Do you always get signed authorization for work to be performed?

mspecperformance · August 14, 2015

Running into an issue lately. Most of the work we do the customer drops off the car and we give them a call after. Generally we usually send them our findings via e-mail or text from our inspection report and then we discuss the recommended work. Customer authorizes over the phone, we do the work, they pick up. Done deal.

Normally we have no issues... normally I mean years I have never encountered a problem. Recently working with a knuckle head and he is claiming he didn't authorize some work to be done. He also never signed an estimate due to all correspondence through telephone. Also to keep in mind most of my tickets are $1000+ and I have not had any issues thus far. This is situation is causing me to rethink my procedures. Unfortunately having a customer authorize via signature can be difficult due to customers going to work, going away, living far enough distance from the shop etc. What have you done in your shop? Obviously there are state laws and such to consider as well...

Chucks Creations Autobody · August 14, 2015

This is something that I noticed at the shop too cuz I was looking over the repair orders and noticed some didnt have signatures "because we know them", or "they are the mechanics down the street". I am wanting everything to have a signature because you just never know... im sure your situation happens a lot especially when they sometimes have to check in with their significant other and they get hassled for it, then it becomes a quick bout of amnesia on them giving you the verbal OK to do the work. Would an email confirming the "OK" work as an electronic "signature" ? Like even a text since everyone uses that now? And what if you have to add more to the work order because they ask for more... are they going to want to drive all the way down to the shop to sign it again?

mspecperformance · August 14, 2015

I never have this issue but dealing with particular customer has gotten me to rethink my processes.

Marksas · August 14, 2015

We don't always receive a signed authorization at drop off because we rarely print anything out. If they use our night drop the envelope has an authorization on it. We do document in our system all authorization by phone or email, who we spoke to and the amount authorized. That's one area I think the management systems lack and we use RO Writer. There should be a simple authorization piece utilizing a tablet for an electronic signature and a way to send and receive authorization by email if necessary. Our management system is behind the times when it comes to utilizing electronic capture of signatures at drop off and delivery. Those signatures are vital for collection of a bad check which we occasionally get, (3 in 5 years). I have recently started to dust off some of my coding skills to develop some simple electronic forms with signature capture tied to the repair orders.

Hopefully others will chime in with some viable solutions.

flacvabeach · August 14, 2015

We get a signature at drop-off on a boilerplate release form, but not on the estimate. Hasn't been a problem for us, but I can see that it could happen. One problem is that the scope of the job often changes and you are calling the customer to authorize additional work. Gonna get a signature every time?

Mario · August 14, 2015

Can you audio record conversations? Most states are only one party consent.

Mario · August 14, 2015

Just to add, I had this situation once where I had a verbal OK in person but no signature. The customer told me they didn't sign anything so they weren't paying and I said you didn't sign but you are on camera giving me authorization. It shut him up and he paid. I never went back to even have to pull the video.

phynny · August 15, 2015

It would be a huge PIA to get a signature for everything, what you can do is just have a blanket statement on the paperwork saying they are agreeing to all repairs. I haven't ever seen a judge take money from a shop for work that was done correctly.

Jeff · August 26, 2015

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tirengolf · August 27, 2015

Jeff, I am in Florida also, I do not think all other States are regulated by Agriculture like we are. I here they are about to really crack down on unlicensed shops in the Panhandle, as bad as I hate to say it , I am glad.

CAZM · October 21, 2015

In Wisconsin an email or text will work for consent.

totalautocare · October 21, 2015

It would be wise to consult with an attorney very familiar with our trade in your state.

They can offer both legal advise and assist you in social interaction to best get the job done. There average rates in MN are $200 so if it takes you 15 min to get an answer $30 to resolve your situation and have a professionally legally established method might be worth it.

My attorney has protected me, my business, my reputation and my money very well!

Sent from my SM-N900P using Tapatalk

totalautocare · October 21, 2015

And on a simpler note, I think email correspondence with specific approval should usually be enough for a judge to go your way.

Sent from my SM-N900P using Tapatalk

LynxStarAuto · November 16, 2015

Here is how I see your scenario TC. Personally, I think that when it comes to troublesome customers, we should learn to be more vigilant, but at the same time the rest of your customer base shouldn't suffer because of one bad apple. What I mean is you should not be so quick to change policies and procedures because of one knucklehead. Perhaps, you would be better off managing this particular customer differently should you continue to do business with them in the future, but think about your entire operation in general, and see if these changes will bring improvements, or if they will just cause additional inconvenience, and inefficiencies. Especially for the customer.

AJFA · November 16, 2015

First time customers absolutely have an estimate authorizing time spent to diag. I'm sure we all get the "diagnosis is FREE or not charged" if I fix the car question.

I document every phone call on the back of the RO, who called, time & date & gist of conversation with dollar amount authorized, that is sufficient in the eyes of the law if it was to go that far.

Dave

CMillet86 · November 17, 2015

I get a verbal ok on the phone, and then when they pick up the car, they sign the Repair Order stating that they authorized all the repairs before they get the car back.

mmotley · November 17, 2015

I've considered getting signatures more recently due only because I've had a few customers take weeks to come pick up their vehicle after we're done. Ive never had a problem with work authorization or anything like that, just getting them to come get the dang car. I feel having them sign acknowledging there is a storage fee of $XX per day might discourage this behavior

stowintegrity · November 20, 2015

Mspec,

Just keep doing what you've always been doing, first of all. If this incident is representative of only one issue in 5 or more years, for instance, it doesn't make good sense to upset your apple cart with the rest of your customers.

However, I can share a simple, extra step we've taken with our customers that might help you out. Immediately before you pick up the phone to call and discuss your findings,create a text message (do not send it yet) that says:

"Hi Bob! The service we're recommending based on our conversation today will bring your total to $xxx. Please reply with your approval, so I can get this taken care of for you."

I have that text in a draft on my phone, and I just Copy/Paste it into a new text message, changing his first name, and the dollar amount. Takes about 5 seconds. I recommend sending it to all customers when the total is $xxx or above, whatever your comfort level is. Afterall....someone that says they didn't authorize the $12 gas cap....you're either going to eat it & fire the customer, or tell them to pound salt & pay you.

On your phone call, when they're giving you the approval, tell them that as soon as they hang up, they'll receive a text from you, and that they need to reply with "ok". For the customers that dont have a cell phone (??) I have an email prepared, just the same...

This has worked wonders for us, no one has complained or found the process cumbersome, and I eliminate the doh-doh heads. Just be sure to say, "As soon as you respond, we'll get to work on your vehicle." People appreciate the use of technology, and it's even uncovered folks who then later ask if we can communicate almost entirely by text when their car is with us. Win.

Hope this helps!

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