The Timken Co. has created the Cost of Comebacks Calculator to help shop owners’ efforts to increase profitability and improve customer satisfaction.
Comebacks can cost more than business owners might think. From the time spent handling the transaction and warranty claim, to purchasing replacement parts and doing the job again – not to mention tying up service bays when other work is waiting – customer comebacks decrease profits.
The Timken Cost of Comebacks Calculator shows auto technicians and installers what comebacks can really cost. In one example, a repair center that performs three wheel-hub assembly replacements a month can save up to an extra $1,300 annually by steering customers from economy parts to high-quality parts.
“There’s also the cost of your reputation to consider,” said Brett Blauner, automotive national sales manager for Timken. “A comeback is bad enough, what’s worse is possibly losing a loyal customer. Studies suggest an unhappy customer will tell between 9 and 15 people, and 91 percent of dissatisfied customers won’t complain to you – they just won’t come back. Likewise, you’ll probably never know how much business a bad online review is costing you. Economy parts may save a few dollars up front, but is it worth the potential risk of losing a loyal customer due to a comeback?”
Timken has created two videos to help technicians and their customers understand the importance of using quality parts to seek to minimize automotive repair comebacks. Installers can review the video to consider what makes the cost of comebacks significant. Shop owners can share the videos with their customers to help them understand the importance of quality parts to do the job right the first time. Videos can be found at https://www.timken.com/comebackscalculator/.
Timken supports professional auto repairers with the products and technical expertise that keeps service centers finely tuned. AAPEX 2018 attendees can learn more about avoiding rework, non-billable labor and lost opportunities by visiting Timken in booth No. 3018. Showgoers also can use this time to enter their data in the comebacks calculator to reveal their hypothetical savings potential.
