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To Sell or Not to Sell?


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The other day one of my techs was replacing front brake pads and rotors on an older Subaru. The caliper bracket bolts were seized and one of them snapped off. This is a common problem and we are well aware of it. We try our best with rust busters and heat, but sometimes nothing works. The tech drilled out the broken bolt and finished the brake job. No problem, right?

 

Here’s the problem, who pays for it? Me,or the customer? I asked the tech if he informed the service writer. He said he did. I asked the service writer if he told the customer and up-sold the repair. The writer told me it was a hard sell just to sell the brakes and felt he could not approach the customer. I informed my service writer that I did not buy the car, build the car or break the car.

 

I did something that maybe I should not have done; I went into the customer waiting room myself and explained the situation and sold the caliper bracket repair.

 

My issue is this. Are they times when we can't charge and we just have to eat it? I say yes and no. That depends on the situation. I also think that this particular writer needs more training in customer relations.

 

What do you think? Charge or not charge? What policy do you have?

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Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

I can totally relate to your story too. It happens in my shop. I have expression I use often with my service writers: Be competitive when you need to be, be profitable when you have to be.

 

Too many times, the service writers are thinking with their own wallets. Too many services are discounted because they want to make the sales. I understand this. It's a tough economy today and people constantly complain. The service writers get bombarded all day long from the public and can get gun shy.

 

But, I am with you...in order to remain profitable we need to keep track of every job

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Having had this same thing happen to me as the tech/shop owner, I have just eaten the repair cost. If I had done a close enough inspection to realize that the pins were stuck, I would have charged a little more. Of course, the last one I broke was the pastor of our church so those are a little easier to eat :) If I know it will need them, I price them as part of the repair. If I break them myself, I eat them.

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First, making points with God is a good thing.

 

You bring out a good point: if the inspection was done a little bit better, it would have been easier to charge a little more at that point. I think I will take this approach and also inform the customer beforehand that we may encounter additional problems. In this way the customer is somewhat prepared.

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