Declaring that a customer’s vehicle is unsafe to drive by stamping the estimate protects you from a potential lawsuit, not to mention increases your chances of closing the sale.
An OSHA inspector recently showed up to perform a ‘random’ inspection. He noted two minor violations and complimented us on our compliance, saying the average body shop has 12 violations. Because he said his report would reflect favorably on us, we mistakenly thought our fines would only be a few hundred bucks.
Take it from a reformed Mr. Know-It-All: You don’t know what you don’t know — so training is vital to staying ahead in an ever-changing industry.
If you label your customers as “nuts” to brush off their repair complaints and tell them to “just bring it back” withoutaddressing the actual problem, your comebacks are costing you cash.
How frustrating it is to order parts, negotiate with the adjuster, monitor repairs, “throw in” minor repairs and perform a road test only to have a three-year-old door ding become the topic of discussion when the customer picks up his vehicle. It doesn’t have to be this way. Present the repaired vehicle to the customer your way, and you’ll walk away the hero.