What Would You Do?

What Would You Do?

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…

What Would You Do?

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…

What Would You Do?

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.…

What Would You Do?

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…

What Would You Do?

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…

What Would You Do?

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…

What Would You Do? July 2014

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…

What Would You Do? - May 2014

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…

What Would You Do?March 2014

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…