When you repair a truck for a customer, you’re not just providing parts and service. You’re also providing peace of mind. You’re providing the customer assurance they can get back to work — that the problems of that service call are behind them.
So when it turns out they’re not, and the truck breaks down again, you can’t be surprised to get an angry phone call.
Your customers rely on their vehicles for their livelihood, and on you to keep those vehicles running. Waiting for a truck to be repaired once can be bad enough; a second service call to correct a previous failure or mistake is a luxury most customers cannot afford.
(Fleets say it’s also a major factor in how they choose their service providers. For more, CLICK HERE.)
But no one has a perfect record when it comes to service, and even when a dealer does everything right parts can fail and trucks can break down. It happens.
The best way to get through these stressful situations is to be honest, understanding and proactive in making things right. Just because a customer enters your facility under duress doesn’t mean they have to leave that way.
Mistakes happen; but there’s no reason to complicate them with poor customer service.
