Raising the flag

Jan. 1, 2020
If you’re running service bays or supply technicians you probably know the biggest red flag is the customer who insists they don’t need an estimate.
If you’re running service bays or supply technicians you probably know the biggest red flag is the customer who insists they don’t need an estimate: “Just do what it needs.” The rough translation is, “Money is no object; I’ve got $20.” This can be a warning sign for you and your shop customers.

Pulling a number out of thin air (preferably a high one) sometimes is necessary when a customer refuses an estimate. “So, if it’s $600, that’s OK?” If the customer agrees, that’s the final estimate. In most cases, however, they’ll have a stroke. It’s vitally important to agree on some dollar figure, no matter what they say. The customer who refuses an estimate often screams the loudest.

Remember, until a vehicle is fixed, the bays are in a position of strength and those who run them shouldn’t give up that position. 

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