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 getting their vehicle fixed correctly.
• It communicates to the technician just how to diagnose and drive the vehicle to duplicate the concern. It is also a starting point for the repair. It can save a lot of excessive diagnosis time that the manufacturer has been bugging you about.
• It increases the chance to get the vehicle fixed right the first time.
• It communicates to the factory areas that may need improvement.

So how do you write a great customer concern?

First of all, never pre-diagnose the condition yourself!

Even if you think you know what is wrong. Even if another shop has told the customer what is wrong with their vehicle. Remember that your technicians are the experts, not you and not the other shop. We see repeat repairs every day where the customer concern says “fuel pump leaking.” So the tech replaced the fuel pump and now the vehicle is back because it has the same performance problem.

Here is another example: Customer states “tie rods worn”. Another one recently was from a customer with the first name “Cindy” that said, “customer states, purge valve leaking.” I just could not picture Cindy stepping up to the counter saying “Hey you know what, my purge valve is leaking.” The bottom line here is to get answers to what symptoms the customer is experiencing. Don’t assume and don’t take someone else’s word for it.

Also, be careful of the language that is used. Don’t use words such as “bent, damaged, or broken”. These types of words imply abuse or damage by the customer and since these are not defects in the factory workmanship or manufacturing they won’t be covered under warranty. If the parts are really damaged they should be charged to the customer, not the factory.

Here is a good example:

The advisor writes up the job stating, “Left front seat cushion is torn.” But in reality, the seam is really splitting and coming apart. Be sure to question the customer correctly by asking questions such as “was it torn by you or is there a seam that is coming apart?” Then look at it to verify.

Secondly, ask questions that are symptom-based to clarify the concern.

You almost need to pretend you don't know anything about cars when asking your questions. Then write the concern in a sentence that will include all the answers to those questions. For example:

• When does it happen and how often? Bumpy roads? All the time? Turning left?
• Where does it happen- in what area of the vehicle- Front? Rear? Right? Left?
• Can you hear it, see it, or smell it?
• What color is it? - If fluid leak

I can’t tell you how many times that we get a write-up like, “door won’t open.” So now the tech has to try all 4 doors to find out which one you’re talking about. Then the tech doesn't write which door either. The administrator has to guess or run out to ask one of you which one so they can code it correctly. Then after all that, the auditor comes out and charges you back because the administrator embellished the story because no one put the correct information in the story in the first place.

Most manufacturers have a job aid for customer concern issues like drivability, squeaks, and rattles, or water and air leaks. We would be happy to supply your dealership with these directly from your manufacturer’s website so you don’t have to go through the hassle of finding it. We also have some generic ones that work very well.

Here is one of our favorite customer write-ups:

Customer states, “There is a whining noise coming from the passenger’s seat only happens when my wife is in the car.”

Learn more at www.awninc.com