When I Say No, I Feel Guilty by Manuel J. Smith

Author:Manuel J. Smith [Smith, Manuel J.]
Language: eng
Format: epub, pdf
ISBN: 978-0-307-78544-2
Publisher: Random House Publishing Group
Published: 2011-01-11T16:00:00+00:00

Dorothy’s assertiveness in coping with demands that she cannot satisfy needs no comment from me. She speaks for herself!

Let’s now look at one of the easiest situations in which to get your money’s worth by being assertive; getting your auto fixed by a garage mechanic.

Dialogue #13

Arnold gets

his brakes

fixed.

Arnold purchased a small economy foreign car and, after a thousand miles’ use, noticed that oily leaks were evident on all four wheel rims. Taking it back to the dealer, he spoke to the service representative and was told that the problem was the brake cylinders and that they would be fixed. After picking up the car and driving it for a few days, Arnold was annoyed that the brakes squealed loudly whenever he used them.

Setting of the dialogue: Arnold returns to the dealership and speaks to the service representative.

ARNOLD: I had my brakes fixed under warranty here a few days ago and the brakes squeal badly. I don’t want them to squeal.

REP: Well, there is nothing we can do about that. Those are the standard brakes and they all squeal that way.

ARNOLD: I’m sure all standard brakes squeal that way, but when I bought this car the brakes didn’t squeal then and I don’t want them to squeal now. [FOGGING AND BROKEN RECORD]

REP: We can’t do anything about that.

ARNOLD: What’s the service manager’s name and where can I find him?

REP: He’s in that office over there.

ARNOLD: What’s his name? [BROKEN RECORD]

REP: Gerhard Braun.

(Arnold walks into Mr. Braun’s office, finds him dealing with another customer’s complaint, and stands there silently until the other customer leaves.)

MANAGER: Sit down, sit down. What can I do for you?

ARNOLD: (Still standing, looks down at the manager and speaks in a calm voice) What’s this crap your service rep is giving me that you can’t fix my brakes. They didn’t squeal when I brought them in to you and now they squeal.

MANAGER: Do you have the work sheet?

ARNOLD: (Handing it to him) Yes, and I want brakes that don’t squeal. [BROKEN RECORD]

MANAGER: It says here that the brake cylinders of all four wheels were leaking. We fixed them. Here’s what happened. The mechanic probably found a little brake fluid on the brake shoes and decided to replace them to give you better braking action. He didn’t have to do that, but we like to make sure that each car we repair is completely safe for our customers. We didn’t charge you anything for them. You got a whole new set of brakes for free.

ARNOLD: I’m sure what you say is true, but when I bought this car, the brakes didn’t squeal and after you repaired it, they do squeal. I want brakes on my car that don’t squeal. [FOGGING and BROKEN RECORD]

MANAGER: Well, those are the replacement brakes that the factory provides us. They are much better brakes than the original ones. They are harder and last longer and consequently they will squeal a little.

ARNOLD: Frankly, I don’t care what problems you have with your factory replacements. Perhaps they are better brakes, but I want brakes on my car that don’t squeal.

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