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Posted

Hello all,

 

I was wondering if any other automotive repair shops out there have waiver forms for customers to sign? I.E. using customer supplied parts (no warranty), using a different oil than what is recommended by the manufacturer because it is more cost effect for customers, not wanting to repair a safety item / not safe for the vehicle to be driven, etc. If so, what do you include in your forms? Or do you just document it on the reciept?

 

 

Thank you for your thoughts and opinions.



Posted

We do, esspeically when it comes to safety. We note on the invoice any issues we have and have the customer sign it. However, there are times that I would not allow the car to leave. I don't think that is legal, but if the car is really unsafe, such has leaking brake lines, I insist the car be towed off my property, not driven. It makes some people mad as hell, but I rather them be mad at me than drive an unsafe car. Some things transcend money and business.

Posted

I don't think that is legal, but if the car is really unsafe, such has leaking brake lines, I insist the car be towed off my property, not driven. It makes some people mad as hell, but I rather them be mad at me than drive an unsafe car. Some things transcend money and business.

 

I feel the same way. Ignoring the fact that you can get yourself into serious trouble (lawsuits etc), just the loss of sleep from knowing you let an unsafe vehicle leave your shop is not worth it.

 

I'm not sure I would try to cram all of those instances into a small disclaimer on the R.O. however. I feel like that is just going to get your tail in crack eventually. I would just instruct your service writers to refer that customer to the current manager on duty or you.

 

Think about it, if a customer has a wiper blade from the dealership, are you really gonna decline putting that on? vs some used brake pads from the junk yard? Obviously an all encompassing 'no customer supplied parts policy' is the safest route, but I think applied common sense here can go a long way instead of a small disclaimer that hardly anyone reads.

 

I think what I'm getting at is maybe a policy is better than just a disclaimer, and like you said CAautogroup, putting a note on the receipt is probably the best idea.

Posted

I prioritize repairs to 1) safety, 2) performance/maintenance/economy, 3) convenience. Folks come in and want a/c repaiered and brakes are worn out. Decline the brakes...OK I fix the a/c and there is a LARGE disclaimer as th the safety of the vehicle and it is reviewed and signed by the customer. As far as the tow away for safety I have never been in that situation.

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  • Have you checked out Joe's Latest Blog?

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      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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