Do you ask for the old parts back

^^This^^

 

When I had the refurb done Dave F sent pics as the worked progressed. In that the parts were thirty years old left little doubt what was new.

I like having the old parts just to get an idea of how the car's constructed. It's not a matter of distrust.

 

I build trust with all my customers by leaving a box of the bad parts without being asked (not auto related).
If they want to see it fine. If not fine too. However they always KNOW I didn't shank them either way.
Doesn't cost me a nickle.
As far as building credibility its priceless.

 

Do you have any idea just how many truly pissed off customers I'd have if I filled their car with a bunch of dirty old parts without their permission?

Sorry. In this business that is a really bad idea and I have no problem with their trust.

I have them, they want them, no problem. Like I said for the less than 5% that have any interest at all it works just fine.

The average Ferrari owner just doesn't give a **** about old parts, just like the average Honda owner.

The guy who works on my Harley saves the parts and asks if I want them. I just laugh. What do I want a bunch of worn out **** for. I have a dumpster full of worn out ****.

 

I never ask, but if it's anything unusual my mechanic will always save the old bits to show me and explain cause etc. I've learnt a lot over the years from this! Spark plugs he always shows me by way of 'internal health check'!

 

Okay, if indeed such an accusation was made in word, I can understand the reaction. If the simple question for having a look at the old parts is considered as such accusation, I cannot understand the reaction.

I personally never bother people and take away their time, who communicate that they have enough to do and that I need to be happy to be allowed to give loads of my money to them at their conditions ... . OK, I might be funny. But I also never visit places, where a strange looking f*** doorman is entitled to decide whether I shall be admitted to spend my money inside or not.

Absolutely perfect for guys like me! People who know me and are happy to have me as a customer do it just like that and have become used to that I sometimes (if e.g. major repairs were due) look through the old parts just in order to see what detail of a part actually failed and occasionally take one along with me. And then even offer to give it a quick clean-up, if it is grubby.

 

With mechanic or contractors---"trust but verify".

 

This. Or interesting desktop pieces for conversation starters. I've got a cleaned up tensioner bearing on my desk right now as a paper weight that was replaced during my last major.

Sadly, the most common comment so far has been "that looks like a pot pipe sitting in a funky ashtray." Harrumph!

 

That's just a polite way of saying you don't trust someone. People are that way because they have made so many bad choices they have been screwed a lot. They are known as "Damaged customers". They will never trust. What they need is a therapist and I cannot help them. If I placed so little faith in everyone I'd just eat a bullet and get it over with. I cannot imagine being so pessimistic.

For everyone else they get their parts offered to them and the vast majority have zero interest. Those that do have a sense of curiosity, but not lack of trust. A good sized percentage of my clients do not even have an interest in the invoice, all they care about is how much and is my car right? As I said before, if they don't trust me they need to find someone they can. That is a minimum requirement.

 

I make my living in the world of home contractors. I assume, usually correctly, that my customer has been screwed by contractors before.
They are not pessimists.
They are realists.
I put myself in their shoes without them asking.

 

I have to say as an architect (both Australia and throughout Asia) I've seen more owners trying to shaft contractors than the other way around... Most people are just plain unrealistic in their expectations of construction; definately not 'realists'. The example which sticks in my mind was an owner who claimed the brickie had laid bricks (they were a random clinker brick chosen by the owner) in a wall to make a big "W" in the pattern... and tried to reduce the payment made on this claim.

 

@Rifledriver

Just a question for the optimists . If a (new) customer accepted by you takes delivery of his car (be it bought or after major restauration), do you just give him the keys, hand him the invoice and trust that he will pay the invoice in short terms, without deduction, and without need of reminders? Assuming that the customer turning up has forgotten his credit card at home, does not carry cash with him etc. And, of course, assuming no prior request for upfront payment .

If so, I would be able to accept your approach due to reciprocity ...

 

There is a huge gap between the relationship I have with my auto mechanic and the one that Reagan had with the Soviet Union.

Making sure the Ruskies got ride of their nukes like they promised, and figuring that your trusted mechanic isn't going to leave old parts on your car just isn't apples and oranges.

As to the issue of allowing a new customer to take the car home without paying for it, I'd say, no, I would not, but I certainly would take his personal check, not insisting on cash or a credit card for payment, which is a more realistic comparison as well.

D

 

I agree, there is plenty of cases where dealerships diagnose problems by replacing parts...dealerships dont always do a good job. A guy in the 355 forum went to a dealership for a major came back with a oil leak...sent it back twice came back with a leak both times...finally fixed it himself

 

It is quite simple, actually, I believe. Trust has to be established and this takes time and experience. Initially you check that the other person did right and good. After a few times of positiv checks, you start to rely and check only once and while, perhaps .

Upfront trust in matters worth many bucks to someone you do not yet know at least somewhat, that would seem simplehearted to me, except if you do not mind if the bucks are lost (kind of gamble game).

 

It also can differ case to case at one dealership. In my QP they wanted to replace the infotainment system for 4,000,-- because of seemingly erratic resets, I refused and found out that it simply was the battery just starting to go. The same guys did a perfecty clean job on replacing the intake manifold gaskets on my 550, and charged just 4 h for that brilliant and difficult job (When diagnosing that some of those gaskets are through, I had looked what must be done for exchange and decided to give them this job together with the annual service instead of spending a weekend therewith myselfe, I had expected 8 h at least on the invoice ....).

In some instances you need to consider also, that those fellows might do things wrong without intention, or just someone may have a bad day. Alone for this reason I like to check, in particular in a car that I drive 280 km/h and faster on free highways and to occasional trackdays.

 

Trust but verify....

I want to be involved in the repair process (as an Engineer, I know when I need to replace the Johnson rod) and I'm not afraid of asking for parts back if they have residual value.

It takes a few interactions with a new shop before they really earn my trust.

 

When the security computer on the Mercedes Sprinter went bad they had to get one from Germany made and matched to the truck. I wanted the old one back as they are rebuildable (not by Mercedes however).
They tossed it.
About a grand.

 

Terms of my invoice state clearly (and on the estimate) that payment in full will be required before release of a car unless prior arrangements are agreed upon. In 20 years I have learned to allow ZERO credit to health professionals (doctors) as they rarely actually "put a check in the mail" straight away.

 

I always have old parts available on the bench to show the client. Frequently they've already seen them on the car as I email them progress reports on bigger projects.

Virtually all of my clients are personal referrals from other satisfied clients. This is a relatively small community. If you aren't trustworthy, it won't be a secret for long.

 

The mechanics I deal with seem to appreciate the fact that I am interested and want to see what things look like.

I have had my Ferrari mechanic take the time to walk me through underneath the car showing me what and where and how things were fixed and why. I loved it, as I learned even more about my car that day. The guys in the shop said they appreciated having an interested and engaged customer. They pointed to a box full of parts and offered to walk me through them. I declined. No need.

My Lotus mechanic has on occasion made a point of waiting to finish the job so that I could drive over and see the car with the under trays off so we could inspect the underside together. Again, he says he appreciates how involved I am, and I love that he lets me get in there and look with him and have him tell me what he is seeing. Parts? I figure his bill already has an allowance built in for disposal.

In both cases, there is massive trust both ways, based on a mutual interest and engagement with the cars. Either one could have gone into another line of work if they wanted, and that's why I trust the are doing what is best and right for the car.

 

I have the same experience with Algar. Mike Bloch, the service manager is a straight up honest guy. You don't have to ask to see the old parts. He usually will show you without having to ask. Mike has also emailed me photos as the work was being performed. Tony, the shop foreman is always happy to explain the repairs too.

 

I find your impression odd. Why in the world would I be embarrassed about being involved with the repair of my car? I was not embarrassed to inspect the car when I purchased it. The car does not change the person. If it's something I care about then I take the time to be as educated about it as the person who designed it. Always have.

 

Exactly. The entire thread is a collection of people who evidently cannot read. Parts are saved as stated several times. Do we dump them in their car as suggested? No, that's dumb and would justifiably piss owners off. Do we stack that mess on the desk when they pick the car up? No equally dumb. Do we volunteer to show them when we know them to be of interest in the 5% or so of cases we know that to be so? Yes, as stated several times. Do we show them when asked, again yes as stated several times.

What this thread really illustrates is how many damaged customers there are out there who have been screwed either by bad choices or poor due diligence or just those with trust issues. It also illustrates why I no longer work in dealers and operate a small business because I can control who I do business with and can weed out those with those issues and have clients with which there is mutual respect.

The suggestion that we should dump a load of greasy old parts at the foot of every clients feet is bizarre and quite frankly insulting.

 

Unless of course they ask you to, right?

D