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Don’T Let A Customer Compromise Policy


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Asking the customer questions and listening to the request.I will invest in the diagnosis and train the customer how the receive my attention and help in the future. I will explain if I have found a system malfunction that will ruin the Catalytic Converter in short order. You got to offer Good,Better,Best and let the customer decide up front. Detail all repairs and what the customer declines on the invoice. It is alway's tough with the older/higher mileage cars that come in with many issues of age/abuse/neglect.

 

 

ps: I have started relationships with the very type problems bur we pressed on-got the car fixed and the customer referred many customers.

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Acutally that happens to us a lot. They will get the car "diagnosed" at Advance Auto or by Google and they come and want us to replace a part. I actually don't mind it anymore as in the end it almost never fixes the problem and we end up charging them and correctly fixing the car. Those customers actually become some of our best because they finally realize only a real mechanic can fix a real problem.

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  • 1 year later...

If a customer comes in with an already diagnosed issue, we try to hard to get them to see the value in having the diagnoses confirmed. But if they insist, we make sure they understand that they are purchasing parts and labor not a repair. We make no guarantees, and we usually end up making more money since there original diagnoses is incorrect quite often.

 

Scott

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If a customer comes in with an already diagnosed issue, we try to hard to get them to see the value in having the diagnoses confirmed. But if they insist, we make sure they understand that they are purchasing parts and labor not a repair. We make no guarantees, and we usually end up making more money since there original diagnoses is incorrect quite often.

 

Scott

 

I do the same however i can see how this can backfire. In my area at the very least (I am sure you see the same but maybe to a lesser degree) I find that people here are irrational. No matter what you tell them, they can be driven by emotion. They can agree to the repair and now it doesn't fix their problem. They are upset and in a negative mood that is now associated with your shop. Sure you can make an extra buck now for added work/diag however you potentially have a customer whom will not bring their car back due to the negative feelings towards paying 2x. Although I am with you on what you are doing since I do the same I also cringe when it doesn't work out for the customer because I am always thinking about how to make my customer songbirds for my business.

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  • Have you checked out Joe's Latest Blog?

         3 comments
      Got your attention? Good. The truth is, there is no such thing as the perfect technician pay plan. There are countless ways to create any pay plan. I’ve heard all the claims and opinions, and to be honest, it’s getting a little frustrating. Claims that an hourly paid pay plan cannot motivate. That flat rate is the only way to truly get the most production from your technicians. And then there’s the hybrid performance-based pay plan that many claim is the best.
      At a recent industry event, a shop owner from the Midwest boasted about his flat-rate techs and insisted that this pay plan should be adopted by all shops across the country. When I informed him that in states like New York, you cannot pay flat-rate, he was shocked. “Then how do you motivate your techs” he asked me.
      I remember the day in 1986 when I hired the best technician who ever worked for me in my 41 years as an automotive shop owner. We’ll call him Hal. When Hal reviewed my pay plan for him, and the incentive bonus document, he stared at it for a minute, looked up, and said, “Joe, this looks good, but here’s what I want.” He then wrote on top of the document the weekly salary he wanted. It was a BIG number. He went on to say, “Joe, I need to take home a certain amount of money. I have a home, a wife, two kids, and my Harly Davidson. I will work hard and produce for you. I don’t need an incentive bonus to do my work.” And he did, for the next 30 years, until the day he retired.
      Everyone is entitled to their opinion. So, here’s mine. Money is a motivator, but not the only motivator, and not the best motivator either. We have all heard this scenario, “She quit ABC Auto Center, to get a job at XYZ Auto Repair, and she’s making less money now at XYZ!” We all know that people don’t leave companies, they leave the people they work for or work with.
      With all this said, I do believe that an incentive-based pay plan can work. However, I also believe that a technician must be paid a very good base wage that is commensurate with their ability, experience, and certifications. I also believe that in addition to money, there needs to be a great benefits package. But the icing on the cake in any pay plan is the culture, mission, and vision of the company, which takes strong leadership. And let’s not forget that motivation also comes from praise, recognition, respect, and when technicians know that their work matters.
      Rather than looking for that elusive perfect pay plan, sit down with your technician. Find out what motivates them. What their goals are. Why do they get out of bed in the morning? When you tie their goals with your goals, you will have one powerful pay plan.
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