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I'd have to say that Mike is the voice of experience on this one. If they charged you an hour labor to do something and did it in less time there is nothing wrong with that. Let's look at it this way, if they qouted you 1 hour labor to do something on your car and it took them 3 hours (for whatever reason) would you fell compelled to pay them another two hours? Heck no you would not, and believe me this happens often enough. Now let's say a technician has 30-40K in tools and 10+ years invested in his trade and countless hours of training and testing to stay on that cutting edge. You would want this guy to work on your car versus some newbie trainnie that doesn't know his butt from a whole in the ground. Now this veteran's experience and knowledge are going to allow him to bang through your service much faster than the newbie, so you should pay the newbie more because it took him longer and pay the veteran Master tech less because he hammered right through it and it is right and tight? NO that is not the way it works. You should be rewarded for your experience, talent, and ability to get the job done.
Now as far as quotas go, well yes and no. There is no set in stone "you have to sell this much or else" deal, but these guys (writers and techs alike) are pure commission. The more they sell the more they make. Take your throttle module for instance, it could be a case of a greedy tech/writer or it could honestly be a case of a master tech who has seen a thousand of these and he knows, based on the symptoms your vehicle is displaying, that sooner or later that module is going to take a crap and leave you stranded. Believe me if he is working in a dealership he probably has done a thousand of those darn things. Now VCNA (Volvo Cars North America) not the dealership has always got an incentive program going and there are a couple of things that factor in here, 1) your customer call back scores 2) the amount of cars you sell in a year and 3)the amount of parts you sell. The parts sales is usually a plateau thing, there are various levels that equate to various amounts of money and the number of cars you sell is your multiplier. You can sell the same amount of parts as the next dealer but move more cars and this will equate to a larger quarterly bonus. The call back survey figures into it also and if you are not in the high 90% range you can forget about the whole thing. Now this usually means anywhere from $500,000.00 to well over $1,000,000.00 in added revenue to the dealership and often times it is shared with the employees. I know that if we did our part we often would receive thousand plus dollar bonuses. So there it is in a rather larger nut shell.
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