How to be tactful ??!!

[dodgeboy]

I have a question that many of you seasoned managers may be able to help with. In light of all the turmoil that is going on in our business today, this may seem trivial, but this issue has come up a few times and I don't think I have ever found a way to deal with it tactfully. Recently I had a customer come in with Dodge Ram that needed the A/C-heater housing replaced in his truck. . The dash needs to come out for the job to be done. That, in itself, is not the problem. The problem I have, and the technician as well, is the truck is so disgustingly filthy inside that it's enough to make you want to throw up. The cigarette ashes, spilled beverages and just the general nastiness of the interior would make a septic tank look clean in comparision. How to you tactfully tell a customer that he/she needs to clean the interior before we work on the vehicle. To add to the displeasure, it's a warranty job. I've been doing this for many years, but this particular vehicle really made me sick

[texaslp]

Mr. Jones your vehicle is going to require a little bit of special attention before we can work on it. Would you please authorise us to make the arrangements with ABC detail shop to pick up your truck and detail it, and we'll collect their charges from you when we're finished with the warranty repair.

[TheOne]

Why be tactful? It is what it is, and the owner KNOWS it!
I would provide the diagnosis, and spell out the terms required for you to repair it.

[arnien]

I agree with The One, tell him it must be cleaned up, to some extent, the tech has to be on the floor boards to do the job. If the customer gets mad, what have you lost?

[Art_Mopar]

I agree that they must clean it up! I funneled a lot of work to my detail department that way.

[texaslp]

There's no reason NOT to try diplomacy and tact first. Okay if that doesn't work, then you try something else.

"If the customer gets mad what have you lost?" Seriously?

[ZOOM1]

"why be tactful?"---why not ? I agree with texaslp,there is no reason not to try to be tactful. "If the customer gets mad what have you lost ?"---maybe the business of 10 other people who this customer tells of the unsatisfactory treatment he received.Requiring the customer to clean it up first is one thing,but keep it professional

[TheOne]

My comment was not to suggest that being rude was the answer. I just found it odd to be searching for a "tactful" way to address the situation. Why not just be direct about it and call it the way it is?

Two people looking at a pig in a mud puddle:
first guy says "Wow that is one dirty pig".
Second guy says "Look how nice and earthy that package of bacon is wrapped in".

Which one would you rather talk to?

[cantfind122]

This sounds like a question for Mike Rowe and Dirty Jobs. I assume by the description this is a commercial vehicle probobly used by several or more workers. So I would pose it this way. We need to get under the dash of this truck and there is alot of "stuff" on the floors and dash board. We don't know what is important or not so if you could get everything out of those areas so our tech doesn't have to sort through it we don't have to worry about throwing out any important receipts or work gloves or antique coffee cups (little humor) that you don't want damaged. They know what you are talking about without being calle Pigs and usually they laugh. Remember Perception is only Reality to People with all their apendages otherwise Its a magic trick.

[ZOOM1]

TheOne-I guess it is a matter of perspective.The first guy is direct,to the point,and looking at "today's situation".The second guy is displaying a positive attitude(glass half full),and looking at future potential.Both perspectives have value,but I like a positive attitude.As long as he realizes that "the pig is dirty".....