Raising the flag

If you’re running service bays or supply technicians you probably know the biggest red flag is the customer who insists they don’t need an estimate: “Just do what it needs.” The rough translation is, “Money is no object; I’ve got $20.” This can be a warning sign for you and your shop customers.

Pulling a number out of thin air (preferably a high one) sometimes is necessary when a customer refuses an estimate. “So, if it’s $600, that’s OK?” If the customer agrees, that’s the final estimate. In most cases, however, they’ll have a stroke. It’s vitally important to agree on some dollar figure, no matter what they say. The customer who refuses an estimate often screams the loudest.

Remember, until a vehicle is fixed, the bays are in a position of strength and those who run them shouldn’t give up that position.