Jeffersonville, OH | mignic - 9/18/2024 21:40
It would be a good practice to quit disregarding what your customers tell you. This kind of thing is par for the course with dealers now and it really ticks us off and is the reason for the above screwups and why we don't take equipment to dealers for repairs anymore.
I'm sorry you feel that way, but I can tell you with 100% certainty, that I know my customers, and their abilities, and I also know the confidence that I have in them when they tell me what they have tried, and what they have done. Some, I can trust 100%, some I can not. Some people just don't understand the diagnostic process, and that taking the proper steps to try and isolate a problem is a time SAVING process, not one I can just charge more for. Also, if a customer told me that they could make the compressor run with a jumper wire, then I would 100% know that it's not likely the compressor, because that is a pretty foolproof way of knowing whether it works or not. I never said I disregard what they tell me about the problems, what I was talking about is the diagnostic steps.
Also, don't get me wrong, I also disregard what some service techs tell me...because some of them don't follow proper steps until forced to backtrack and start over. That's part of learning, and thankfully, I have most of my guys broke from it now, but I get calls from all over the country for advice...
You won't find many service managers that try harder to help a customer fix something WITHOUT a repair invoice than I do...equally as evidenced by the amount of 100% free technical information I post here, send test components to posters here, etc...so before you make a blanket statement about how I should continue to serve folks, you probably should read where I said "unless I know they did it correctly." I have a relationship with most of my customers, and I know which ones test things right, and which ones say Yep, that works, or Nope, that doesn't. So, I don't disregard ALL things a customer tells me when we're diagnosing a problem, but if it's something that needs tested then we retest things most of the time.
We also only engage in swapnostics when it's a time saving measure...if I can swap a new $100 part in there in 10 minutes, or I can spend 3 hours trying to diagnose it, then we'll swap a part...BUT, I'll also take it back off and re-stock it if it's not the causal part. A Lot of dealers, it gets bolted on, then it's yours...
You may have struck a nerve with me, so if my answer offends, well, I guess so be it. You don't know how I actually deal with folks, so I guess it doesn't really matter anyway.
Chris |
How would you handle this semi repair?
