Home
What's new
Latest activity
Authors
Store
Latest reviews
Search products
Forums
New posts
Search forums
What's new
New posts
New listings
New products
New profile posts
Latest activity
Members
Current visitors
New profile posts
Search profile posts
Log in
Register
Cart
Cart
Loading…
What's new
Search
Search
Search titles only
By:
New posts
Search forums
Search titles only
By:
Menu
Log in
Register
Navigation
Install the app
Install
More options
Change style
Contact us
Close Menu
Forums
SVTPerformance's Chain of Restaurants
Road Side Pub
Im an ex-service writer, what do you want to know?
JavaScript is disabled. For a better experience, please enable JavaScript in your browser before proceeding.
You are using an out of date browser. It may not display this or other websites correctly.
You should upgrade or use an
alternative browser
.
Reply to thread
Message
<blockquote data-quote="svtfocus2cobra" data-source="post: 16585007" data-attributes="member: 21786"><p>This was one I had to fight and push against constantly from my boss and some of the techs. I sell a job based off labor time and the system was set up to automatically add 10% to the labor times as a cushion, and then on top of that, if we knew that the job was significantly harder than the labor time suggested we could give it a few more hours to cover our ass. I don't see anything wrong with that because ultimately the customer agrees on the price. But when you are mid job and the tech is coming to me saying he needs 6 more hours because he did something that cost him longer, well then I have a problem with that because he is asking me to tell the customer I'm going to need about $700-1000 from you on an already expensive repair that we already worked out what the cost should be. Most times it is not the techs fault and we make it clear that there are unforeseen costs that can arise, like from say broken bolts in the process or if you are working on any VW where plastic parts will break left and right just from breathing on them. That is all normal and fair, but I had a tech that would come in left and right telling me he needed 5 or more hours on all these big jobs and I would have to push back against that because it isn't fair and I knew he was just trying to bank anyway he could off the job. In the one specific job I can think of, I also knew he had plenty of time in the job as it was a motor swap that he told me he could do in half the book time. </p><p></p><p>So as a service writer, and one who thinks honesty and integrity are important, I made some enemies and annoyed my boss at times when I wouldn't milk the customer, but ultimately I built a strong customer base who often left good reviews stating such about me and that is why they would be coming back. I always felt like my boss and the techs were just looking for the easy buck and to treat every customer like a cash cow and it is failing strategy. In that line of work the shops are going to have to take some small hits now and then because it is more important to ensure the customer keeps returning and recommending your shop to others.</p></blockquote><p></p>
[QUOTE="svtfocus2cobra, post: 16585007, member: 21786"] This was one I had to fight and push against constantly from my boss and some of the techs. I sell a job based off labor time and the system was set up to automatically add 10% to the labor times as a cushion, and then on top of that, if we knew that the job was significantly harder than the labor time suggested we could give it a few more hours to cover our ass. I don't see anything wrong with that because ultimately the customer agrees on the price. But when you are mid job and the tech is coming to me saying he needs 6 more hours because he did something that cost him longer, well then I have a problem with that because he is asking me to tell the customer I'm going to need about $700-1000 from you on an already expensive repair that we already worked out what the cost should be. Most times it is not the techs fault and we make it clear that there are unforeseen costs that can arise, like from say broken bolts in the process or if you are working on any VW where plastic parts will break left and right just from breathing on them. That is all normal and fair, but I had a tech that would come in left and right telling me he needed 5 or more hours on all these big jobs and I would have to push back against that because it isn't fair and I knew he was just trying to bank anyway he could off the job. In the one specific job I can think of, I also knew he had plenty of time in the job as it was a motor swap that he told me he could do in half the book time. So as a service writer, and one who thinks honesty and integrity are important, I made some enemies and annoyed my boss at times when I wouldn't milk the customer, but ultimately I built a strong customer base who often left good reviews stating such about me and that is why they would be coming back. I always felt like my boss and the techs were just looking for the easy buck and to treat every customer like a cash cow and it is failing strategy. In that line of work the shops are going to have to take some small hits now and then because it is more important to ensure the customer keeps returning and recommending your shop to others. [/QUOTE]
Insert quotes…
Verification
Post reply
Forums
SVTPerformance's Chain of Restaurants
Road Side Pub
Im an ex-service writer, what do you want to know?
Top