Brake question
#21
#22
I had the impression right away that you were dealing with an honest mechanic. But then, I read all of the post, too.
In comparing notes with other business owners, some have adopted a practice of mentioning only safety-related issues that they notice and document same on the ticket. They give the customer the option of having that repaired at a different appointment time to minimize the accusation from a customer that they car is being held hostage while it is torn down. They have adopted these practices because of a customer's behavior.
So, unless the shop has witnessed the situation, they are often reluctant to suggest a repair. They have had plenty of conversation with they lawyers and if the problem cannot be documented while in their hands then they don't want to be accused of trying to sell the customer unnecessary parts.
This is a tight balance to walk. My approach is on the other end of the spectrum. If we find a safety-related item, the customer can elect to have the repair done or go somewhere else.
In comparing notes with other business owners, some have adopted a practice of mentioning only safety-related issues that they notice and document same on the ticket. They give the customer the option of having that repaired at a different appointment time to minimize the accusation from a customer that they car is being held hostage while it is torn down. They have adopted these practices because of a customer's behavior.
So, unless the shop has witnessed the situation, they are often reluctant to suggest a repair. They have had plenty of conversation with they lawyers and if the problem cannot be documented while in their hands then they don't want to be accused of trying to sell the customer unnecessary parts.
This is a tight balance to walk. My approach is on the other end of the spectrum. If we find a safety-related item, the customer can elect to have the repair done or go somewhere else.
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VladicRavich
Volvo 240, 740 & 940
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05-07-2008 12:40 PM