What should a service consultant do when a new customer mentions having previous unresolved issues at other shops?

When a new customer mentions having previous unresolved issues at other shops, it is essential for the service consultant to ask for the customer's repair records. This approach demonstrates a commitment to understanding the customer's past experiences and concerns, which helps in building trust and rapport. By reviewing the repair records, the consultant can gain insight into the specific issues the customer has encountered, enabling them to provide tailored solutions that address these concerns effectively.

This strategy not only allows the service consultant to clarify any misunderstandings about the unresolved issues but also ensures that the customer feels heard and valued. It shows a professional attitude and dedication to resolving the customer's problems rather than simply attempting to provide quick solutions without context. By adopting this method, the consultant can also identify any patterns or recurring issues that may need to be addressed, enhancing the overall service quality and customer satisfaction.