Episode 79: I’ll Pay It — But I Won’t Be Back: The Truth About Fees – Fixed Ops Focus with Dave Rogers and Steve Shaw
Episode 79 of Fixed Ops Focus. Fresh off 10 days on the road, Dave Rogers shares his thoughts on fees. Taxes, fees, hospitality fees, resort fees, shop supply fees — every fee you could possibly charge. This one goes quick: 20 minutes, out the door.
But here’s the real question Steve and Dave land on: what do all these fees do to customer retention? Because a customer might pay the fee… that doesn’t mean it makes them happy. And customers who feel nickel-and-dimed don’t come back — no matter how “standard” the fee is. Fast, funny, and a little too real.
Pro tip: to drop the shop supply fee entirely, divide your annual shop-supply dollars by your customer-pay billed hours and add that to your door rate — you recover the same money without the fee that annoys customers.
A few highlights:
- Dave’s take after 10 days on the road
- Taxes, fees, hospitality fees, resort fees, shop supply fees — all of it
- The fee that quietly annoys every customer
- Fees vs. retention: “I’ll pay it, but it doesn’t make me happy”
- 20 minutes, out the door
Subscribe and hit the bell so you never miss an episode of Fixed Ops Focus.
Learn more & work with us:
https://steveshawuniversity.com
https://FixedOps360.com
https://ServiceAdvisorFoundations.com