The information that the technician provides the manufacturer is one of the most vital sources of product improvement information that the manufacturer can get! So by writing your comments well, you are doing what you do best to not only help the customer but also keep vehicles functioning and improving. You are what helps us get kids to school,…

We often forget that the only reason the manufacturer is paying for a repair is because they did something wrong in the manufacturing of the vehicle that caused the breakdown.

Sometimes the advisor forgets this because he is just trying to please the customer and get a good survey. The customer just wants his car fixed for…

The 3 C's. They have always been required, so why do we keep messing them up?

All my administrators have asked me to PLEASE write about the 3 C’s.

Since this could be a lengthy TIP, I have decided to break it up into 3 posts.

Today we will do “Customer Concern” The first C. ( I feel like Count Dracula- one C-haha- two C’s haha- 3 C’s)

A great customer concern is important for several reasons:

• It shows the customer that you are listening and care about…

In my career, I have trained over 200 warranty administrators and zero horses. The reason for that is that I know warranty like I know my own name and I know nothing about training horses. In fact, when they put me in the old folk’s home, I will probably just sit there and repeat labor operations and everyone will think I am totally nuts. I do know that when I compare training a warranty admin, it closely resembles the training my…

Most of us address recalls as “just a recall, not warranty.” In tech meetings, we do have to address all factory payments.

I love the meetings when they are about the beloved subject of warranty. There are usually only three types of responses when we are discussing warranty requirements. There are some discussions where everyone sits with their arms crossed not saying a word, just waiting for me to shut up. Or someone wants to argue the fact and get all flustered about the…