"But it was working before"

[mspecperformance]

We all heard the "But it was working before" even when its a blower not turning on and the only thing you touched was a transmission flush LOL.

 

Lets hear the stories and also your best responses! I am always dumbfounded when people tell me this and I am quick to go into defense mode. Whats the best way to diffuse this type of situation.

 

 

BTW I have tried explaining that we have not even been anywhere that part of the car or that system, many times I get blank stares or "Yeah right buddy" type of looks.

 

 

 

[ncautoshop]

I've learned not to get defensive. I stay calm no matter how badly I'd like to scream in their faces lol. Once you get defensive you've lost your ability to negotiate and explain the facts. I just say "we're so sorry this has occured, we'll be glad to take a look at it and if we're at fault we'll take care of the issue, of course if we're not at fault we'll have to charge as per our billing policy" then we explain that if their uncomfortable with that their welcome to get a second opinion at their own expense.

 

Sent from my SCH-I605 using Tapatalk

 

 

[Joe Marconi]

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[mspecperformance]

Same story I had with a customer and his bumper. He had a scratch and wanted to point it out to me say, "this wasn't there before." Bumper had multiple previous scratches and deep parking battle scars and gouges. If I remember correctly I think I looked at him and walked away. Oddly enough I still see this customer to this day lol

[xrac]

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[Gonzo]

Don't get started.....