In my state, car inspections are done by local garages and you pay for the inspection.
My car failed so badly I sold it to the local scrap yard for $150 rather than pay $3,000 to get it fixed.
One of the many things it failed for were the tires. The local garage said the tires were dry rot and would need to be replaced or the car could not pass inspection and be driven.
Here’s where it gets interesting. When I put the car in for inspection, I also asked them to rotate the tires, obviously not realizing the tires could no longer be driven on safely.
So, here’s what the folks at the garage did: they failed the car for inspection, then rotated the tires and charged me $20 for the rotation.
Well, that just didn’t seem very logical to me, so I questioned the bill. The explanation that they were just doing what I asked them to do when they rotated the tires did not satisfy me. So the “customer service manager”, in an attempt to display how they were looking out for my interests, went on to explain that they at least did not charge me for the emmissions inspection sice, knowing that the car failed for so many things anyway, they decided to not do the emmissions inspection.
Well now, that was quite nice of them to not charge me for work they didn’t do, but I expect a bit more from folks I have been bringing cars to for several years.
I know it might seem unreasonable to some, clearly these folks are in that category, but I don’t expect them to perform work that is clearly not needed and charge me for that work either.
I pointed out that not charging me for work not performed does not justify charging me for work not needed, so she offered to split the difference and knock $10 off the cost of the next visit.
I politely cancelled future appointments and explained that would not be necessary since I would be taking my business elsewhere in the future. She seemed unfazed; apparently business is so good they no longer need me as a customer. With dozens of garages in the area, not surprisingly I don’t need them either.
And that, my friends, is how you lose a customer forever and potentially future customers who will never be recommended to grace your establishment by this rather displeased ex-customer.
It isn’t about the $20, nor the $10… it is about trust. I can no longer trust that these folks are not going to perform unnecessary work just to pad the bill. That trust was already diminished because they billed me for this work, but I was willing to give them an opportunity to correct what may well have been a mistake. Since the “customer service manager” confirmed that it was not a mistake and in fact a conscious decision to charge me for unnecessary labor, that trust is gone for good.
You would think that, with folks like me being very careful where we spend money these days, they would have been a bit more careful with the trust I loaned to them.
Too bad really…
Folks, if you own a business, please keep in mind that there are others like me voting with our wallets, and there are less and less “votes” to go around these days.