A customer told me my shop's estimate process was confusing

This guy came in for a brake job on his Ford F-150 and said, 'Your quote just says 'brakes' and a price, I have no clue what parts that includes.' He was right. I changed our forms to list each part, like rotors, pads, and fluid, with separate lines and costs. It takes an extra minute to write up, but no one has complained since. Do you all break down your estimates by part, or just give a total job cost?

3 comments

3 Comments

thomas_sanchez23h ago

Our shop started listing parts separately last year and the customer feedback has been way better.

viola_lopez3021h ago

Makes total sense. Customers really do appreciate that kind of clarity. It just cuts down on confusion.

pat_stone20h ago

How much extra work was it to set up? We tried it once and the admin side seemed like a nightmare.