Serious question, has anyone else had to choose between a quick fix and a full repair for a customer?

Last week, a regular came in with a 2012 Civic that had a bad power steering pump. The noise was loud, but it was still working. I could have just swapped the pump, which would have taken about two hours and cost them maybe $400 with parts. But I saw the whole rack was weeping fluid and the hoses were original. I told them the right thing was to do the pump, the rack, and the lines all at once, which was over $1200. They went with just the pump to save money. Sure enough, they were back in my bay three days later because the rack finally let go. In my experience, you have to lay out the full picture, even if it means they walk away or get mad. It's about the job being done right, not just done fast. How do you guys handle it when a customer only wants the cheapest option, but you know it won't last?

3 comments

3 Comments

charlie_ellis15d ago

That exact scenario with a 2012 Civic is why I keep a camera in my bay. I take pictures of the weeping rack and the cracked hoses to show them. It doesn't always change their mind, but it gets the point across that the cheap fix is a band-aid. You did the right thing by telling them the full story, even if they didn't listen. Covering your own butt is part of the job now.

barbara_campbell15d ago

Pictures are a game changer for sure. My old shop had a cheap tablet just for walking customers through the bad parts. Sometimes seeing the crack up close makes it real in a way words just can't. It turns a maybe into a definite no for a lot of folks.

john_flores14d ago

Remember that a band-aid fix can sometimes buy them time to save up for the real repair. I had a customer who only swapped a noisy water pump, knowing the timing belt was old. We put a note on the work order and they came back six months later to do the full job. Giving them the full picture is key, but if money is tight, a safe short term fix with a clear warning is better than them driving it broken.