Henry is the only technician at work today. Most people at the garage are off sick. Henry's task is to finish the repair on a car engine. It's scheduled for completion tomorrow afternoon.
Paul: Hey Henry, we need your help at the front desk.
Paul: Jake, Peter, Michael, they're all sick. I can't believe it!
Henry: Really? That's terrible! I'd like to help you Paul, but I'm tied up here.
Henry: This car has to be ready by tomorrow afternoon.
Henry: I'm in the middle of repairing the engine.
Paul: How long do you think it will take?
Henry: Probably a day or so.
Paul: That's no good. Is there anything anyone else can help you with?
Paul: Sam is in today.
Henry: Yes. He can help me do a few things while I'm at the front desk.
Henry: I can check on him every now and then.
Paul: That sounds like a good idea.
Paul: I'll see you at the front desk in 5 minutes, OK?.
Henry: Right. I'll go talk to Sam now.
Henry: Could I have some time to clean myself up?
Paul: OK, see you in 15 minutes then.
Sue booked her car for service a week ago.
The garage is unable to contact her to reschedule the service, her phone number has changed.
Henry: Good morning Ma'am. How can I help you?
Sue: I'm here to have my car serviced.
Sue: I booked it in a week ago.
Henry: Sure. Whats your name Ma'am?
Sue: Richardson, Sue Richardson.
Henry: Is that 254 Red Hill Road?
Sue: Yes.
Henry: And your contact number is 405 555 6543.
Sue: Actually I changed my job.
Sue: Here's my new number.
Henry: Ah! I guess thats why we couldn't contact you this morning.
Sue: Why? Are there any problems?
Henry: It's not really a big problem.
Henry: Most of our technicians are sick today.
Henry: We've had to postpone some jobs.
Henry: Hopefully we'll be back to normal tomorrow.
Sue: But I'm going on vacation. Will i get my car back this afternoon?
Henry: Don't worry! We'll take care of you today.
Henry: Lets see what needs to be done.
Sue: Isn't it just the usual ten thousand mile service?
Henry: Sure. And how is the car running?
Henry: Is it driving well? Nice and smooth?
Sue: Yes. I'm very happy with it.
Sue: Actually, I think I heard a bumping noise coming from the back.
Henry: Really? When did you start to notice it?
Sue: About a week ago.
Henry: Is it a big bump or a small bump?
Sue: A small one, I think... but it seems to get a bit louder.
Henry: I'll certainly check it out for you.
Henry: OK. We can do the ten thousand mile service, and have the car ready by 5 this afternoon.
Henry: But I can't promise we'll be able to fix the noise problem.
Henry: It really depends on what it is.
Henry: I'm the only technician here today.
Sue: I understand, but I really need the car back this afternoon.
Henry: I'll try my best. I'll give you a call when we know what the problem is.
Sue: Thankyou.
Henry road tests Sue's car, and checks all the vehicle systems.
According to the vehicle's ten thousand mile service schedule, the oile needs changing, as do spark plugs, air and oil filters.
But Henry wants to check out the noise first.
He finds the top mounting on the rear-left hand shock absorber is loose, and the shock absorber is starting to leak. It needs to be replaced.
Henry goes to the spare parts department to get the replacements, but there is noone to help him.The parts guy is sick too.
He finds everything except the shock absorbers. They're on back order, so he calls his friend at the local aftermarket parts store.
Henry: It's Henry. I need rear shock absorbers for a '97 Froda.
Joe: Sure, we have them here. Just fax your order through.
Henry calls Sue to tell her about the problem with the shock absorbers, but Sue's not in the office.
Sue:Hello, this is Sue Richardson. I'm not available right now. Please leave a message after the beep.
Henry:Hello, this is Henry Fraser from Anderson's Auto Service.
Henry:I'd like to discuss the noise problem with your car.
Henry:Please call me back, as soon as you can.
Henry:The number here is 405 555 5433, I repeat, 405 555 5433. Thankyou.
While he is waiting for Sue, Henry is checking with Paul about the warranty for the non-genuine parts.
Then Sue rings.
Sue:Hi Henry, its Sue Richardson here. Thankyou for your message.
Sue:Oh no... can you fix them by this afternoon?
Sue:Yes I see, and will I still get the same warranty for the parts and repair?
Sue:Great! See you at 5 then.
After receiving Sue's approval, Henry faxes the order to Joe.
The part arrives in the afternoon.
Sam: Henry, there's a delivery for you.
Henry: Great, lets get onto it.
Henry: I'll get the shop manual, we may need it.
Sam: Ouch!
Henry: What's up? Are you OK?
Sam: I'm OK, I think... its fine, just a scratch.
Henry: No its not. You're bleeding!
Henry: Go and clean your hands, and let me look at it.
Henry: And don't forget to fill in an accident report.
Its 5pm, and Sue comes to pick her car up.
Henry and Sam have just finished servicing the car.
Sue: Thanks a lot! I appreciate it.
Henry: Not a problem Ma'am. I hope you enjoy your vacation.
The situation today is like the other day, but Henry uses different communication approaches this time. As you can see, the outcomes are very different.
At the end of the day, Sue's happy. Her car is serviced, and the shock absorber problem is fixed. Everything is done in time for her vacation.
Another happy customer makes Paul happy too. His business is doing well, with good word of mouth from happy customers. He also appreciates a valuable employee like Henry, who he can trust and rely on during a day like this.
Henry is feeling good about himself. It's been a long day, but he's managed to finish all the tasks. Everyone recognises and appreciates his efforts. It doesn't require much more effort to be a good communicator, but the outcome will definitely be well worth it.
Remember, its a lifelong learning process to perfect your communication skills.
Now its time to put all the principles you've learned into practice.
