I hope we don't need to trick you with gimmicks
More than ever we have been being asked if we "throw in" the diagnosis charges if the repairs are performed here. I have been told that __Fill in the blank__ has always done it that way or says they do that.
There are basically 2 ways that this is done.
The first way I will describe is the most common one. The shop says "The diagnosis will be 5 beans but if you have the repairs done will will "throw in" those charges with the repair" or some variation of that basic idea. Here is basically how it works: They perform the testing and (for the sake of discussion) they find that the doo-hicky has failed. The doo-hicky part is 7 beans and the normal labor charge for replacing the bad doo-hicky is 10 beans making a total of 17 beans. When they call you they quote you 22 beans plus tax for replacing the failed doo-hicky and tell you they threw in the diagnosis. Your bill will show the diagnosis at no charge, the doo-hicky at 7 beans and the labor charge at 15 beans. It works even better if it also needed a whatchamacallit and some thingamajiggies because you can spread those 5 beans for diagnosis around and make it even less noticable. The client leaves thinking what a great value they recieved and ignorance is bliss.
The second scenerio happens less often and looks like this: The shop offers the same diagnosis deal as above but this time they really do give away the diagnosis for free and the customer walks away at 17 beans plus tax.
For me the first scenerio leaves me feeling like a liar and also feeling dirty somehow. The second would eventually lead to our going out of business or having to cut costs by cutting out training, tooling and by hiring cheaper help. Neither of these seem like win win business plans.
Both scenerios devalue the most valuable part of what we do (in my humble opinion). One of our biggest expenses is diagnostic tools, training and information (not necessarily in that order). That is why we only employ very experienced technicians as well. They cost more but their work is more precise, accurate, fast and properly done. While no one is 100% right 100% of the time the goal should be to get as close to that ideal as possible.
I hope this sheds some light on this matter for you. We choose not to use those methods to gain clients and hope you can see why.
Be blessed and thanks again for letting me take the wheel.......
Robert