Ethical Question ...

[boyd]

Someone calls and says they need a rockchip repair, you schedule the appt, drive 15 min., get out, look at it and it is a surface chip.
Do you (A) tell them it's fine it won't go any where, (B) put a little dab of pit filler in it and tell them no charge, (C) charge minimal for the pit filler , say, around $10 or (D) go through the process of repairing it and charge them full price?
My philosophy has changed over the years. It happens quite often and if you have done w/s repair for more than 2 months it has happened to you. What do you do? Here's my phil. The customer is always right...
If they say it's broke then I fix it and charge them for my time. Sometimes I feel guilty, I was wondering what you guys do.

[Coitster]

Personaly what I do is this. If it is something that I wouldn't normaly fix or try and sell then I don't do it. I tell the customer that it's nothing to worry about and that they will be fine. I consider it just one of the costs of doing business, also remember people will thank you for not taking advantage of them and they will recommend you to friends. People arn't used to someone taking care of them. I don't consider them customers, I consider them clients, and that is a huge differance. A client is someone that I protect. I look out for them. If you are truely protecting them they will see that. I get lots of refferal business because my customers trust me. Just my two cents, hope that helps.
David
Coitster

[Dave M]

That scenario happened to me about two weeks ago at one of my dealerships that I visit on a weekly basis. One of their customers had dropped off a car which needed a repair. The damaged area was just a chip, a little smaller than an eraser on a pencil. I explained to the finance manager (he had called me) that it was only a chip where a rock had hit and removed a small piece of glass and after close observation inside and out of the car that there were no cracks or sub-surface damage that would warrant a repair.
He said that his customer was concerned that the chip would cause further damage and preferred that a repair be performed. With the customers concern in mind I did the surface repair and obtained a PO from the manager for my normal cost.
Last Friday I spoke to that same manager and asked if his customer was satisfied with the repair. The customer was very happy and felt reassured that his w/s would not break.
I've also had Joe Smoe call (cash in hand) with that same scenario, only after explaining about there being no "break" he said never mind. We shot the bull for a while, I left a few business cards and have not heard from him again!

[gaf]

I have come across some of these and never had anyone think that it would break out but that little nick was driving them crazy. I charge $15 and the customer is always very happy.

[john eltoro]

the best kind of advertising is word of mouth, fix the guys window and he will tell a few people what a good guy you were. on the other hand this type of business is win and lose, when you waste time and money on one repair, you make it up on the next one. charge a little more for the time you lost on the other one. that is my philosophy. everyone is different.

[GRT]

I think Coister and Dave are both right. Depends on the customer after you explain the situation and that there isn't a break. With Joe Smoe I throw in some pit filler at no charge, unless they start pointing out all the constellations in the glass. Then it costs for a flush windshield. I once had a guy with a cherry vette that had about 10 divets he wanted filled. After I explained that the cons to him, he wanted it done anyway. So I did, and after throwing some pit polish on for fun, I had to admit It looked really good. He was as happy as a cow eatin.. cabbage. I told him to spot me a 20 and he gave me a 50. He had just been to a well known glass shop that said the only thing to do was replace the W/S. I've gotten about 6 referrals from the guy. Ya jus.. never know...

[desertstars]

Boyd.

An interesting dilemma.

I think Dave M and Coitster are both correct.

But, In your specific case, I would have done (A), (B), and charged (C) for cosmetic purposes and their peace of mind as well as my gas.

That would seem to be a decent, fair and eqitable compromise for both parties.

I've had many of those. They almost always originate from particularly particular people. In one case that I know of for sure, the customer called someone else after I left and was charged for a full repair.

I guess my point is that one needs to gauge the individual situation.

A total lack of ethics in this case would involve someone attempting to talk them into a new windshield.

[glassdoctor]

Good comments...

I know I have come around in recent years... I don't do anything for free anymore... it's a buiness, not charity work. Who else does free work for you?

There are many cases where a customer wants "something" done to ease their mind. They want to know from a professional that it's ok. A reduced "surface chip" charge is fair if they want you to "do something".

Whatever that charge is you need to figure out. Mine will vary depending on circumstances. May be $10 for a walk-up customer. Keep in mind, too, that if they know you drove some distance, many people will feel guilty or stupid when you tell them it doesn't need anything. I doubt many people would feel ripped off if you told them it's a just a chip on the surface, but you could repair it for $10 or even $20. After all, they were expecting to pay much more than that, and you are being honest with them. I had a guy recently call and described what sounded like a surface pit, but he seemed concerned about it. I told him we would come fix it for $20 based on what he described. When it was done, he was happy and so was I.

If I have a dealer or their customer request a repair, then I don't argue with them anymore... they saw it and it bothered them enough to call me. I do it and charge the normal fee.

Sometimes a person wants to know if it's "only" a pit, or if it needs repair... this is different and you should be honest and let them decide. Give them your card and ask them to call you right away if they get a chip they feel needs repair. They may be your future customer, as coitster comented.

But don't be too quick to turn away work or assume they don't want anything done because it's small. I have had many people want something done "just in case" or because "it bugged them".

Also, don't feel bad or offer a discount when a repair is quick and easy... and don't complain or jack the price if it's difficult and takes time.

It would be nice to not have to deal with this, but....

[maxryde]

My 2 cents worth, I was doing a clinic when this lady drives up in this Monty carlo. Very nice rig only 2424 made! She had a couple of minor surface chips, not a threat to the WS I told her that it would only cause minor wiper damage, (streaking) from the blades passing over the pits. Another selling point I regularly use. The lady was happy to pay for them to be removed, ( I charged 1/2 the normal rate) and has since returned again, ''very happy''. She paid 40 grand for the vehicle 6 mos ago (new) so I figure "The customer is always, no in this case right" Oh btw When I was inspecting the glass in the beginning I nearly scraped the lettering on the top of the windshield A near soiled laundry experience!!!, this was just before she explained the $ she paid for the car. Now I know this story may give the impression that I'm some kind of novice but the truth is I have been serviceing vehicles as a profession since 1976. I just chucked it up to not having a lot of experience in the wsr end of things. Scott:~)

[WIN-1]

My 2 cents worth, I was doing a clinic when this lady drives up in this Monty carlo. Very nice rig only 2424 made! She had a couple of minor surface chips, not a threat to the WS I told her that it would only cause minor wiper damage, (streaking) from the blades passing over the pits. Another selling point I regularly use. The lady was happy to pay for them to be removed, ( I charged 1/2 the normal rate) and has since returned again, ''very happy''. She paid 40 grand for the vehicle 6 mos ago (new) so I figure "The customer is always, no in this case right" Oh btw When I was inspecting the glass in the beginning I nearly scraped the lettering on the top of the windshield A near soiled laundry experience!!!, this was just before she explained the $ she paid for the car. Now I know this story may give the impression that I'm some kind of novice but the truth is I have been serviceing vehicles as a profession since 1976. I just chucked it up to not having a lot of experience in the wsr end of things. Scott:~)

Almost changed Maxryde's Handle to Dirty Diaper WR! ?:~)
Ken