Chapter Three
What do you mean, “there’s a charge?
Is there really anything in life that has no cost? If there is, how do I get it?
I think back to a time when I had a customer come into my shop (without an appointment) and said "My oil light is on. Can you check it?" Well, this seemed simple enough, so I said "Sure." Since the day was heavily scheduled, and all the shop bays were full, this was going to be a parking lot job. But then why not, it was a beautiful day. Grabbing a handful of tools that I knew I would need, I set out to check what this customer might have considered his pride and joy: a 2002 Saab?! I was on a mission to please another potentially good customer. First, I proceeded to check the wiring to the oil pressure sending switch, which is under the intake manifold. Everything looked in place. Next, by making sure that the connection was okay, I checked the wiring to the sending switch with a Digital Volt Ohm Meter (Technician grade, cost $600). When the wire checked out okay, I went on to check the sending unit and oil pressure. I arrived at the conclusion that the oil pressure was probably adequate. After all, this fine bucket of bolts did arrive without Billy Bob’s Tow Service, and there wasn’t that horrible noise that sounds like rocks left in your kids pants when going through the dryer. But to make sure, out came the oil sending switch, which required a ratchet (technician grade ratchet, cost $129) and a three" inch extension, to enable me to reach the blasted thing (technician grade extension, cost $26) along with an oil sending switch socket (technician grade socket, cost $58). With the sending switch out, it was time to verify that oil pressure was between operating specifications. To make sure that this customer would not be the next set of flashing amber lights on the side of the road, I took the oil pressure gauge tester (technician grade, cost $382). and proceeded to thread it into the block to check the oil pressure. I started the engine, and observed the oil pressure. After seeing where it was, I referred to the manufacture specification on my web based information system (cost $195 per month) to verify that the oil pressure was within operating specifications. The diagnosis at this point was that the oil pressure sending switch was bad. So I wrote up a bid for a new switch and labor, and presented it to my new customer. I felt he had one option, replace the switch. But this customer knew he had another option, forego the new switch and put the old switch back in, saying, "Don't worry about it." I warned him that if any time in the near future he lost oil pressure, he would not have any indication of this, because his oil light would remain on all the time. He agreed that it would be okay. From there, I buttoned up the job and finished writing up the ticket. Total owed for the test: $45 dollars. Then it happened, like an F"16 being shot off an aircraft carrier. His attitude changed. He went ballistic! “What do you mean there’s a charge? It only took you 30 minutes!”
From here, I proceeded to explain the cost of the tools used to make my diagnosis (total cost $1,390) not to mention, he had taken me away from my already good customer base, along with my time involved, my education, shop insurance, overhead etc. He did not buy any of this. I’m telling you; this guy was one tough customer. He just knew that there should not be a charge. After wasting another 30 minutes of my time he finally paid, with the remark "I will never come back!" Was I upset that he felt he had been overcharged? You bet. Was I happy he was gone? For sure! Was there a time in the whole presentation when I lost my cool? Absolutely! Our heated conversation ended with my counseling him that next time, he should go to school, get an automotive degree, open his own shop, buy his own tools, and fix the *#!^ problem himself.
As he drove down the lane I proceeded to put my day back together and not let his actions influence the next good paying customer who came through my door.
“Life is short so paddle hard”