Customer Service 101

Customer Service 101

Your response should be crafted.

‘Recently, I took my car in for normal maintenance.  Driving away from the shop, leaving from a red light, the engine stalled or hesitated.  Calling the shop, their response was, “Those cars have Gremlins.”’

Even though they were obligated under warranty to fix it, I lost confidence in them immediately.

Finding another shop, I elected to pay them to fix whatever was wrong.  Citing a potential catalytic converter issue, I reminded them of when the problem first occurred and then let them do their diagnostics.

The fault did not generate a check engine light.  The lack of a ‘fault’ made the problem tougher to troubleshoot.  If you have ever tinkered with old cars, the issue resembled a vacuum leak. 

Finding a tear in a hose leading to the Mass Airflow Sensor cured the problem.

The ‘gremlin’ was the mechanic who did the original work and did not check to make sure his ‘cure’ did not introduce more problems.

While I am out a few hundred more dollars to another shop, finding an honest mechanic is worth it.

From plumbers to electricians and yes, computer professionals, it is OK to say ‘I don’t know.’

Customers would much rather hear you say ‘allow me to figure it out,’ vs. your (insert issue) has gremlins.

The original shop has lost me as a customer because the mechanic did not check their work and Gremlins.

No matter who you work for or what you do, you have customers.  Identify them and treat them as you would want to be treated. Watch what you say.

-Best

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