Repeat repairs, similar repairs, or ineffective 1st repairs seem to be the biggest driver in causing trend report problems. Not only is it a trend issue but it affects the customer's satisfaction as well. And if you have this issue in warranty you also have it in customer pay. No customer likes to come back for the same issue. It is inconvenient and takes time away from work and family. It stinks!
We have been in some dealers that are trying so hard to overcome the repeat repairs that they over repair the car. This isn’t the answer either!
Most manufacturers have their own repeat repair process for you to follow. I remember the slogan from years ago, “fix it right the first time." So let's get back to those basics.
- Not only have the advisor print the customer history and VIN inquiry but READ it! Too many times we have been in circumstances where it is attached and no one READ it.
- Technicians, look for bulletins that address the customer concern before guessing at a repair.
- Never let a technician spend more than an hour trying to diagnose a problem without service management involvement.
- Advisors, you need to give the technician as much information as possible from the customer’s complaint. Do not add your own dialogue for what is wrong, even if you think you know it. See our post on the customer's concern.
- Technicians, verify the repair. Check to make sure you have indeed fixed the concern that the customer complained about. Quality control: keep the vehicle overnight if needed; test drive; shop foreman checks the repair (these would all be good practices).
- Inspect what you expect for the customer repair to be correct!
For more information visit www.awninc.com