Monthly Archives: April 2012

To fix or not to fix, that is the question

In my last installment we began discussing what to tell a customer who wants to know if his or her vehicle is worth fixing. This was prompted by an excellent email exchange that went on between me and some of my independent car repair shop owner friends. Here’s a summary of that lively exchange: “How should I respond when a customer asks whether the vehicle is worth investing the money for repairs?” We began by agreeing that no technician can answer that question for a customer. It’s our job just to provide them with a thorough inspection, all the facts, and let them decide. The vehicle inspection sheet should include what looks great and what may be needed in a year or two, or in the next 20,000 miles. It’s especially important not to insult a customer who is driving something we would consider nearly worn out, as it may seem like a part of their family! Start by researching the current value of the vehicle on a website like kbb.com or edmunds.com. Would the needed r ... read more

Cadillac romance and other shop tales

Cadillac romance and other shop tales

In my last installment we began discussing what to tell a customer who wants to know if his or her vehicle is worth fixing. This was prompted by an excellent email exchange that went on between me and some of my independent car repair shop owner friends. Here’s a summary of that lively exchange: “How should I respond when a customer asks whether the vehicle is worth investing the money for repairs?” We began by agreeing that no technician can answer that question for a customer. It’s our job just to provide them with a thorough inspection, all the facts, and let them decide. The vehicle inspection sheet should include what looks great and what may be needed in a year or two, or in the next 20,000 miles. It’s especially important not to insult a customer who is driving something we would consider nearly worn out, as it may seem like a part of their family! Start by researching the current value of the vehicle on a website like kbb.com or edmunds.com. Would the needed re ... read more

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