robc
Forum Replies Created
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Tom, I live in Colorado. Weed is legal here, like it or not, and far be it for me to get involved. We do have a policy of drug testing if an accident happens and would consider the results of that test, with the help of an
employment specialist. I think, though, that the first thing I would consider for a positive test would be to
require a treatment protocol. People are not perfect. Rob -
I use a form that we have developed over 23 years. We ask the customer to do some checking off of signs and symptoms and have multiple lines at the bottom to add parts and repairs already done and then more lines to tell the story in their own words. It takes only a moment or two. I believe that nothing is left to interpret this way and if the customer leaves out something it is on him/her. I do not believe it is fair to task the service writer with repeating or rewriting what the customer says, it leaves the door open to leaving things out or misinterprating what was said. My customers do not mind doing what they do at each visit to the Dr. Using the form means the service writer does not have to remember every question to ask, either. We are humans and we make mistakes. Having policies and procedures in place and in writing cuts down on errors. If a customer complains that we missed something they had a problem with, we have a document in the customer’s handwriting to refer to in order to confirm their complaint. Surprise….you never told us is the common finding and we can then get any additional information that was not provided. Paper trail. Every visit for a “tune up” or diag gets the “troubleshooting form” to “help the tech, save time and save money” is how we present it. We get zero push back. My customers, unlike some other comments here, are literate cooperative, not so rushed to leave and see the time spent as a way to save money. We trust them. It is a docx word document I am happy to share. robc@theperformanctune.com We have a much shorter form for brake work.
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Yes we are. I use Google analytics and when I saw that more than 20 percent of the clicks on search were mobile we had the improvement made and it seems to be working fine.
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I flagged it and also posted up a review of your shop. I would go in and take out the apology as you have nothing to apologize for. Check out my Google Place reviews and you will see I had the same BS. People tell me they came to us BECAUSE of what I wrote. I have no tolerance for small skunks. Rob
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Tom, first of all an anonymous review like this should be confronted head on. I would disclaim that the writer even came to the shop. It may well have been written by a disgruntled former employee or competitor. I believe that google and other review sites are working towards not posting anonymous reviews like this much longer. They are going to require a true and accurate registration and real name to post critiques like this one. Some plan to use a link to Facebook. I would flag it as totally inappropriate and notify Google as well as stating as much in the response. Why apologize for something you probably did not do?? I am going back to your site right now to flag it and post something myself. Rob
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That is how we quote jobs to people: here is the price…. we will be done on …… We do very few quotes over the phone. We only break it out to parts and labor when asked, which is rare. We quote our labor rate as a range depending upon the type of work, say from thirty to one and a half and never exact to anyone. That is only the concern of the price shopper or the gotcha shopper who are not our target customer. We are the ones who run our operations, not the potential customers. In fact when I get a price shopper I ask up front what they are looking for and if they say lowest price, I quit there with them as we are not the lowest, ever. When they demand do know the price anyway, I politely decline and suggest they keep calling around and not waste my time or theirs. They are then pissed off enough that I never have to take another call from them again. Awwww. There are plenty of great customers out there who just want to know the price and when it will be done.Those are the ones we want to attract and keep.
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Customers for Life, by Carl Sewell. The other two books by Beckwith are also great. I buy my books used at the website ABE Books for great savings. It is a collection of bookstores from all over the US and England.
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I like the others use 10+. It seems as if you either get with the program or you don’t. No inbetween
