From the Customers Point of View.

( 1 ) Know whats wrong with the car Just by the description that the customer gives you over the phone.
( i,e every warning light comes on the dash but only before 3 AM on every 3rd sunday of the month going up hills in top gear at 12 MPH and only when its sunny.)

( 2 ) As you now Know whats wrong with it, You can also tell them how much it will cost.

( 3 ) Fix the car whilst his Wife is Driving it Because they cannot manage without it.

( 4 ) Have all the parts on stock ready to fit on the car before you know whats wrong with it even though the Main Dealer doesnt stock the Parts.

( 5 ) Make sure that you fix the car for less than the Cost of the parts as the customer doesnt have much money. ( As hes just ordered a New BMW 7 series to park outside his new Mansion and has just come back from a 3 week holiday in Barbados. )

( 6 ) Dont forget to say Thank you for your business as the customer gets in his car and pulls away. ( even though its cost you more than it cost the customer )

And then you realise that someone left your one and only scanner in the car when he threw it on the floor Because it hadn't read the Correct Fault codes and led you up the Garden Path Causing you to waste 2 days looking for a fault that wasnt there.


Only Kidding but its what some customers expect.

And Keith, Dont even think about giving customer an excuse to try and get some money back as if theres a way, 2 or 3 percent will try it on and its more grief that you can do without.

I Actually would refund a Customer the full invoice price if they had a justified complaint, But please dont put it in writing.


Tony.