2010 Ford Edge, came in for fans inop. Replace cooling fans assembly and they worked fine. Customer returned a few days later with complaint of fans now not shutting off. According to the wiring diagram the only pieces in the fan system are the coolant temp sensor, PCM and cooling fan module on the fan assembly. I replaced the fan assembly again hoping that would fix it but they still stay on. Replaced the ECT sensor, still staying on. Anyone ever come across a bad PCM keeping the fans on?
We are staring an incentive plan to increase team work between the techs and the office, increase use of the Bolt On Tech system and increase employee pay.
We have a tech who seems to be dissatisfied lately. A lot of moaning and groaning. A lot of CYA diags. He does good work and bills good hours, but he's just been passive aggressively making me crazy. He really seems to be in disagreement with the way I run my business.
So this tech wants to see the weekly number the incentive will be based on. Do I show him? Do I show him the weekly number and the weekly expenses? I feel that this would lead to further discontentment. What do you think? How much do they need to know?
By Silver Star
So I had a customer the other day that decided to compare my pricing to a internet website. Well what he found was I was basically making 500.00 in profit off the parts sales and he didn't think he should have to pay for it. After getting over this myself and dealing with him tactfully I'm still waiting to hear if he is going to have us do the work or not after I gave him a 7.5% discount on the whole repair job in an effort to keep him a customer but understand he has to pay for quality work. It had me searching this forum for ideas on how to deal with this guy and I came up with a lot of great ideas and I figured I would share my list I made for myself to refer to the next time I have a customer telling me I should not charge him a fair price. I would like to get input from others on here on ways they have dealt with this too. I hope what we do is form an arsenal of ways to deal with this issue and a easy to access spot so when the battle is brought to us we can open it up and fire back with professional and effective ways of stopping the behavior.
*As a note a lot of these are ideas and info I gathered from guys on this forum, so please don't feel like I stole your idea. I did not make notes of who said what if I had I would certainly give you credit.
Ways of dealing with customer supplied parts:
-We have built a relationship over the past ____years/months, I want to nurture that rather than destroy it.
-We have a pricing structure based on MSRP, our cost on the part, and a fair margin we need to meet to stay in business while growing to meet the advances in the industry.
-Online parts sales centers are designed for the do it yourself repair person, they do not have the overhead cost for all of the tools and equipment related to doing the repair job.
Brake clean, shop rags, vehicle lift, indoor space to do repair, fluids, seals and gaskets, adhesives and liquid gasket materials, cleaning equipment, spare nuts and bolts.
-We simply cannot stay in business and meet the needs the vehicle requires if we are to install parts supplied by the vehicle owner.
-The liability on the repair is too great to use something I have no control over where it comes from.
-We cannot warranty the repair, and we want to guarantee our work. This is a craft we perform and a craft we take very seriously.