v8klla
03-26-2008, 07:44 PM
The MAPerformance mission statement: Enhance the customer experience throughout the automotive performance industry.
I would like to take a moment and share my thoughts on this topic as our standpoint on the subject is apparently not as clear as I had hoped.
We come into work every day with the goal of modifying the automotive performance industry for the better. In regards to repair labor we focus on customer service and quality workmanship to accomplish this goal. We conduct ourselves with honesty and integrity in regards to billing as well as the work performed.
Over the past two years we have had a few situations in which this philosophy was questioned, and such accusations are not taken lightly. As such I have a few points I would like to make clear:
- We will NEVER charge a customer more than the actual time spent on their project. There are times in which an original estimate may be exceeded based on unforseen circumstances or additional work necessary, but these additions will be conveyed to the customer for authorization prior to the work being performed. It is important to note that we must charge for time spent diagnosing and/or resolving these issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.
- We pride ourselves in the quality of our work. As such, no vehicle will leave our facility with a broken component or missing parts UNLESS the vehicle was brought to us in such a condition. It simply will not happen. In regards to warrantying our work we absolutely will as no matter how hard we strive for perfection it is simply not possible. However, it is important to note that if the issue is found to be unrelated to the work performed we must charge for time spent diagnosing and/or resolving these issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.
- In regards to the work performed we will complete the work that the customer requests. And although we will make recommendations in regards to further issues with the vehicle, we will not remedy said issues without express consent of the customer. For example, if you bring in a 15 year old car with a bad clutch, you will receive a 15 year old car with a new clutch upon completion of the work. If there were further issues with the vehicle prior to the work performed, they will be present after the work has been performed unless the customer requests that they be remedied! Once again, it is important to note that we must charge for time spent diagnosing and/or resolving the issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.
I hope the pattern above is evident, as well as our stance in regards to business ethics and integrity. We are not the stereotypical automotive repair shop, and we will at no point take advantage of our customers for a financial gain. However, we do have expenses to pay for and employees to feed. We simply cannot work for free...
Chris Carey
I would like to take a moment and share my thoughts on this topic as our standpoint on the subject is apparently not as clear as I had hoped.
We come into work every day with the goal of modifying the automotive performance industry for the better. In regards to repair labor we focus on customer service and quality workmanship to accomplish this goal. We conduct ourselves with honesty and integrity in regards to billing as well as the work performed.
Over the past two years we have had a few situations in which this philosophy was questioned, and such accusations are not taken lightly. As such I have a few points I would like to make clear:
- We will NEVER charge a customer more than the actual time spent on their project. There are times in which an original estimate may be exceeded based on unforseen circumstances or additional work necessary, but these additions will be conveyed to the customer for authorization prior to the work being performed. It is important to note that we must charge for time spent diagnosing and/or resolving these issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.
- We pride ourselves in the quality of our work. As such, no vehicle will leave our facility with a broken component or missing parts UNLESS the vehicle was brought to us in such a condition. It simply will not happen. In regards to warrantying our work we absolutely will as no matter how hard we strive for perfection it is simply not possible. However, it is important to note that if the issue is found to be unrelated to the work performed we must charge for time spent diagnosing and/or resolving these issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.
- In regards to the work performed we will complete the work that the customer requests. And although we will make recommendations in regards to further issues with the vehicle, we will not remedy said issues without express consent of the customer. For example, if you bring in a 15 year old car with a bad clutch, you will receive a 15 year old car with a new clutch upon completion of the work. If there were further issues with the vehicle prior to the work performed, they will be present after the work has been performed unless the customer requests that they be remedied! Once again, it is important to note that we must charge for time spent diagnosing and/or resolving the issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.
I hope the pattern above is evident, as well as our stance in regards to business ethics and integrity. We are not the stereotypical automotive repair shop, and we will at no point take advantage of our customers for a financial gain. However, we do have expenses to pay for and employees to feed. We simply cannot work for free...
Chris Carey