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SVTPerformance's Chain of Restaurants
Road Side Pub
Im an ex-service writer, what do you want to know?
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<blockquote data-quote="AustinSN" data-source="post: 16584893" data-attributes="member: 159453"><p>I worked for a local Honda dealer as an advisor, and I will say that dealership (when I was working there, it's since changed drastically for the worse) was over the top fair. </p><p></p><p>We were never pushed to upsell, it just was a pretty sizable pay increase if you did. We had 14 master techs, one of which was ranked #4 in the world IIRC by Honda. </p><p></p><p>If a customer needed an engine and it was just outside of warranty, we would always push for a goodwill from Honda. I remember a Civic came in with a nastttty knock, the QC techs went out and tried their hardest to blow it up because we knew we could get it completely covered if that happened. It didn't happen but we got Honda to cover 90% of it, and then cut some labor for the customer pay so she was out just under $600 total. </p><p></p><p>I sent a trainee over 100 miles away to a customers house because he didn't swap out the wiper blades they paid for, and didn't put the oil change sticker on the window. He was gone for like 5 hours and my lead tech said he hoped he would **** up again so I could send him off and give him some peace lol. </p><p></p><p>Our director told us constantly that we would never be in trouble if we went out of our way to make a customer happy. So we did. If it ended up costing too much or something we would sit down with him and determine what happened, and how to avoid it in the future. </p><p></p><p>We also had free reign to cut parts prices/labor/offer loaners where needed. It made it a piece of cake to sell timing belts/valve adjustments because of it.</p></blockquote><p></p>
[QUOTE="AustinSN, post: 16584893, member: 159453"] I worked for a local Honda dealer as an advisor, and I will say that dealership (when I was working there, it's since changed drastically for the worse) was over the top fair. We were never pushed to upsell, it just was a pretty sizable pay increase if you did. We had 14 master techs, one of which was ranked #4 in the world IIRC by Honda. If a customer needed an engine and it was just outside of warranty, we would always push for a goodwill from Honda. I remember a Civic came in with a nastttty knock, the QC techs went out and tried their hardest to blow it up because we knew we could get it completely covered if that happened. It didn't happen but we got Honda to cover 90% of it, and then cut some labor for the customer pay so she was out just under $600 total. I sent a trainee over 100 miles away to a customers house because he didn't swap out the wiper blades they paid for, and didn't put the oil change sticker on the window. He was gone for like 5 hours and my lead tech said he hoped he would **** up again so I could send him off and give him some peace lol. Our director told us constantly that we would never be in trouble if we went out of our way to make a customer happy. So we did. If it ended up costing too much or something we would sit down with him and determine what happened, and how to avoid it in the future. We also had free reign to cut parts prices/labor/offer loaners where needed. It made it a piece of cake to sell timing belts/valve adjustments because of it. [/QUOTE]
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SVTPerformance's Chain of Restaurants
Road Side Pub
Im an ex-service writer, what do you want to know?
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