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Charges For Customers with Multiple Items Being Diagnosed


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When you have a customer that comes in to have multiple items diagnosed on their vehicle, do you charge each diagnostic item as a separate charge or do you lump them together into one charge? Example - Customer comes in with ABS Light, Check Engine Light, and Inoperative Gas Gauge. Customer wants all three items diagnosed. We typically charge $80 for computer diagnostic and would charge $80 for Fuel Gauge Diagnostic. The total charge would then be $80 * 3 = $240 for diagnostic of all 3 issues. This seems high but I wasn't sure if other shops charge in this manner or just group them together and charge a discounted diagnostic because there are multiple items that are being diagnosed - maybe a $160 charge?

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I do. More than not, all these problems didn't start at the same time, they've let them build up over a number of months or more.

 

Besides, what seems like a simple problem say like... "no park lights" and you find out they have put an oversize fuse in and melted the harness from the fuse box to the headlight switch what good is it going to do to diagnose why the blower quit or what ever their other complaint is.

 

When that happens I get paid for the one diagnostics and the other diagnostics are forgotten about. Because, 9 chances out of 10 if it's "that" bad they ain't going to have any of it done anyway and all they were after is that "lucky" find and fix that you or I might run across while testing things.

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I do.  More than not, all these problems didn't start at the same time, they've let them build up over a number of months or more.

 

Besides, what seems like a simple problem say like... "no park lights" and you find out they have put an oversize fuse in and melted the harness from the fuse box to the headlight switch what good is it going to do to diagnose why the blower quit or what ever their other complaint is.

 

When that happens I get paid for the one diagnostics and the other diagnostics are forgotten about.  Because, 9 chances out of 10 if it's "that" bad they ain't going to have any of it done anyway and all they were after is that "lucky" find and fix that you or I might run across while testing things.

Exactly!

 

Sent from my SCH-I605 using Tapatalk 2

 

 

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  • Have you checked out Joe's Latest Blog?

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      Have I got your attention? Great.
      Let me start by saying that I believe in giving praise when deserved and letting employees know when they dropped the ball. However, the truth is that no one enjoys being reprimanded or told they messed up.  
      The question is, what is the appropriate balance between the right amount of praise and the right amount of critical feedback? According to studies done by Harvard Business School, the ratio of praise to critical feedback should be about 6:1 – Six praises for every critical feedback. I am not sure if I agree with that.
      From personal experience, I would recommend a lot more praise. The exact ratio doesn’t matter. What’s important is that before you consider giving critical feedback, ensure you have given that employee a lot of recent praise. If not, whatever you are trying to get through to an employee, will fall on deaf ears.
      When you do have to give critical feedback, remember a few things:
      Focus on the issue or behavior; never attack the person, and remain calm in your actions and words Ask the employee for feedback, their side of the story Speak to the employee in private Address the issue soon after it happens; never wait Don’t rely on second-hand information; it’s always better if you have experienced the situation yourself that you want to correct Have an open discussion and find things that both of you can agree upon Have an action plan moving forward that the employee can take ownership of Use the experience as a learning tool Make sure you bring up positive attributes about them Remember, you don’t want the employee to be angry or upset with you; you want them to reflect on the situation and what can be improved. One last thing. Everyone makes mistakes. We need to be mindful of this.
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