When customers are unhappy.
WHAT DISPUTES TYPICALLY CONCERN
Cost exceeding the estimate Work not authorised Fault not fixed New fault appearing Damage to the vehicle Delay
WHAT PREVENTS MOST OF THEM
Written estimates, recorded approvals and condition photographs.
WHAT TO DO ON RECEIVING A COMPLAINT
Listen fully before responding Establish the facts from your records Inspect the vehicle
WHY INSPECT
Most complaints concern something specific and observable.
WHAT TO DO IF YOU WERE WRONG
Say so, and fix it.
WHY
It costs less than the argument and far less than the reputation.
WHAT TO DO IF YOU WERE NOT
Explain with evidence: records, photographs, the old part.
WHAT TO AVOID
Arguing in front of other customers Dismissing the concern Blaming the customer
WHAT TO DO ABOUT A FAULT THAT RECURRED
Re-diagnose without charge, and establish whether it is the same fault.
WHY
The same fault returning is your problem; a different fault is not.
WHAT TO DO ABOUT DAMAGE ALLEGED
Compare against the arrival photographs.
WHY THAT SETTLES IT
It is why the photographs are taken.
WHAT TO ESTABLISH
Who handles complaints, and what they may offer.
WHAT TO RECORD
Every complaint and its resolution.
WHAT TO REVIEW
Themes, which indicate process problems.
