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Are You Sure You Want to Charge Your Customers A Fee for Using Their Credit Card?

Joe Marconi
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pfseeley442 Explorer

pfseeley442

Posted
Posted

Years ago I figured out what cards cost and added the proper amount to my labor rate. Very easy. I have a friend who owns a shop and did the cash discount or pay a fee on the credit card. His first month he had three bounced checks. I asked him how did that work out for you ? LOL    Customers just want the bottom line. All the extra fees agravate me, IE: $10 fuel charge to deliver oil. 

 

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RYAN B Apprentice

RYAN B

Posted
Posted

Joe. I thought the exact same way, our credit card processing fees were over 45000 a year! We charge and now we are getting more checks and cash, but I am able to not charge the fees at my discretion! I hate to say but people are getting educated on paying the fee.  It's hard, I did a cylinder head on a Jeep last week the bill was over 4000, the fees would have been over 120.00, customer was told and they wrote a check, it's getting harder to hide and eat those costs. 

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RYAN B Apprentice

RYAN B

Posted
Posted

Joe, In our area the dealers are now charging by the 1/2 hour and they are also charging the fees as well! most dealers around here are 180 dollars and hour!

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  • 3 months later...
RYAN B Apprentice

RYAN B

Posted
Posted

We have been charging for the last 3 to 4 months, but I do have the option to eat the charge. Its hard but I do explain it to the customer and I have a sign up. I don't charge shop supplies but I do charge for Oil and filter disposal and tire disposal. You have to pick and choose and the credit card fees you can validate versus  charging shop supplies. I always felt the shop supplies were a necessary charge but I always heard a lot of grief from it.

newport5 Enthusiast

newport5

Posted
Posted

Joe,

I can see that for invoices above $2k or $3k, if the customer knows ahead of time.

I see how that makes sense to the business owner (and their accountant). But I’ll bet to the customer for the lower invoices, you’re trying to eek out another $10 or $15. AND, they could think, where else are you eeking out an extra few bucks (or more)? Apparently you are not profitable enough to absorb that. Why? Not enough (good) customers? Why?

It’s a convenience for them. So they’re stuck paying that or write a check or go to the bank and get $1000 in cash??? Plus many get cash back or flight miles, which you’re also taking.

Remember searching airline prices, comparing prices, making your decision, only to find out at the very end there are additional charges? Taxes, fees, and those darn baggage charges. Did you like that? I doubt it. I think credit card fees fall into that category (for the customer).

  • Like 2
Brian Smith Newbie

Brian Smith

Posted
Posted
On 10/24/2024 at 8:31 AM, Joe Marconi said:

You will accomplish the same thing, and not bring attention to the customer that small fee that may be a big deal. 

Agreed, the customer, and people in general, remember how you made them feel. If you can make them feel good about a purchase or an experience at your shop they'll likely come back, spread a good word, and be willing to pay you even more than originally planned. It pays to be a good human being, especially in the auto industry.

  • Like 1
TheTrustedMechanic Community Regular

TheTrustedMechanic

Posted
Posted

I have NEVER charged for credit cards except to very few people who I only charge my costs where there is no profit to absorb the credit cards fees. These people include family and just a couple of very close friends. They knew that I was making exactly 0¢ from them so they would have to pay the credit card fees if they needed to use a credit card.

Now on to regular customers. I have charged shop supplies for almost the entire time I have been in business )coming up on 20 years) and have never heard any complaints or push back. But then again EVERY service business, from auto shops to dealerships, plumbers and electricians charge a supply fee so I think they are accustomed to it. My understanding is that if a business is audited by the state, they can't use the "shop supplies" charge, they have to itemize everything that they used that would fall under "Supplies" and make sure they paid sales tax on the appropriate amount for all of those nuts and bolts and subscriptions and chemicals, etc. The way I see it, I pay sales tax on a lot of stuff that would go into the "supplies" category like printer paper, hand soap, toner, lubricants (penetrating oil, silicone spray, etc.), first aid supplies, scanner updates and so forth that any supplies that I don't pay sales tax on would be negligible AND I charge sales tax on the shop supplies (since the state considers the items that are categorized as "shop supplies" as "taxable sales" anyway) so I believe that if I were ever audited, the state would owe me a refund based on the itemized sales' tax due vs. what was collected or paid at the time of purchase. So I am not concerned with an audit causing me problems other than the auditor being upset that I am doing business this way.

 

I do not currently and do not intend to charge my customers for using credit cards. I do educate them that it costs me several percent and their "rewards" are actually coming out my pocket because I am charged 1.++% for the privilege of taking their rewards card on top of the usual processing fees, all so the credit card company can be so generous to "give" them back 1%, maybe. I am a small shop and my credit card fees rarely exceed $600 a month. I too see it as a C.O.D.B. I would like to charge a fee for it, but I don't like paying it when I go to a merchant who charges it so I won't do that to my customers. I just absorb it from my profits, but I can see why some places would want to charge for their customers "convenience." As far as I am aware, no dealership charges this fee and few if any other independent repair shops in town charge a credit card fee.

RYAN B Apprentice

RYAN B

Posted
Posted

I replaced four runflat tires on a Mercedes GLA250 yesterday, the tires were 268.88 each and we charged 35.00 to mount and balance each tire and 6.00 a tire disposal, now tire are very competitively priced, total job price was 1239.52 plus 74.37 in tax 1313.89. The credit card fees on that transaction were almost 39.50, were do you absorb or hide that when you are trying to stay competitive with your competition? As long as your transparent with your customers they know about the credit card fees. I made 248.00 on that job, thats a lot different than 208.00, thats almost 17% of your profit.  I tell the customers, I will give you a fair price but I can't absorb the fees and people give me cash or checks or they pay the fee.  

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's 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.

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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
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      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


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