When Saving The Customer Money ... Backfires! -

When Saving The Customer Money … Backfires!

A few months back, a customer came in with a broken seat frame on her Honda Pilot. The car had more than 150,000 miles on it and the seat frame broke through use. Replacing the seat frame, with labor, would be well over $1,100. My foreman recommended welding the frame, saving the customer hundreds and hundreds of dollars. Two months later the car returned with the seat frame broken in a different spot.

By Joe
Marconi of Elite

A few months
back, a customer came in with a broken seat frame on her Honda Pilot. The car
had more than 150,000 miles on it and the seat frame broke through use.
Replacing the seat frame, with labor, would be well over $1,100. My
foreman recommended welding the frame, saving the customer hundreds and
hundreds of dollars. Two months later the car returned with the seat
frame broken in a different spot.

Explaining
this to the customer was difficult. She paid for a repair and wanted
satisfaction. The service advisor informed her that the seat frame broke
in a different spot and that we were looking to save her money by welding the
frame, as opposed to replacing it. She asked why she was not given a choice.

After a few
go-arounds with the customer, the service advisor told her we would credit what
she paid on the weld repair toward the job of replacing the seat frame. She was OK with this.

The lesson
here is to clearly explain all of the options to the customer. Don’t let your
first inclination to save the customer money keep you from letting the customer
decide what the repair should be. Present all the options, the pros and
cons, and always have the customer involved in the decision making process. You
can certainly give your opinion, but you should not decide for the customer.
Plus, we need to clearly state all the options on the invoice and
review again at the time of car delivery.

This article was
contributed by Joe Marconi. Joe is one of the 1-on-1 business coaches who helps
shop owners through the 
Elite Coaching
Program
, and is the co-founder of autoshopowner.com.

You May Also Like

Utilizing Technology In the Service Garage

Shops that use technology effectively will increase customer service and improve internal processes to boost satisfaction.

At the heart of any organization, regardless of the industry or even your geographic location, is the value of providing remarkable customer experiences – today, the value of meeting rising customer expectations has never been so significant. With studies finding that 80% of customers are willing to swap brands after three or fewer encounters, the pressure is on, particularly in auto repairs and service, an industry widely associated with poor customer experience and one that doesn’t fit into the mold of a one-size-fits-all solution.

Build Confidence Between Clients and Techs

Greater trust means more customers will be open to coming back and the relationships become a little more personal.

Communicating The Effectiveness Of TPMS

A good angle to start with may be laying out the consequences of not having a working TPMS.

What Customers Don’t Know About TPMS Can Hurt You

Surveys have shown that 30-50% of drivers have no clue what the TPMS warning light in their vehicles means.

How Does Ethanol Affect A Fuel System?

Ethanol and E15 fuels are right for certain applications but not for all vehicles. Here’s what you need to know.

Other Posts

Getting In The Car When The Keys Won’t Work

What do you do if the keyless entry remote won’t unlock the doors or start your customer’s VW?

Survey Reveals Consumers Trust You More These Days

The research was commissioned by ASE with the online survey conducted by b4 Branding, an independent research firm.

Understanding Battery Charging and Power Management Factors

Temperature plays a key role in how a battery discharges and the amount of current that can be delivered.

Run-Flat Tires Not Always Easy To Sell

Consumers who value peace of mind and security with a balance of ride comfort, may find run-flats right for them.