By listening to the customer, we can often learn not only want in needs, but sometimes we can pick-up valuable information that helps us solve their problem. In this case, listening to the Customer helped us find an unusual problem that could have been overlooked and led to an expensive and unnecessary repair.
The Customer came into our shop with a 2005 Ford Taurus. He complained that he was having an intermittent jerk at highways speeds. The Customer had gone through the trouble of documenting the times that this jerk appeared, the temperature that it occurred and under what driving conditions he was feeling the intermittent condition.
