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Wife called about transmission fluid change..

3K views 7 replies 5 participants last post by  DodgeCares 
#1 ·
So, Ive got a ton on my plate, trying to get a lot of stuff knocked out before I start a two week business trip the Jacksonville near the end of this month. Trim for the flooring, replacing some lattice, laying some vinyl plank stuff int basement hallway. So wife called, asked exactly....

"Hi, Ive got a 2006 Charger SRT-8 that I want the transmission fluid changed by dropping the pan, NOT flushed, can you do that?

He tells her (it's on speaker so I can hear) "No, Ma;am, I cannot simply change the fluid, we only do flushes"

She says, "Oh my husband just walked in, can you explain to him?"

He asks why I want the fluid changed and not flushed, I tell him it's got 180,000 miles, and I don't want to take a chance on disturbing stuff. Makes sense, given the mileage, he says and he says he can do the pan drop now. Hmmmmmm, so, when a woman is speaking, you cant, but suddenly when a guy comes on the line, you can? These are the reasons I do most everything myself. Even when it means something else has to give, I simply dont trust them. I'd give it even money they would flush the damn thing anyway and claim bad comms. And when my trans ate itself, it would "Well, it was on it's way out anyway, a new one will set you back 5K"
 
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#2 ·
My Dealer absolutely refuses to do tranny a fluid flush.

I witnessed them interacting with a customer a few months ago when he requested a tranny fluid flush.

Service Writer: "I'm sorry Sir, but we won't do that."

Customer (annoyed and rolling his eyes) "Ok fine, I'll just get it done somewhere else."

Service writer (deadpan face) "It's your choice Sir, would you like a quote on a new transmission now or after you get that flush done?"

Me: LOL!

The guy looked and me nodding my head and decided to get the standard service with straight fluid replacement.

I love a Dealer that knows what they are doing. These guys are great. :grin2:
 
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#4 ·
Hmmmmmm, so, when a woman is speaking, you cant, but suddenly when a guy comes on the line, you can?
To be fair, that's not how your script was acted out.

Remember that customers in many industries often ask for things they think they want, but don't. I'm in IT and I can't count how many times I've heard someone tell me they want a new "hard drive" when what they actually want is a new computer. People frequently use industry-specific terminology they think they understand, but don't. It's actually - on average - good customer service to perform automatic translation from Layperson to Specialist.

Your wife asked for a service they don't normally perform. She got the answer "no". She escalated it to you who continued to ask for the service they don't normally perform. The service person caught on that there was pressure for a specific service, not simply Joe Average terminology ignorance, and went further to ask why you were both asking for the specific service you were. Once that question was answered and you'd established yourself as actually knowing what you wanted, the accurate answer was provided.

It's rough, knowing things. It really is, because very often you will be auto-corrected by sales and service people, but remember, they deal with the ignorant all day long, and ninety nine times out of a hundred they're right to auto-correct for ignorance.

Just saying... there's plenty of sexism, racism, class-ism, nationalism and other discrimination going on in the world... no need to assume more is going on when Occam's Razor suggests something else is going on.
 
#5 ·
Yours and GLHS837s are two different perspectives, My thought is that reality may lie somewhere in between...but given that he was actually there, the pendulum of credibility swings to him.

Occam's Razor states that "all things being equal, the simplest explanation is usually the correct one." In this case, a stupid service advisor trying to upsell a service is the simplest explanation. Yours is a more complex explanation and therefore falls behind in consideration.
 
#7 ·
She was told, "We dont do that", not, "We don't recommend that based on this or that". I have been dealing with working through what customers say they want vs what they need for years myslef, I've sold both lumber for 84 Lumber and tools for Sears, so I hear what you are saying, but at the same time, your job is to get the customer what they need, true, but lying isnt ever a good way to do it. The ends dont justify the means. Educate, dont lie.
 
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