Trust your ears; listen and write exactly what the customer says

[Joe Marconi]

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[Gonzo]

Have to agree with ya Joe, listening is a very important part of diagnosing. I tend to correct them when they say things like, "I have a shortage in my car." When what they really meant to say is, "I have a battery drain." For those "listening" occurences at the front counter I want to make sure that both of us are thinking on the same lines well before I get the car in the shop.

 

Too many times the lack of info becomes the issue in the repair. Other times it's too much information. Once I start to investigate a problem I generally can put their story together in an orderly pattern. That's when I go back and ask them something like, "So... when do you install the radio? Or, "Have you been hauling your lawnmower in the trunk? Sure looks like that is what caused the brake light wires to short rather than what you told me about your Uncle borrowing the car."

 

Yep, listening is the best way... it can be entertaining and informative at the same time. Gotta love it... it's part of our job.