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Pep Boys - Manny, Moe & Jack Message Board

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  • martha_on_the_ragg2 martha_on_the_ragg2 Oct 24, 2007 11:14 PM Flag

    Pre-Service Disaster

    When PBY is not making any earnings anyway, how bad a hit to earning do you think it will take to knock some sense into the suits at the top?

    They just want you to spend more money unquestioningly.

    It's a fine business model designed to shake as much money from loyal customers and keep hitting them for more as long as they come back.

    Haven't you figured this out yourself yet??


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    • Another bone headed idea, by bone headed folks. The employees will not buy into it, the customers dont want it. Again throwing $hit against the wall to see what sticks.

      What a shame, this once was a great place! :(

      • 1 Reply to pepisok
      • This seems to be an industry wide trend. People at the top are convinced that thorough "pre-job" inspections of customer vehicles will bring in additional money.My opinion is that is wastes alot of time. Most customers do not want it. Blowing 15 minutes on a car that is new or hass recently been checked or for a customer that will not buy additional items is a waste of valuable time for the tech and the customer. If customer service is a focus point it should be offered free upon request only.Somehow upper management thinks that this process also releives the shop ofcertain liability claims----I disagree. From what I see all it does it cause additional work and delay. A customer that waits an hour for a twenty minute oil change on a 2006 or 2007 car with low mileage does not want to wait an additional 15 minutes while some poorly qualified oil change jockey pretends to be a mechanic and checks things on the car that can't be bad yet. Many national chain service companies now have mandatory "PMA" or vehicle inspections. I am sure the independent repair shops will benefit from the large idiots using this practice, If Pep wants to be a leader they should take an innovative approach and offer this as a "free service upon request"