Recently in another thread some drive-bys were committed against mechanics. Being in the industry I will NEVER defend bad behavior mainly because it just makes my job more difficult.

I suspect there are far more "bad" customers than mechanics. I've had to fire people and politely tell them to go pound sand more than I ever thought possible. Why? Because in my biz it's my way or the highway. You either fit into my business model or you don't. The customer is more of a prince than a king. There has to be a symbiotic relationship based on mutual respect rather than a one way street. In other words I will do whatever a customer wants me to do as long as it doesn't violate my work ethic, expose my staff to danger, and we agree on general dollar figures... and it will take as long as it takes.

It hasn't always been this way. My turning point was about 18 years ago when we were contracted to do a top end on a track car. The impatient wannabe missed a shift and bent 6 exhaust valves. While the heads were off I strongly suggested that we take a look at the rod bearings in light of how the car was used. The customer declined and said he would take his chances. He signed the invoice acknowledging his choice and the potential risk. 3 months later you can guess what happened. He threatened litigation and claimed I wasn't "strong enough" with my warning and counsel!

Today if that same scenario presented itself my policy is very simple: The customer follows my advice or we pack his crap in boxes and he picks it up.

I'm all ears folks.

Would love to hear how you've been "screwed".