Steve has written a story about his neighbour having a bad experience with his mechanic. A small business man running a laundry business cleaning industrial clothes and cloths with his van. He lately, nhe van was not running right, and was often misfiring. He asked the mechanic for a tune up or a 'fix up'.
Don returned to pick up the van, only to find that the engine had been pulled out.
The problem here is that there was a major lack in communication between the mechanic and the customer, and possibly the team at the shop.
If this was done right, the shop would have rung up Don to explain to him why the van is not running right. This would have given Don the opportunity to decide if he wanted it done or not, rather than coming to find he had no option.
As a mechanic, we need to make sure that we meet customer's satisfactions and care, making sure that the customer does not feel pressured and feels free to make the decision for themselves. One bad customer experience can lead on to a bad reputation.
It is important to treat every individual customer right and have consistency. This is a very good example of a bad experience.
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