James William

I guess it depends from case to case and there shouldn't be any hard and fast rule. For example you may prepare an estimate of a repair order and later while repairing procedure, you discover that some other parts need your attention. This doesn't mean you are going to to the additional repair for free. You have to charge for this and hence you revise the estimates after your customer's approval. Moreover, your customers are not easy people to deal with. They do not trust you easily. In worst cases, where customer actually complains that you are responsible for the additional broken part, you can look into the case. Another case would be that you gave your best and the vehicle looks absolutely fine when your customer leaves your shop. But returns on the same or next day complaining that the part broke off. What should you do here? You again have to look into the case. It may be your customer fault but it could be yours too. In this case, I believe you should just go for free repairing of the particular part. After all, it may give your customers confidence into your shop that you did not try to upsell them. Hence, its your gain ultimately. But, remember, this is a rare case. May happen twice in 6 months. Do not let your customers deceive you! You have to be smart here.

I believe that the concept of absentee owner can work only in a case where the organization has reached the maturity stage. This is when the organization and its people knows how to streamline their tasks without the authorization and accountability of an owner. The owner has given years of his hard-work, effort and sleepless nights to the company, and hence, he now deserves to rest at the backend. Moreover, becoming an absentee owner can be used as a strategy in itself. Such that the owner may want to get an insight into how his team operates when freedom is given to them in his absence.