Tip from the Old Man
At Eilenberger’s we pride ourselves in several things, but perhaps the one thing we take the most pride in is being an honest shop. We simply will not tolerate any type of dishonesty between our customers and our employees, employee to employee, between us and our vendors, etc.
However one aspect of honesty we have a little trouble with is withholding important information from
our customer because the knowledge may upset him. Let me explain; it is the policy in our shop to do a thorough courtesy vehicle inspection (CVI) at no cost to the customer every time we have his vehicle in the shop for any reason. We do this for; the safety of our customers, to protect us from liability, to find the work that should be done on the vehicle, and to give our customer an evaluation of the condition of their vehicle, In short we want to be sure the customer understands the true condition of his vehicle when he leaves the shop. The problem is some customers do not understand the moral reasons we do this. They think the only reason is to “upsell” the job. It is true if the work is to be done we want to do
it. But this is only one reason. The more important reason is so the customer knows the true condition of his car, his options, and consequences. It is always the decision of the customer that rules what we
do if anything about the conditions found.
We have been told and believe that it is an unspoken expectation of customers that they be told the complete truth about their car. There is a tendency of people to “sugar coat” the truth at times when it may not be what the customer wants to hear. I simply think this is dishonest and creates a potentially dangerous situation. If I were to see my doctor for a pain in my leg and his examination indicated I had a serious condition that was going to be painful and expensive to fix, I would not be happy with him if he told me I was just getting older, even if in his opinion the pain and expense was not worth the few years I have left before I am expected to die anyway. I would want him to be honest with me, tell me the
complete story and let me make an informed decision for the path forward.