At work a colleague of mine takes care of the customers that have appointments in the service-department.
Case :
A customer have a 4 year old car for periodic service 60.000 km`s, we are working on the car when we find a fault that is covered by a 5 year warranty if all services are held. We check the database and find that he is missing the periodic service at 30.000 km.
My colleague calls the customer and explains the situation and the customer said he had that service at our workshop ....... ???? .... we explain we cant find that in our database and the customers pauses a second.
The fault we found is a 800$ job to correct and a 30.000 km service is a 450$ job.
The customer claims his salesman brought the car to us for that 30.000 service, my colleague confer with me and explains the situation, i say we investigate a little and call him back. I check our outstanding bills and finds an service-order with the correct licenceplatenumber that indicates the job is done but not billed - i give this information to my colleague and he calls the customer.
Customer : Hello
Colleague : Hello, its **** from Toyota ******** again - we found some info indicating you had the service but its not paid for .....
Customer : Eh .... what does that mean for me ?
Colleague : It means that if you pay the outstanding bill of 450$ you get the 800$ job free because of the warranty ......
Customer : Eh ..... but what if i don't want to pay any of the bills ?
Colleague : Then we wont do the 800$ job
Customer : Eh ... okay, but isn`t it a little late to bill the first one now, that was like two years ago ....
Colleague : I agree, so what do you suggest ?
Customer : Me ? .... i suggest you pay both bills !
................. silence (i`m standing right next to him and hears everything having a hard time not cracking up in laughs)
Customer : Hello ?
The story ends where the customer covers half the outstanding bill and get the warranty job for free after the after-sales manager steps in with tears in his eyes !
Case :
A customer have a 4 year old car for periodic service 60.000 km`s, we are working on the car when we find a fault that is covered by a 5 year warranty if all services are held. We check the database and find that he is missing the periodic service at 30.000 km.
My colleague calls the customer and explains the situation and the customer said he had that service at our workshop ....... ???? .... we explain we cant find that in our database and the customers pauses a second.
The fault we found is a 800$ job to correct and a 30.000 km service is a 450$ job.
The customer claims his salesman brought the car to us for that 30.000 service, my colleague confer with me and explains the situation, i say we investigate a little and call him back. I check our outstanding bills and finds an service-order with the correct licenceplatenumber that indicates the job is done but not billed - i give this information to my colleague and he calls the customer.
Customer : Hello
Colleague : Hello, its **** from Toyota ******** again - we found some info indicating you had the service but its not paid for .....
Customer : Eh .... what does that mean for me ?
Colleague : It means that if you pay the outstanding bill of 450$ you get the 800$ job free because of the warranty ......
Customer : Eh ..... but what if i don't want to pay any of the bills ?
Colleague : Then we wont do the 800$ job
Customer : Eh ... okay, but isn`t it a little late to bill the first one now, that was like two years ago ....
Colleague : I agree, so what do you suggest ?
Customer : Me ? .... i suggest you pay both bills !
................. silence (i`m standing right next to him and hears everything having a hard time not cracking up in laughs)
Customer : Hello ?
The story ends where the customer covers half the outstanding bill and get the warranty job for free after the after-sales manager steps in with tears in his eyes !
Wait behind the line ..............................................................