How to answer a complaint within 15 minutes

A complaint is not the problem — delay is. A customer who calls three times without an answer arrives with a lawyer, or with three other cars that will never drive in again.

In the first 15 minutes

1. Log it — number, name, the claim, when it was fitted, which tyre, which mileage.
2. Acknowledge the case — not the fault, the case: "I hear you, come in and we will look at it."
3. Give a slot — concrete: "bring it tomorrow morning, we solve it right away."

Once you inspect it

Three answers: your fault (fix it, learn, make it right), the customer's fault (explain, show, offer a fix), or the manufacturer's tyre (open the claim so the customer doesn't worry).

What survives

Speed, not the verdict. A customer who hears back in fifteen minutes returns — even when the answer is no.

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