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This idea was submitted by:
Lane Pontiac - Buick
Melbourne, FL
How do you solve the problem of "No Problem Found" or "Cannot Duplicate Customer's Complaint" to reduce comebacks and customer dissatisfaction?
The most frequent reason for he problem was a lack of proper communication. Usually, someone was in a hurry and only half of the story was reported on the repair order. The technician would read the complaint and try to duplicate it, without success. It was my experience when dealing with an owner complaint which required a roadtest, I could duplicate the condition with the owner's help while in the car.
The solution to the problem was to get involved with every car personally when the technician could not duplicate the owner's complaint. I would roadtest the car myself and take my celluar phone along to call the customer if I could not duplicate what the customer was talking about. Customer's just loved being called from their car to assist me with the diagnosis. I have not duplicated every owner complaint even with their help. I will tell you owner's feel like we tried 300% to solve their problem even if we did not find it. In the majority of cases we fixed the problem but in every case we fixed to customer.
