I just got beat up by my company last week for two negative surveys. One was the tire pressure wasn't set and the other was the service reminder light wasn't reset.

Seems only fair to me that I should have a survey sheet for customers to even the playing field. When a bargain hunter comes in for their twenty dollar oil change, rotate and FREE forty point inspection, problems will arise when I get paid twenty-four minutes for a job that takes an hour.(Remember, I work "Flat Rate").

Some Tech survey questions might ask something like this:

* Did the customer have their wheel lock key available to me? No(Chances are they don't even know they have wheel locks)

* Did the customer have the keys I need to get into and start their vehicle? No( I don't need the thirty other keys on their key ring)

*Did the customer have valid insurance and registration cards? No( more than likely they expired last year).

* Does the customer realize that job may take and hour? No (They pace the floor and think they are at McDonald's/fast and cheep).

* Did the customer know how to reset their maintenance reminder light? No ( The info is hidden in that thing called a "Owners Manual" in the glove box still wrapped in cellophane).

* Did the customer present their vehicle in a somewhat clean condition? No (It's a filthy miss that I wouldn't let my dog enter).

* Was the aftermarket alarm system put in valet mode? No (My ears are still ringing and the alarm is still going off).

* Did the customer know what their tire pressure should be? No (They didn't know there is a sticker on the B pillar that they can see when they open their door. Also refer to question #5)

Survey score....Zero.

Ron Stabb
Owner/Technician
RTS Automotive
Glen Mills, Pennsylvania, USA