How to charge for on-line help

[theboss20]

So we all use various on-line help systems to find difficult problems...how do you invoice those costs to your customer? It seems like between monthly subscriptions for shop management software and  help software costs the profits keep slipping away...help!

[jaybazzi]

I believe that should be figured in shop supplies 

[theboss20]

Good...I will have to raise shop supplies up some to cover it...Thanks

[gandgautorepair]

A good question that I've thought about but haven't done anything about. In CA we can't charge shop supplies. I don't think it would work to add a specific separate charge, which would be hard to explain. About the only way I see to do it is to add a little more test labor that the tech doesn't get flagged for.

 

[Dec]

I just took a class from Jeremy O'neal that addressed this exact issue. Rather than raising your shop supplies fee, you can add it as another, separate fee on any diagnostic line. Label it 'additional resource fee'. I haven't started this yet, but he says that he hasn't had a single customer question it. I imagine that if you have clear a detailed explanation of the testing a diagnostic process you went through to figure an issue out, they won't think twice about 'additional resources' needed.

[BOBBYK]

If we use a service like Identifix  for technical help we charge a computer access fee of 69.95. I have never had anyone complain about this charge once it's explained to them that without the technical help the time to diagnose there problem would have taken a lot long and cost them more money in the long run. I also let them know that we as tech's can't know everything about every vehicle out there and anyone that thinks they do run from them. Even doctors get outside help from other doctors on some problems with there patients.

[theboss20]

Great info guys...I like both thoughts...the key is having the right words that the service advisor can use to explain to the customer that is plausible and believable...Thanks for your input! 

[autoguy]

On 3/7/2018 at 3:22 PM, Dec said:

I just took a class from Jeremy O'neal that addressed this exact issue. Rather than raising your shop supplies fee, you can add it as another, separate fee on any diagnostic line. Label it 'additional resource fee'. I haven't started this yet, but he says that he hasn't had a single customer question it. I imagine that if you have clear a detailed explanation of the testing a diagnostic process you went through to figure an issue out, they won't think twice about 'additional resources' needed.

An additional line item for "Additional Resource Fee" or something similar is an interesting idea.