Have you hugged your mechanic today?

[Frank Beck]

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".

[edmayo]

Frank,,,I'm gonna be watching this one!!

[csbush]

It's all about the relationship. Like most things in life.

You should either trust your shop or find another place.

Frank- was that you in the Seinfeld episode on the soup kitchen?

[911quest]

My favorite is the new customer that inherited the car from her father who had bought the car brand new. She told me that he had hand washed it everyday & took impeccable care of it. Accused us of damaging the front bumper and that we removed it to have it painted.... funny thing was car fax showed that it had just been bought at a car auction in Texas two weeks before we worked on it. Never heard anything else out of her.

But I did have a customer give me a hug on Friday.

[mfitton]

My favorite is the new customer that inherited the car from her father who had bought the car brand new. She told me that he had hand washed it everyday & took impeccable care of it. Accused us of damaging the front bumper and that we removed it to have it painted.... funny thing was car fax showed that it had just been bought at a car auction in Texas two weeks before we worked on it. Never heard anything else out of her.

But I did have a customer give me a hug on Friday.

Just curious, how many customers have you had like that? Would like to know if it is a small percentage or if that was the only one? Didn't know carfax was that up to date, 2 weeks and they had it in their system that's impressive.

[Frank Beck]

I get hugs all the time but sometimes I just need to tell my employees enough is enough.


97% of my customers are awesome. The other 3% are from Chicago.

I have to believe Tony's sitch was exceptional. I can honestly say I can't remember the last time that I experienced outright fraud like that; that was brazen. Tony, How about posting the VIN for us?

And oh...
What about you guys who were complaining about mechanics the other day?

Where did you go?

[Veronica87911]

I always hi-five my mechanic, Chris Radbill. A wiz with carbs, and all-around super-nice guy. His staff is also wonderful.

[Mark X]

Ive been screwed so much i bought my own shop!

[LongRanger]

Another thread . . .
http://www.early911sregistry.org/for...known-Mechanic



. . . unknown Mechom---er . . . Mechanic



.............

[NZVW]

Stop paying your staff with service vouchers and the hugs will all be but a distant memory Frank
Mark