2/2/03

An Editorial submitted by Frank

A customer walks in my shop and says, "I've got a mower I want you to look at." And, without too much of a breath adds, "But if it's too much to fix I'll just buy another one." I hold my tongue and mind together again.

"Yes, sir, I'll be glad to check it out for you, here's our diagnostic charges," I say pointing to the sign on the counter that lists what we charge to look at anything. "$25 just to look at it?", he says. "Yes sir. It does go toward the repair. We will call you and let you know what's wrong with it and what it will cost to repair."

Here it comes, I wait for it..."But I know what's wrong with it!", he yells. I hold my tongue and mind together. "Yes sir, but we have to diagnose it to see what caused the problem."

On and on. You techs and shop owners know the story I'm sure. But, how many of you require the Diagnostic Charge up front? Have the customer put their money where their mouth is and you'll separate the serious from the one who thinks he's doing you a favor by letting you look at his piece of *@#*!

Up front charges give you ready cash flow. They're not refundable but do go toward an accepted repair cost. Shops that give "free estimates" are as bad for the independent repair shop as the big box stores. If you believe you are a professional, no matter how small time, then expect what a professional has earned the right to expect---money for knowledge! Have your customers put their money where their mouth is. Frank