Taking your truck to a dealer to get worked on is much like the medical professional and how they take care of their patients.
All day long a truck repair shop is performing triage between the quick fixes and the major repairs. The balancing act comes into play when they keep pulling technicians off of the major repairs to take care of the garden variety of simple repairs.
From the customers perspective it looks like this. I have only brought you a simple repair why can’t you get to it now. For the customer who is in for major repairs they typically do not except any delays of the process of getting their truck up and running.
It seems as though we could help ourselves and the repair shops by scheduling our routine maintenance. There still will be the unexpected “emergency” but it seems it would go a long way to improving this whole process if the scheduled maintenance was done by appointment.
Each one of us feels as though our case should be the most important matter to be taken care of when we arrive for repairs. When we bring our truck in for repairs we feel as though it should be of the utmost importance. This process would never end because no repairs would be completed if the technicians were looking at the next repair before completing the project they are currently assigned.
As for myself I would have no problem if a dealer called and asked me to back off of a scheduled repair due to them being swamped for emergency repairs. I would rather have this phone call than to take my truck in for the scheduled appointment but have the technician working on an emergency and my truck not being worked on till after the emergency is finished. If I receive that phone call I can call the shots of either waiting for the scheduled service till a later appointment or trying to procure the services from another shop. Either way the shop that calls me with this information will gain my loyalty.
One method of making this process smoother has been to schedule my repairs to be performed when the truck will not be in service for multiple days. By giving the repair facility time to complete routine maintenance allows for flexibility to accomplish the task at hand. This in time developed a great working relationship with my local repair shop. Another bonus to scheduling my repairs has been the ability to have the same technician repairing my truck on a regular basis. By having the same technician working on my truck the majority of the time furthers the opportunity to create relationships. An additional benefit to having the same technician working on your truck gives them the ability to “know” your truck.
In the end will these steps make the repair process perfect? The answer is probably “no” but it sure can’t hurt.