Olly
Yes we passed the savings on to the customer.
I don't want to make it sound as simple as we cut them a check because t that's not how it was done. We were looking at the gross profit side of our service departments and saw it dropping due to increased wages and discounts to the customer on labor rates. The simple thing to do would have been to raise the rates.
The cost savings we gained from GPS allowed us to bring the GP up to an acceptable level without raising the rates to the customer.
I have always felt that before you raise your rates you should look and see if your house is in order. If it is and there are no more ways to get your profits to the expected level then you have earned the right to raise your rates.
It is sad to hear the recent stories posted about using GPS.
If management continues to use it this way then they will lose people. In my opinion it is deceitful to not communicate with your employee's