In college I worked as a service advisor, and found that when I spent the time on the estimate and included labor parts, and tax that it was much simpler to sell, and I never had to "address the bill" at the cashier's window. When the customer hung up the phone, they knew exactly what they had authorized and what they should pay within a few dollars (aside from the occasional unexpected problem, etc.). This eliminated wasted time explaining tickets, improved CSI, and actually, made selling the work easier. Also, if a customer disputed the ticket, it was all in writing on the authorization estimate sheet. Highlighted and noted with customer remarks (complete with exactly how the customer phrased his authorization, exact notes using the customer's own words). It's all about covering your hind quarters.

Cheers,
Brian.

At the same time, I'm a firm believer in not punishing a good technician for being good at what he does. If a technician can finish a three hour job in one hour, he deserves to be paid the full three. It's his years of experience and determination that has enabled him to excel in this manner. On those jobs that take him longer than flat rate to complete, can he charge extra for his time? No. It's no fault of the customer that he hasn't yet mastered the particular task. So if he finishes a four hour job in an hour and a half, and you get your car back early; what's the problem? I would be happy that I received my car before promised.

Cheers,
Brian.

posted by 65.106.25...

• Arrggghh!! Long venting about my dealer...avoid him!, Ootpek, Mon, 2 Dec 2002 13:35:31
  • Flat Rate, just like your doctor, Stephen Goldberger, Tue, 3 Dec 2002 12:44:44
  • Re: Arrggghh!! Long venting about my dealer...avoid him!, Jason 0W-40, Mon, 2 Dec 2002 15:57:46
    • Re: Arrggghh!! Long venting about my dealer...avoid him!, bRAD, Mon, 2 Dec 2002 16:48:58
      • Re: Arrggghh!! Long venting about my dealer...avoid him!, Jeff, Mon, 2 Dec 2002 19:53:46
        • Training, tools, facilities aren't cheap........, Mike Lynch , Mon, 2 Dec 2002 22:28:14
          • right but..., Jeff, Tue, 3 Dec 2002 13:01:54
          • No they're not,, Rafe, Mon, 2 Dec 2002 23:41:45
            • Agreed..., b.flippo, Tue, 3 Dec 2002 11:07:45 <-- Viewing This Message
              • Re: Agreed..., ootpek, Tue, 3 Dec 2002 13:25:35
  • Great... I didn't need to hear that..., bRAD, Mon, 2 Dec 2002 14:56:55
    • I don't like the attitude in general @ Budd's n/m, Trev, Mon, 2 Dec 2002 20:16:44

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