Automotive repairs can cause high tensions with a vehicle owner.
In a perfect world, everything is free and nothing ever goes wrong… Every day I work with clients that understand that the vehicle they own will need service and repairs. The owner knows that a quality repair will cost something.
Finding good prices and honest service is the clients #1 objective.
I never force a client to do a repair with me. I give the client an estimate for the repairs needed and the client can say yes or no. Once the repairs are finished. I drive the vehicle and make sure the repairs are done correctly.
The goal is to fix it right the first time. When I return the vehicle back to the client, I know everything related to the repairs is working correctly.
It never did that before you worked on it! You broke it!
When a client says, it never did that before you worked on it.
I ask the client to stop in and show me what is going on. I will look at the clients issue, and find out how it may be related to the repairs preformed on the last visit.
99% of the time, the clients issue is not related to the last repair, it’s a new repair.
Sabotage or coincidence?
Some times things happen we can’t control. So I work hard to make sure all new issues are addressed one at a time and quickly. When I work on your vehicle, your car is in the shop because it’s broken or needs service. If something goes wrong while your car is in my care, I will openly tell you. I have no reason to hide an oops. Some times things just happen and we move on.
Case in point, Sam’s car was in for an oil service and 4 new tires. During the service work I found a left, low beam head lamp was not working and the upper radiator hose was leaking coolant.
The bulb was old and had burnt out and the hose was 10 years old and ready to be replaced. I asked Sam if he would like to replace both of the head lamps together and take care of the leaky hose. Sam said NO to both repairs. A week later Sam was back saying, I must have done something to the other head lamp, because now it does not work. Sam was angry and wanted me to give him both bulbs for free and put them in for free.
I said to Sam. Do you remember our talk about how light bulbs age and the other bulb could need replacement very soon? Plus, I asked you if you would like to replace both bulbs during your last visit, and you said NO!
Sam had zero recall about what we talked about, even though it was on Sam’s last repair order. Sam was very upset because I would not give him the bulbs for free.
I offered to install the bulbs at no labor charge, but Sam would have to pay for the bulbs.
It was not my fault that the bulbs had burnt out, but because I was the last person to work on the car it was my fault the other bulb stopped working.
Sam stormed off angry.
5 weeks later Sam’s car was back at the shop for the coolant leak repair and 2 head lamp bulbs. Sam said he over reacted to the bulb issue, and trusted our work.
It’s all good under the hood. Anthony Xavier ASE Master Technician
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