Jump to content

Start LLC for $0 at IncFile

Start LLC for $0 at IncFile

Start LLC for $0 at IncFile

Ever Since You Fixed My...

Recommended Posts

"Ever since"....Those dreaded words! If I never hear those words again, it will be too soon. Right? Well read on....See if you have ever heard a story like this:


A few months back, one of my techs could not open the driver’s door on a Jeep Wrangler, which was scheduled for service. Since the customer was waiting, we asked the customer about the door and she replied, “Oh the door always sticks; you have to wiggle the handle just right, half the times I climb in on the passenger side”. After a few tries, the tech, clumsily climbed into the driver’s seat from the passenger side.


After the car was finished the service manager walked her out to the Jeep to see if she could open the door. She couldn’t and climbed in through the passenger side. My manager asked, “Are you sure you don’t want us repair that for you?” She replied, “Not now”.


This same customer came in the other day for another issue she was having with her brakes. I clearly saw her climb over the console and exit the jeep through the passenger door. She needed a brake line repair, which was repaired the same day and all went well. I actually road tested the car and also had to climb over the console. Not as easy a task at 57 years old as it was when I was in my prime! The customer came a little later to pick up the car. Again, she entered the Jeep thru the passenger side and climbed into the driver's seat.


She called today and guess what she asked us? She said, “What did you do to my door? Ever since you fixed my brakes, now my door is broken”. My manager was speechless. He replied back, “The door? You mean the one you could not open and I saw you climb in and out of on the passenger side a few times? The door that I asked you if you wanted us to repair for you? That Door”? She replied, “Well, I used to get it open once in a while, now I can’t get it open at all”.


After a long conversation, the customer didn’t push the issue, but I don’t think she was happy. I know what you are thinking, but you can’t make this stuff up. You have to laugh to keep your sanity, I guess.

Link to comment
Share on other sites

Start LLC for $0 at IncFile

Start LLC for $0 at IncFile

Start LLC for $0 at IncFile

  • 4 weeks later...

there's a story in my book, ("Hey Look, I Found the Loose Nut") that has a similar situation. It was over a transmission that didn't have reverse. You'll have to read the story... it's exactly the same type of a situation. But I like Franks answer... Ya can't fix Stupid... LOL

Link to comment
Share on other sites

  • 3 weeks later...

Wendsday I replaced the water pump and timing belt on a Kia with 120k on the clock. Valves were a little noisey when I pulled it into the bay. Checked the oil, was ok. Called the lady and she informs me that it does that, usually when she needs oil ! The car does have some oil leaks, mostly from the valve cover. Now so ya know I generally dont bow down to customers...like ya said ya cant fix stupid. Anyway finish the job, road test ok and call the customer. When she picks up she starts the car and remarks it has to need oil because it only does that when its over a quart low. Check again and it is in the good range. She leaves and in minutes calls me to say the oil light is on. Returns with the same valve noise and an oil light. Check oil pressure and it hardly moves the gauge, needs an oil pump. And of course since I worked on it last......!!! I kinda feel sorry for the lady...single mom, dead end job, no family, etc. So for the sake of good karma, PR, how ever ya wanna call it I am going to install an oil pump no charge. I will say the owner is in contact with hundreds of people a month so I am hoping it will pay back in good referals.


We have all been down this road and I feel for you. I just hope that she knows this is not your fault. We take it on the chin so much in this business. I remember a few years back I had an issue with my stomach; the Doc gave me medicine that made me real sick. He said, “stop taking it”, but charged me anyway. Why is it different in our business?


You are a good person, that's why you are doing this for free. I have a lot of respect for you and for each and every shop owner out there. We have proved time and time again that we are people of integrity. This is one of the reasons I started AutoShopOwner and dedicate this site to helping other shop owners. Let’s hope next time a bell will go off that will save you from this.


And, don’t worry, good deeds come back to you.

Link to comment
Share on other sites

  • 2 weeks later...

No doubt the oil changes have been neglected.


Well you got to the bottom of this, but it still stinks. The sad part is you are taking responsibilty for something that is not your doing. But, I would have done the same thing. Shop owners are better people-people than we are business-people.


I don't mind taking care of people either, but it would be nice to have a week once in a while where all we do is make a profit.


Maybe, we answer to a higher authority?

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By carmcapriotto
      As one of the top 10 industries in America, we need to advocate consumer choice in a competitive market, and if we don’t do what is pro-consumer and pro-aftermarket, the dealers will get all the business. I’m with Bill Hanvey, CEO of the AutoCare Association, Paul McCarthy, CEO of the Automotive Aftermarket Suppliers Association (AASA), and Ryan and Andrea Goff, shop owners that went to Washington to speak to their representative and to show support for the Right To Repair initiative.  Have you signed the petition? Go to RepairAct.com so easy to tell your congressperson you support the Right to Repair.  Stay tuned for an important episode that affects ALL OF US.
      Bill Hanvey, President and CEO of the Auto Care Association. Find Bill’s other episodes HERE. Paul McCarthy, AASA President. Find Paul’s other episodes HERE. Ryan and Andrea Goff, Rogers Tire Pros and Auto Care Key Talking Points
      Massachusetts helped set the tone two years ago, but it is embroiled in a fight between the OEs and the voters and a judge who has yet to make a ruling. There are recent discussions that 75% to 25% of voters approved overwhelmingly “The right to repair is alluring in its simplicity. In theory, it seems obvious that if you do buy something, you own it, and you should have the freedom to do what you want with it,” said U.S. Rep. Claudia Tenney (R-N.Y.), ranking member of the subcommittee. “The right to repair, if properly designed, can create a world of consumer choice, competitive pricing, and potential cost savings. “However, when this issue is examined in full depth, it becomes substantially less black and white,” she said. “Today, many machines are essentially sophisticated supercomputers… they perform seemingly miraculous feats thanks to delicate and complex electronic components integrated with highly specialized, proprietary software. Even with all the possible tools and resources at one’s disposal, attempting to sell, fix, or modify products with electronic components could lead to disastrous results, such as product failure or, even worse, serious injury to the consumer. In addition, these alterations can put the privacy and security of the user at risk.” To industry: Do not abandon your interest in this initiative. Access to data is critical for the survival of our industry. This is anti-consumer because there isn’t enough bays or technicians in the dealer network to service the repair and maintenance of our car park. It is also pro-consumer as it creates competition. What can we do? Right to repair needs to be on 20 and networking group agendas. We must speak to our legislators If you own a shop, you must make an appointment with your local congressperson's office and see your congressperson in person. Don’t be nervous to share with your customers- we are at the tip of the iceberg By 2020- 4% had advanced connectivity that allowed for remote diagnostics. By 2025 almost every new vehicle will have that advanced connectivity Right to Repair Info Graphic download https://bit.ly/3BOotBI Right to Repair Media Kit for Graphics and postcards. https://bit.ly/3eZOi8Z  
      Connect with the Podcast
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Click to go to the Podcast on Remarkable Results Radio
    • By Transmission Repair

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Joe Marconi
      The word OSHA makes many shop owners cringe. 
      I was lucky enough years back to have my insurance agent suggest I perform a voluntary OSHA inspection. A private company did it at the time.   
      They found tons of violations; some we knew would be flagged, but most we did not. 
      Have you ever had an OSHA inspection? And what can shop owners do to protect themselves? 
    • By ASOG Podcast
      How to Market Your Auto Repair Shop Like a Pro
    • Advertise your services or products to passers-by attracting them towards your business
    • By ASOG Podcast
      How to Market Your Auto Repair Shop Like a Pro

  • Our Sponsors

As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

  • Create New...