One of the major problems and concerns with servicing brakes is the issue of comebacks.
The root cause of this problem can be traced to not applying a consistent philosophy to the brake service problem.
We have come up with a solution to help you alleviate the issue of brake service comebacks.
At the core of success in the brake service industry is the belief in 2 core philosophies. Always being aware of these ensures that when you are involved in brake service, the best possible job will be done.
Here they are:
• “I would rather be paid for something today than have to give it away tomorrow”
Translation: If I do not perform a proper inspection and it results in me missing something that later causes the vehicle to return with a comeback, I lose. Spending a few extra minutes making sure to check everything necessary will have a twofold positive effect.
- More legitimate profit will be generated on a daily basis.
- The shop will have less comebacks.
• “If I am charging a customer to perform brake service I am going to do the steps necessary to keep the car away from my shop as long as possible”
Translation: If I shortcut to many things it may very well cause the customer to come back prematurely with a problem. When this happens everyone involved in the process loses. The shop loses because a bay is tied up with a nonpaying job, the technician loses because most warranty jobs don’t pay, and the customer loses because they had to comeback for a service that should have been done correctly the first time they came in.
Follow these two philosophies and beliefs and you should not only see a reduction in brake service comebacks but in other services that you perform.
Nobody likes comebacks and it doesn’t take that much to eliminate the majority of them.