By Joe Marconi
Sometimes I feel like I’m alone on a deserted island. I charge for diagnostic analysis. Why? Because I know what cost is to buy the tools, equipment, information systems, training and pay a technician to professionally and accurately diagnosis a check engine light, air bag, ABS or any other complicated problem. But, I feel a lot of shops are willing to give this up in hopes to get the work. In my opinion all they are doing is digging themselves in a hole.
And, I have heard all the reasons:
“If the customer gives me the job, I waive the analysis”.
“I package the analysis into the repair, so the customer does not see the diag charges”
“I will lose customers if I charge analysis”
And the best yet: “It only took me 10 minutes to diag the O2 sensor, so I can’t charge diag labor”.
Waiving the analysis is the same as a doctor waiving the x-rays and blood tests. They don’t do it, we should not either. I will also challenge those who “package” the analysis into the repair. You mean to tell me that after taking 1 hour to find a faulty mass air sensor, you will add the 1 hour to the 5 minutes it takes to install a new mass air? Come on, we all know the truth.
And let’s address the 10 minutes it took to find the failed O2 sensor. Did it really take 10 minutes? NO, it took years of training, years of experience, the investment in the right equipment and the investment in the right information systems. Why we sometimes diminish what we are truly worth is amazing. No other profession does that.
Sorry for being so tough on this topic, but business is hard enough these days and people question everything. If shops don’t realize what they are giving up, it makes it bad for all of us.
Please tell me what you think. Agree? Disagree? Or any other thoughts....
By Joe Marconi
Has any signed up or know of this product? "Truvideo"
BG has partnered with a company called Truvideo. The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video. The customer can see on video things like worn brakes, worn tires, a leaking hose, etc.
I think that this has its place in the multipoint process. Below is a link for more information.
Has this ever happened to any of you?
We recently went out of our way to accommodate a customers' vehicle repair request. Though the customer was argumentative about pricing, hours charged, parts used etc, they ultimately agreed to the repairs. About an hour or so later, we receive notifications of several 0 or 1 star reviews on many social websites including Yelp, Google, Yahoo, Facebook....... you name it they had an account or made a new account to put their side of the story out there.
How would you handle this? Do you feel obligated to complete the said repair?
Thanks in advance for your thoughts and opinions.
How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc?
my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God.
Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.
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