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Posted

So, just before Christmas our main tech was test driving a finished vehicle. Being an overheating issue, he wanted to put it under pressure and choose to go up a nearby steep road. It was a rainy dark day and even darker due to being closer to closing time. When he returned he showed me that he had had a dog run out in front of him and he swerved to miss it. This sent the right front fender and headlight against the side of the embankment and crunched both. I sent him back to find the address and the "dog", under ins. policies, if a homeowners' animal causes an accident, that homeowner is responsible. Now it's later and darker, and he says the dog isn't around and not sure at what curve of the road the impact happened.

Here's is main problem.... Insurance said the car would be considered a total because the estimate from the body shop for a lens, fender and bumper (that it did not need) exceeded the blue book value. This is not acceptable to me or my customer, it's actually completely ridiculous! I can get the parts (lens and fender), my mechanic can install both and include an alignment, but I am expecting my mechanic to pay for the parts. I am sure many of you are gasping at my selfishness right now, but when does it come back to "YOU SCREWED IT UP, YOU FIX IT"! As I said, I was going to turn it into my insurance, but that backfired.

Posted

I once had a tech rear end a person in a vehicle we were test driving I had it repaired wiht no problems. Im not sure WhatI would do in your shoes but I would say it would be at my expense if it was truly an accident.

Posted

So, just before Christmas our main tech was test driving a finished vehicle. Being an overheating issue, he wanted to put it under pressure and choose to go up a nearby steep road. It was a rainy dark day and even darker due to being closer to closing time. When he returned he showed me that he had had a dog run out in front of him and he swerved to miss it. This sent the right front fender and headlight against the side of the embankment and crunched both. I sent him back to find the address and the "dog", under ins. policies, if a homeowners' animal causes an accident, that homeowner is responsible. Now it's later and darker, and he says the dog isn't around and not sure at what curve of the road the impact happened.

Here's is main problem.... Insurance said the car would be considered a total because the estimate from the body shop for a lens, fender and bumper (that it did not need) exceeded the blue book value. This is not acceptable to me or my customer, it's actually completely ridiculous! I can get the parts (lens and fender), my mechanic can install both and include an alignment, but I am expecting my mechanic to pay for the parts. I am sure many of you are gasping at my selfishness right now, but when does it come back to "YOU SCREWED IT UP, YOU FIX IT"! As I said, I was going to turn it into my insurance, but that backfired.

 

A few things bother me. Is the tech someone with a questionable past? Has anything like this happen before with this tech? Accidents do happen, that's why we have insurance. I don't understand why he can't find the exact spot where the accident took place. And, if he hit the dog, where is it?

 

In any event, have you spoken to the owner of the car? Does he/she want it fixed? Can you make some sort of deal. You need to remember, the very first thing that will suffer is not the cost of the repair but your reputation if this is not handled right.

Posted

The techninicans story sounds a little fishy. He may have just made up the dog part of it to make it sound good. If you can fix it and that is acceptable to the customer than I would fix it.

Posted

A few things bother me. Is the tech someone with a questionable past? Has anything like this happen before with this tech? Accidents do happen, that's why we have insurance. I don't understand why he can't find the exact spot where the accident took place. And, if he hit the dog, where is it?

 

In any event, have you spoken to the owner of the car? Does he/she want it fixed? Can you make some sort of deal. You need to remember, the very first thing that will suffer is not the cost of the repair but your reputation if this is not handled right.

 

Our tech has been with us for over 20 years, he's a good guy. The last accident he had was more than 8 years ago. The road he was on is more of a steep county road, not well maintained, lot's of trees, dark, and it was raining hard that evening (4:30ish) keep in mind this was December. I am not sure but I think he may have been on his cell at the time, can't prove it, don't care at this point.

The customer is great, she is really cool about it. I suggested to her that we get the nec. parts, install them, check the alignment and make it all good, she was totally fine with that. She is very laid back, she didn't even want to deal with the car stuff till the second week in January.

My main question is this... I think my tech should pay for the parts. There is no insurance involved at this point because they wanted to total the car, take it away from her and give her a check for $2300. I was so pissed when that was suggested, all because of a headlight and a fender. Need feed back. My upbringing taught me to fix my mistakes and be responsible for my screw-ups.

Posted

Our tech has been with us for over 20 years, he's a good guy. The last accident he had was more than 8 years ago. The road he was on is more of a steep county road, not well maintained, lot's of trees, dark, and it was raining hard that evening (4:30ish) keep in mind this was December. I am not sure but I think he may have been on his cell at the time, can't prove it, don't care at this point.

The customer is great, she is really cool about it. I suggested to her that we get the nec. parts, install them, check the alignment and make it all good, she was totally fine with that. She is very laid back, she didn't even want to deal with the car stuff till the second week in January.

My main question is this... I think my tech should pay for the parts. There is no insurance involved at this point because they wanted to total the car, take it away from her and give her a check for $2300. I was so pissed when that was suggested, all because of a headlight and a fender. Need feed back. My upbringing taught me to fix my mistakes and be responsible for my screw-ups.

 

I don't make the tech's pay for this kind of stuff unless I know they were negligent. For example a guy who bust a tire on a lift arm because he was pulling in too fast pays for the tire. However, this guy has been with you a long time. That should count for something. Maybe you ask him what he thinks is fair. Perhaps you buy the parts and he does all of the labor on his own time or you split the cost of parts and he does the labor.

Posted

I don't make the tech's pay for this kind of stuff unless I know they were negligent. For example a guy who bust a tire on a lift arm because he was pulling in too fast pays for the tire. However, this guy has been with you a long time. That should count for something. Maybe you ask him what he thinks is fair. Perhaps you buy the parts and he does all of the labor on his own time or you split the cost of parts and he does the labor.

 

Those were the ideas he and I had as well. I have ordered the parts, the lens is $100 and the fender was $150, both used but clean. He does body work sometimes at his house for friends, he suggested from the beginning that he do the work. I am adding the alignment, even though the tire had no impact, just for the customers peace of mind.

Posted

I would have to agree with most of the comments on this one. But I'll add one more thing to this. When an employee screws up and you as the owner feel like it's their fault and you can prove it do to their neglance... that's one thing. But the other is, they are employees.. they chose not to put a sign up and go into business you and I did. As the owner you ARE responsible for EVERYTHING that happens during the business hours involving the customers cars.

 

What ever way you decide on how to take care of this problem it will lead to whether or not your employee will be around in the future. As much as it pains me to say this... but as the owner it's your pocket thats going to be affected. Not the customer or the employee. If it's not fixed to your customers satisfaction then it's your problem, If the employee doesn't feel that it's a justified problem by his short comings... you're still the the problem.

Either way... it's your problem.

The other advise... try a new insurance company...

 

Those were the ideas he and I had as well. I have ordered the parts, the lens is $100 and the fender was $150, both used but clean. He does body work sometimes at his house for friends, he suggested from the beginning that he do the work. I am adding the alignment, even though the tire had no impact, just for the customers peace of mind.

Posted

I would have to agree with most of the comments on this one. But I'll add one more thing to this. When an employee screws up and you as the owner feel like it's their fault and you can prove it do to their neglance... that's one thing. But the other is, they are employees.. they chose not to put a sign up and go into business you and I did. As the owner you ARE responsible for EVERYTHING that happens during the business hours involving the customers cars.

 

What ever way you decide on how to take care of this problem it will lead to whether or not your employee will be around in the future. As much as it pains me to say this... but as the owner it's your pocket thats going to be affected. Not the customer or the employee. If it's not fixed to your customers satisfaction then it's your problem, If the employee doesn't feel that it's a justified problem by his short comings... you're still the the problem.

Either way... it's your problem.

The other advise... try a new insurance company...

 

Gonzo, I was too afraid to pick up the hammer, but you did and hit nail right on the head! Those are my thoughts too. Well said.

  • 2 weeks later...
Posted

So, just before Christmas our main tech was test driving a finished vehicle. Being an overheating issue, he wanted to put it under pressure and choose to go up a nearby steep road. It was a rainy dark day and even darker due to being closer to closing time. When he returned he showed me that he had had a dog run out in front of him and he swerved to miss it. This sent the right front fender and headlight against the side of the embankment and crunched both. I sent him back to find the address and the "dog", under ins. policies, if a homeowners' animal causes an accident, that homeowner is responsible. Now it's later and darker, and he says the dog isn't around and not sure at what curve of the road the impact happened.

Here's is main problem.... Insurance said the car would be considered a total because the estimate from the body shop for a lens, fender and bumper (that it did not need) exceeded the blue book value. This is not acceptable to me or my customer, it's actually completely ridiculous! I can get the parts (lens and fender), my mechanic can install both and include an alignment, but I am expecting my mechanic to pay for the parts. I am sure many of you are gasping at my selfishness right now, but when does it come back to "YOU SCREWED IT UP, YOU FIX IT"! As I said, I was going to turn it into my insurance, but that backfired.

 

 

Like others have posted you are the business owner, you accept all responsibility of actions made on behalf of the business. Before you allow/force your employee to pay for anything, you may want to check with an employment attorney. Many states prohibit the employees from paying for any damage, cash shortages or losses, in some cases even due extreme negligence. Basically it comes down to you as the business owner take all the glory and reward, then you as the business owner take all the responsibility and loss. Like Gonzo so aptly posted, do not make yourself the problem, accept the problem as yours and make it right by the customer and the employee. And if your employee makes you think this was negligence then perhaps you have bigger problems in the making. If this employee is as good and loyal as it seems you are indicating he is, why would you treat this like anything but an accident?

 

This dilemma arises from time to time on many forum boards and the answer is always the same. You own the business and you own the employee's actions, which means you own the damage to the car and the responsibility to fix it.

Posted

Like others have posted you are the business owner, you accept all responsibility of actions made on behalf of the business. Before you allow/force your employee to pay for anything, you may want to check with an employment attorney. Many states prohibit the employees from paying for any damage, cash shortages or losses, in some cases even due extreme negligence. Basically it comes down to you as the business owner take all the glory and reward, then you as the business owner take all the responsibility and loss. Like Gonzo so aptly posted, do not make yourself the problem, accept the problem as yours and make it right by the customer and the employee. And if your employee makes you think this was negligence then perhaps you have bigger problems in the making. If this employee is as good and loyal as it seems you are indicating he is, why would you treat this like anything but an accident?

 

This dilemma arises from time to time on many forum boards and the answer is always the same. You own the business and you own the employee's actions, which means you own the damage to the car and the responsibility to fix it.

 

Everyone can stop reprimanding me for my initial feelings. No, I don't need to contact an attorney, that's ridiculous, it was a fricken broken head light and a dented fender, not a fatality. We came to a very good resolve and the customer is good.

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  • 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.
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      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.
      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
      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.
      I’d like to give another shoutout to our sponsor, Shop Marketing Pros. They are the only marketing company I recommend, and they handle all of the marketing for my own shop as well. If you’re serious about growth, you need strategies that actually work: better websites, higher Google rankings, and ads that bring real customers through your doors.
      Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great.
      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.
      I’d like to give another shoutout to our sponsor, Shop Marketing Pros. They are the only marketing company I recommend, and they handle all of the marketing for my own shop as well. If you’re serious about growth, you need strategies that actually work: better websites, higher Google rankings, and ads that bring real customers through your doors.
      Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great.




      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 episode of "The Weekly Blitz," host Coach Chris Cotton delves into the critical topic of enhancing customer experience within the auto repair industry by effectively merging cutting-edge technology with personalized service touches. Drawing from his own life, Chris shares vivid personal anecdotes that illustrate the profound impact of customer service on brand perception and loyalty.
      He begins by recounting his contrasting experiences with two tech giants, Apple and Lenovo. Through these stories, Chris highlights how Apple's commitment to seamless, customer-centric service left a lasting positive impression, whereas Lenovo's lackluster support fell short of expectations. These anecdotes serve as powerful examples of how excellent customer service can significantly influence customer satisfaction and brand loyalty.
      Chris also shares his positive interactions with Starlink, the satellite internet service provider. He emphasizes how Starlink's proactive communication and dedication to resolving issues made him feel valued as a customer. This experience underscores the importance of making customers feel appreciated and respected, which can transform a one-time transaction into a long-term relationship.
      Introducing the concept of "relationship coins," Chris encourages auto repair shops to view customer interactions as opportunities to invest in building strong, lasting relationships. He explains that each positive interaction adds to a metaphorical bank of goodwill, which can pay dividends in terms of customer loyalty and repeat business.
      Sponsored by Shop Marketing Pros, the episode underscores the necessity of providing exceptional service to foster customer loyalty and drive business growth. Chris argues that in an industry where trust and reliability are paramount, auto repair shops must prioritize customer experience by integrating technology that enhances service efficiency while maintaining the personal touch that makes customers feel valued and understood.
      Throughout the episode, Chris Cotton passionately advocates for a balanced approach that leverages technology to streamline operations and improve service delivery, while also emphasizing the irreplaceable value of human connection in creating memorable customer experiences. By doing so, auto repair shops can not only meet but exceed customer expectations, ultimately leading to sustained business success.
      Introduction to Supercharging (00:00:09)
      Coach Chris Cotton introduces the podcast and its focus on enhancing auto repair business through innovative insights.
      Guest Introduction and Technology Discussion (00:01:12)
      Chris introduces Craig O'Neill and discusses the impact of technology on customer experience in the auto repair industry.
      Personal Customer Experience Anecdote (00:02:21)
      Chris shares a personal story about his customer experience with laptop purchases and the importance of customer service.
      Switching to Apple Products (00:05:49)
      After poor service from Lenovo, Chris decides to purchase a MacBook, highlighting the positive experience he had.
      Apple's Exceptional Customer Service (00:08:00)
      Chris details his satisfaction with Apple's customer service, leading to his continued investment in their products.
      Starlink Customer Experience (00:09:14)
      Chris recounts his positive interaction with Starlink customer service while setting up internet for travel.
      Importance of Merging Technology and Personal Touch (00:12:15)
      Chris emphasizes the need for auto repair shops to blend technology with personal service to enhance customer experiences.
      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
      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


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