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Sharing a victory! Stay Hungry!

carolinahigear
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carolinahigear Collaborator

carolinahigear

Posted
Posted

I'm ready to see more positive posts on this forum, so I'm starting with one tonight!

 

On Wednesday, a lady called and said she had a blowout and wanted her car towed in. Once the 2006 Buick Lucerne got to the shop we found that it needed a

 

new tire. We had sold a set of 4 tires to her in July 2016 with road hazard warranty. So she's getting a free tire now on the house. Along with the tire purchase in

 

July we also performed $1400 in repairs and service. So on Wednesday my technician jacked it up on the floor and installed the new tire. Then he told me he

 

was putting the car on his lift to do an inspection. The car had been well maintained, but while doing his inspection he found that it needed repairs.

 

It had a timing cover coolant leak, oil pan leak, rt. rear caliper leak, cracked serpentine belt, needed an oil service, and a couple of other things. I called her and

 

told her that the tire needed replacing. She asked if it was warrantied, and I replied that I had good news....she had purchased warranty coverage and I was

 

replacing it free. She loved that. Then I told her that we performed a safety inspection and told her of our findings. I didn't wait for her to ask "HOW MUCH?" I

 

immediately told her that I could get started on the work the same day and it would be $2150. She then asked if I had something she could drive, and I told her I

 

would provide her with a loaner car and could have her car ready by Friday. She asked if I could put the work on a credit card, so I said "SURE!!" Just come on

 

by and pick up my Altima to drive while your Buick is in the shop. She got a ride and came by about thirty minutes later. Today she picked up her Buick and

 

handed me her credit card. She was one happy lady, thanked me for finding what her car needed, and left smiling. Ladies and Gentlemen, I call that a

 

VICTORY in MY LIFE!!!

 

We need these victories daily in our businesses. Do you know any shops around your town that would have replaced her tire, done no inspection, eaten the

 

cost of the tire, and would have been in a bitchy mood after eating it?? So remember, Be an Optimist, Be Positive, Be Excited, Service Cars Properly,

 

Make Money, and Achieve a Victory in Your Life!!

 

Thank you for listening,

 

Hi-Gear

 

  • Like 6


FROGFINDER Rising Star

FROGFINDER

Posted
Posted

I'm ready to see more positive posts on this forum, so I'm starting with one tonight!

 

On Wednesday, a lady called and said she had a blowout and wanted her car towed in. Once the 2006 Buick Lucerne got to the shop we found that it needed a

 

new tire. We had sold a set of 4 tires to her in July 2016 with road hazard warranty. So she's getting a free tire now on the house. Along with the tire purchase in

 

July we also performed $1400 in repairs and service. So on Wednesday my technician jacked it up on the floor and installed the new tire. Then he told me he

 

was putting the car on his lift to do an inspection. The car had been well maintained, but while doing his inspection he found that it needed repairs.

 

It had a timing cover coolant leak, oil pan leak, rt. rear caliper leak, cracked serpentine belt, needed an oil service, and a couple of other things. I called her and

 

told her that the tire needed replacing. She asked if it was warrantied, and I replied that I had good news....she had purchased warranty coverage and I was

 

replacing it free. She loved that. Then I told her that we performed a safety inspection and told her of our findings. I didn't wait for her to ask "HOW MUCH?" I

 

immediately told her that I could get started on the work the same day and it would be $2150. She then asked if I had something she could drive, and I told her I

 

would provide her with a loaner car and could have her car ready by Friday. She asked if I could put the work on a credit card, so I said "SURE!!" Just come on

 

by and pick up my Altima to drive while your Buick is in the shop. She got a ride and came by about thirty minutes later. Today she picked up her Buick and

 

handed me her credit card. She was one happy lady, thanked me for finding what her car needed, and left smiling. Ladies and Gentlemen, I call that a

 

VICTORY in MY LIFE!!!

 

We need these victories daily in our businesses. Do you know any shops around your town that would have replaced her tire, done no inspection, eaten the

 

cost of the tire, and would have been in a bitchy mood after eating it?? So remember, Be an Optimist, Be Positive, Be Excited, Service Cars Properly,

 

Make Money, and Achieve a Victory in Your Life!!

 

Thank you for listening,

 

Hi-Gear

 

Good Job. Keep a watch on that car's cooling system, Intake and Throttle body coolant housing area. Don't ask me how i know! ;)

  • Like 1
Jay Huh Rising Star

Jay Huh

Posted
Posted

Throughly inspect, detail the estimates, honestly present the need, and leave it the customer to decide. Do not decide what the customer can or cannot afford. The results will surprise you.

 

Very true and this is something I forget too often

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      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.
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