Commitment #2 -To reduce stress, costly breakdowns & save our Customer Real Time & Money we will:
Perform Inspections for safety & maintenance every time on every vehicle.
We pay our Technicians to do a complementary inspection for you. On every vehicle. Every time.
Sometimes we feel bad because we are the bearer of information and i sense your under stress about it. I first of all assume you are under financial stress because of what i have told you.
An incident recently woke me up to the fact that our professional obligation to you as a client is to inform you of all safety and maintenance items that are advised, recommended or listed as severe by the Technician. We are, most times, your only link to knowledge about your vehicle. Only when you have all the information can decide what fits your budget or needs for the present and future.
The situation was this, a client came in for a requested maintenance service, while performing this we visually observed an essential part that was failing and could be catastrophic. We advised to replace it, the client said "...OK" -this is were i read reluctance, to what, i don't know, but i assumed the information we had given. There were other things that could be done at the same time and other parts that should be inspected but I did not want to stress our client any more than necessary, so I'm not calling him again.
Then some time later the opposite component fails and ruins a bunch of other stuff with it. Ouch, $$, downtime, no ride, grrr. But the real problem is, now a piece is failing that's related to the first one we replaced, and my client says "why didn't we replace it then, when we had it apart? wouldn't it have saved me more money now?" In the long run, Yes, but i was scared to tell you.
So when did i fail to provide professional service to my client, and what would you rather have, the info upfront, or the trouble later?
I will try not to ever let that happen to our clients again.
Posted By: Brad Wohlgemuth 2010/07/12
