Da Book - over by d'ere

[QSHIPQ@aol.com]

In a message dated 1/26/99 10:06:35 AM Central Standard Time,
Paul_Royal@idx.com writes:

<< I guess my real
> argument with Scott's POV is not that I am dead set against charging book,
 >but that if a mechanic does, they should be up front about it.
  >>
Totally agree.  I'm one that's up front.  My usual quoting method is "Book
hourly is xx".  Several times (right mark?), I KNOW that a particular car 1)
is not in the shape for me to make close to book, 2)  Book rate can be brutal
to the mechanic (book is the same in salty Chicago, as it is in beautiful
Pheonix) and 3) that I more often than not, stray from a straight "book" job,
because I watch for needed parts as I go into and come out of a project.  For
that, a customer gets an "A" bill.  As a rule, everyone that I see, knows
where there is room, and where there is none.  And as a rule, I find most
people have a budget, my job is to determine if that is reasonable or
realistic.  I have done a lot of educating and taken a few passes, when IMO,
my estimate of work and that of the owner are way out of whack.

The philosophy of the "book" is to give a guideline to a mechanic and a
consumer as to what is the "average" time a given project takes.  However, I
do know that if all I'm going to do for a guy is chase "book" time on every
job, then shortcuts are going to happen, the usual and customary eyes open
attitude goes away, and the belt is a belt is a belt ("water pump dripping?
Gee, you said do the belt.  Now you want the water pump?  Ok").  I argue
easily that is hardly in the interest of the customer.  And, further, I will
turn a lot of those away?  Why?  Because, when that guy comes back, pissed off
because I didn't tell him this or that, how do I explain HIS philosophy of
"book" back to him.  Why do a belt without a waterpump?  Why do a suspension
without the wheel bearings or strut bushings?  Why do a Fuel Pump without a
FF?  Why do a computer mod without a complete fuel system check?  Why do an
exhaust manifold fix without milling the EM?  ad infinitum.  "Book" rates
sometimes give you the "other" most times don't.

Is it simple?  No, not at all.  In Paul's specific case, here's a shop that
had every right to charge book, but didn't before, so Paul gets his dander up.
I see both sides of the equation to some extent, and have been on both sides
of the equation myself.  In Paul's case, I do think his shop owed him the
"repeat customer" preference of at least being advised of the intention of
"book" rate.  BTDT, I've also advised that book rate is low on several
projects, but do get the agreement by the owner what my estimation is.  I've
also lost my ass on several items, to good customers, some with the
understanding that maybe on the next project I can get back right side up.
Backing that up to be an argument for actual vs book, gets a bit more
complicated.  I personally quote book (or worse) on every car that I don't
know.  

Every project has it's own circumstances.  Being fair and consistent in
business, seems to be what gets and retains long term relationships.  If you
trust your mechanics to do the job right, I'm not sure the cost is really the
issue.  Paul, for you, it was.  Is that enough to drop the confidence.  I
don't think so, maybe just a 3 hour A rate for not asking the right questions,
and you will from now on, I'll bet.  My own opinion is that a wrench should be
able to charge you book (or more- but that all has to be up front) and it will
happen on occasion.  Remember, although YOU and your car is all that matters
to you, a shop and it's business has many of you's.  Bad, wrong and defective
parts happens.  A single bolt on a routine "book" job.  36inches of snow, and
it's de facto following of 10inches of salt.  These are all items that affect
book.  Never happened to you yet?  I'll bet it has or will, if you are lucky,
you just never knew it.

Find someone you trust, stick with them.  Over time the house (shop) isn't the
"book" winner you think.  IME, "book" is a shop target over time over many
cars.  You pay for skill, knowlege and piece of mind.  That beats "book" every
time, and isn't figured in it either, neither are his expensive toys, "book"
assumes your wrench has them.  If your mechanics legacy is to beat book every
time, and at the lowest rate, I argue you may have the wrong place to begin
with.

My .02 arbitraged thru the peso

Scott Justusson