Real-Life Decision Making -- Solution
You fix the bike, but document the tire problem.
This is the real-life decision that shop owner Douglas Houghton made. "This
really happened to me in Daytona," he says. "And I run into this situation
all the time."
When Houghton spots a problem, and the customer does not want it fixed
right away, he not only lists repairs made, but he also lists repairs needed.
Then he makes the customer sign the ticket.
"When the customer said that he didn't know about the problem, we
pulled out the receipt with his initials on it," says Houghton.
"Any time I work on a bike, I give the customer what I call a Christmas
wish list. This is a list of things that need to be fixed. This
way, they can't sue you if you write it down on the receipt. They've
been warned."
He also says to document the problem in your computer system. "Keeping
accurate records is very important."