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My comeback rate on comebacks went from 1 in 5 to almost zero after I started writing the complaint word for word on the RO
Six years turning wrenches at a fleet yard outside Fresno and I used to think I was just bad at explaining things. Customer would come back two weeks later saying it still makes that noise, and I'd have no clue what noise they meant because I wrote 'customer reports noise' on the ticket like a knucklehead. About 18 months ago a guy brought his 2016 Ram 2500 back a third time for a vibration, and I finally started writing down exactly what he said, word for word, in his own dumb words, even the stuff that made no sense like 'it hums when I go up the hill by my mom's house.' Turned out the hum was a u joint and the hill was a red herring, but because I had his actual sentence I knew right where to look. Now I do it on every write up and my comebacks dropped off a cliff, I want to say I had maybe two in the last year instead of one every couple weeks. The young guys hate it because it feels slow at the counter, but it takes 30 extra seconds and saves me a tear down. Anybody else write the customer's exact words or do you translate it into tech speak right away?
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gray_smith6710h ago
Man, my buddy ran a muffler shop and had the same deal, started writing the customer's exact words like "rattles when I turn left by the school" and his comebacks dried up too. Funny how the weird stuff they say ends up being the clue you need.
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