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Problem:

Customer leaves shop thinking problem is fixed when it is not and returns when brakes are metal to metal.

Cause:

Not taking the steps to insure cause of premature pad wear is actually fixed.

Solution:

Often times the cause of the premature pad wear is obvious and no additional steps should be needed. If the cause is less than obvious or there is any question about whether the repairs that were performed actually will correct the problem, then follow the steps below.

  1. Research how many miles and how long it took to cause the premature pad wear. Take this time and mileage and divide it by 2.
  2. Explain to the customer you would like them to bring the vehicle back for a quick check in the half mileage calculated in step number 1. For example, if the left side pads are wearing out in 5,000 miles, have the customer stop back at 2,500.
  3. After customer leaves, put a reminder to call the customer in your appointment book on the date that represents the time it took the wear to take place.
  4. If the customer doesn’t return by the date in the appointment book, give them a reminder call about the checkup.

Bonus Tip: Using this technique may save you having to replace rotors free of charge.

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