I think this is a no brainer. There is absolutely no reason why your shop should have to pay for anything that is rusted, previously cracked, or any other similar situation. What I do do in that similar situation is put the estimate together first and then call the customer. The thing I really feel good about is explaining the situation and encouraging them to come down to the shop and give them a tour of their car. 9 out of 10 customers are able, appreciative and interested in learning how things look and work. Once this visit happens they always understand that this was no fault of ANYONES. Stuff happens, can't always avoid it. Now they also have gained a little insight to what a mechanic can come across when it starts out to be a typical brake (or whatever) job, and have some knowledge of how things work. Not to mention the level of trust you build with this customer is PRICELESS. That is exactly what referalls are made of! Now, if we screw up and we brake something, it is entirely our fault, of course I pay for that, sometimes the mechanic steps up and reimburses me for the part. I have a great couple of guys on my crew.
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To Sell or Not to Sell?
in Joe's Blog
A blog by Joe Marconi in AutoShopOwner Team
Posted
I think this is a no brainer. There is absolutely no reason why your shop should have to pay for anything that is rusted, previously cracked, or any other similar situation. What I do do in that similar situation is put the estimate together first and then call the customer. The thing I really feel good about is explaining the situation and encouraging them to come down to the shop and give them a tour of their car. 9 out of 10 customers are able, appreciative and interested in learning how things look and work. Once this visit happens they always understand that this was no fault of ANYONES. Stuff happens, can't always avoid it. Now they also have gained a little insight to what a mechanic can come across when it starts out to be a typical brake (or whatever) job, and have some knowledge of how things work. Not to mention the level of trust you build with this customer is PRICELESS. That is exactly what referalls are made of! Now, if we screw up and we brake something, it is entirely our fault, of course I pay for that, sometimes the mechanic steps up and reimburses me for the part. I have a great couple of guys on my crew.