Quantcast
Jump to content


Do you charge or not charge in this scenario?


Recommended Posts

Your technician performs an oil change or state inspection and finds a side marker light bulb out.  The CSA gets approval from the customer to replace the bulb.  The technician performs the labor to gain access to the bulb.  The technician finds that water intrusion has caused damage to the socket.  The CSA notifies the customer but the customer declines the service.  Do still charge for the labor portion of the originally approved bulb service as this was already performed but the bulb was not replaced?  Do you not charge anything at all because the issue was not resolved?

Link to comment
Share on other sites



This is one of those things you will come to learn through experience.

I charge it, but before you make any decisions let me tell you how is it that I have arrived at my position. -How well do you know this customer? I have learned through experience that a light bulb out, is not always just a burn light bulb. Teach this to your Service Advisors, and techs, although techs should already know this. I learned early on that Mercedes and BMWs would suffer from defective sockets, VW, Fords, whatever. So before you offer and service, make sure you have an idea of what the worse case scenario can be.

So, in this particular case, I would have had the tech check to make sure it was only a bulb that was needed before calling the customer or would have told the customer that a light was out and we didn't if it was a burn bulb, fuse, or socket. That way you would have not surprised the customer if he declined the repair.

So depending how good this customer is, and how well I know them, I would charge them for the install and tell them I would give them a credit when they want return for the complete repair. The point is, you want to keep the customer if he is worth it.

  • Like 1
Link to comment
Share on other sites

Thanks for the replies Joe and Harry.  

To answer Joe's questions:  The vehicle was a new vehicle with low mileage.  The customer suspected that it might be covered under warranty and wanted to take it to the dealer to verify.  It was a first time customer who had no previous work history with our shop.  The job was sold with the assumption that it was the bulb but upon further investigation by the technician, the socket had been damaged due to rain intrusion.  We charged for the bulb service labor but did not charge for the part/bulb itself as this would not have resolved the customer's issue.  

To Harry:  How do you typically sell/price a light that has gone out on a vehicle from an oil change/state inspection?  Typically customers want a price before committing to a service and the price could vary based off of all of the different reasons why a light could be out.  We typically sell with the assumption that the bulb itself has gone out unless we can see obvious damage.

Link to comment
Share on other sites

1 hour ago, 5 Star Auto Spa said:

To Harry:  How do you typically sell/price a light that has gone out on a vehicle from an oil change/state inspection?  Typically customers want a price before committing to a service and the price could vary based off of all of the different reasons why a light could be out.  We typically sell with the assumption that the bulb itself has gone out unless we can see obvious damage.

5 Star, I don't have to tell you, everything is about communication. Know your customer is not only good policy for the banking industry, it is the same with us. For example, the cashier girl is more price sensitive than the IT engineer guy. So, when you offer a service, leave it open to additional work that may be needed. We do this all the time, " Joe, you have a light out, could be the bulb, but sometimes the connector melts or corrodes, we will check it out, ok." My point is to always manage expectations to provide the best customer experience.

  • Like 1
Link to comment
Share on other sites

Thanks for the reply Harry.  In that scenario you just mentioned, what do you charge the customer to "check it out"?  Is that service complimentary?  Do you charge for "checking it out" if the customer declines the service once you have told him what he/she needs to fix the issue?

Link to comment
Share on other sites

44 minutes ago, 5 Star Auto Spa said:

Thanks for the reply Harry.  In that scenario you just mentioned, what do you charge the customer to "check it out"?  Is that service complimentary?  Do you charge for "checking it out" if the customer declines the service once you have told him what he/she needs to fix the issue?

Hmm, I don't follow the question. Are you setting me up? :)

Well, I have to know what's it I am selling, so yeah complementary to check it out. But if I have to diagnose an electrical issue, I give the customer a preliminary estimate before we teardown. Again, know your customer. Keep in mind, there are opportunistic people that will not buy from you, but get anything you give them for free. ( I am sure you know this, but I am being verbose for the young guys that are learning the ropes.)

Edited by HarrytheCarGeek
a word
Link to comment
Share on other sites

Like Joe says, there is a lot of gray areas with issues like this in the business.  Like most of the other reply's here, a lot of it has to do with how you present it to the customer.  It's not totally clear from your post, but it sounds like your CSA presented the issue "bulb out"  and the solution "replace bulb" and the cost.  The customer agreed to the "cost" to "solve his issue".  So if the "issue" is not resolved, you cannot fault the customer for not wanting to pay the "cost".  A lot of customer's will understand, but it is not unreasonable for a customer to see this as unfair.  Now, if you state to the customer, "you have a bulb out and we need to start by finding out why, and that will cost x and if it is just a bulb, it will only be x", what you are selling them and what they agree to are very different.  That way there should be no conflict getting paid for it as you should. 

 

Scott        

  • Like 1
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
  • Similar Topics

    • By nptrb

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Changing The Industry
      When A Customer Tries To Bring You Their Own Spark Plugs #carrepair
    • By carmcapriotto
      Thanks to our Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today's Class Discover the significance of mentorship with Bill Weaver, a NAPA Autotech Trainer, and his mentor, Jim Dzurik. They share personal stories and insights into their mentor-mentee relationship, highlighting how mentorship has profoundly impacted their lives and careers. The conversation delves into the importance of passing on knowledge and wisdom to the next generation. The episode emphasizes the value of seeking and offering mentorship to foster growth and personal development. Bill Weaver, NAPA Autotech Trainer. Listen to Bill’s previous episodes HERE Show Notes
      The idea of a mentor-mentee episode (00:01:02) Bill Weaver proposes the idea of a mentor-mentee episode, leading to the discussion of mentorship and the impact of having a mentor in one's life and career. Mentoring Bill Weaver (00:02:05) Bill and Jim discuss their mentor-mentee relationship, including Jim's initial impressions of Bill and the challenges and growth they experienced together. Teaching and learning (00:04:45) How Jim taught Bill about responsibility, punctuality, and the importance of learning and listening, leading to Bill's personal growth. Bill's entry into the transmission shop (00:05:58) Bill's entry into Jim's transmission shop and the initial impressions and experiences of working together. Challenges and growth in the mentorship (00:07:17) Jim's candid admission of being frustrated at times and the challenges they faced, including humorous anecdotes about being fired multiple times. Teaching the "why" and "how" (00:10:24) The importance of mentors teaching the "why" and "how" to their mentees, and Jim's realization of his role as a mentor. Passing on knowledge (00:12:07) Bill's realization of the importance of passing on knowledge and being a mentor to the next generation, inspired by his own mentors. Memorable moments and popular culture (00:14:11) Fond memories and experiences shared between Bill and Jim.. Star Wars memory (00:17:20) Discussion about watching Star Wars and the impact it had. Mentorship and life skills (00:20:26) Discussion about the mentorship relationship, life skills, and wisdom. Importance of research and failure (00:24:06) The significance of research, failure, and learning from mistakes in mentorship. NASCAR and boxing stories (00:28:47) Stories about NASCAR involvement and interactions with famous boxers. Retirement and family influence (00:31:29) Conversation about retirement, longevity, and family influence. Legacy of mentorship (00:32:56) Reflection on the impact of mentorship and teaching. Finding one's calling (00:38:00) Discussion on how individuals may discover their true calling and the importance of pursuing it. Becoming a mentor (00:40:11) Encouragement for individuals to volunteer as mentors and the impact of expressing gratitude to mentors. Persisting and seeking knowledge (00:44:25) The importance of persistence, continuous learning, and adapting to changes in the automotive industry. Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X (Twitter): https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections                                  
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
      Check out their podcast here: https://autorepairmarketing.captivate.fm/
      If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
      In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching addresses the negative impact of pride in the auto repair industry. He offers strategies for shop owners to overcome pride, such as staying open to learning, seeking feedback, and embracing change. Cotton stresses the importance of building a strong team, networking, and setting realistic goals. He advocates for a balance between pride in one's work and humility, underlining its significance for business success, personal well-being, and family relationships. Shop Marketing Pros is also featured, promoting their marketing solutions for auto repair businesses.
      The Introduction (00:00:00) Introduction to the podcast episode and a brief overview of what to expect. The Impact of Pride on Auto Repair Business (00:01:43) Discussion on the detrimental effects of pride on business decisions in the auto repair industry. Manifestations of Pride in Business (00:02:53) Eight ways pride can manifest and cause problems in auto repair business, including resisting change, ignoring feedback, and refusing help. Strategies to Overcome Pride (00:09:51) Strategies to keep pride in check, such as staying open to learning, seeking feedback, and hiring a coach or consultant. Conclusion and Sponsor Acknowledgment (00:13:19) Closing remarks, encouragement for growth, and acknowledgment of the sponsor, Shop Marketing Pros.  
      Connect with Chris:
       
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
       
      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
    • Water Proof And Self Adhesive
    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.



  • Our Sponsors



×
×
  • Create New...