The great service managers know what questions to ask. Customers say the dumbest things. It's the difference between a mechanic getting"Customer states it makes a womph womph sound sometimes." and "Customer states it makes a Womph Womph sound when they're trying to get on the highway." The first one could be anything the second one points to a transmission problem. The mechanic still needs to diagnose it, that's not the service managers job but they can make it a lot easier.