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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.
So, I feel like most shops on this forum are performing some sort of multi-point inspection on just about every car that comes in. I know we do. I'm curious though what everyone's inspection consists of. Are you having techs pull every cabin filter and air filter? Test drive every vehicle? Are you pulling wheels to check and measure brakes?
Also, are you paying your techs for these inspections on top of other services? If so, how much?
Here is a copy of one of our digital inspections if anyone is curious. http://2un.me/yssm
Personally, I've struggled with checking cabin and air filters for 2 reasons. 1.) It is a bummer to pull out those filters, take pictures, make the recommendation, and the customer decline, just to turn around and put them back in. 2.) Some filters a real pain in the ass to check. I really struggle justifying pulling out a glove box assembly to find a clean cabin filter, or to find a dirty filter and the customer decline replacing it.
I've also struggled with with the following situation: We find a radiator leaking, build a quote, present to the customer, and they decline. I've toyed around with the idea of scrapping all component specific inspection points and simply informing the customer that we found a coolant leak on their vehicle and using that information to sell a '$49 cooling system inspection'... I haven't pulled the trigger on that yet.
It would be cool to see what kind of inspections you guys are doing on every vehicle and how you are handling different aspects of it.