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"Can You Just" Brigade

Eric Roberts
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Eric Roberts Apprentice

Eric Roberts

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Hi guys just  a short one this! As garage owners present or past how do or did you cope with the "can you just" brigade. This is the customer male or female (or otherwise) who just asks if "you could pop a light bulb in for me please". I no it could be a slow day, then this would not be problem, but does it annoy you. We had one in the other Saturday. A guy pulled in and wanted us to check  knocking on the rear end. The car was road tested and on the ramp for two hours on a busy Saturday morning.

Eventually we found a broken coil spring on the front of the car! I am sure there are much worse stories than this but it really gets me mad sometimes?

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bantar Community Regular

bantar

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We take the approach that "looking at it" is free and done by one of our service advisors and/or a quick under-car look by a GS tech.   The only determination that we will make is whether or not it needs to come into the shop.   If we hear a weird noise, it needs to come in.   Now, we will use the data gathered to write a good steps to reproduce.    Most of the time, if they have something that's clearly unusual, then the conversation gravitates immediately towards "it needs to come in".   We do quite a bit of looking to confirm that there is a problem.  We let them know if we think it is safe to drive for a few days or if it needs to come in immediately.    This is not a diagnostic test, but rather helping someone plan their visit, if needed.   We build trust with the free looks.

We charge for most everything, including light bulb and wiper installs.   For "emergencies", such as changing a spare tire, in our lot, I'll often say "tip the guy doing it.  We won't charge you".  We also don't charge for minor skid plate corrections.  For some reason, I feel like flats are "taking advantage", when it is no different than a random light bulb burning out.    (We don't fix or sell tires).

You'd be surprised at how many people will suddenly want to install their own wipers when a fee is attached.   I call these folks "takers" or "consumers".   Not so much with light bulbs as they gave up on their self-install before arrival with a new bulb in hand. 

It sounds as if you have a lot more of the "I feel guilty for charging for... " than I do, but we're both guilty of being nice too much and should be hardened businessmen charging for all work done...  😉  or somewhere in-between.

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Eric Roberts Apprentice

Eric Roberts

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Hi we are becoming more stricter with our charges going forward. Our competition which is a multi nationals charge their customers a lobor charge for fitting  battery or a light bulb plus the part. Customer do pay for these things ! Most of it is in our own heads. We should be stronger and tell the customer how it is up front. Thanks 

 

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