It's time to shift your mindset on comebacks! Consider comebacks as a second opportunity to learn, make it right with the customer, have a training moment with your employees, and document and discover ways to improve your quality control. Watch Episode HERE Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE. Deidre Parker, Chloe's Auto Repair, Woodstock, GA. Show Notes:
- It's your second opportunity!
- Address the issue promptly: When a customer returns with a complaint or problem, the repair shop should address the issue promptly and efficiently. This includes communicating clearly with the customer about the problem and what steps will be taken to resolve it.
- Re-diagnose as a Team: The original technician and another technician/manager/Forman should thoroughly verify and diagnose the issue TOGETHER to determine the cause of the problem and the appropriate solution. Another misdiagnosis or underdiagnosis will damage the repair shop's reputation and further destroy the client’s trust.
- Prioritize the repair: Comebacks should be prioritized over other work to ensure the customer's vehicle is repaired immediately. This demonstrates the repair shop's commitment to customer satisfaction.
- Analyze the root cause: When a comeback occurs, the repair shop should analyze the root cause of the problem to identify any areas for improvement. This includes reviewing the repair process, technician training, and parts selection. Implementing changes to address the root cause can help prevent future comebacks.
- It may not be your fault, but it is your problem- empathy, resolve, and quickness. Evidence will be the evidence, but there is an opportunity to have integrity.
- Establish a healthy culture of accountability.
- Assume derived from the individual, but what about your processes? Communication error? What is your definition of a comeback at your shop?
- Documentation of the initial visit
- What is the greatest prevention tool? Final QC process
- “Cherish the Customer” allowance for customers
- Aaron Woods: We define comebacks as any reason a customer has to return due to an error in communication or...