The Washington times., 1924-10-29
SERVICE.
ON SOUND
BASIS
Satisfactory Performance l.
Not Sufficient to Win Own
er's Satisfaction

G6od performance alone does not
imply that the owner is completely
satisfied with his motor car, ac-
cording to Ray Senlmes local Dodge
Brothers dealer.
1T takes good service, in addition
to the good performance. to win
his complete and enthusiastic en-
dcrsement," he said.
He pointed out the fact that
Dodge Brothers. while constantly
improving the quality Of their car
and thus reducing the necessity for
service, are at the same time giving
the service question more and more
attention as one of the fundamental
issues i1 the volume production and
sale of automobiles.
This month, for example, Dodge
Brothers, are advertising to the
world, "You Know in Advance
Dodge Brothers dealers Everywhere
have a fixed charge for every serv-
ice operation" 1t is perhaps the
first time that large manufacturer
to the subject Of service.
Years Of Study.
Dodge Brothers gave years Of
study to. the development Of a
service plan that could be applied
with equal fairness and efficiency to
their entire organization Of dealers. :"
said Mr.. Semmes. when this
plan was finally evolved, it meant
more years of intensive educational
work in getting established and in
Operation in the thousands of
dealerships. Today they have ar
rived at the point where 1t can be
tvuthfully said that any, Dodge
Brothers owner, anywhere, can
learn in advance just what 1t will
cost him for any work that his car
may require. Guesswork and I'M
pleasant surprises in service DIS
have been eliminated.
1.-THE plan through which this en-
viable position was realized Is known
as the flat rate service system. Oth-
ers have advocated it but in no case
has 1t been so universally adopted.
II believe that this system mas
done more than was ever accom-
plished before to solidify and height
en- the enthusiasm Of Dodge Broth
ers motor car owners.
Mr.. Semmes explained that the
| fiat rate system was not put into
effect until tests had determined a
reasonable time allowance for every
conceivable service job. On the basis
Of these tests, maximum working Pc
L : n, a n
are now required to complete every
job within the allotted time.
Change Variable.
Thus the service superintendent is
able to estimate within a few min
utes how long it viii take to finish
a job. Basic charges are supplied
by the factory with the basis time
periods. While these charges are
variable, according to the overhead
cost in each community, the differ
ence is never great and the factory's
maximum reasonable charge is never
surpassed.
AS rule, mechanics are also paid
by the job. They are allowed so
much time for the operation and
must do the work in satisfactory
manner or do it over without pay.
This reduces waste of time and in
creases efficiency. The natural re-
suit to the owner is better work in
shorter time and at lower cost.
Free Service Not Fair.
Mr.. Semmes added that Dodge
Brothers have never countenanced
so-called free service.
"It is now obvious to most people
that free service must be paid for
somehow by someone" he said.
''The usual way is 70 add enough to
the selling price on the car to cover
the free service item. The injustice
of that, however, is that you may
never require more than a few dol
lars worth Of service, while some
other buyer needs ten or twenty
times that amount and vet you both
pay equally. Dodge Brothers own
ers pay only for what they them
selves get-not for what someone
else may need"