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<title>Are you too shy? Automotive high dollar amount service estimates.</title>
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<center><big><big><b><i><font color="#3333ff">Giammalvo Files</font></i></b></big></big></center>
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<p><i><font color="#000000">Mark Giammalvo specializes in driveability
diagnostics </font><font color="#000000">at his family
business, Sam Giammalvo's Auto Sales & Service,
Inc. in New</font> <font color="#000000">Bedford,
MA. </font> </i> </p>
<p><i><font color="#000000">Mark, who has been with the business for
over 20 years, is an ASE
Master Technician and Parts Specialist. He also holds the ASE
L1 certification, and has an associates degree
in business</font> <font color="#000000">management.
<br>
Mark is also a writer for Motor Age Magazine
and is the past secretary of the Alliance of Automotive Service
Professionals, (AASP).<br>
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<big><big><b> Are You Too Shy?</b></big></big>
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<p align="center"><small><i><font color="#000000">(Printed in the Journal
of The Alliance of Automotive Service Providers, AASP) <br>
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Seems like an odd title for an article doesn't it? I have always remembered
that short four-word question. It was the punch line of one of those "guy"
jokes that a neighbor told me about 15 years ago. Unfortunately, I forget
most of the joke itself. Anyway, it seems like that same question has been
haunting me the past few months. <br>
<br>
Back in May of this past year we sold a customer a 1999 Mercedes C280.
In September that same customer came in reporting that the check engine
light was on. For some reason our scan tool would not communicate with the
vehicle and the Mercedes was already out of factory warranty. Since the
customer only had the car for about four months, I wanted to make sure we
would resolve the problem at our expense. I decided to send the vehicle
to the same dealer that we use when the cars are under factory warranty.
To spare any added inconvenience, I told the customer that we would transport
the car for them both to and from the dealership. On the day of the appointment,
we dropped off the car at the dealer. Later that day, I received a call from
the service advisor I knew at the dealership. The car's ailment could be
cured by replacement of the Mass Air Flow sensor. I agreed to the $547.00
total price and authorized the repairs. Besides the Mass Air Flow sensor
problem, the advisor wanted to discuss some other items that needed attention.
The rear differential was leaking fluid and required an overhaul with new
fluid and a gasket replacement. They noted several other smaller issues
as well. At the end of the conversation, the service advisor asked me if
I could authorize the $1,432.00 of additional work. I told him to just continue
with the sensor replacement and that the customer and I would inspect the
vehicle here for the additional recommended repairs. As I hung up the phone,
the conversation I had just been privy to was only now beginning to sink
in. It wasn't the dollar amount in itself that caught me off guard.
Let's face it, with the complexity of high-line cars today, four figure
estimates are getting more common. The thing that seemed odd was the advisor's
candor and freedom of expression in stating an estimate with such a high
dollar amount. I don't know about you, but when I call a customer to authorize
a large repair amount, I just can't express it that quickly and easily.
It's as if, somehow, I feel guilty that the customer is in for a big expense.
I find this even holds true if we did not sell the car needing the repairs.
Often, I find myself advising the customer of items they can temporarily
put off to help spread out their repair expense. It's as if I'm watching
my own wallet and personal finances. I suppose I am making the mistake of
putting myself in the customer's shoes. It's as if I'm too shy to state the
cold hard facts. Technically, I should know better. Like so many of you,
I have been to many training seminars on estimating and shop management.
You know the drill: "Do not position yourself or your feelings between the
estimate and the customer." So easy to say, yet so hard to do. Chalk
it up to another lesson learned. In the end, an under chassis inspection of
the differential revealed a very small stain from a prior leak. The customer
lucked out as the leak was inactive so no repair action was warranted.
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At some point in the future you'll also find yourself making that customer
call regarding a large repair estimate. Do you think you can handle it?
Are you too shy?<br>
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