Charging Diagnostic Fees

[KLINK]

I am not talking about AZ I am talking about service and getting your car fixed.
Example:
Caller: My car is leaking on my something on my driveway. I think its oil.
Dealer: OK when do you want to bring it in.
Caller: Is now ok?
Dealer: How about Monday?
Caller: Ah cant I come in sooner? Its running hot I think.
Dealer: No were booked up my first appointment is Monday.
Caller: Well ok how much is it going to cost me ?
Dealer: I dont know but we can check it out for $105 dollars.

Same call aftermarket repair shop.

Caller: my car seems to be leaking oil on my driveway.
Repair shop: Ok well bring it in and I will check it out.
Caller: will today be ok?
Repair shop: Sure we will look at it and let you know what we find. Can you leave it with us?
Caller: If I have to.
Repair shop: Ok thanks see you when you get here.

Who do you think is going to get the customers business?

[gmservice1]

Klink, first off you need to fire the person that fielded that call. Whose service department is turning away business right now and trying to schedule them days down the road? Certainly not mine, our response would be whatever time works for you (Yes come down right now!!!). I will find a way to make it happen no matter how busy we are.
My response to what will this cost me? Depends on what is necessary to pinpoint the cause of your issue. We'll start at $45 and you will only be responsible for this if you decide to not have the recommended repairs made. If you have the recommended repairs done, the diagnosis charge will be applied to the total repair cost.

[TheOne]

It could be something as simple as a loose drain plug which we would be happy to tighten for you at not charge while you wait. If it is a bad gasket or failed part the expense could be substantial. How soon can you be here so we can get it checked out?

Minimize but don't trivialize. Convert the call from price shopper to CUSTOMER.....

[Whiner]

I think the previous comparison to doctors was on the right track. However, I think it needs to be refined somewhat. How do we get the public mindset to believe the following is, I believe, mostly up to the manufactures.

People continue to believe the AutoZones of the world. If they tell the customer something it seems they swallow it hook, line and sinker.

What needs to happen, and I think we are headed down the path now, is we need to be considered specialists. Sure AutoZones will continue to exist. So do the ReadyMeds (doctors-in-a-box) but when you are sick you want to see a doctor who understands YOUR problem. We need to be seen as the ones who understand and can fix anything - at a FAIR price. Sure sometimes pricing is the only thing customers look at. Other times customers just want it fixed. We need to explain value, expertise and all the other things that go into fixing it correctly. Sometimes this is a service advisor "fixing" a customer while the technician fixes the car.

What we don't need is the service department becoming a doctor's office (practice). You know go to the doctor and get this pill. Pay doctor. Not better. Go back to doctor. Get referral to another doctor. Pay doctor again. Pay new doctor. Etc.....