After my annoying customer last week its nice to have faith restored by oher customers.
Customer came in for 2 broken coil springs to be replaced. Asked for a rough idea on price (I always try to quote a labour price and then say plus parts as required.)
He replied, Happy with that, but if it takes longer than you expect don't rush it I would rather it was done right than rushed and its only fair you get paid if it happens. Job didnt over run so it was ok anyway but was very nice to have any time pressure removed.
Thining about this subject in general and I wonder if menu servicing is responsible for some of the aggro between customer and garage.
For example, a garage quotes a fixed price with all good intentions. Job goes pear shaped (they often do!). A good independant who knows his parts costs are covered would only end up losing his time to finish the job = less pay per hour/job than anticipated but not the end of the world.
A main dealer maybe has other implications. Other jobs must be finished that day because they are promised out, short cuts "may" happen because of it. mechanic is on a bonus system of wages too so unless he does all his jobs he doesnt earn his real money etc.
just thoughts. But I am happy to report I got good customers too !
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After my annoying customer last week ...
its history. just get over him and move on. no need to keep smarting from old wounds.
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It's always been my understanding (based on a friend who is a Ford main dealer mechanic, plus other anecdotal evidence) that most jobs can be done in approx half the time the manufacturer states, so there's plenty of padding in there, if a job drags out.
Perhaps in your effort to quote a reasonable price, you're not leaving yourself the headroom for the jobs that don't go to plan?
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Dalglish. I have moved on. I really don't think you understand how little he actually bothered me! I was simply pointing out the other side of the customer/mechanic relationship that happens! It was so satisfying watching him back off and go away with his tail between his legs!
Bill Payer, I don't think the times are wrong as per the manufacturer. What happens is the mechanics find ways of doing the job quicker (shortcuts) that are not always good. But they are on a bonus system that encourages this so they get paid more.
A good example is a clutch on a (now older) escort where it can be done in half the book time but puts enormous strain on oil seals and mountings that WILL leak shortly after. But that becomes another job for the main / larger dealer type outfits whereas an independant will likely do the job the right way 1st time and use the time allowed.
I have enough experience to know what sort of jobs will likely cause what sort of aggro so price accordingly.
My point is that the menu pricing idea possibly encourages this approach and the following problems and bad feeling.
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I knew we'd probably meet one day...:-)
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What\'s for you won\'t pass you by
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>>that most jobs can be done in approx half the time the manufacturer states
Quarter of the time more like,escort clutch was 3.5 hour change,can be done in 40 minutes
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Exactly my point mmd.
But doing it in 40 minutes WILL make more work in the near future. But the mechanic earns his bonus, the boss gets more cars through his workshop (his bonus) and then gets more repeat work (more bonus for all).
But the poor old customer is left feeling like an endless supply of money to the garage and in in this instance he is !
Obviously others dont see the pitfalls of menu sevicing. It doesnt matter, I was just curious.
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well mmd can you do a cambelt change on a V6 omega in a quarter of the book time then? or how about a clutch on a RAV 4
I agree with Yorkie bar there are some fantastic customers out there in fact I would say the majority & when they come in its refreshing after having a wind up one!
I also have also alway's quoted over to allow for some agro & if all goes to plan I reduce the bill & it always brings a smile, better then under quoting then having to jack the price up. Those that want it to the penny I don't bother with & menu pricing, well its what it say's it is, your fixing to the quote & not to what needs doing!
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Two large notices on the wall of the reception in an indie's outfit
"The bitterness of poor quality remains long after the sweetness of low prices"
"Prices may vary due to customer's attitude"
They seem pretty accurate to me.
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>>I agree with Yorkie bar there are some fantastic customers out there in fact I would say the majority & when they come in its refreshing after having a wind up one!
Something you have to get used to when you work in a garage,wind up merchants!
Plus they are a topic to moan about tea break.....lol
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