The following method of procedure is suggested as a standard. Follow it closely if possible, though in some cases, where the nature of the trouble is plainly evident, this will not be necessary any more than a doctor who sees blood streaming from a severe cut needs to question the patient to find out what is wrong.
It may not always be necessary to ask all the questions which follow, or to ask them in the order given, but they cover points which the repairman should know in order to work intelligently. Some of the information called for in the questions may often be obtained without questioning the customer. Do not, however, hesitate to ask any and all questions covering points which you wish to know.
1. Greet the customer with a smile.
Your manner and appearance are of great importance. Be polite and pleasant. Do not lose your temper, no matter how much cause the customer gives you to do so. A calm, courteous manner will generally cool the anger of an irate customer and make it possible to gain his confidence and good will. Do not argue with your customers, Your business is to get the job and do it in an agreeable manner. If you make mistakes admit it and your customer will come again. Keep your clothes neat and clean and have your face and hands clean. Remember that the first glimpse the customer has of the man who approaches him will influence him to a very considerable extent in giving you his business or going elsewhere. Do not have a customer wait around a long time before he receives any attention. If he grows impatient because nobody notices him when he comes in, it will be hard to gain his confidence, no matter how well you may afterwards do the work.
Let the customer tell you his story. While listening, try to get an idea of what may be wrong. When he has given you all the information he can, question him so that you will be able to get a better idea of what is wrong.
(a) How long have you had the battery? See page 242.
(b) Was it a new battery when you bought it?
(c) How often has water been added?
(d) Has distilled water been used exclusively, or has faucet, well, or river water ever been used? Impure water may introduce substances which will damage or even ruin a battery.