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Too High Priced?


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A customer accused me the other day of being too high priced on a brake job. He actually called back to complain. This customer has only been here twice.

 

The funny thing is that we did the job in a timely manner (he waited for the job), the service advisor explained in detail exactly what needs to be done, we informed him at his last visit that he would need brakes soon and the price for the job was fully explained before we started and was itemized in detail.

 

I got the phone call when he called back, but no amount of reasoning would make him happy. I said to him, “So you not questioning the quality of the job, the quality of the parts, the fact we did it right away for you and that all the charges were explained in detail before we started?”

 

He just kept on saying we were too high. At this point I thanked him for his business and said hope to see you soon….although I don’t think I will ever see hi again.

 

I would you have handled this?

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I did think of offering him something, but his nasty attitude really turned me off.

 

I am a business man, but I am a "man" first. Don't some things transcend business? If you have an issue, why can't we discuss it like gentlemen?

 

Maybe your right, the problem is with him.

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First, I love that Army Ranger you have. Coming from a military family, that's great!

 

Your story is more bizarre than mine. How dumb can people be? If you don't like the price, go somewhere else. Why make it a point or a mission to go out of way to hurt someone? I don't get. After all these I still do not know why some people act way they do.

 

We need to look at the positive and all the great customers we have. Forget about what we cannot change.

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First, thanks for sharing this story. Situations like this help everyone.

 

Something does not sound right with this guy. To dispute a $1.00 difference for the analysis charge is a little strange. To start a ridiculous dialogue after the diagnosis is done in that manner, and to suggest that the problem is a fuse is also quite strange. Plus $170.00 sounds like a very fair price.

 

I think your service manager did the right thing. He sounds like a man that can think quickly on his feet and make decisions that are based on what is best, in the long term, for the business. This is a rare quality and if I were you I would support him on this (Please tell him I said that). As far as not charging anything, I agree too. In the big scheme of life, it means nothing.

 

You can’t be everything to everybody. If you try you will end up pleasing no one.

 

Great story!

 

I’m glad to see you get your share of “questionable” people coming thru your door too.

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I like both your stories and how they were both handled,

 

Joe, If a customer is given a detailed estimate and the work is performed in a timely matter and all was ok'd by the customer, then I stand very firm when a complaint on pricing occurs. These customers are not the ones we desire as business owners, they help pay the bills but......are usually more of a pain to deal with than they are worth.

 

I feel the blower guy was handled correctly also, I will swallow a little dia time to rid myself of a cronic complainer. I think your service manager made the best decision for your company.

 

Its a good thing there are enough good customers to keep our businesses afloat, dealing with the price checkers and the complainers constantly would put me to an early grave.

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Just wanted to add my 2 cents. When I first got into this business, 16 years ago, a wise man told me that not everyone who walks in your front door is a customer. That is why there are lots of other shops out there. Sometimes you talk politely, like the Ranger did, and invite them to go elsewhere. Sometimes it is just a personality problem. I have one customer who does not like to talk to me, but loves my partner. Doesn't hurt my feelings at all. It has always bothered me when people complain, after the repairs, about something that was explained and agreed to before.

 

The same man once told me, it is not how you handle the things you do well, but how you handle the problems that will ultimately improve your business. Boy was he right. If someone is upset, they will tell a lot of people. It is worth something to mitigate that.

 

Kelly Wilson

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The same wise old must have talked to me too, because I agree with it all. We cannot be everything to everyone and not everyone can be our customer. I am a business man, but a man first!

 

There are a lot of great customers out there. It took me years to find them and business is great.

 

We have to realize that everyone has a unique personality and sometimes must be dealt with a little different. The quality and image of our business will help to draw the people you want. We all need to examine our customer base, find out what type of customer we want and market to those customers. Will it be a perfect plan? No, but nothing is perfect.

 

Glad to see so many shop owners on the same page.

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