Receiving comments concerning price comparison can leave a service advisor tongue-tied or angry, especially if you don’t know how to handle it correctly.
Remember that parts are incidental to the repair. Your job is not to sell parts, but to sell SERVICE – a factor that is much more valuable to them. Customers don’t want to be taken advantage of, they want to be treated well and for the repair to be done right. If you have a customer-base that can work on their own cars and trucks, you need a new customer-base.
Online price comparison is guaranteed the minor complaint of your customer population. When this happens, don’t hammer your vendor for better prices – you don’t want the parts they supply to come apart. Trying to save your customers money isn’t a realistic outlook – no matter what you charge them, it’s too much. They don’t want to spend anything. The real money in your shop is labor, so stop giving that away!
Consider it this way, you work up an estimate to do the job right, you use the best parts, you provide the best service, and you’re able to warrantee the job. You will be present in a situation if something were to happen – giving the customer no reason to be upset.
At the end of the day, the repair ticket will come out to $2,000. The customer will not be happy, nor will they be happy if you decide to discount the job to $1,500, or even $1,000! So, why don’t you charge them the $2,000 you know you should have in the first place? You and your customer will have the peace of mind that the job was done correctly the first time.