Brakes Can Drive You Crazy
(My manager is talking to a customer about what they need fixed on their car. I often eavesdrop so I can hear from a person’s own words what is wrong. It often helps me to diagnose the problem.)
Customer: “The truck isn’t running right. It doesn’t have power and runs rough.”
Manager: “Well, when do you notice the problem?’
Customer: “When I’m slowing down.”
Manager: “I’m sorry, it doesn’t have power when braking?”
Customer: “Yes.”
Manager: “Do you mean the brakes don’t feel right?”
Customer: “No.”
Manager: “What about when you get back on the gas pedal? Does it go fine?”
Customer: “Oh, yes it has plenty of power then.”
Manager: “So, when you are on the brakes and slowing down, the truck doesn’t have power, but when you get back on the throttle it has plenty of power?”
Customer: “Exactly.”
Manager: *speechless*
(We take the car in and run full diagnostics. I never found anything wrong with the truck. It ran like it was brand new and had very few miles on it.)
Question of the Week
Have you ever served a bad customer who got what they deserved?
