How to be tactful ??!!

[gmcgrew]

The One is absolutely correct about charging for everything. If your store gets the reputation as a give away store people will come in and expect to get services for free. I once worked for a dealer that only cared about sales, if someone came to him with a complaint about a service/body shop visit he took care of the bill. It didn't matter if you had a legitimate complaint or not if you didn't want to pay for the service just go see him and complain.

In reality a freebie can get huge returns if given to the right person. The key is knowing which person will APPRECIATE the gesture. If you don't feel you can pick the right person for a freebie follow The One's school of thought and you will never go wrong. A discounted price can carry just as much weight as a free service and is easier to get the appreciation factor. If the customer doesn't appreciate the gesture it is just lost profit potential.

[Bookemdano]

Back a few years ago I attend a factory seminar and their were dealers that always gave one item on the repair order for free, usually wiper inserts or orher cheaper item. they didn't tell the customers they did this until they picked up the car. they said it was a great selling tool. I think they sold nothing,they sold value for nothing in return. now its expected on everything the customer buys, be it from service, parts, or sales. their always looking for that discount.

[ZOOM1]

gmcgrew is correct.The key is not making a habit of giving things away,but evaluating each case individually and knowing who will really appreciate it as opposed to playing you for a "sucker".We do not make a habit of it,but occasionally a situation comes up when we feel it is in the best interest of the dealership.We also let the customer know that we are not in the habit of offering free services,but have made an exception in this case because we value their business.

[TheOne]

I was really starting to get tired of this thread, but then many of you brought value to it. Value is the key in this forum, as well as with all of our customers.

A long time ago I read a book by Tom Peters describing a variety of value levels. I don't remember all of them but several have stuck in my head and served me well for many years. They are:

Real value. The actual cash value of assembled goods.
Implied value. The value implied by those selling a product.
The percieved value. The the point between real value and implied value that the customer accepts as true value.

Now I know I left a few pieces out, and probably didn't explain it as well as I should have, but the point I want to stress here is that unless we value the goods and services that we sell our customers won't either. To offer something for free without first making the effort to value it at retail is to imply that it is worth nothing, which obviously is reflected in the price. Once the value has been established at retail then negotiation can begin which can also include goodwill from the customer. At this point the customer must be positioned to sell themselves as being credit worthy. If their goodwill is to be acceted as payment the goodwill cannot be collected at the time of transaction therefore it is essentially a promise to pay.

Long story short the negotiating process is needed on both sides of the transaction to cement a bond of trust. That is what gets you the future business, not cleaning cat hair......

[TheOne]

Zoom,
I've been working on the road for a very long time. I'm looking for the right home. May be here now, won't know until I get it moving. Where are you?

[cantfind122]

I agree every situation should be evaluted on its own merit, however, I think there is a common denominator that makes or breaks this decision whether at work or in your personal life. A word that our society has been pushing aside and continues to be devaluing...Responsibility. It is an interesting dynamic. Self excusivness has become an art and Yes as much as it sounds terrible it crosses all age, race, gender and cultural barriers. Granted there are extenuating considerations but people with some sense of personal pride and consideration for others make some sort of attempt to help you help them. I find it ironic that we read books and watch TV shows that explain how to teach our children not to rationalize the very things we practice. Apparently, these skills aren't only learned by children. I guess even the adage about having clean underwear when you go to the doctor shouldn't apply to anyone anymore. Cheers.

[TheOne]

I cantfind122 the point or how it fits with this thread???????

[msheri]

Long ago, when I worked with jwf, we actually had to tell a customer that we would be happy to repair the wiring short when the hog manure was cleaned off the floor of the truck. The customer understood and complied. Of course, at that time, customers in that area understood when the shop was at half staff for the week of deer season!