does anyone use a could not duplicate form for techs

[jeff422]

DOES ANY ONE USE/HAVE A COULD NOT DUPLICATE CONCERN FORM FOR TECH.

[asekevin]

Jeff, I have a stated policy which includes procedures, steps to take, etc. I have a form that we use as well. If you would like a copy just email me at kschutt@gillmanauto.com
Kevin

[john]

Why would a tech get write-up that he could not duplicate?

I stopped that nonsense - It is the advisors job to verify all complaints - if the customer cannot show him the problem, it might be written up but no real time would be spent by a tech. The advisor should document it as a CND - not the tech. If my techs were getting a lot of CND gargage and wasting their money making time, I sat down with their advisor and had a "come to Jesus" meeting with him - the next time it happens , your fired!

Sure it happens every now and then - but not often enough to need another freakin form - My rule was, if you can't figure it out in 30 minutes, move on to the do-able stuff and get the advisor to call the customer for a better explanation and a test drive.

This is squarely an advisor problem and a strong manager can kill 90% of it with good management oversight and processes.

Good Luck

John
pika68@aol.com

[SVCDIR1]

Jeff, GM has a form for the customer to fill out at write up. It is more for symtom diagnostics, but would be handy in this "intermitant" situation. Advisors do not like the extra forms, but the techs would appreciate the added input by the customer. It may help the writeup. Dealerworld has it under service forms.

[zekensted]

There are absolutely problems that the writer should verify before the tech looks at the concern. But not all. We are all not so overloaded in our shop that we don't have time to dig a little bit for the root cause of an intermitant concern. The writers job is to dig deep for info with every customer and to provide information to the tech. It is the service managers job to decide how intermit concerns or CND's at write up are to be diagnosed, and what the tech will do if they cannot verify.

Lets face it, giving up the car for a few hours or a few days and taking time off of work....not on my list of fun things to do. So if they are at my door with a concern, I think the best way to take there money is to have a process in place that helps us turn those CND's into repairs or explanations. And since the customer has come to us instead of the competition, lets upsell what we can!

[topshop]

This has a simple solution, but most poorly structured dealer organizations will refuse to do it.

ANY slightly weird write ups, noises, etc...ANYTHING that smells like it might be hard to duplicate gets a test drive with a TECH and the customer together (the SA is not a tech and he/she won't be the one working on it). Done deal. Either it occurs or it doesn't and the result is clear to the customer.

Yet another reason why many customers go to the indies.

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Tom Ham
AutomotiveManagementNetwork.com

[MoneyMaker]

Zekensted & topshop are right on the money.
#1 consumers have better things to do than come to the dealer for (as they see it)hours to get some noise/vibration or intermit problem handled. IF they are giving us thier time, WE are glad to have them in ou shop.
#2 techs diag and repair vehicles. Advisors are to ask the appropriate questions and drill down for the tech what the concern is. Any thing that cannot be reproduced "in the drive" for the advisor or is intermittant. Techs test drives with customer, thats it!!
If verified, then we can fix = satified customer. If not verified, we still examine vehicle and along the way note maint. issues (multi point insp) etc.. From that point we either make a sale, set up a sale for future or at a minimum = satisfied customer, who will come back again.
And thats the name of this game.

[asekevin]

MoneyMaker,topshop,zekensted-
All of you guys are spot-on. I take it a few steps further. Besides doing the things that have been mentioned, I have added three other items to the form the customer TAKES home with them. 1. All applicable TSB'S, Serv. Bulletins, and recalls reviewed via manuf. website? (this box is checked off and we explain what all of this means) ----This next one I call "My Global View" 2. We here at Jack Leg Dealer know you have far better things to do today, we take your concern seriously even though we were unable to duplicate it at this time. We have contacted the Factory District Rep. and discussed your concern. At this time, no other similar occurances have been reported in our market, district, zone etc. (this action validates the customers concerns, allows us to to tell them that we do not think they are crazy-and we believe them!, also, this brings the "big guys" attention around to our little ole' customer_________________and last but NOT LEAST. 3. Mrs. Jones, we value your time here at XYZ Dealer and if the condition occurs, at any time, please come directly to the service lane and YOU WILL BE FIRST. YOU WILL NOT HAVE TO WAIT OR MAKE ANOTHER APPOINTMENT. YOU WILL BE AT THE HEAD OF THE LINE AND WE WILL TEST DRIVE WITH YOU IMMEDIATELY.

And yes, we really do this.

Tom Ham, I followed your posts on iATN while I was an indie. You sir, have much to say and I am glad you are here. KPS

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Kevin-Honda Service Manager, TX

[autochek]

I gotta say that this is something we are using in our Honda store and it works great. The techs are less apt to blow off a job.
The increased CSI scores are proof of this.
Lets remember that we are there for the customer and not the other way around. Without them there is no need for us.
I think the advisor needs to get ALL the info they can but to threaten their job is stupid. They are not there to diagnose anything.We need get out of the 1970's way of thinking.

[Lhansen]

Hi All:

I was happy to see that someone mentioned that the advisors are NOT there to diagnose. This can be a huge drawback when a former tech changes jobs and becomes an advisor. Old habits are hard to break sometimes.
Always get as much information as possible from the customer/driver of the vehicle. I like to ask the customer to demonstrate the concern, whenever possible.
One more suggestion, make sure that the advisor obtains a good phone number, where the customer can be reached while the vehicle is in for service. With our dependence on our DMS systems, a "today" number is often overlooked.
Thanks! Have a great day!

Linda


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Linda Graham Hansen
Auto Dealer Focus
www.autodealerfocus.com