Here's an example:
When I was a flat rate technician, I found a note to the technician in the clients car I was servicing. It stated (paraphrased):
Dear Technician, you folks have always done an incredible job on all my cars. I am sorry to be so picky, but my car is brand new and it has an irritating rattle at 65mph from inside the dash.
Dash rattles on new cars are every technicians nightmare. Theyre time consuming, and they dont pay. These types of concerns frequently get written off as No Problem Found, or Could not Duplicate. However, in this case, I spent 2 hours diagnosing and repairing this clients rattle. I was only paid .3 hours for the repair, which amounted to $4.33 in my paycheck, but I didnt mind.
The point is: when you treat your service representatives with respect, youre less likely to get price-gouged, and more likely to get your car fixed correctly the first time.
IMPORTANT: Having said this, being nice does not mean agreeing with everything your representative tells you. If youre always agreeing to your service representatives recommendations, hell keep making themthats how hes paid.
Even if he seems like a friend, it saves to be shrewd and to ask questions. In terms of being nice, thougheverybody likes to help the nice guy whenever possible.
-Theodore P. Olson (Ted)
Resetting Check Engine Light
Ted holds extensive certifications from Mercedes-Benz, Toyota, General Motors, ASE (Automotive Service Excellence) and more. Over a twenty-year period in the automotive service industry, he has served as a technician, shop foreman, shop manager, shop owner, service advisor, service manager, and service industry consultant.
Other Works by Ted Olson Include:
- ARREST the Automotive Service Industry!
- Maintenance Myths: A Step-by-Step Guide to STOP Getting Ripped Off!
- Auto Repair: The Shocking Truth About Who's Ripping You Off and Why!
- Automotive Service Pricing Strategiesa fair pricing guide for service centers
- Being the Besta comprehensive customer service handbook for service advisors
- Service Center Personnelan auto repair informational for general service staff
- Service Mission Statementa philosophical proposal to improve customer service