Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Oct 21, 2008 12:10 pm Post subject: Over Selling and Under Selling
The auto repair trade is thought of by many as disreputable. A bunch of crooks that are just trying to sell whatever they can. This reputation is largely undeserved, though there are certainly examples to support it. Many times, I think what is seen as dishonesty is often lack of technical competence.
This could be a topic unto itself, but not the point I wish to make. Many clients come to us [from their previous shop] because of under-selling. That is, continued problems after the vehicle is serviced. In many cases this is due to less than complete jobs being done.
An example is a persistent brake shudder. Several years ago, the client’s previous shop replaced pads and rotors. The problem came back, the client returned and they turned the rotors. The problem returned and the client came to us. A bent wheel flange was found and replaced and the client has been with us ever since.
An elderly lady routinely brought her vehicle to the dealer for maintenance. The battery was six years old, and they never suggested replacing it. When it went out the lady was stranded, had to call a wrecker and was very disturbed. Her neighbor had come to us and we suggested battery replacement before her battery died. Now both are regular clients.
A gentleman came in for a check engine light. His tires were over eight-years old and badly dry rotten. This vehicle is routinely operated at highway speeds. His shop never suggested that tires have an age life, beyond just tread wear. We replaced tires on both of his vehicles and he’s been a client ever since.
People do NOT want needless parts and services pushed on them. Most appreciate being informed of situations that can result in problems. It is dishonest and deplorable to over-sell. It is also irresponsible and a dereliction of duty to not advise client of potential problems.
Joined: 04 Sep 2007 Posts: 47 Location: Grand Rapids, MI, USA
Posted: Sun Oct 26, 2008 12:42 pm Post subject: Re: Over Selling and Under Selling
Louis Altazan wrote:
The auto repair trade is thought of by many as disreputable. A bunch of crooks that are just trying to sell whatever they can. This reputation is largely undeserved, though there are certainly examples to support it. Many times, I think what is seen as dishonesty is often lack of technical competence.
This could be a topic unto itself, but not the point I wish to make. Many clients come to us [from their previous shop] because of under-selling. That is, continued problems after the vehicle is serviced. In many cases this is due to less than complete jobs being done.
An example is a persistent brake shudder. Several years ago, the client’s previous shop replaced pads and rotors. The problem came back, the client returned and they turned the rotors. The problem returned and the client came to us. A bent wheel flange was found and replaced and the client has been with us ever since.
An elderly lady routinely brought her vehicle to the dealer for maintenance. The battery was six years old, and they never suggested replacing it. When it went out the lady was stranded, had to call a wrecker and was very disturbed. Her neighbor had come to us and we suggested battery replacement before her battery died. Now both are regular clients.
A gentleman came in for a check engine light. His tires were over eight-years old and badly dry rotten. This vehicle is routinely operated at highway speeds. His shop never suggested that tires have an age life, beyond just tread wear. We replaced tires on both of his vehicles and he’s been a client ever since.
People do NOT want needless parts and services pushed on them. Most appreciate being informed of situations that can result in problems. It is dishonest and deplorable to over-sell. It is also irresponsible and a dereliction of duty to not advise client of potential problems.
Well put. The concept that some shop owners have that they should determine what found information should be conveyed and what should be withheld is a very poor approach for many reasons.
As a vehicle owner/customer, the shop has a responsibility to inform me of all of the information they have found related to my car. There is a huge difference between being a pushy salesman and being a professional simply informing a customer so good decisions can be made. It is their car, their money, their safety...and their decision.
_________________ Tom Ham
AutomotiveManagementNetwork.com - Hams Management Systems
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Oct 28, 2008 6:18 pm Post subject: Re: Over Selling and Under Selling
Tom Ham wrote:
Well put. The concept that some shop owners have that they should determine what found information should be conveyed and what should be withheld is a very poor approach for many reasons.
As a vehicle owner/customer, the shop has a responsibility to inform me of all of the information they have found related to my car. There is a huge difference between being a pushy salesman and being a professional simply informing a customer so good decisions can be made. It is their car, their money, their safety...and their decision.
Thanks Tom, you make a great point. There is a responsibility. It's like a Doctor finding a brain tumor and not telling me because HE thinks I wont buy brain surgery. Pushing unneeded/worthless crap is bad. An inept approach to repair is as bad, in my opinion. We gain far more clients from other shops from this than from any other issue.
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