Community Discussions

Okay, a lot of you know that I work in a small engine repair shop.  This kind of leans towards OPE, but in general all kinds of things that need to be repaired.

Question:     A person calls repair shop (electronics, small engine, vehicle etc...) says they need the whatever repaired right away, yesterday if fact.  They proceed to call every hour on the hour until you can say the thing is done.  Then doesn't show up for weeks to pick up this thing they needed right away, what does the repair shop do? 

Sherri

charge a storage fee.......................

we do it at work for the customers that just have to have it yesterday and then let it sit on our lot for months..............

bill

We tried that to an extent here a few years back.  People were inclined just to leave their repaired 'junk' here and not worry about it at all.

But I think that I'm going to try and do that again.  For example we've had outboard motors here for years, the people that own them don't live in Canada and they call to check up on their motor and to say that they will pay for it when they come back to Nova Scotia.  The problem is that they just don't come back and without an address it's hard to send a bill.  So other then racking up a huge storage bill and being in the way, what are we supposed to do?

Sherri

If you have told them numerous times, and you don't have the address, but the phone number, then call them and tell them their equipment will be sold in 10 days.  I would put a sign up from now on, "after 20 days we charge a storage fee for items not received, then  after 45 days we are subject to possess them."  Something like that.     
Is that something you'd be interested in doing?

Ask an attorny. I think you can sell them after a period of time as long as you do some required things like posting etc. Maybe not?

Sherri,
Big, fat deposits when they bring them in helps. Get enough too cover at least the cost of the mechanics time and parts.
If the machine turns out too be junk (Cost of repair exceeds value of new.) Then at least you get them too come back too pick up thier deposit money and make the decision on what they want done with it. (Take it or toss it.)
Some people get indignant about it.....and insist that you already have thier valuable property as collateral. (Remind them that a lawnmower store doesnt need another lawnmower.) Show them your junkpile behind the shop.
When we get the "gotta have it guy", my people up front know that they have too check with me before they do anything. I run a service history check on my computer in the shop. We keep pretty tight records and notes on our customers. We have a special code for certain situations. The "PIA" code tells me that we have someone special up front. I send those customers down the road too a competitor. (Our competitors do the same...so there is no net loss of customer base.)
Have the clause on the work order....."If not picked up in 30 days, the machine gets put into a big crusher on day 31." We make them sign it. That motivates some.
If they still dont "get it"......Get Chris a big ol' bottle Screech and goad him into making some nasty phone calls late Saturday night or early Sunday morning. You should see a line up at the store on Monday morning.

Hi...

Good advice...

As Marshall says... find out what's "legal" first... "deadbeats" usually know the ropes... then do the proper "incentives"...

Dave...