Episode 73: What’s Your Dealership’s Return Policy? (You Might Not Have One – Fixed Ops Focus with Dave Rogers and Steve Shaw
In Episode 73 of Fixed Ops Focus, Steve Shaw and Dave Rogers start out talking service marketing — and this one goes absolutely everywhere. From free diagnosis, to rechecks, to the one question Steve loves to ask: “What’s your dealership’s return policy?”
We get into the messy, real questions every service department has to answer but rarely says out loud. What actually happens in a recheck? Does the tech get paid for it? Does the customer pay? What’s the right call? This conversation is all over the map — and honestly, it’s a fun one. We laughed… a lot.
If you run a service drive, you’ve lived every one of these — and you’ll want to hear how we think through them.
In this episode:
- Service marketing — where it starts and where it goes
- Free diagnosis: smart offer or slippery slope?
- Rechecks — who pays, the tech or the customer?
- “What’s your dealership’s return policy?” — Steve’s favorite question
- The gray areas every service department has to navigate
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