SURVEY: BRAKE INSPECTIONS

[ROLFE]

WHAT IS THE POLICY OUT THERE FOR CUSTOMER REQUESTED BRAKE INSPECTIONS?
IE: COULD YOU PLEASE CHECK MY BRAKES WHILE YOU'RE CHANGING MY OIL ?
DO YOU CHARGE AND IF SO HOW MUCH? IF YOU DO NOT CHARGE HOW DO YOU PAY THE TECH? PLEASE GIVE YOU'RE LOCATION AND AS ALWAYS THANKS FOR THE INPUT.

ROLFE

[warr_wiz]

A brake inspection during an oil change or any service for that matter is usually not charged to the customer unless the only reason for the visit is the brake inspection. For the most part, techs are not paid for the brake inspection. One of the exceptions here is if the vehicle is a 1 ton truck with a box or some other added on body which makes the vehicle a chore to set up on a lift. We are a small shop so this does happen. In which case I will pay the tech or maybe even have the hourly kid help clean the stalls. Just something to help out a bit. But for the most part techs do not get paid because in my mind it is considered part of any service to give a safety inspection. It does no good to do an oil change with your eyes closed and put the vehicle back outside. By the way, we are Pontiac/GMC in Massachusetts. (I've lived here too long if I can spell that!)

[robc]

This is actually a common question I've heard at a number of service seminars and meetings I have attended, so I guess I'll give you my thoughts based on what I've heard.

#1: The customer isn't charged for this inspection because none of your after market competitors would. Let's not do anything to perpetuate the idea that dealerships are more expensive. I personally consider it in the smae light as I would advertising or other marketing expense.

#2: The key last word above is "expense." I believe that you should pay your techs and I would set some expectations of what that would include. Lloyd Schiller is big on saying that if you don't pay the techs you can't control the quality. I agree, asking someone to do something for free will net you mixed results. Especially if the techs believe that your advisor can't turn their "freebie" inspection into a sale. Or, if you have a situation where the brake work would be turned over to another tech.

I expect that a brake inspection would include the following; inspecting and measuring brake shoes, pads, discs and drums. Checking calipers, cylinders, the master cylinder and all the lines and hoses. A pre-printed check sheet is great here. I personally hate guesses on remaining brake life, because if you're wrong you destroy your credibility with customers. I will literally find out how thick a pad lining is to begin with, and then divide that out by the remaining usable thickness and the vehicle's mileage to get a better estimate of remaining brake life.

To goose the customer, I'll offer a deal to do the job today. Say the pads have 15% left and the customer has 21,000 miles, meaning they can expect to *need* to replace these pads at 24,700 miles. I'll say something like, normally our brake service would be $179, but since the car is already in, an R.O. is written and the wheels are all off I'd like to save you a return visit and extra hassle by doing the job for $119 today for you.



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** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com

[Doug]

If the car is in the shop solely for a brake inspection I will pay the tech for the inspection. If we sell brakes, the inspection pay is waived.

If the vehcile is in the shop for any service that requires wheel removal the tech inspects the brakes for no charge.....exceptng of course the HD type trucks mentioned by another lister.

I do have a policy that if a car comes in with ANY brake complaint then the ENTIRE braking system is inspected, not just the suspected problem area. We've lost money too many times and been embarrased too many times when we fix an electrical ABS problem but neglected to observe and then upsell the nearly metal-to-metal brakes. Talk about missing the boat ! SO........

Straying off-topic a bit here I can say that the biggest problem we have with "comebacks" is not incorrect diagnosis but, rather, incomplete diagnosis. Anyone out there fighting the same battle?

[RPMGeorge]

Our Policie is to have a complete Safety Inspection performed with any service the vehicle came in with. This does include quick service. The Technician is paid for the time, no charge to the Customer. Previouse work habbits with getting "Jobs" done with a minor visuall check up did cost us some aggrevation and inconvinience in the past (not counting the cars that ended up at that Brake place across town). Technicians need to be trained and sold on the multiple reasons for the service.Bottom line is that NO car should come out of the Bay without a recomendation. The least there has to be a recomendation for the next service. We are locating Front end, Brake and Tire waer more often since we implementet the Safety Check, Upsales are frequent but still in the customers control.

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George Schmitz