Chris Collins walks through a 1-10 scale for rating automotive service comebacks, where 1 means no repeat visit and 10 means life-threatening or insurance involvement. He explains how he records scores on a comeback sheet and adjusts for context: technician error versus product failure, new vehicle tech, and recalls.
There is a degree of comeback, right? So now we leave the lug nuts loose and a wheel falls off while the customer's driving down a freeway is completely different than a grease fingerprint on the headliner.
Agreed.
So there's a degree of, hey, is our insurance company gonna have to get involved? Is somebody's life at stake in this comeback, or is it, you know, just an attention to detail thing, Trim runability issue, whatever? Right. Like, okay, the. They. They came in and the stereo wouldn't turn on, and then it turned on, and now it isn't turning on again. Maybe it's whack. A mole. And. Yeah, you know, so there's a degree of, like, if a technician doesn't have comebacks, and there. There's a technology issue with the car, and even the fact they're doing what the factory is telling us and the. That. That just happens sometimes with technology. So I do have a degree of 1 through 10 of how I rate these comebacks, and I will put that on the comeback sheet up in the right hand corner. This is a 10. Like, you could have killed somebody. This is a one. It really isn't a comeback.
Right?
This is. This is Ford trying to figure out how their software works.
So now you're developing a scoring system.
But I think it's important because if you just look at the file and you say, well, this guy's got five comeback in the last two months, but he's wor. He's the only guy certified on this stupid thing on, you know, the intermittent electrical problem.
That only happens on past days.
Is it. Is it the tech or is it product issue? And now all of a sudden, there's a recall for that? Because that happens sometimes for sure.
What would you do if there was a case? Where would you pull that out of their file if they ended up. If you had a comeback, you did everything you were supposed to do, you followed the line, and then a month later, they come out with a recall. That's the fix that was not available before. Would you pull that comeback from their file?
Because I have a scoring system. I know that they aren't that big of a deal. I would staple them together and leave it there.
Would you rescore it?
I think I. I can't remember a time where I didn't score it right from the beginning.
Oh, okay.
Like, I kind of.
You can tell if something's janky or not, basically.
Well, like, if Avery, if it's technology and it's new technology on a new vehicle, I'm. I'm Grading that with a curve.
Okay.
Like, well, you, you've been around, especially somebody like. So let's say. But let's just say, for example, and I, I think this will make sense to everybody. I got a technician who in his thing has left a drain plug loose. He's left a lug nut loose. And now he has a comeback on an electrical issue.
It's not good.
No.
Now technician B has a comeback on an electrical issue. Has a comeback on a. On a radio or something like that.
Yeah. The 10 is obviously the thing.
Well, there's two tens in the other guy. Yeah, these, these are both like twos or threes.
Right.
And in the, in the process, you can figure out, did they double check their work? Well, it worked when they left. They did. They followed the process. And you know, you can tell if you really pay attention and ask the right questions, you can tell, like, we should always have an attention to details. You should always check. But if it left there and it was working and now it's not.
I'm not going to be so quick to, to do much more than a two or a one or whatever. So you, you know, everybody's their own individual. And I just, I want to have the whole story and I don't want to edit the story, but I'm definitely, I'm grading on a curve because comebacks come in many forms. Totally.
Yeah. You can't put them in a box.
At all, but does that make sense?
Thanks so much for watching this clip of Service Driver Revolution. We're uplo new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers dot. Chris Collins, Inc. I'm Chris Collins, and I'll see you in the next video.
