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cdhowell

Estimating the unknown

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Had a lady come in wanting a tune up on an 06 Expedition. I explain that it books at 3 hrs.and plugs are x amount. This would be The minimum charge "IF" everything went correctly. I went on to explain The notorious spark plug problems and that this "could" drastically change the price. I tried to explain that they could break at the shell, or the porcelain which takes longer. And there was no way to estimate "IF" or how many plugs would break. She says she was expecting it to be under $200 and she could not afford us. I tell her that any shop that can do it for under $200 has know idea what they are getting into. I tried to get her to explain what problems she is having and that she may not need plugs. Instead she ran out the door so fast I thought she was going to break a high heel.

 

So where did I go wrong? I had a customer in the shop willing to spend money but had no idea of what could happen. Trying to be up front scared her off before we had a chance to earn a repeat business customer.

Even though my wife was here, I feel she thought we were trying to take advantage of a female. Was there a better way to handle this?

 

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