The dealer is sitting at his desk talking on the phone.
“No, we’re fine. We’re fine. Okay. Bye. Hey Pam?” He stops the office manager as she passes by his office and asks her to come in.
“Can you come in here? I was just talking with the rep. We’re not having any issues with our daily reconciliation, are we?”
“Any? I don’t know. The same as what we’ve always had.”
A flashback to last week begins and we see customers picking up their vehicles from the service department.
“Well, last week a customer came in to pick up his car after his oil change and Tonya cashes him out and then he’s on his way.”
Back in his office, the dealer is confused.
“Sounds okay so far.”
The flashback starts again. We see Pam, the office manager, checking a printed receipt with a report on her computer screen. The phone in Ed’s office rings but there is no one there. Pam walks over to Ed’s office but he isn’t there. After lunch, Pam calls him again and goes back over there. Ed is sitting with a service advisor and he isn’t sure why the dealership is over $54.
“Well the next morning, I get all the receipts. I double-check everything in the system and it isn’t matching up. I can’t figure why we were over $54. So I called Ed in service but he didn’t answer. So I walked over there but his office was closed. So I called him again after lunch and he still didn’t answer. So I had to walk all the way over there again. I asked Ed about the $54 and he wasn’t sure either. So I made a note to come back to it later so I could focus on getting payroll done.”
Back in the present, Pam sits down at the dealers desk to get to the juicy part of the story. “Okay.”
In the flashback, we see Tonya accidently charge a customer $82 instead of $28.
“I haven’t even gotten to the good part yet. So just before five, Ed comes in to my office. He says he’s got an angry customer who was overcharged on their oil change. Guess how much they were overcharged? $54!”
Ed is in Pam’s office.
“We charged a customer $82 for an oil change?”
The dealer is even more confused now.
“Yeah. Tonya, bless her heart, she accidently typed in $82 instead of $28.”
We see Tonya punching in the incorrect amount to charge the customer.
“What about the customer?”
“Well, we had to issue a complete refund. I mean, I can’t go back and charge them $28 now, right?”
Pam is adjusting the payment amount in the system so everything balances.
Back in the dealer’s office, he is flabbergasted.
“And that’s the normal process?”
“Yeah but sometimes we catch it before the customer does so I mean, that’s good, right?”