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Are There Any Jobs Your Shop Won't Do?

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JimO Collaborator

JimO

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I have owned a shop for fifty years and I think that knowing when to say no and pass on a job is vital to success. When I first started it was easier to try to be everything to everybody because I had youth on my side plus we were working on vehicles that were easier to repair. GM, Ford, Chrysler and AMC made up 90% of our customer base with Toyota and Datsun (now Nissan) just entering the scene. We rarely saw a European car in those days. As vehicles became more complex we began to realize that it would be very difficult for a small, three tech shop to become proficient with every vehicle that came in. We got burned a few times by getting involved in jobs that were too complex or too time consuming. We are also blessed with a busy location which allows us to be more selective. So fast forward to 2022 and we have people in our area with Bentley’s, Ferrari’s and Lamborghini’s that I will not touch. Convertible top problem on any car - No. Involved electrical problem on a Jaguar or Land Rover - No. Windshield replacement on any vehicle - No. Involved, 8 hour heater core on any vehicle - No. Intermittent problem that I feel will most likely not end well - No. Transmission work on any vehicle - No. Installation of aftermarket radio, remote start, theft alarms - No. Any kind of work on motor homes, large trucks and busses - No. I could probably keep going and add another 25 more items that I would say No to but I will stop at this point. Saying “No, I am sorry but I can’t help you with that particular problem, I suggest you bring it to the dealer” allows me to concentrate on the jobs that we are good at, jobs that don’t put a physical strain on my older techs that have been with me for over 40 years, jobs that allow us to be profitable. I fully understand that many of you possibly need to say Yes because if you say No there may not be any other job. As I noted, we have been blessed for 50 years with a busy location that provides us with more work than we can handle so this, more than anything else, allows me to be this selective. With that said I can’t help but think that as these vehicles continue to become more and more complex everyone, busy or slow, will be getting familiar with explaining to customers that they need to go to the dealer for various repairs. 

juanpablo4219 Contributor

juanpablo4219

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Posted

Good Day!

We are a Brake and Front End shop!

We do oil changes, state vehicle inspections, suspension work, alignments tune ups, cooling systems, what I call "basic maintenance".

I have learned to say "No" for the fact that we  have small location, the property itself won't allow us to do some of the big jobs.

we are an in & out shop 

We have 4 bays, 1 for alignments, one for state vehicle inspections and 2 for brakes and suspension and anything else within our capabilities. 

we are a 2 man show, but we work fast and efficiently to where we don't delay our customers more than we need to.

We have become a Suspension Specialist shop, most of our revenue comes from alignments and suspension work. 
The big jobs are for the big shops, where they have room for the cars and more techs, and the cars stay over night. 

 I hate to take a car and don't deliver within the time.. 

Some of our customers want us to do odd jobs out of scope of work, but time is a very valuable commodity, we take a big job and then I have to either turn down work or don't deliver the big job on time.

I just don't think is fair! the big jobs put a lot of stress on us because we want to finish them on time.. and some time we end up loosing time and money...

My next addition to our list of services will be the ADAS. The camera and sensors calibration goes a long with our scope of work...
I am still studying the process... not many places down here in Brownsville, TX doing that type of services yet..

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    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      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.

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