Lynx/customer Problem

[tooldini]

Thanks starquest I do ask tons of questions and more since I am coming across more non repairables. It just bothers me when a customer tells me one thing then I get there and it is way OFF. Thats when I thought of charging a service fee, but I think I will just chalk it up as a small loss to avoid any hassles. I have gotten $50.00 in tips in the last couple months so I guess that makes up for it.

Jeff

[SGT]

Thanks starquest I do ask tons of questions and more since I am coming across more non repairables. It just bothers me when a customer tells me one thing then I get there and it is way OFF. Thats when I thought of charging a service fee, but I think I will just chalk it up as a small loss to avoid any hassles. I have gotten $50.00 in tips in the last couple months so I guess that makes up for it.

Jeff

Jeff,

If you look through the archives from the old forum, I started a post concerning charging a service fee there long time ago. I was thinking on the same lines back then. We decided not to charge a service fee in the end. Unfortunately this WSR service people do not look at it like a plumbing leak where it is an emergency and are willing to pay to get someone as soon as possible. For WSR most people procrastinate to get chips fixed to begin with and if you get a customer who does want chips fixed you might just scare them off with a service fee. This might work better on commercial accounts though. You never know though and only one way to find out!!

I had a customer who called and was desparte to get his windshield replaced. He was trading in his BMW and the dealership told him they would have to replace the windshield at cost of almost $600.00 so that was really affecting what his car was worth. Anyway, I could not squeeze him in that day. He asked if I could do it after hours and I told him there would be an additional fee. He was fine with that and wanted me to bill his insurance and I explained that they would not pay for the after hour fee. In the end he paid cash and submitted the bill himself for reimbursment. He was very pleased with the job and overall service we provided not to mention the money he saved.

If I show up for a network job and a customer has more than 3 chips on the windshield, I call the network and advise them. I am told work that out with the customer for the additional chips. I have had the network tell the customer what additional chips should cost which to me is wrong. Work done outside the scope of the contract is not there business. Now it is not that big of a deal as the fee was what we charge for extra chips anyway. For someone who charges more though it would present a problem.

Sorry if I got off topic.

[tooldini]

that make sense SGT I have had more than 3 several times and they are ok with paying the cash. So I have decided not to even mention the service fee to customers and just hope for more tips to compensate for the non repairables. I guess it is just part of the business, and like all business there are some small downsides. Thanks everyone for helping on my decision to not go with service fee's.

thanks
Jeff