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Ever Since You Changed My Oil....

Joe Marconi
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autoguy Rising Star

autoguy

Posted
Posted

An angry customer will tell 10 people....that's the rule I think, a happy customer will tell 2. What's the winshield worth to you?

 

I probably would not have fixed it for a customer that I think will give me a headache every time. But if it is someone local and I feel she will return.. I might have had it done.

 

I think you need to weigh it out. I'm curious what you did.

autoguy Rising Star

autoguy

Posted
Posted
The windshield cost is around $200.00. I did weigh everything. I also believe my advisor and the tech that nothing happened at my shop.

 

The question is: what is this customer worth to me? Will paying the $200.00 for the new glass help to retain this customer, or is it an admission of guilt?

 

I want to hear from a few more people before I tell you what I did.

 

Good point about the admission of guilt...sometimes that is not good. Maybe I would offer to split it.

  • 1 year later...
carbtech72 Contributor

carbtech72

Posted
Posted

personally, i would have talked to the customer, informed them that my shop didn't break that windshield but i would replace for her to keep her happy and want to continue doing busniess together. And down the road make sure i got that windshield cost back

Brianp Enthusiast

Brianp

Posted
Posted

If she was upset she was lost anyways. I bet if you had noted it but not mentioned it it would have been a no issue. Maybe just have noted it on invoice. It was prolly there all along but she never noticed it.

FROGFINDER Rising Star

FROGFINDER

Posted
Posted

A quick walk around the vehicle with the customer present while pointing out obvious flaws at check in saves a lot of hassle later. B)

 

Serve others in a manner that leaves them glad they met you will and you will be blessed with work.

  • 5 weeks later...
FROGFINDER Rising Star

FROGFINDER

Posted
Posted

Let me give everyone an update: It's been a year and a half since I gave away a windshield. The customer has not been back. SO, in my mind it was a scam and the customer got over on me. But that's ok, I am sure that we can all agree that we are all judged by a higher authority and I know in my heart I did the right thing.

 

 

If you can still reach this customer send them a thank"s for your referrals and don't forget to send out a Christmas card. You would be amazed who will refer you even though they go elsewhere for car repair.

B)

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    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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