the client.
- The cap was actually left off; A good response would be, how could an extra hub cap not be immediately noticed in an immaculately clean shop? If the shop area is not immaculately clean . . .
b.) A replacement engine is installed in a vehicle. Two weeks later the “Check Engine” light is on. What’s your response?
In most cases, other than poor workmanship [another issue] this will be a sensor or external engine component that was re-used from the old engine. To the client the light says, “Check Engine” and they just paid for a replacement engine.
I find a key is explaining the job more fully before the work is done. When the engine is priced, it can be priced with all new components; Sensors, pumps, converter, etc. Clearly this may be out of most people's price range. At this point the risk/cost benefit can be explained. For instance many of these parts can be re-used, but it cannot be assured they may not fail. By the client assuming a small risk, they can save a great deal of money. If any fail, they can be replaced and this will still be far less than assuring no failure by replacing them all now.
By not making this clear the shop unnecessarily assumes the risk and gains no benefit, in my opinion. Failure cannot be predicted and the savings outweighs the risk. Explaining how it is in the benefit of the client to assume the risk can help prevent a misunderstanding that calls the quality of the shop’s work into question.
c.) An oil change is done and the next day the client returns with a coolant leak. What’s your response?
This could simply happen, but it is likely there were signs of lack of maintenance. Most shops do a good job spotting these type issues. No all shops do a good job explaining problems to the client in a way that they understand. For instance, offering to replace the coolant, may not be as good as explaining the PH on the coolant is 6.0. This is acidic and will damage radiators, heater cores, gaskets, etc.; A better response might be: Can we schedule a cooling system diagnosis for your vehicle, when the oil change is being explained?
In every case things can still happen. People tend to date things based on events that stand out. For instance, after you . . . I noticed . . . This is not necessarily an accusation, just the way folks tend to think. It can be an opportunity, if the shop chooses to veiw it as such. Explanation of the limitations of what we can do, can prevent a great many cases. In the few that remain, I find it far wiser to:- 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.”
The something extra need not be large, just a small something to make up for the inconvenience. In Louisiana this is known as lagniappe [lon yop], a little something extra.
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Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA
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