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Re: It has nothing to do with communications with Mechanic it is
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Posted by aero guy (more from aero guy) on Fri, 6 Jul 2001 20:28:24 Share Post by Email
In Reply to: This is typical in a dealership, maybe someone can tell us..., TKC, Fri, 6 Jul 2001 13:12:22
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simply a liability insurance problem. My attorney advised that my liability insurance would be voided and workman's compensation cancelled if I allowed a customer into the area where the mechanics were working. I did accomodate the customers as best I could within reason, as follows:
1 advised problem found. and proposed solution.
2 options for repair and estimated cost.
3 customer could watch from waiting room as car was being worked on, in most cases.
4 all removed and replace parts were given to customer before installation so he would know he was getting NEW parts. This only takes five minutes and builds trust.
5 in the case of a driving problem, I required the customer to drive and mechanic ride and take notes/measurements. If the customer did not wish to drive then he stayed at the shop. Accidents do happen and I didn't want the complication of a "injured" client.
I didn't have to advertise, my mechanics were always busy and almost all of my customers were happy! Unhappiness comes when there is a significant misunderstanding that a transmission or engine rebuild is not $500.00.
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