running the bay?

I've been running my bay for quite a while now, what i've realized is people don't know half of the technology they have existing in their cars so they think we don't either.  In a case like yours mr Yimke, what i would have done is quoted the customer the total 530ish he might have had to pay, keep in mind he knows you're charging him to have the equipment installed and working, without knowing all the details off your job (factory alarm disarm for example), that way he would have been content that you were dealing with him in a fair manner and if there was no factory alarm present, you would have been able to tell him you're giving him 55 dollars of the install. And what a happy customer he would have been. Also before i dive into any job, i talk to the customer a little, by doing this i feel out the person, so i know how to carry out my task, the customers that are down right stubborn and ill-mannerd, i let them know exactly how much they are paying for the job, and exactly what is going to get done, any additions to the job comes with additional cost, this way they rarely can complain!

P.S. i love the customers that say, "just install,and give me the bill",. Cheers.

Good point there...Have used that a few times...Only problem there is price shoppers(phone)...But for the most part like t&t stated half of the battle is feeling out who/what type of customer your talking to as fast as possible...Amen to the "Just install,and give me bill"...Some of the reason we are still in business is our repeat customers...!

Price shoppers, i don't care much to have them as customers anyway, i believe in paying for having things done right and remaining that way, whenever a customer makes a mention of "i could get this done cheaper elsewhere", i let them know that we charge that price because we are trained pros who know what we are doing, that our standard of work is of the highest quality, and that we have after sales service to back it up, if they still choose to go elsewhere, well, that's their right, i did my part, here's a perfect example.

Customer comes by the shop today and says "what's the price of an actuator"? i said "over the counter, or installed"? customer-"what's the difference"?. me- "over the counter it's 100$, installed it's 200$", he then says"100$ just to hook up two wires", i then informed him of what was involved and that he would have gotten warranty on the part had we done it, and he still insisted he would get it done cheaper elsewhere, i say ok, tested it and sold him it over the counter, closing time he pulls into the bay, informs me he paid sixty dollars to have it done, but says he has a problem, it's working in reverse, on arming the alarm the doors open and disarm they lock, me knowing it was simply switching the wires around at the actuator, i grinned slyly and said "there is a service charge of forty dollars",