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So should you give out free advise?
Posted by Peter Warman on August 25, 2006, 9:45 am This seems to be happening more a more at the moment Customer rang me Monday to book in his Ford Focus for a service, he also mentioned that it had a slight knock on the front off side, did i know what it could be. I advised him that it could be the drop link and i would check it out when it comes in. Guess what, it comes in this morning and he has changed it himself Another regular customer rings this morning as the near side wheel is sticking on his Escort, can i have a look and can i tell him what i think it may be. I said it may be the handbrake levers starting to seize, he said fine i will whip the wheel of and check, if its not i will ring you back......did not book it in The Independent motor trade must loose millions because of our helpful approach, should we be more like Dealers, where you cant get past the front desk. The consumer associations want the the motor trade to be more obliging and helpful to the consumer, but does it include giving out free advise or diagnosis for them to then repair it themselves or "phone a friend" for a cheaper quote Perhaps a polite "we will book it in then advise you sir/madame" would be the best approach.....how do you guys handle this situation Peter
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Re: So should you give out free advise?
Posted by Dave Harney on August 25, 2006, 11:03 am, in reply to "So should you give out free advise?" Incidentally, we have a car come in today for a full service.....customer has already done the plugs, oil & filter, air filter etc Regards Dave
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Re: So should you give out free advise?
Posted by Derek Warwick on August 25, 2006, 6:26 pm, in reply to "So should you give out free advise?"
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Re: So should you give out free advise?
Posted by Tony Ludford on August 25, 2006, 8:37 pm, in reply to "So should you give out free advise?"
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Re: So should you give out free advise?
Posted by Tom Williams on August 25, 2006, 9:37 pm, in reply to "Re: So should you give out free advise?" The answer is.. it depends. Some people will always seek to take advantage.Most of the time you can be honest and open with customers,especially regulars, and they will give you their business. Tom W
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Re: So should you give out free advise?
Posted by Colin Jupp on August 25, 2006, 10:01 pm, in reply to "Re: So should you give out free advise?"
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Re: So should you give out free advise?
Posted by Kevin Apps on August 25, 2006, 10:03 pm, in reply to "Re: So should you give out free advise?"
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Re: So should you give out free advise?
Posted by Andy Mason on August 26, 2006, 8:34 am, in reply to "Re: So should you give out free advise?"
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Re: So should you give out free advise?
Posted by Dave Hill on August 26, 2006, 5:21 pm, in reply to "Re: So should you give out free advise?" I have thought about this helping folks on forums thing & it does concern me a bit. I don't have any reservations about helping out fellow techs even if they are local competitors. It does get up your nose though when people approach you in your work place & are clearly picking your brains so they can sort it themselves. I had a guy with a Honda ABS fault ask me how he could diagnose his problem. I told him to book a college course or pop down the library or he could book in for me to sort it. (Got me wound up he did). On the other hand, if someone is prepared to take the time to brows the Internet & do some homework then I can kind of justify helping them out (if I can). I had a guy last week that came in & announced that he was a customer of ours & always used us. hmmmm. He proceeded to pick my brains for ten minutes about his new rover. After putting his mind to rest about 5 or 6 concerns & supplying him with a new coolant pressure as a precaution (K series), he asked me for some change out of a tenner. I must have C*** written on my forehead!! On the subject of parts supplied by customers. I have a sign up in many areas of the workshop & waiting room .... PARTS SUPPLIED BY CUSTOMERS Sorry but we don't fit Most customers understand & smile when you put it to them in terms that they can relate to. Relevant link bellow
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Re: So should you give out free advise?
Posted by Kevin Apps on August 26, 2006, 7:40 pm, in reply to "Re: So should you give out free advise?"
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Re: So should you give out free advise?
Posted by Tom Williams on August 27, 2006, 11:10 am, in reply to "Re: So should you give out free advise?" I can send you a list containing the numbers for next week's lottery. You'll just need to select and arrange them. Tom W
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Re: So should you give out free advise?
Posted by Aidan Birley on August 27, 2006, 10:17 pm, in reply to "Re: So should you give out free advise?" we are always willing to give advice to genuine regular customers and trade contacts. I feel it builds positive relationships and works in our best interests in the long term. Will give limited advice to non regulars ( they may turn in to regulars if think you are competent ) but soon stop if we feel we are being taken advantage of. Aidan
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Re: So should you give out free advise?
Posted by Dave Hill on August 27, 2006, 10:44 pm, in reply to "Re: So should you give out free advise?" I directed him to Halfords & he soon learned the hard way when, he crossed threaded a new plug & broke it trying to get it back out. He ended up scrapping the motor. We fitted some supplied parts recently. The guy is a regular & he has just bought this car & it came with spares (apparently)
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Re: So should you give out free advise?
Posted by Barry Rudd on September 2, 2006, 6:57 pm, in reply to "Re: So should you give out free advise?" PS does any one know of forums which will tell me how to commision my central heating boiler, give me free legal advice, replace my own heart valve or even repair my washing machine...etc.etc
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