Q & A | Should You Charge for Unverified Diagnoses?

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In this Drive By episode of Service Drive Revolution, Chris Collins
tackles a crucial question about charging diagnosis fees when Service
departments can't duplicate the customer’s concern and make a
diagnosis. Discover how to balance customer satisfaction with fair compensation for your service team's time and effort.
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Опубликовано:

15 окт 2024

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Комментарии : 5

@jordansullivan3697 Месяц назад

As a technician I call customers all the time to have the direct connection between me their car and their owner to skip over the advisors. Even when the advisors ask a lot of questions about conditions an issue occurs there’s some information that can still be missed that is extremely valuable to the technician and their time spent looking for a concern. 95% of technicians I work with do not associate with customers and don’t want to but there’s been times that the customer has been my most valuable diagnostic tool. They drive their vehicle 99.9% more then I do and know it more then I ever will.

@theflexitech 3 месяца назад

Gas money is fair imo. Just simple basic thing. 20 bucks or w.e for the travel time and opinion or whatever seems fair to me as a consumer. I'm at the point now though in life, that If I can find blueprints or a schematic of some sort, I'm fixing everything myself because information is so freely available, and I can probably find someone somewhere in the world online to talk me through things. But the world is filled with educated people who can't figure out how to change a door knob as well so..

@jameswaititu2274 3 месяца назад

Good conversation, just encountered this exact same situation yesterday.

@bondoly66 3 месяца назад

You don't fix it you don't charge. Business used to be that way, anyway.

@mackenzieelson3742 3 месяца назад

this is how manufacturers treat service technicians. Imagine working flat rate and being asked to look at customer concerns on a work order knowing that warranty does not pay anything unless you can find what part to replace. after getting payed nothing on so many work orders, eventually everyone learns that time spend has to mean time charged (where appropriate. also needs to mean not having 7 warranty lines on an ro [service advisor's fault]). Nobody wants to work for free.