20d • General discussion
Ted's Toolbox Tip
This week I'd like to share the first '3 Laws of Automotive Service':
By 'law', I mean a statement of fact, such as regarding a phenomenon which always occurs if a certain set of conditions are present. Like Newton's Laws of motion, or the Law of Gravity, for example. These laws describe how objects will always behave in specific conditions (i.e. 'what goes up must come down').
Number 1 -- The Law of Recency: This law refers to the fact that what has been done to the vehicle recently (prior to the current customer concern) has a very high likelihood of being related to the current concern.
Number 2 -- The Law of Proximity: This law refers to the fact that what is physically located close to the system and/or component of concern is very likely contributing to the current customer concern.
Number 3 -- The Law of Design Intent: This law refers to the fact that if the vehicle, system, or component in focus is not being operated, installed, or fastened in the manner in which it was designed to be, then problems or failure will result.
Based on my 7 years of experience, I have found that the vast majority of customer vehicle concerns have something to do with one of these three Laws of Automotive Service. Let me know in the comments what you think! Do these resonate with your own experience?
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Ted's Toolbox Tip
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