Ok,.Ill admit it...i had a really bad week and needed to vent...(better here than on a car) I take great pride in what i do and at times @#%& happens, (disstractions from parts or service or a car that just wont go away)We here have very set procedures , check list that the customers recieve and a second quality controll and cleanup to make shure the missed smudges and finger prints are gone, tires torqued and psi set etc...etc...
What some people dont understand is how complex some of these cars are...one comeback is not always related to the previous repair.
Frank you are correct.....find out who and what kind of training the tech has had before he starts tearing into a job.I have many pleased customers and i also have had some who just for some reason no matter what you do they just cannot be pleased and i have always taken the first stem to go the extra mile and satisfy them with no luck, at that point i have to turn the car over to someone else, some have requested that i please work on their car. i have even had a cust. pull me aside and tell me he was sorry (big miss-communication with a new service writter, and that will happen sometimes)Let me tell you there is no better feeling that when a customer says directly to you "thank you, you have done a great job"
I try to teach the "younger techs" the importance of being orginized and keeping a clean area, (you never know when a customer may venture down to check out the work being done) if they see a nasty pile of tools on your bench and your taking 15 min to dig through and find a screwdriver...well it dosent look good.... im starting to ramble again..so i better stop here.
Take care all