Inspect or Diagnose?

When someone comes in with a symptom like "shake in xxx area" or a "grind when doing xxx" or "I just know something's wrong"..

Many times we get confused on what to charge. Diagnostic fee or inspection of a certain area.

How do you and your guys approach this?

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What color should you wear on every 3rd Wednesday of the even months . This is a question I believe we all struggle with and I just try to be as efficient as I can and take car of myself and customer. Here's an example of what I'm talking about last week.

I get a customer that brought in a Ford Ranger that he wanted replacement shackles put on the rear, diag ABS light and a noise in the front end. Normally this would be 2 separate diagnoses since it's 2 issues but it can easily be done by 1 30 min diag. I replaced the shackles then went for a test drive to ensure all was good and at the same time hooked up the scanner to monitor the wheel speed sensors. After hearing no squeak but find the wheel speed sensor had failed in the front I through the truck on the lift and pulled the tire to replace the wheel speed sensor. As the WD-40 was doing its job I shook down the front end and then replaced the wheel speed sensor and sent the vehicle on its way. I made a plan of action and then followed it and everyone won.

I know that there are a million different scenarios but IMHO if you just take a minute to create a plan of action it will make you more money and keep the customers costs down.

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We always inform the customer that our initial diagnosis is FREE. We spend 10-15 minutes diagnosing the car. After the 15 minutes we inform the customer of the findings and state that we have to perform a "Specialty Test" which is usually $45 to $75.

The main idea is to offer a free initial diagnosis over the phone to get the car to OUR shop.

We always inform the customer that our initial diagnosis is FREE. We spend 10-15 minutes diagnosing the car. After the 15 minutes we inform the customer of the findings and state that we have to perform a "Specialty Test" which is usually $45 to $75.

 

The main idea is to offer a free initial diagnosis over the phone to get the car to OUR shop.

Key is to get the people and cars through the door so IMO you are on the right track.

My 2c are that I wouldn't necessarily call it a "diagnosis" considering that you might lock yourself into a commitment in the customer's point of view. What we call it is a consultation and/or inspection of their concern. We make it clear to them that we want to give them some professional eyes on their problem before determining what the problem is or if further action needs to be taken to discover the problem/solution.

So in short we replace FREE with COMPLIMENTARY and INITIAL DIAGNOSIS with CONSULTATION and/or INSPECTION. It helps to differentiate your actual testing and diag fees.

 

 

Key is to get the people and cars through the door so IMO you are on the right track.

 

My 2c are that I wouldn't necessarily call it a "diagnosis" considering that you might lock yourself into a commitment in the customer's point of view. What we call it is a consultation and/or inspection of their concern. We make it clear to them that we want to give them some professional eyes on their problem before determining what the problem is or if further action needs to be taken to discover the problem/solution.

 

So in short we replace FREE with COMPLIMENTARY and INITIAL DIAGNOSIS with CONSULTATION and/or INSPECTION. It helps to differentiate your actual testing and diag fees.

But free is a key word to a lot of people. I agree with the rest of your statements.

FREE = no value, COMPLIMENTARY = value. There is a reason why higher end services like a nice hotel or resort offer amenities complimentary rather than for free.

FREE = no value, COMPLIMENTARY = value. There is a reason why higher end services like a nice hotel or resort offer amenities complimentary rather than for free.

From Websters

Free : not costing any money : not held as a slave or prisoner : not physically held by something

Complimentary : expressing praise or admiration for someone or something : given for free

Free ... is used in so much advertising it is the key word to a lot of consumers. Look at every tool truck that comes in. Buy the latest whiz bang socket set and get a free 3/8 drive ratchet. Does the ratchet have value?

Maybe its my redneck up-bringing or the fact that I deal with so many Hispanics and their broken English. Complimentary would be coffee and donuts while you wait. Which has more value?

Sorry to get off topic

I guess we can agree to disagree. I have effectively changed our culture and methods of doing business which include our use of the word complimentary vs free which has doubled out revenue and ARO in a matter of a calendar year. I will try almost anything that I feel might make a positive change to my business. In my experience the small change of free vs complimentary made a big difference.

Some other food for thought (from my own brain lol)... not only are you receiving something of value that is complimentary rather than free but you are also receiving something complimentary because YOU are valued as a client rather than offering free free free which is available to any person off the street. Not sure if that makes sense but it does it my head

If you like using the word free and its working for you by all means keep doing what keeps you successful!