Customer Service, from the Service Person's POV...

I remember the thread about customer service. I agree it's kind of a dying art, but here's what I'm facing this instant...

Customer brings a 2000 Focus into my shop. Locked up engine. Suggested engine replacement, quoted repairs, told customer price could change up or down depending on what I find when we actually get the old engine out. Engine puked parts into the intake manifold and they won't come out. Needed intake. Exhaust manifold cracked in 3 places. Needed manifold. All in all I cut the guy a break on labor price and got it down to about $5400. He said "Ok, we need to get it done." Now he called the GM of the dealership and said he doesn't want the car anymore, not worth the money.

WTF?!

Now it's my fault for selling the guy a $5400 repair on a $500 car? Don't think so. Customer never gave me any sign of backing out through the 15 or so phone conversations we had.

So, what would you do?

Have you done the work?

A flaming bag of dog poo and a quick game of ding-dong-ditch at the jerks house always helps me when Im frustrated with a customer

"he called the e36m3 poop chuckle"

I really think it is time to tell the GM what you have experienced and let them make the choice. I would tell the GM about how worthless the customer is for leaving you hanging with the repair bill after giving them a break to keep their tech employed and hopefully happy and the dealership doors open.

Although I will say this, the phone is a powerful turnoff tool. If I was consistently getting a call about more stuff needed, I prolly would do the "Yeah whatever." attitude and balk at some point in time before it's finished and say it isn't worth it too.

Did the customer sign a service order?

Was the work done? If so, you do have a signed work order, no? No work order, no work done, blow it off and move on. Signed work order (=contract to do work at an agreed price), work done, customer is on the hook for agreed on prices. Let the GM work it out and go do some productive work. Work done, no work order, probably time to clean out your locker.

Work is almost complete, about 98% I'd say. Signed work order. The 15 phone conversations were mainly him calling asking questions like, "Is it done yet?". I only had to call him 2-3 times total for added stuff and about 6 times just to update him on progress. We're supposed to update every customer every day, but with something like this, I agree it's a little excessive calling every day. GM isn't on my ass really, he was just kinda pissed about the situation. My Service Manager helped me out.

Just venting mainly... LOL

Sucks to be that customer. He just dumped 5 grand into a car that's worth a third of that.....

When repairs are going to cost more than the bike is worth we get a deposit up front. Usually 50% or more. I have asked for payment in full if I felt I was dealing with a flake. Don't make that gamble and you can't lose.

Almost sounds like trying to angle for a "new" car. I have seen that happen and had it happen to me. Big ole Cadillac DTS came in for a broken window regulator, got estimate approved, and just before working on it, salesman came back and said the onwer just traded it in on a new Buick.

Methinks the used car lot is going to be featuring a "Like New 2000 Focus, brand new engine!!" Wonder what they can get for that.

Ranger50 wrote: Almost sounds like trying to angle for a "new" car. I have seen that happen and had it happen to me. Big ole Cadillac DTS came in for a broken window regulator, got estimate approved, and just before working on it, salesman came back and said the onwer just traded it in on a new Buick.

Just had that one happen too on a Lincoln Continental we were doing all sorts of steering work on. She called me and said she had a bad power steering and oil leak and wanted us to check it out. I did and called her and quoted about $2k in repairs on a 1998 Continental. She OK'd it and we did it. Next thing I know she's traded it in and now it's all under internal labor rate. Screwed me outta $50+. All in all though, it was EXTREMELY smart of the customer. I wasn't too mad about that.

for repair comittments that large, don't you ask for any cost up front?

I actually had the reverse happen. The engine mounts on my Integra "failed" so I had my shop fix them. The repair lasted less than a month. They said they would give it another try. After a few days turned into a week and a half I finally got the news: the engine mounts were broken in a way that made a simple replacement impossible. IOW, it was broken at the engine side of the mount. So new/rebuilt engine would be needed. I said let me know what it costs....and was told: we will help you out all we can. I guess they sort of felt sorry for me. The shop owner offers me a loaner car. After a MONTH, car is still not fixed. I have a loaner that is no more expensive to run than "old" car, but I want my old car. "We will try something else". After nearly 2 months I am presented with a bill for $2,000. Keep in mind, this is the 1st week of January....so not much "free" cash on hand. I paid about $2,000 for the car. AND NO SIGNED WORK ORDER. Did I try to get them to "eat it" or take it in trade? No, I reluctantly paid the bill because at the time the economy was bad and I figured whoever did the work deserved to be paid. But if I had known beforehand it would top $700, I would NOT have okayed it.

madmallard wrote: for repair comittments that large, don't you ask for any cost up front?

Nope, we have the car though. LOL We only get deposits at my dealership if someone is taking the car and we special order parts.

Integraguy: I like your take on it. Yes, we did the work, yes I helped the guy out by knocking HUNDREDS of dollars in labor off the price. Yes, he OK'd the total knowing that the price was about that of a replacement vehicle. Still, I never had the impression he'd pull anything like this.

Cash deposits are the way to go when the estimate exceeds the value of the item being repaired. I would get a cash deposit up front next time

EastCoastMojo wrote: Cash deposits are the way to go when the estimate exceeds the value of the item being repaired. I would get a cash deposit up front next time

I suspect that's some sage, bike shop owner - "I found this by the side of the road, make me a fixie" - experience talking .

EastCoastMojo wrote: Cash deposits are the way to go when the estimate exceeds the value of the item being repaired. I would get a cash deposit up front next time

I'm bouncing the idea of starting up a little bike/tennis shop and this is something I never really thought of. Makes sense, though.

I'll be asking you some questions soon, Ash.

I deal with this all the time, I get people with old W123 diesels who get sticker shock at big repairs. Since a W123 doesn't usually sell for enough to cover the repairs, I get 50% non refundable up front before I order parts, etc. Maybe 25% of the time people pull them out without fixing them but those are usually too far gone anyway.

Also on a big repair I will ask for some sort of ID, such as mother's maiden name, last 4 of their SSN, something like that. It's to 'prevent someone from changing their repair request without their knowledge'.

Just don't let the customer know that their pride and joy is worth so little

Well the customer came, picked up the car, and was actually happy to get it back. Seems that he said that as a tactic to get us hurried up on the car. The ol', "Damn, ya'll are takin' so long I dunno if I even want the car back!" technique.

Oh well...

Just had a 1994 F150 walk/drive in here that needs a new 300 straight 6 engine. $4k worth of repairs...

Here we go again...

Conquest351 wrote: Just had a 1994 F150 walk/drive in here that needs a new 460 installed. $4k worth of meaningful repairs... Here we go again...

FTFY.