Quantcast
Jump to content

Reverse Opposites - Opposite attitudes, By the way repairs, all reverse the daily progress


Recommended Posts

Posted

Reverse Opposites

Lots of cars come into a repair shop for one specific problem, but before the car is even in the service bay the customer will say, “Since you (or the short version, “Sinchya”) have the car here, could you do “XXX” repair too?” Sometimes it might be a related problem, but most of the time it’s something far removed from the original issue. Now, unexcitingly, the mechanic has to reverse gears and setup to look at this “By the way” issue. It is almost always completely opposite from the original problem, requiring totally different tools and testing methods.

For instance, the car may come in for a routine brake job, but they’ll ask, “Sinchya got it here, could you take a look at the rear speakers that are making a load crackling sound when the radio is turned up full blast.” Or, when a customer asks if they could swing by so you can fix their power outlet while they run a few errands. You’re busy, but you slide it in between jobs. Just about the time you’re putting away the tools . . . the phone rings. It’s the car owner, “By the way, could you look at the emergency brake while you got it there?”

The mechanic answers, “No problem sir.” Although the car that’s on the lift either has to be finished or moved off, so he can get his up in the air, and of course… he’s in a hurry. Ya just never know what that “Sinchya” or “By the way” might turn out to be. I can’t imagine somebody asking their doctor to add some other procedure, while they’re in the surgery room and he’s just about to close up a delicate operation, but cars are different and most mechanics are used to the added work. That is, as long as the customer realizes adding more “Sinchya’s” also means additional costs.

These “Sinchya’s” work two ways, though. Every now and then a car comes in for one repair, and it’s the mechanic who finds something else wrong. Now the mechanic has to ask, “By the way, sinchya got it here we should take care of “XXX” problem too.”

Granted, bringing your car by for a quick wiper blade change only to find out there’s a hole in the radiator may not fit into your schedule, but what do you do? Deal with it and get it fixed, but it’s probably the opposite of what you had planned to do with your afternoon.

These reverse opposites can come in all kinds of forms too. Sometimes it’s the car that throws the curve ball into the game. Say, the car is in for a scheduled repair and the technician lowers the driver’s window, but the window track or cable is faulty. Or, let’s say you need the charging system checked, and as the mechanic makes the turn into the service bay the CV snaps. You might be saying, “Oh, that would never happen. You’re making that up.” You’d be wrong, because I’ve seen both. Now…to tell the customer all about this new... unrelated... and sometimes costly repair so they can drive the car home again. You know, “Sinchya you’re here and all…”

On the flip side of those situations there’s the ever present scenario when a customer picks up their car, and immediately calls back saying something that wasn’t a problem has now become a problem. It could be a major issue, or it could be as little as to why did somebody move the floor mat. Ya just never know. Let’s face it, mistakes happen on both sides of the service counter, and cars, new or old, can have some sort of failure lurking in the background just waiting for their chance to pop up.

Take the time a guy brought a car in and wanted to find out why his park lights kept blowing a fuse. He had already tore apart most everything inside of the car, as well as the trunk. The owner couldn’t find it, so it’s up to the repair shops now. The problem was found in no time, and just to be courteous the mechanic took it upon himself to reinstall all the trim as well as the center console at no additional charge to the customer. The customer picked up their car, paid the bill, and was off with a smile. Two weeks later, the same customer is back at the service counter. But, with a completely opposite attitude about his car and the service provided.

The headlights aren’t working now, and of course… it’s the mechanic’s fault. Then, just to make sure that everyone knew that it was all due to the mechanic’s inability to do his job, he added that when the mechanic reinstalled the console he trapped the driver’s seat belt under it. Talk about a complete opposite and reversal of attitudes! Sure mistakes happen, and it could be a result of the last work that was done, but seriously, there’s better ways of handling things, ya know.

My only question is, when the guy originally picked up the car did he not put his seat belt on, let alone avoided driving after dark for two weeks? If it was a problem at the time he picked the car up, why didn’t he just walk back up to the service counter and mention something about the seat belt then?

Or let’s take the scenario of a drivability test for example. The technician grabs the keys and heads out for a long stretch of open highway for a test drive. Within a mile or so those red lights start flashing in his rearview mirror. It looks like the state trooper wants to talk to the mechanic.

The officer walks up to the driver’s window and says, “Did you know your tag has expired? In fact it’s been expired for over two years.” Now seriously, mechanics have to test drive cars all the time and seldom does he/she ever think about whether the tag is up to date.

Considering the fact the customer just drove it up to the shop why would you even assume it wasn’t legal for the road? Mind you, if it’s some sort of car that’s been in moth balls for years, there’s a good chance you might take a gander at the license plate. But, do ya think anything was ever a mentioned to the service writer that the car didn’t have a current tag? Probably not. This is one of those times when the mechanic wishes the reverse would have happened. You know, let the customer get pulled over instead. But, luckily opposites do attract as they say. The customer called the next day and said they just got pulled over too. He thought it was funny, I thought the opposite.

 

Complaints and problems can come from any direction and from anyone that’s involved. The lack of information and the lack of understanding of how problems crop up are all part of this job. Now, if somebody could ever figure out a way to reverse the opposites before the opposites become the reverse of progress... let me know.


View full article

  • Like 3


Posted

Haha, yes don't we all know these people.. Love the ones that call and ask if they can bring there car by for you to take a quick look why a headlight is out, so in your busy schedule you agree, thinking it won't take but a a few minutes should be able to fit it in. You see them pull up as they said they would, they go inside fill out the repair order, give you a quick wave as they walk away saying that they will be back in an hour or so. You go up grab the ticket they just filled out and find

 

1. replace burned out headlight

2. LOF (lube oil and filter)

3. check all tire pressure

4. rotate tires

5. check brakes

6. check air filters (cabin and engine)

7. check all fluids (top off what is needed)

8. check belts and hoses

9. check wiper blades

10. phone charger not working (fuse) ?

11. noise in left front going over bumps

 

then at the bottom of the repair order they leave you a little note .

 

Thanks, I will be back in an hour or so , thanks for fitting me in today, oh yea by the way I also think I may have a bit of an oil leak can you check that while you have it on the lift...

  • Like 1
  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
  • Similar Topics

    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Brian and Hallie break down Google Local Services Ads (LSA) and how auto repair shops are using them to bring in more leads at lower costs. Unlike traditional Google Ads, LSA charges per lead instead of per click, making it a cost-effective approach to customer acquisition. Some shops have reported leads as low as $7 per call.
      They cover how to set up LSA, key verification steps, and ways to optimize a shop’s Google Business Profile for better rankings. The discussion also explores how specialty shops can use LSA effectively and when Google Ads might still be useful.
      With LSA now open to auto repair shops nationwide, early adopters have a clear advantage. Brian and Hallie explain how to make the most of it and why now is the best time to get started.
      Thank you to our friends at RepairPal for providing you this episode. RepairPal is the key that unlocks more business for your repair shop. Learn More at RepairPal.com/shops.
      AppFueled makes marketing easy. It’s a CRM designed for auto repair shops with tools like segmentation, reminders, and even a call center. Don’t wait—get started today at appfueled.com
      Lagniappe (Books, Links, Other Podcasts, etc)
      Google Local Service Ads
      AutoOps - Scheduling Tools for Auto Shops
      The Google Guarantee
      Google Screened
      Keywords in Reviews – Adding Fuel to the Fire
      Show Notes with Timestamps
      Introduction to the Episode (00:00:01) Brian Walker introduces the podcast and guest, Hallie Wassinger, discussing the importance of Google Local Services Ads. Overview of Google Local Services Ads (00:02:53)  Hallie explains the recent availability of Google Local Services Ads for auto repair shops across the U.S. Historical Context of Local Services Ads (00:03:25)  Discussion on the past availability of Google Guaranteed Ads and their expansion to auto repair shops. Current Availability and Limitations (00:04:38)  Hallie details the current state of Local Services Ads for tire shops and their limited availability. Cost Structure of Local Services Ads (00:05:34)  Introduction to the pay-per-lead model, highlighting its differences from traditional Google Ads. Service Categories for Auto Repair (00:06:45) Hallie outlines the specific services auto repair shops can advertise under Local Services Ads. Lead Generation Process (00:07:44)  Explanation of how leads are generated through phone calls or messages via the Local Services Ads dashboard. Ongoing Maintenance of Ads (00:08:31)  Discussion on the necessity of monitoring and rating leads to optimize the ad performance. Success Stories from Beta Testing (00:10:55)  Brian shares a success story from Chris Cotton, highlighting low lead costs achieved through Local Services Ads. Lead Cost Insights (00:11:39)  Hallie provides average lead cost data, emphasizing the effectiveness of the ads for auto repair shops. Visibility of Local Services Ads (00:12:18)  Brian describes how Local Services Ads appear prominently in search results, enhancing visibility. Google Screened vs. Google Guaranteed (00:13:02)  Hallie explains the differences between Google Screened and Google Guaranteed, focusing on their application processes. RepairPal Sponsorship Message (00:14:27)  Brian thanks RepairPal for sponsoring the episode and discusses the benefits of being in their certified network. App Fueled Sponsorship Message (00:15:32)  Brian introduces App Fueled, promoting their customer loyalty app for auto repair shops. Verification Process for Shops (00:16:33)  Hallie outlines the verification process for shops to join Google Local Services Ads, including necessary checks. Verification Steps for LSA (00:16:50)  Overview of the verification process for auto repair shops applying for Google Local Services Ads. Challenges with Specialty Shops (00:19:14)  Discussion on difficulties specialty shops face with Google Local Services Ads targeting. Specialization in Google Ads (00:20:03)  Insights on why specialized shops may benefit more from traditional Google Ads. Opportunities with LSA (00:22:05)  Exploration of the current opportunities available for shops using Google Local Services Ads. Cost Benefits of LSA (00:23:13)  Comparison of lead costs between Google Local Services Ads and traditional Google Ads. Importance of Google Business Profile (00:24:29)  Discussion on how optimizing Google Business Profiles impacts LSA ad performance. Role of Reviews in SEO (00:27:40)  Emphasis on the significance of keywords in customer reviews for improving visibility. Optimizing Photos for LSA (00:29:42)  Best practices for managing and updating photos in Google Local Services Ads. Pricing for LSA Management (00:31:01)  Details on the costs associated with managing Google Local Services Ads for shops. Introduction to LSA (00:33:47)  Discussion on the performance of Google Local Services Ads and how to get started. Discovery Call Process (00:34:15)  Details on scheduling a discovery call and assessing local competition for LSA. Final Thoughts on LSA (00:34:38)  Emphasis on the importance of early adoption of LSA for auto repair shops. Self-Management of LSA (00:34:40)  Advice on running LSA independently, highlighting the required time and dedication. Closing Remarks (00:35:29)  Thanking listeners and sponsors, and encouraging engagement with the podcast.
      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 
      Thanks again for listening to The Auto Repair Marketing Podcast on Aftermarket Radio Network. There are some other great shows on the network and you can find them at AftermarketRadioNetwork.com or on your favorite podcast listening apps like Spotify, Apple Podcasts, Google Podcasts, and many others
      Thanks to our Partners,
      RepairPal at https://repairpal.com/shops. Quality Car Repair. Fair Price Guarantee.
      App Fueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”
      Aftermarket Radio Network
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By Changing The Industry
      Episode 209 - The Path to Becoming a Rock Star Service Advisor with Samantha Higdon
    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Marketing isn’t just about spending money; it’s about strategy, creativity, and knowing what actually works. That’s exactly what Brian and Kim Walker unpack in this conversation with Doug DeLuca, owner of Boca AutoFix, who built a thriving auto repair shop without ever working as a technician before opening his doors.
      Doug’s IT background gave him an edge, helping him master SEO, content marketing, and social media, all while running his shop. He shares with Brian and Kim how he tracks data, refines his messaging, and attracts the right clients using unconventional but effective methods. From leveraging Facebook groups to pull in college students to secret-shopping a quick-lube competitor for blog content, Doug proves that marketing success comes from being proactive and intentional.
      This conversation tackles why not every shop needs Google Ads, how to structure diagnostic fees without scaring off clients, and the importance of community involvement. Doug’s hands-on, data-driven approach to marketing offers real insights for shop owners looking to take control of their marketing and maximize results.
      Brian, Kim, and Doug break it all down, giving shop owners a blueprint for smarter, more effective marketing.
      Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at
      RepairPal.com/shops.
      Want to revolutionize your marketing? AppFueled does it all—email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.
      How To Get In Touch With The Guest
      Doug DeLucca’s Facebook account 
      [email protected]
      BOCA Auto Fix - (561) 826-8834
      Lagniappe (Books, Links, Other Podcasts, etc)
      ASTA
      They Ask You Answer
      They Ask You Answer Podcast Episode 093
      Which is the right fit for you? A quick lube or an independent auto repair shop?
      Google Local Service Ads
      Show Notes with Timestamps
      Introduction to the Podcast (00:00:01)  The podcast begins with a welcome message from the host, Brian Walker. Guest Introduction (00:00:10)  Brian introduces co-host Kim and guest Doug DeLuca, owner of Boca Auto Fix. Overview of Boca Auto Fix (00:00:51)  Doug shares details about his auto repair shop, including its location and age. Hiring an Apprentice (00:01:09)  Doug discusses the recent hiring of an apprentice and the journey leading to this decision. Challenges in Hiring (00:02:13)  The speakers reflect on the difficulties shop owners face in finding and hiring young talent. Marketing Journey Begins (00:03:02)  Discussion shifts to Doug's initial marketing efforts and his involvement in content creation. Background in Technology (00:04:07)  Doug explains his previous technology background and how it influenced his approach to marketing. Learning SEO and Marketing (00:04:45)  Doug describes his self-taught journey in SEO and digital marketing after opening his shop. Realizing Marketing Needs (00:06:14)  Doug reflects on his initial assumptions about marketing and the reality of attracting customers. Understanding SEO Basics (00:08:09)  Doug shares his insights on SEO and the learning process involved in mastering it. Frameworks in Marketing (00:10:25)  The conversation explores the use of frameworks in both auto repair and marketing strategies. Adopting "They Ask, You Answer" (00:11:23)  Doug discusses his experience with the "They Ask, You Answer" philosophy in content creation. Writing Blogs for Customer Engagement (00:12:21)  Doug explains how he uses customer inquiries to create relevant blog content for his shop. Experience at a Quick Lube (00:13:29)  Doug shares his firsthand experience at a quick lube to highlight differences in service quality. Experience Comparison (00:14:06) Doug shares his experience of visiting a competitor's shop to understand customer perception and service quality. Proactive Client Advocacy (00:14:57) The team discusses the importance of guiding potential clients to the right service provider based on their needs. Sponsorship and Marketing Tools (00:16:13) Brian introduces RepairPal, highlighting its benefits for attracting new customers and building trust. Customer Loyalty Apps (00:17:51) Brian discusses the advantages of using App Fueled to create customer loyalty programs for auto repair shops. Incognito Visits (00:18:20) Doug talks about visiting a competitor's shop incognito to gain insights without revealing their identity. Collaboration Over Competition (00:19:09) The speakers explore the idea of referring customers to other shops and building relationships in the industry. Challenging Competition Norms (00:20:20) Brian reflects on inviting competitors to the podcast, emphasizing collaboration over traditional competition. Marketing Involvement (00:22:42) Doug explains the ad hoc nature of their marketing efforts and the role of social media in their strategy. Community Involvement (00:27:41) Doug shares their family's volunteer work and how it integrates with their business's social media presence. Engaging the College Market (00:28:51) Doug discusses how 30% of his clients are college students and their marketing strategies. Collaborating with Local Professors (00:31:18) Doug shares his experience working with a marketing professor for student analysis of his business. Challenges of Seasonal Demand (00:32:24) Discussion on the impact of seasonal changes on business demand and local marketing efforts. Starting with Marketing (00:34:02) Doug advises new shop owners to listen to podcasts and conduct online research for marketing. SEO as a Long-Term Strategy (00:35:08) Doug explains the importance of SEO and its long-term benefits for business growth. Understanding Competition (00:36:44) Doug emphasizes the need to analyze competition and not assume marketing strategies will work universally. The Importance of Data (00:39:08) Doug highlights the role of data in assessing marketing effectiveness and making informed decisions. Nuances of Market Dynamics (00:41:14) Discussion on how geographical and seasonal factors affect marketing strategies in auto repair. Client Avatar and Marketing Alignment (00:42:13) Doug explains the significance of understanding the ideal customer for effective marketing strategies.  Overcoming Diagnostic Fee Challenges (00:43:09) Discussion on how Doug has adjusted his approach to diagnostic fees to improve customer conversion. The Importance of Evaluation Fees (00:43:40) Discussion on the role of evaluation fees and their impact on shop maturity. Improving Customer Communication (00:44:09)  Insights on enhancing customer explanations regarding services and processes. Coaching and Competitive Analysis (00:45:03)  How coaching helped refine service policies and improve customer relations. Content Creation and Marketing Strategy (00:46:32)  The significance of creating content for customer engagement and marketing. Duck Duck Jeep Initiative (00:47:05)  Fun marketing strategy involving ducks to engage with the local Jeep community. Value of Customer Feedback (00:48:46)  Importance of understanding customer inquiries and improving service based on feedback. Contact Information for Doug DeLuca (00:49:29)   Doug shares how listeners can reach him for further inquiries.
      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 
      Thanks again for listening to The Auto Repair Marketing Podcast on Aftermarket Radio Network. There are some other great shows on the network and you can find them at AftermarketRadioNetwork.com or on your favorite podcast listening apps like Spotify, Apple Podcasts, Google Podcasts, and many others
      Thanks to our Partners,
      RepairPal at https://repairpal.com/shops. Quality Car Repair. Fair Price Guarantee.
      App Fueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”
      Aftermarket Radio Network
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors



×
×
  • Create New...