Mekanik Posted October 22, 2008 Share Posted October 22, 2008 What would you do if a customer tried to give you a tip for doing a really good job? Would you take it or would you refuse? I took a $20.00 tip from a customer this morning. Every dealership has one of these guys. Really, really , really anal. I get to work on his truck. It just so happens that I'm pretty anal too. Anyway, I went out of my way to show him the bad tie rod on his truck. Something probably no one else has done here. He puts a $20.00 bill on my tool box and tells me to do an "extra" good job. I'm like, "Sir, you don't need to do that. " But he insists and walks away. I was in this situation two years ago, and I said thank you. But after the customer left, I put the money in his ashtray. This was the first time that I actually took a tip since I have been a journeyman tech. What would you guys do in this situation? I'm curious. Quote Link to comment Share on other sites More sharing options...
Brad Clayton Posted October 22, 2008 Share Posted October 22, 2008 I'll take 'em all day, after all I wouldn't want to insult the guy. /forums/images/%%GRAEMLIN_URL%%/grin.gif Quote Link to comment Share on other sites More sharing options...
Shlep Posted October 22, 2008 Share Posted October 22, 2008 I have and I will but I usually try to refuse it and make sure they know that they don't have to. I had a few this past summer that made it impossible to refuse, even going as far as giving to my SM til they've left, others have given me a thank you card, which I prefer over the money because it shows appreciation for a job well done and in the case I'm refering to a rescued vacation for a family. Quote Link to comment Share on other sites More sharing options...
Jim Warman Posted October 22, 2008 Share Posted October 22, 2008 This can be a touchy subject for some... pride is a harsh master at times... A tip may come in may forms... your "prepayment" is the easiest to deal with since we can just tuck it in his vehicle somewhere... Other times, it isn't so easy to avoid them nor is it always wise to refuse them (some customers insist on showing thanks in some form or another). A tip can range from a simple tray of donuts, to elaborate home made snack trays and on to refreshments or even cash (and I'm talking substantial amounts of cash... After this many years, if I can avoid a tip, I will... if not, all one can do is accept it gracefully and use it as it was intended.... Share the wealth... pass all or a portion of the tip on to deserving front counterstaff.... They are part of the team that helps us please customers... This might be that simple snack or be a good chunk of change - Donate some or all of the tip to a favoured charity... If you had to work late on a job and that generated a tip, take your wife out to dinner... take your kids on an outing.... The last thing you need to do is agonize over a tradition that you cannot change... A tip is the easy way out when a customer needs to express his gratitude... you can let him have that without wounding your pride.... At the same time, a tip isn't a payment to "look the other way". Some things you can do in your everyday life.... be a tipper yourself... If you feel someone has gone above and beyond... let them know it.... One I really like - our local grocers have bins for food bank donations.... Every time I am in the store, I always make sure I have something to put in the bin (hint... it doesn't have to be grub.... toothbrushes, toothpaste, soap, shampoo, toilet paper...). There just desn't seem to be all that much good will in the world these days.... take that tip and pass it on..... Quote Link to comment Share on other sites More sharing options...
GregH Posted October 22, 2008 Share Posted October 22, 2008 Eloquent as always, Jim. I refuse the first offer, stating that it is not necessary. If they offer again, I take it. I do them the courtesy of palming it quickly, without looking at it, and generously thanking them. Later, I look to see how much it was. Then split it up. Half is for me, and the other half gets spread around. I greet that customer by name next time he/she comes in.... That's the least I can do... Quote Link to comment Share on other sites More sharing options...
Alex Bruene Posted October 22, 2008 Share Posted October 22, 2008 I too am more than willing to take a tip, but will try to refuse it at first, but only once. All the guys in the commercial shop keep a common "piggy bank" that we put all of our tip money, scrap metal money and scrap battery money and use it to do things like by ourselves a lunch, play the lottery, or junk like that... Quote Link to comment Share on other sites More sharing options...
Tony302600 Posted October 22, 2008 Share Posted October 22, 2008 I got one last week after the parts guy saved a customer a $350 egr valve on his still under warranty 6.0L (couldnt believe one of our parts guys doing that). I stayed late, no bigge egr valve failed horribly, told him its covered under his warranty, also ran through the other things that are under warranty on his truck, what the crucial maintainence was on the 6.0's. He couldn't be happier, so he put $25 in my shirt pocket. I told him he doesn't have to do that, it's ok sir im just doing my job. And then took it. He was very persistant. /forums/images/%%GRAEMLIN_URL%%/thumbup.gif I have a 2 no thank you rule, if the customer is still persistant after 2 "no no it's ok" 's, then i get it. LoL. But....on the other hand, a 17yr old kid was installing the rear cap on his bronco, needed a T40 tamper-proof torx socket, service writer got me, i happily put the bolts in, and declined the $2 tip, and just told him to do something nice for someone in the future. He was happier then one of the gas guy's getting a 30K (and thats pretty damn happy). I think you kind of have to look at the person. Some people you know not to take the tip you really just wanna help them out. Other people like the EGR guy, owned a company, so i figured he could afford it after the 2nd no. IMHO. Quote Link to comment Share on other sites More sharing options...
mlee Posted October 22, 2008 Share Posted October 22, 2008 we are a small dealer in a small town, so we develop a very personal relatioship with the majority of our customers and alot of customers want the same tech working on their truck all the time for whatever reason. it is a very regular occurance for a customer to pop in and drop off a box of beer or a bottle, sometimes gift certificates for a nice supper and a movie, stuff like that. very rarely am i offered cash tips, and i do usually try to refuse those. i had a customer once that grenaded the rear diff in his f350, he had to be at a new job in 2 days. so, i searched for parts, and stayed late to get his truck going for him. about 2 weeks later i got a thank you card in the mail with about $400 worth of gift certificates in the mail, fancy hotel in the city, fancy supper, and movie passes. i called the guy and told him i really couldn't accept, but he said he just wanted to give me back the night i lost fixing his truck. it does feel nice to be appreciated every once in a while. Quote Link to comment Share on other sites More sharing options...
DamageINC Posted October 22, 2008 Share Posted October 22, 2008 I always refuse the first offer, but will take it if they push it a second time. I learned that this is the best way for me to deal with the situation, after I one time had a customer get ANGRY at me for declining twice. He started to get in my face, yelling "What, are you too good for my money?". Dead serious, caught me waaaay off guard. So yeah, now I go with the 1-strike rule and if they offer again, it's in the bank /forums/images/%%GRAEMLIN_URL%%/smile.gif Dave Quote Link to comment Share on other sites More sharing options...
Keith Browning Posted October 22, 2008 Share Posted October 22, 2008 For some reason I feel funny taking a tip... but I usually accept it. You know, don't want to be rude. I do however like the odd six pack or bottle of Cuervo at the holidays though. I need to skim through my employee handbook as I recall there being some company policy stating that Warnock employees are not permitted to accept tips. Quote Link to comment Share on other sites More sharing options...
LARRY BRUDZYNSKI Posted October 22, 2008 Share Posted October 22, 2008 Quote: Warnock employees are not permitted to accept tips. Don't think of it as a tip but maybe motivation... I don't feel right getting them either, but it does happen every now and again. I like to share with the other guys. $20.00 buys the whole shop donuts. So I don't really think of it as my tip but the shops tip. It's even better when the boss askes who bought them and I can tell them with a clear concious that the customer bought them. Quote Link to comment Share on other sites More sharing options...
Joey Kaylor Posted October 22, 2008 Share Posted October 22, 2008 Being an Evil Shop Owner, I get to deal with the ungrateful customers all day long. But, when one is happy (which actually happens most of the time, unlike other places around here lol) they generally make it a point to express their gratitude. Tips range anywhere from a few bucks slipped into my pocket, to a case of beer (I get that at least once a week, at one point the shop fridge was full of Buttwiper, I cannot stand that heartburn liquid but I took it anyway to make the customer happy). We have one customer that will bring me in some bootleg, usually a quart at a time. it makes the day go by SOOO much better /forums/images/%%GRAEMLIN_URL%%/wink.gif My rule is to decline once. And every single customer tells me to take it again, so there it goes. We try to be as polite and discrete as possible also. One thing I have learned growing up in this small town: everyone knows what goes on, regardless if you want it known or not. So, we strive for satisfaction and the customers show their appreciation. We also throw a customer appreciation dinner every year, inviting select customers (generally if they spent over a grand, I call them personally and invite, then I make a general blanket invitation to customers that come in the week prior) and treating them to a catered meal with a band. This year will be the first in the new building, so we are literally inviting our entire customer list of 1300 people. We should have about 400 show up, and we are roasting a few pigs, along with a shitload of other food. and we got two bands this year. Last year, I had customers buying us all drinks, and we got completely trashed at the bar! If I go out with my wife, and meet a customer (which usually happens) they generally will offer to do something. also...try to get to be good friends with local bar and rest. owners. I forget how long its been since I paid for a meal or drinks! /forums/images/%%GRAEMLIN_URL%%/laugh.gif Quote Link to comment Share on other sites More sharing options...
Joey Kaylor Posted October 22, 2008 Share Posted October 22, 2008 also...I kick myself for not realizing what one customer was doing before I got married to my wife. There are plenty of divorcees that will graciously tip you for fixing their cars, if ya know what I mean /forums/images/%%GRAEMLIN_URL%%/wink.gif they tip in other ways...but usually you gotta give a little "tip" /forums/images/%%GRAEMLIN_URL%%/laugh.gif Quote Link to comment Share on other sites More sharing options...
Mekanik Posted October 22, 2008 Author Share Posted October 22, 2008 The $20.00 bucks was nice. Well actually my wife needed it, but I would have rather this guy wrote a letter to the owner telling him that I did a good job or that I went out of my way for him. We call those "Hero Points" around here. Last winter, I helped a customer, by clearing a dtc and then tightening his gas cap, and explaining that it could turn his MIL lamp on if it isn't tight. A couple weeks later, one of the salesmen thanked me. The customer just happens to be one of the owner's good friends and was really impressed with me. That ment so much more than $20.00. I also did get paid on an internal ticket to turn the MIL light off. Quote Link to comment Share on other sites More sharing options...
mchan68 Posted October 23, 2008 Share Posted October 23, 2008 I had one guy that used to buy F-series trucks from the auction who would get me to fix the "minor imperfections" while it was under warranty, and he'd slip me $50. Quote Link to comment Share on other sites More sharing options...
eastendpowerstroke Posted October 25, 2008 Share Posted October 25, 2008 I do the same as most I will first state that it's not necessary to tip me and if they insist I take it and generally pass it right to the tool man, easy come easy go. The strangest thing ever happened today we were delivering a F-550 roll-off (dumpster) truck today and the sales man asked me to show the customer how it works, I know the customer well so I went over it with him took about 10 min. This afternoon the sales man comes up and THANKED ME (shocking I know) but he also handed me $10!!!!! /forums/images/%%GRAEMLIN_URL%%/surprise.gif I felt like I just saw a UFO /forums/images/%%GRAEMLIN_URL%%/cover.gif, I had to ask the guys if I had fallen asleep at my toolbox and was dreaming... /forums/images/%%GRAEMLIN_URL%%/sleep.gif Quote Link to comment Share on other sites More sharing options...
Shlep Posted October 25, 2008 Share Posted October 25, 2008 /forums/images/%%GRAEMLIN_URL%%/rofl.gif Quote Link to comment Share on other sites More sharing options...
64nomore Posted October 30, 2008 Share Posted October 30, 2008 I have recieved a few tips in the past, ill tell the customer "thank you but i cant accept" once but if they offer again ill take it, not looking at it and pocketing it. after that ill split it with a porter and have their car washed. I have however seen customers give advisors tip to give to techs and the techs never get it, but id rather not get tips thinking the customers will expect to be put in front of other customers next time. Quote Link to comment Share on other sites More sharing options...
fabfoes87 Posted October 31, 2008 Share Posted October 31, 2008 I have recieved tips but it was my honesty that really paid off. While performing a vehicle evaulation i had found a 10 in the center console. I gave it to the advisor and told him my story. A half hour goes by and service manager comes to see me and gives the money to me. He said the car had just been driven by a salesman,and for my honesty, it paid for my lunch. Quote Link to comment Share on other sites More sharing options...
Mekanik Posted October 31, 2008 Author Share Posted October 31, 2008 I have recieved tips but it was my honesty that really paid off. While performing a vehicle evaulation i had found a 10 in the center console. I gave it to the advisor and told him my story. A half hour goes by and service manager comes to see me and gives the money to me. He said the car had just been driven by a salesman,and for my honesty, it paid for my lunch. I was working in a place once where managment baited a vehicle with money. It was a porter that had the marked money in his pocket and lost his job. I would never ever take money or anything else from a customers vehicle. Quote Link to comment Share on other sites More sharing options...
Shlep Posted October 31, 2008 Share Posted October 31, 2008 I was working in a place once where managment baited a vehicle with money. It was a porter that had the marked money in his pocket and lost his job. I would never ever take money or anything else from a customers vehicle. I could never understand the chance of losing your job over a couple bucks and throwing your whole career out the window /forums/images/%%GRAEMLIN_URL%%/shrug.gif Quote Link to comment Share on other sites More sharing options...
GregH Posted November 1, 2008 Share Posted November 1, 2008 I could never understand the chance of losing your job over a couple bucks and throwing your whole career out the window /forums/images/%%GRAEMLIN_URL%%/shrug.gif Money can be the object of an addiction just as strong as any other drug. And when you don't have enough of it, you can do things you wouldn't be proud of. Thinking that no one is looking at you or monitoring your behavior really relaxes your constraints... How many of you have "extra" gallons of antifreeze in your stall? How many of you have bought a soda with the change off the floor of a cab-off 6.0L head gasket job? Who has done a repair in the past and has been really glad no one saw what you did? It's all about your percieved level of leverage... I can understand the porter who got his hand caught in the cookie jar. I can't condone it, but I can understand it.... Quote Link to comment Share on other sites More sharing options...
Glen McDonald Posted November 1, 2008 Share Posted November 1, 2008 As with many others I try to refuse but will accept a tip on the second or third offer, normally for myself this goes into a coffee run for the shop. As far as using the customers money to buy a soda, no way, any money, found while working on a vehicle goes into the ashtray or cup holder. If a large amount of money is discovered in the area I need to work ie; under the rear seat of a Crown Vic I have the service advisor remove it and advise the customer. Quote Link to comment Share on other sites More sharing options...
Mekanik Posted November 2, 2008 Author Share Posted November 2, 2008 What would you guys do if you happened to remove the lower seat cushion of a police car and found a large amount of cash, a bag of weed and a bag of "white powder" ? Just curious? Quote Link to comment Share on other sites More sharing options...
Shlep Posted November 2, 2008 Share Posted November 2, 2008 Suspect a setup /forums/images/%%GRAEMLIN_URL%%/rofl.gif Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.