DealersEdge Professional Forums

I often see customers using terminology that doesn't exactly describe their problem.

An example is the term "squeak" which some customers use to describe a rattle.

Just curious as to what other terms and definitions that others see when customers bring in for repairs.

I always like the "it just doesn't feel right" or "it is acting funny"

Hi Jerry:
Yes, customers do not always describe something the way we know it. I always suggest that the service advisor ask probing questions to make sure everyone is on the same page. Hopefully, the customer can demonstrate the concern,( remember, vehicles never have problems...only concerns!) Give me a call or e-mail if you would like to talk about some of the diagnostic tools I use.

Linda

Linda Graham Hansen
Auto Dealer Focus www.autodealerfocus.com
Thanks!

Linda I always appreciate your comments and insights - silly me I thought we were being humorous and light hearted - but never let that stand in the way of a plug for business

------------------
** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

Maybe we should have a (short) list for the customer to choose from. Similar to Ford's concern codes, but not as busy looking.

Noises
Clunk, Thump, Rattle, Chirp, Squeak, Whine

Smells
Gas, sulphur, mildew, electric smell

etc.

Customer doesn't mean to mislead you, they just don't always have the right word at the tip of their tongue.

JerryC,
"When" is the best word that can be asked by any Advisor. If the noise, rattle, thump, etc. happens when the customer turns to the left, obiously we turn to the left and listen for all noises. Most Advisors need an ocasional refresher coarse in "Advisor 101". Advisors get in the habit of quoting the customer on the RO to speed up the process instead of asking the right questions.

We made little booklits up with the information from the General at http://www.gmgoodwrench.com/Tips/Diagno ... roblem.jsp
Diagnosing the problem
How to speak to a mechanic.
Whats That Smell?
See This?
Its Not Running Right
Handling Issues
Wonderful list for consumers on symptoms and possible causes. Really helps comunication and understanding

[This message has been edited by GMRAISED (edited 06-01-2006).]

I love the good old "it runs rough" description. My all time favorite write up that one of my FORMER Advisors actually put on a repair order and dispatched to a tech was "customer states: vehicle sounds like a dry sock"! Unfortunately, I kid you not.

My all time favorite. Customer states there is a problem with the brakes.

Slightly different, but my all time favorite repair order comments:
Customer states there a big cloud of black
smoke coming out of exhaust.

Tech: NPF