Troy Customer Detective Work
Posted in Service Standards on May 22, 2020
One might say the most challenging part of being an automotive service technician at Gary Knurek GoodYear in Troy is diagnosing a problem before it can be fixed.
Cars in Michigan are made up of a bunch of complex systems. There usually could be a number of reasons for any given symptom. So, it's challenging to track down the actual cause of the problem. And it can be frustrating for the vehicle owner because it can take time and money to get to the bottom of a problem. If it's not something obvious, it's easy for the customer to focus on the fixing and not the diagnosing.
Let us at Gary Knurek GoodYear introduce you to something we'll call 'Customer Detective Work' – helping your technician find clues to what's wrong.
We start with the detective basics: What, Where and When. Play along with me; You come in to Gary Knurek GoodYear and your car is making a funny sound...
- Q: Where's the sound?
- A: Around the right front wheel.
- Q: What kind of sound?
- A: Kind of a clunk, clunk sound.
- Q: When do you hear the sound?
- A: When I turn and accelerate.
- Q: Right and left? Forward and back?
Do you see where we're going? You're gathering additional information to help your technician at Gary Knurek GoodYear know where to start. Based on your car and the tech's experience, he'll know where to look and can start with the obvious suspects.
You can see how that would be more helpful than dropping the car off with a note that says "making a funny noise."
If the tech can experience the problem personally, he's better able to make a diagnosis and repair and then test to see if the repair solved the problem.
Ask us for details.