Re: labor charge for restoration

Posted by Janicholson on September 02, 2005 at 06:47:17 from (199.17.6.175):

In Reply to: Re: labor charge for restoration posted by Hugh MacKay on September 02, 2005 at 03:10:06:

I've been a service manager (medium IH truck, Nissan, Honda MC), and a mechanic from 8yrs old. The success of a service provider involves three key ingredients.
1}A detailed analysis of the task, including customer intentions and expectations, the condition(s) of the vehicle, the collateral issues that can be predicted to interfear (getting the hood off of an M requires the removal of the muffler, the muffler is 2yrs old and rusted to the pipe, the pipe is rusted at the manifold and comes loose when removing muffler), and prior repairs made by idiots, like welding on components, or butchering broken bolts.
2) A written agreement that the base estimate is flexible and in the middle of projections (be willing to reduce charges if things go perfectly well. NEVER lowball a estimate to get a job. Be accurate and detailed in your recording of time, even little chunks of time-on-task. (use a cheap spiral notebook for each job that is beyond a plug change) Be willing to admit when your efforts are not productive. You cannot charge for things that you do wrong, or that would be more expensive than a different (customer) accepted solution.
3} Keep an open careful communications link with the customer. Be willing to discuss reality with him/her in a way that clearly informs them about all unexpected eventualities, including stripped threads and hidden dammage found in the process of rebuilding. Discuss all compromises, do not make them for the customer (for instance using a repo part instead of a used original that the customer expected). Compromises made by you are alligators in bed. Charge for your time, it is not your machine!!! Do not fall in love with your patient, or give it a transplant from your son (the running H in the back of the shop).
If all this seems like too much trouble, take my word for it you do not need to start doing this work. It is necessary and prudent. It makes well adjusted and repeat customers, and builds a solid reputation. And actually makes money!!!!!
Charge per hour what the average of three Tractor dealerships charge in your area rounded up to the nearest $1. If you are not worth that amount do not take on jobs. You are neither a charity, nor a shister.
I was long winded here, but your question deserves a serious answer because many readers of this site are customers of professionals, and they should expect this relationship when they seek a repair service. Even if they do not contribute to the discussion, they can be better served by consumer knowledge. They might even take note of what I said here and use it to better the interaction they have going with a provider.
Good luck and strength to do the job with self and customer satisfaction.
Jim Nicholson

Follow Ups:

• Re: labor charge for restoration Paul in Mich 07:10:02 09/02/05 (3)
  • Re: labor charge for restoration dhermesc 09:29:39 09/02/05 (2)
    • Re: labor charge for restoration Gerry M 11:09:39 09/02/05 (1)
      • Re: labor charge for restoration ohioron 15:59:30 09/03/05 (0)

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