Customers

[adamf]

Had a conversation today with a customer that I had repaired his duramax about two months ago. Says he was happy with the repair but I charged about $1500 too much. Says he called and got prices on parts after repair and says he can get parts for less. Try to explain that I have to mark parts up to make a profit. That is what your labor is for. Says other shops only charge what you can get parts for. How do you deal with customers like this? I personally know my labor and price markups are less than other shops. By the way repair was both head gaskets, heads rebuilt and three new injectors on a duramax diesel, A very expensive repair, but also advised him not to buy the truck originally.

[mccannable]

You won't win arguments. I find it best not to argue. Be sincere and let them know your are tops on quality and you value his service.

 

I haven't used this in my shop but my day job I have plenty of experience being a sales professional at the most exspensive in our category. People frequently complain but we have the highest loyalty in the industry.

[mspecperformance]

You can't win against these types of arguments. The perception of your shop should be honesty and quality above all else. Quality comes with a price. You have to warranty anything that goes wrong with a vehicle, that is built into the part price as you may have to rectify the work at a later date. If the customer can't understand why he/she is getting a superior job for the price they are paying they need to walk.

[adamf]

Being fairly new to owning my shop, it's nice to hear others have had problems like this. I try not to take these complaints personally, but I pride myself in my quality and it cuts to the heart. Thank god for this forum and its members.

[ncautoshop]

  On 3/15/2014 at 12:38 AM, adamf said:

Being fairly new to owning my shop, it's nice to hear others have had problems like this. I try not to take these complaints personally, but I pride myself in my quality and it cuts to the heart. Thank god for this forum and its members.

I was amazed when I found this place, it did wonders for my profit when I realized others hear the exact same comments and it didn't really have anything to do with me, my work or my shop. As a matter of fact less people have complained about price since I started charging more and correctly. I lost some customers that liked the old pricing but also left a good bit of stress behind with those customers lol. Can't please them all, best just let it go. Easier said than done lol.

 

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[bigdonstang]

In the words of the great Ron White "you can't fix stupid." I had a customer yesterday tell me that I wasn't a good guy and he was going to tell all his friends about me because we failed his car for having horribly dry rotted tires. I take pride in doing state inspections as honestly and as thorough as I can. So it hurts on a personal level when someone tells me I'm a bad person. But I just have to tell myself that guy is stupid and I can fix his car but I can't fix him.

[Gonzo]

Glance through some of my old post and stories and you'll find out that you're not the only one that deals with these situations. I find it better not to argue with these type of customers because you're not going to sway their opinion at all. Once they have made their mind up... it's over. All you can do is tell them that you appreciate their business and hope they continue to use your services. However, if you feel that my prices are to high then I'd try that other shop. 9 chances out of 10, they'll be back, mainly because they'll take the time to actually think about it and come to the realization that it's not the price as much as it is the quality of the service.

 

Funny, these type of people won't ask their dentist or doctor for a cheaper rate. go figure.

 

Service work will and always be judged by the consumer by the price and not by the service. People who want quality and expect it... don't price check.

[ncautoshop]

  On 3/15/2014 at 8:56 PM, Gonzo said:

Glance through some of my old post and stories and you'll find out that you're not the only one that deals with these situations.  I find it better not to argue with these type of customers because you're not going to sway their opinion at all.  Once they have made their mind up... it's over.  All you can do is tell them that you appreciate their business and hope they continue to use your services.  However, if you feel that my prices are to high then I'd try that other shop.  9 chances out of 10, they'll be back, mainly because they'll take the time to actually think about it and come to the realization that it's not the price as much as it is the quality of the service.

 

Funny, these type of people won't ask their dentist or doctor for a cheaper rate.  go figure. 

 

Service work will and always be judged by the consumer by the price and not by the service.  People who want quality and expect it... don't price check. 

I recommend just buying the book! My books been passed around to the point the pages are worn thin!

 

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