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Posted

How you would you handle this situtation.

A customer brings in her vehicles insisting on a certain repair to be performed in hopes of solving her vehicles problem, but she does not want us to perform nor pay for a diagnostic. She stated she already had a diagnostic performed elsewhere and that the requested part to be replaced was the source of the problem.

 

Would you willingly perform the repair? Do you have a document/waiver/disclaimer outlining that she denied a diagnostic to be performed by you and still wanted to go thru with the repairs?(If so, can you share a bit of it I would greatly appreciate it). As a professional in this industry, do you assume responsibility if you know that the requested repair will not solve the problems the vehicle is experiencing but still do the repairs?

 

I hate to see jobs literally walk out the door, but I would also like to avoid as much headache as possible (though that seems inevitable in this type of business). But, it also makes me wonder why she did not go through with the repairs at the shop she got it diagnosed at....

 

Thanks for your thoughts and opinions!

 

 

Posted

How you would you handle this situtation.

A customer brings in her vehicles insisting on a certain repair to be performed in hopes of solving her vehicles problem, but she does not want us to perform nor pay for a diagnostic. She stated she already had a diagnostic performed elsewhere and that the requested part to be replaced was the source of the problem.

 

Would you willingly perform the repair? Do you have a document/waiver/disclaimer outlining that she denied a diagnostic to be performed by you and still wanted to go thru with the repairs?(If so, can you share a bit of it I would greatly appreciate it). As a professional in this industry, do you assume responsibility if you know that the requested repair will not solve the problems the vehicle is experiencing but still do the repairs?

 

I hate to see jobs literally walk out the door, but I would also like to avoid as much headache as possible (though that seems inevitable in this type of business). But, it also makes me wonder why she did not go through with the repairs at the shop she got it diagnosed at....

 

Thanks for your thoughts and opinions!

 

 

Did she have it diagnoses at another shop or was it at someplace like Auto Zone? If you are uncomfortable just have her sign a disclaimer ahead of time that you did not do the diagnosis and you are not responsible if the repair does not solve the problem.

Posted

That's a tough one but we see it all the time. It usually comes from some redneck dude who thinks he knows just about everything about cars. And they usually bring in there own parts. Most people we can talk into going ahead with our diagnostics. Some folks though are just hard headed. We will do the repair, but explain to them the consequences first and have them sign off on it. The only reason we are doing this now is because we need the work. Someday when we are established enough we will no longer use carry in parts or do the whole home diagnostic thing.

Posted

We learned the hard way that this can only lead to trouble. A few years back a customer insisted that we install a TPS that anther shop diagnosed (turned out to be AutoZone). We installed it and when it did not fix the problem, an argument erupted because the customer refused to pay the labor to install it.

 

We now have a strict policy, We do not waiver from our procedures and policies. It's not worth it.

 

Would you tell the doctor what to do? Well maybe some would, but it still isn't right.

Posted

Clients like this is nothing but trouble whether you are established or new. Do what you like but you won't do another.

 

I would take it seeing we are new and need every dollar. If we had an established base I might pass, but no one charges for diagnostics in my area, no one.

Posted

I would take it seeing we are new and need every dollar. If we had an established base I might pass, but no one charges for diagnostics in my area, no one.

 

No one charges for diagnostic testing? This is a problem, wouldn't you agree? The world is changing around us. All the gravy work is slowly being removed. Even belts will be a thing of the past as more and more components will become electronic. The future will require more and more testing. Sorry for getting off topic. I just want to learn how we as an industry will survive in the future if we cannot charge for testing. Thoughts?

Posted

This is a tough cookie. The customer may be a decent one and just in a spot where she had a professional diag done somewhere and chose to not repair the vehicle with them. On the other hand the customer could be trouble. I've also run into issues where no matter what a customer signs or or verbally agrees they may be unhappy or unwilling to pay. Of course the ball is in your court at this point since you have their car and they don't get it back unless they pay :D but the downside is that you'll have one pissed off person regardless if they are right or not. A pissed off customer can be very damaging in terms of ruining you reputation. Better off to let these people walk IMHO. I do not take my own advice a lot of times and I get burned. A lot.

Posted

 

No one charges for diagnostic testing? This is a problem, wouldn't you agree? The world is changing around us. All the gravy work is slowly being removed. Even belts will be a thing of the past as more and more components will become electronic. The future will require more and more testing. Sorry for getting off topic. I just want to learn how we as an industry will survive in the future if we cannot charge for testing. Thoughts?

 

Agreed about the lack of gravy work. We are fortunate that we have very low overhead and operating expenses in our area. We are working on ways of charging for diagnostic time but it won't come easy.

Posted

I have seen in the past that some general repair shops charge for diagnosis if the customer does not have the repair done but waives

the diagnosis charge if the repair is done. No one do this anymore?

Posted

None of the independent shops around our area charge for diagnostics either. Except for us. And you know who get's a bunch of diagnostic work? We do! Apparently the other shops diagnostics are not worth paying for. When you charge for diagnostics (correct diagnostics) you eventually get a good rep around town and people will come in willing to pay to have there car fixed correctly. The people who have a problem with it are C or D customers most likely. I had a guy once tell me that if someone is not willing to pay $70-$100 to find out what's wrong with his car then he probably ain't serious about getting it fixed anyways.

Posted

None of the independent shops around our area charge for diagnostics either. Except for us. And you know who get's a bunch of diagnostic work? We do! Apparently the other shops diagnostics are not worth paying for. When you charge for diagnostics (correct diagnostics) you eventually get a good rep around town and people will come in willing to pay to have there car fixed correctly. The people who have a problem with it are C or D customers most likely. I had a guy once tell me that if someone is not willing to pay $70-$100 to find out what's wrong with his car then he probably ain't serious about getting it fixed anyways.

Well said! The last sentence is 100% true in my opinion, I've heard it many times before.

 

http://www.motor.com/article.asp?article_ID=369

 

This is the most interesting article I've read to date about charging for diagnostics.

I'm not sure whether it's viable or not, and I'd like to hear what you have to say (preferrably from shop owners who already charge for diag, I'd rather not hear from naysayers who refuse to charge for it)

Posted

How you would you handle this situtation.

A customer brings in her vehicles insisting on a certain repair to be performed in hopes of solving her vehicles problem, but she does not want us to perform nor pay for a diagnostic. She stated she already had a diagnostic performed elsewhere and that the requested part to be replaced was the source of the problem.

 

Would you willingly perform the repair? Do you have a document/waiver/disclaimer outlining that she denied a diagnostic to be performed by you and still wanted to go thru with the repairs?(If so, can you share a bit of it I would greatly appreciate it). As a professional in this industry, do you assume responsibility if you know that the requested repair will not solve the problems the vehicle is experiencing but still do the repairs?

 

I hate to see jobs literally walk out the door, but I would also like to avoid as much headache as possible (though that seems inevitable in this type of business). But, it also makes me wonder why she did not go through with the repairs at the shop she got it diagnosed at....

 

Thanks for your thoughts and opinions!

 

 

I call it "ropin' a steer" if that's what they want fine... As soon as I put the last bolt in, connect the last connector, I'm done. I call time, throw my hands in the air and I'm done. I don't even want to know if it worked or not... it's not my responsibility at that point.

 

If it fails to do whatever it is it's supposed to do... to friggin bad. I tell them, "You can now take another guess, and I'll be happy to charge you to do that too." Usually gets them to allow me to diagnose it first.

  • Like 2
Posted

I rarely run in to this anymore because we are insistent that we MUST diagnose it ourselves. I have, however, done a few replacements where our customer requested it to be replaced and would not pay for diagnostics. I always write up workorders as "Customer requests ...." NO MATTER WHAT THEY ARE ASKING FOR. If I recommended to replace struts I still write "Customer requests replace stuts....." So if a customer comes in asking to replace this and will not pay my diagnostics and after all attempts to convince them otherwise still request it. I will simply write it in the workorder.

 

"Customer requests to replace Throttle Position Sensor. Customer states they had vehicle diagnosed elsewhere and declines diagnostic time to confirm needed repair."

 

Customer signs the workorder and there you go. Its all in writing, now of course you may have some jerks but a lot depends on how you approach the situation.

Posted

I personally love customer diagnosed vehicles. After I fail to convince them that it will be cheaper for me to diag the car I get to do the requested service and then I almost always get to sell the diag time and the correct repair.

  • Like 1
  • 2 weeks later...
Posted

I normally inform the customer that if it doesn't work, I am not one bit responsible. And when their diagnosis turns out to be wrong I offer to diagnose it correctly at a "discounted rate"(its my normal rate, they just think they are getting a deal) It almost always works in my favor. If they complain, I show them where the door is and "have a nice day".

Posted

None of the independent shops around our area charge for diagnostics either. Except for us. And you know who get's a bunch of diagnostic work? We do! Apparently the other shops diagnostics are not worth paying for. When you charge for diagnostics (correct diagnostics) you eventually get a good rep around town and people will come in willing to pay to have there car fixed correctly. The people who have a problem with it are C or D customers most likely. I had a guy once tell me that if someone is not willing to pay $70-$100 to find out what's wrong with his car then he probably ain't serious about getting it fixed anyways.

When you charge for diagnostic do you itemize it out for the customer to see that you are charging them or how do you go about presenting the charge to the customer?

Posted

Last week I had a guy with a BMW come in with a list of codes pulled by Pep Boys written on a slip of paper. He tells me that he wanted a price on replacing all of the oxygen sensors. I tried to explain to him that there was a very large possibility that the oxygen sensors were not bad. He didn't understand and didn't want to hear it. I then went to Identifix and showed him what the codes he was showing pulled up as fixes. Identifix had 40 plus fixes as a Mass Air Flow Sensor. That got his attention. He then became convinced that it needed to be diagnosed.

Posted (edited)

Last week I had a guy with a BMW come in with a list of codes pulled by Pep Boys written on a slip of paper. He tells me that he wanted a price on replacing all of the oxygen sensors. I tried to explain to him that there was a very large possibility that the oxygen sensors were not bad. He didn't understand and didn't want to hear it. I then went to Identifix and showed him what the codes he was showing pulled up as fixes. Identifix had 40 plus fixes as a Mass Air Flow Sensor. That got his attention. He then became convinced that it needed to be diagnosed.

That seems like a good way to get people's eyes open to the fact that having a code read isn't a diagnosis. I wonder if it would be feasible to show all customers a list of potential fixes for a code if they don't want to diagnose?

 

I like the quote someone said that a check engine light being on is like a pain in your body.

Reading the code tells you which part of your body has a problem (like head, chest, arms, legs etc).

A true diagnosis is like a doctor actually doing tests (like x-ray, MRI, cat scan) and telling you what is wrong (infection, pneumonia, cancer etc).

 

EDIT: BMW at Pep Boys, and he's refusing diagnosis? You're driving the wrong car buddy, haha! It's never cheap to fix a BMW lol!

Edited by bstewart
  • Like 1

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  • Have you checked out Joe's Latest Blog?

         0 comments
      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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      https://www.autoops.com/ - Online Scheduling for Auto Shops
      https://shopmarketingpros.com/ep-131-branding-your-shop-as-a-concierge-auto-repair-shop/ - Branding Your Shop As A Concierge Auto Repair Shop
      https://shopmarketingpros.com/ep-108-part-4-a-service-advisors-take-on-customer-retention-with-michael-doherty/ - Part 4 – A Service Advisor’s Take on Customer Retention with Michael Doherty
      https://remarkable.com/ - Remarkable notebook
      Show Notes with Time Stamps
      Introduction to the Podcast (00:00:01)  The podcast episode begins with an introduction to the Auto Repair Marketing Podcast.   Welcome and Topic Introduction (00:00:10)  Brian Walker welcomes listeners and introduces the topic of making great first impressions in auto repair.  Secret Shopper Concept (00:01:03)  Kim discusses the idea of offering secret shopper services to evaluate first impressions in auto repair shops.   Frog in Boiling Water Analogy (00:01:20)  Brian uses an analogy about a frog in boiling water to illustrate how business owners can overlook issues.   Personal Experience with Shop Cleanliness (00:02:26)  Kim shares a personal story about noticing cleanliness issues in her shop after sitting on the floor.   Origin of the Episode's Topic (00:03:13)  Kim explains that the episode's topic originated from a class she taught about hosting events in auto repair shops.   Creating a First Impression Checklist (00:04:08)  Kim mentions her intention to create a first impression checklist based on customer journey insights.   Importance of Online Presence (00:04:51)  Discussion shifts to how potential customers first experience a business online, including websites and Google profiles.   The Grunt Test (00:06:39)  Brian explains the "grunt test," where a stranger should easily understand what a website is about.   Evaluating Website Impressions (00:08:04)  Kim emphasizes the importance of assessing what feelings a website evokes in potential clients.   Social Media's Role in First Impressions (00:10:12)  The conversation covers how social media contributes to first impressions and customer perceptions.   Content Strategy and Audience Alignment (00:12:08)  Brian shares a client's unconventional marketing strategy and the importance of aligning content with audience expectations.   Google Business Profile Importance (00:12:59)  Kim highlights the significance of maintaining an accurate and complete Google Business Profile for attracting customers.   Customer Experience in a Hurry (00:14:01)  Kim discusses how potential customers often search for auto repair services quickly, emphasizing the need for accurate information. Improving Waiting Area Appearance (00:15:02)  Discusses the importance of updating photos of the waiting area to enhance customer impressions. The Importance of Phone Etiquette (00:15:38)  Emphasizes listening to phone calls to ensure service advisors are friendly and professional. First Impressions Over the Phone (00:16:38)  Highlights how the tone and manner of answering calls can significantly impact first impressions. Customer Experience During Calls (00:17:18)  Explores the importance of a welcoming greeting and attentive service during phone interactions. Listening to Recorded Calls (00:19:22)  Encourages shop owners to review recorded calls to improve customer service quality. Customer Experience in Shops (00:21:36)  Discusses a personal anecdote about poor customer service and its impact on first impressions. Evaluating Online Scheduling Experience (00:24:26)  Stresses the importance of user-friendly online scheduling systems for customer satisfaction. Drive-By Assessment of Shop Appearance (00:26:23)  Encourages shop owners to evaluate their business from a customer's perspective for first impressions. Parking Lot and Vehicle Presentation (00:27:27)  Discusses the significance of a tidy parking lot and appropriate vehicles for attracting customers. Signage and Branding Consistency (00:29:03)  Highlights the importance of maintaining updated and clear signage to reflect the brand accurately. The Story of the Old Shop (00:29:52)  Brian shares a humorous anecdote about visiting an old shop and its rundown appearance. The Importance of Cleanliness (00:30:46)  Discussion about how exterior cleanliness impacts first impressions in auto repair shops. Creating a Welcoming Atmosphere (00:31:27)  Kim emphasizes the significance of the waiting area’s atmosphere and sensory experiences for customers. Sensory Experiences Matter (00:31:47)  Exploration of how smell and touch affect customers' perceptions in an auto repair shop. Comparing Experiences (00:34:29)  Kim discusses how customers compare their experiences to other businesses like Chick-fil-A. Details Matter (00:35:28)  Highlighting the importance of small details in creating a positive customer experience. Creating a Family-Friendly Environment (00:36:55)  Discussion on accommodating families and making kids feel welcome in the shop. Comfort in the Waiting Area (00:38:39)  Brian stresses the need for comfortable seating and a welcoming environment for customers. Responsibility for Cleanliness (00:39:23)  Discussion on who is responsible for maintaining cleanliness in the shop. Bathroom Cleanliness (00:40:20)  A personal story about the poor state of a customer-facing bathroom and its impact. Thoughtful Amenities (00:41:24)  Kim talks about providing thoughtful amenities for female customers in the bathroom. Impression of Cleanliness (00:43:19)  Discussion on the importance of maintaining high standards of cleanliness in customer-facing areas. Shop Area Cleanliness (00:44:11)  Importance of maintaining a bright, clean, and organized shop environment for clients and staff. Efficient Shop Layout (00:45:02)  Discusses the necessity of an efficient layout to enhance workflow and client experience. Client Interaction (00:46:05)  Emphasizes tailoring conversations with clients based on their vehicle ownership goals. Permission for Inspections (00:47:58)  Importance of asking for permission to perform inspections to enhance client trust and experience. Client Follow-Up (00:48:59)  Discusses the significance of following up with clients post-service to ensure satisfaction. Team Appearance (00:49:48)  Highlights how professional attire of staff can impact first impressions on clients. Importance of First Impressions (00:50:45)  Stresses that consistent positive impressions lead to long-term client relationships and referrals. Final Thoughts and Checklist (00:50:46)  Introduction of a PDF checklist for staff to enhance awareness of shop cleanliness and organization.
      How To Get In Touch
      Group - Auto Repair Marketing Mastermind
      Website - shopmarketingpros.com 
      Facebook - facebook.com/shopmarketingpros 
      Get the Book - shopmarketingpros.com/book
      Instagram - @shopmarketingpros 
      Questions/Ideas - [email protected]
      Click to go to the Podcast on Remarkable Results Radio
    • By DUFRESNES
      We need better resources for diagnosing European cars' DTC's. I'm talking about 8-12 year old models, in the prime years of major repair, that our primary tool, AllData has no information on. They may have many other codes listed for these vehicles, but not what we seem to need.  Example: 2014 MB GL450 with codes u0121-87, u0147-87, c2321, c030a, p179a-12 and several others, with symptoms of not being able to drive car, a warning of "transmission not in park, vehicle may roll" illuminating. This is for illustration purposes, but if you happen to have experience with this in particular..... We hate sending our customers to the dealership, or specialty shops. Is there better scanners.  We use for the most part AUTEL and Snap on Verus


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