Preventing Price Confusion and Unhappy Customers – Policy (Sample Document)
The following may seem obvious; however, it only has to be forgotten one time to create a huge mess.
Every conversation where a dollar amount is authorized must conclude by clearly stating the grand total price to expect on the invoice when the car is complete.
And the customer acknowledges that they understand how much the amount will be.
This includes authorizations by Phone, In-person, Text, Email, Chat, Smoke signal, and any other method.
This must occur every time with every customer, with no exceptions, no matter how large or small the dollar amount is.
When the customer arrives to pick up the car, the total must never exceed the agreed-upon amount.
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