The customer is your friend you have to make him happy, after all the test should be free. Just a dumb machine and a low-life technician trying to take my money! The expectation has been so lowered as to make us all very unimportant.
I used to offer free retests. Then one day I crunched the numbers and realized how much money was being lost by offering them. And, interestingly enough, my customers didn't seem to mind that they were now being charged for a retest. I still get one here and there that complains that they have to pay for the retest, but those are rare.
I work at a pass or dont pay. sick of all the free shit. sometimes we get people that'll drive in 5 times in one day to check monitors. boss wants to kiss everyones ass. not enough competition in this town
Same here. If people ask me nicely to check their monitors ahead of time or if they have a concern that a recent repair or problem might cause their car to fail, I give them advice without charging. It's all about their approach. Those who bitch and complain as soon as they're walking in the door don't get any sympathy from me.
I charge my customers half price for a retest. I dont believe in free labor
By that logic though you are still leaving money on the table. Shouldn't you charge them full price?
I do a free retest on OIS with ALL self tests complete. My retest on 1999 and older is discounted but not to half price. it works for me and I test cars with the MIL on knowing I'm only making about half as much on the test since I will likely retest it for free. I find that I personally am more comfortable being really picky if I don't charge for the retest for something another shop might not fail.
I have a lot of return customers, a good reputation, and a lot or referrals so I think it's working for me.
I've hit rock bottom but I brought a pick and a shovel and I'm ready to dig!