One of the reasons my Dad left the dealerships and went in for himself was their flat rate deal. In his case he got tired of seeing customers being ripped off paying flat rate price on a job that often took only 1/4 of the time the book called for.
Now days, if the dealerships would hire, (((or could find them to hire them, is more the problem0))) more guys that were actually mechanics, and not parts changing technicians, they wouldn't have to worry about so many comebacks. Not to mention with the poor quality of many parts now days, it doesn't make things any better. Top that off with customers that know so little about anything related to their vehicles, and the dealerships having to kiss their hind ends in an attempt to keep them happy, even when the problem isn't their fault, and things go even further South.
Personally I couldn't deal with the general public like dealerships do. I do my best to inform, and educate my customers who don't know. If I tell them about something that needs to be repaired, or that I find while doing another repair, I always let them know, and then note it for myself, and often on their invoice, and let them make the decision to repair or not to repair.
In the end, it's all about doing the job right the first time, but if there is a problem, you've got to man up, and admit your fault, and make things right. Do this and you'll have a customer for life.
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