The Temperature Of Confusion
Customer: “I need to make an appointment for my car.”
Me: “All right, when were you looking to come in, and what’s the problem?”
Customer: “I need an oil change, but I also have an issue. Something isn’t right.”
Me: “All right, what’s the issue you are having?”
Customer: “The engine smells… hot.”
Me: “It smells hot?”
Customer: “Yes, it smells hot.”
Me: “All right, are you smelling burning? Fumes? A coolant smell?”
Customer: “No, it just smells hot hot. [Owner] will know.”
(I get this frequently: that my owner will know. Of course he remembers every person and every problem!)
Me: “Is there any way for you to describe the smell more clearly?”
Customer: “Umm… It smells hot.”
Me: “All righty. Well, I have the notes in here, and [Owner] will check out the car when it’s in.”
(I go out to the garage after to tell the guys that this woman’s car “smells HOT and that [Owner] will know!”)
Tech: “Did you ask her what cold smells like?”
Question of the Week
Have you ever served a bad customer who got what they deserved?