Quote:
Originally Posted by Weasel
In cases like this people can throw a bulletin at the advisers face and say "no it isn't fooking normal, what do you want on your survey again?"
When advisers take it upon themselves to determine what they think is normal is when they get in trouble where I work. They are not mechanics and shouldn't pretend to be... they are just the customer interface, like a translator between the mechanics and the customers.
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I absolutely agree, but I think the problems comes in when situations like yours are in the back of their head when they know they're not going to get paid in full for the amount of time that it takes, so people get pushed out the door and told it's normal so the shop can appear to be more efficient and cost effective by doing the jobs that actually pay a commiserate book time vs the time it actually takes.
When I lived in Alexandria I worked @ Alexandria Honda and was friends w/ the S/A there. He told me all kinds of stories about turning customers away, not fixing things completely, etc because it cut into his pay if the shop wasn't performing at a certain percentage of efficiency.
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