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I like to have the customer ride along on a test drive. I don't want them to drive though, I want them to sit in the passenger seat and point out the issue they have as I manipulate the car and recreate then isolate it.
On numerous such test drives, after being unable to duplicate and chatting away with the customer for a few minutes while driving around, they've "slipped up" and told me the complete opposite thing they told the service advisor or some completely new bit of info and that turns out to be the key.
I have trouble seeing how they repair cars without that connection to the customer, it's such a gold mine for diagnostic.
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