Jim Warman Posted December 16, 2007 Share Posted December 16, 2007 Dwayne.... You work on them when the customer is sitting in them? Not gonna be too safe when you're tangled up in the belt and the customer decides he heard someone tell him to crank it. We have a pretty strict "no customers" policy. If we need to show them something, they get escorted to the vehicle, shown what is needed and escorted back to the waiting area. FWIW, I don't care if a customer watches me work... I just don't need them underfoot. And the distraction of having them there could lead to errors and/or omissions. I explain insurance and compensation regs to them and gently remind them that talking to me in the shop costs over $100/hr.... talking to me at the service desk is free.... I treat them the way I would want to be treated.... all I ask in return is that they treat me the way they would want to be treated. As for up-sells.... I'm not a salesman... never was - never could be. All I can do is tell someone what I would do if it were mine and why I would do it. Bear in mind that I am the guy that will throw away 4 mm of brake lining because "now" is the most convenient time for me to get that task out of the way. I have no assurance that the pads wont tell me they "need" changing when I have the time... (in spite of what Larry says and that damned snow shovel). Gawd... I can almost imagine a spring barbecue with the bunch of us swilling John Molsons finest (in a mug fresh from the freezer and a little clamato for substance - affectionately called a 'clameye'). Quote Link to comment Share on other sites More sharing options...
DwayneGorniak Posted December 16, 2007 Share Posted December 16, 2007 Dwayne.... You work on them when the customer is sitting in them? Not gonna be too safe when you're tangled up in the belt and the customer decides he heard someone tell him to crank it. We have a pretty strict "no customers" policy. If we need to show them something, they get escorted to the vehicle, shown what is needed and escorted back to the waiting area. FWIW, I don't care if a customer watches me work... I just don't need them underfoot. And the distraction of having them there could lead to errors and/or omissions. I explain insurance and compensation regs to them and gently remind them that talking to me in the shop costs over $100/hr.... talking to me at the service desk is free.... I treat them the way I would want to be treated.... all I ask in return is that they treat me the way they would want to be treated. Yep, happens alot at our dealership. However, I do remove the keys and keep them in my pocket untill I'm done. Our customers roam free allover as they please. I never have minded someone inquiring about what is going on with their vehicle, But I can't stand apprenticing them. Did I ever tell you about the time I was pulling on a 36 inch pry bar a nd slipped and nailed an old geezer right in the chest? I thought he was haveing a heart atack, but it turned out out I just knocked the wind out of him. /forums/images/%%GRAEMLIN_URL%%/hahaha.gif Quote Link to comment Share on other sites More sharing options...
Jim Warman Posted December 16, 2007 Share Posted December 16, 2007 At various shops that didn't pay much attention to free ranging customers, I seem to have had a multitude of those "little" accidents..... "Awwww, man.... Did I accidently spray you with that?". In the 70s I had one extreme case.... I look up and here's the customer using my tools to work on his taillights... I sat on my bench and started banging my boots against the shelf. Customer asked if I was done and I replied that I wan't... but I felt that if my tools were working by themselves, I didn't have to.... I was called up on the carpet for that one.... Quote Link to comment Share on other sites More sharing options...
LARRY BRUDZYNSKI Posted December 17, 2007 Share Posted December 17, 2007 I knew it, Your a FRIGGIN genie, your to cool /forums/images/%%GRAEMLIN_URL%%/rockon.gif Dwayne you rock too, anytime you can hit a customer and get away with it, what else needs to be said.... /forums/images/%%GRAEMLIN_URL%%/cheers.gif Quote Link to comment Share on other sites More sharing options...
LARRY BRUDZYNSKI Posted December 17, 2007 Share Posted December 17, 2007 Jim what's wrong with this situation???? I know that you tell it like it is, but have the nerve to comeout like this... /forums/images/%%GRAEMLIN_URL%%/shrug.gif Come on I know better and so does everybody else so don't be so shy, tell us you would like to take the owner of the truck out back. /forums/images/%%GRAEMLIN_URL%%/smirk.gif So said by Jim: I explain insurance and compensation regs to them and gently remind them that talking to me in the shop costs over $100/hr.... talking to me at the service desk is free.... I treat them the way I would want to be treated.... all I ask in return is that they treat me the way they would want to be treated. So said by Jim.... Quote Link to comment Share on other sites More sharing options...
Jim Warman Posted December 17, 2007 Share Posted December 17, 2007 "excuse me sir..." is the way I "have" to be now.... "oops, did I get ya?" was me then... If you think I can be, errrrrr, brusque now, you should have known me thirty some years ago... Back before I met my loving bride, I was the guy you didn't want your sister to date. After all.... this is Alberta... the land where men are men ..... and sheep are nervous Quote Link to comment Share on other sites More sharing options...
Brad Clayton Posted December 17, 2007 Share Posted December 17, 2007 If you live near Brokeback Mountain Montana, and a couple of cowboys head into the hills, the sheep can relax. /forums/images/%%GRAEMLIN_URL%%/whew.gif Quote Link to comment Share on other sites More sharing options...
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