...What would you do? The following story comes from a shop in Southern California. The shop says: “We have a longtime client who has brought four cars to us over the years. We recently quoted a job, and he found…
... What would you do? The following story came from an ASA member with multiple stores. A customer dropped off her late-model Volkswagen Bug, claiming it needed a heater core. On inspection, it was determined that it did need one.…
...What would you do? The following comes from a collision shop in Central California. This shop is located in a small town where almost everyone knows one another. The shop says: “A repeat customer had his Mustang convertible towed into…
...What would you do? The following scenario comes from an ASA member with multiple shops. A longtime, good customer with a 2001 Lincoln LS that had 68,000 miles on it came in with an oil leak. It was determined that…
When repair specialists miss the obvious and the customer asks for a testing fee refund, the shop makes the customer happy, but… ... What would you do? A customer calls about a 2005 Toyota Prius. The check engine light was…
A customer insists that the shop replace a recently installed valve, free, despite the fact that the dealer sent the wrong part … ... What would you do? This scenario comes from an import car repair shop on the West…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: This scenario comes from a collision shop that we’ve been doing business with for more than 25 years.…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: This shop owner had just hired a new apprentice technician. The technician was supposed to change the automatic…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: This happened to one of my competitors last year: A lady brought in her 2001 Mitsubishi Montero because it…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: A customer’s 1999 Honda Accord, which had 184,000 miles on it, burnt a valve. We had serviced this…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: This scenario comes from a shop in Southern California: “A customer brought in her 2004 Toyota Camry with…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: We had a customer whose air conditioner stopped working while he was driving through town. When a customer’s…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: This situation comes from Gary Chambers of Super Rupair, an independent Subaru repair shop in Boulder, Colo. A…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: This scenario comes from a shop that wishes to not be named. “I’ve got a good customer who…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma This scenario happened to me 30 years ago when I was managing a small independent Honda repair shop.…
Every shop owner runs into ‘situations.’ How they handle them is important ... do you agree with these fellow ASA members? Dilemma: The following scenario came from a customer who asked not to be named: “An existing customer had his…
