Under Goodyear's new policy, technicians' wages will be adjusted so that their net income levels will stay the same, though mechanics will also become eligible for merit raises. The raises will be based on safety records, store performance and customer repeat business. Store employees are required to sign and abide by a 17-point service sales policy, which includes:
No unneeded service or repairs will be recommended or performed (excluding preventive maintenance services).
No service will be performed without customer approval.
Customers are to be provided an invoice that clearly defines all work performed. All parts other than new must be so identified.
The policy also states that such phrases as, ``It's dangerous or unsafe,'' and, ``We can't perform the services you want without the additional repairs,'' are to be avoided.
``Do not tell a customer that their brakes or shock absorbers are `shot,' '' the policy states. ``Explain the condition, the advantage of new shocks or brake replacement and why you are recommending replacement now.''
Violations ``will be subject to severe disciplinary action, including immediate dismissal.''
The new Goodyear plan also includes continuation of programs such as consumer toll-free assistance and ongoing technician training.