Quantcast
Jump to content

Recommended Posts

Posted

Hi all, I run a small shop and have a few points of frustration and I would like to see how others in my position handle them.

 

1. I seem to be getting a high number of intermittent problems lately, many that I simply cannot verify. So I spend a bunch of time writing the car up, road test, inspect in the shop, check symptoms in identifix, etc, and after all this many times I simply can find nothing, the problem does not happen for me at all. How do you charge for this???

 

2. Because of the type of work we do much of it is charged hourly. I have tried writing down my hours, time apps on my phone, but due to wearing many hats (answering the phone, paper work, ordering parts, etc. It simply seems to be impossible to keep things straight which I'm sure I wind up loosing lots of money on because I loose track of things and to me it never seems like it took very long but then my day is over and where did all the time go?

 

3. How are you charging for diagnostics? I charge 1 hour for scan module, research codes and determine the cause. Sometimes this works out well as I can find the problem rather quickly, however other times it can be quite complex, how do you handle the charge when things take longer?

 

 



Posted

You and I are in the same boat!

We'll just call it a learning boat lol.

I've picked up somethings from here and magazines, we started marking book hour up 40%. We charge pretty much hourly for diagnostics, often my kindess gets the better of me and I knock it down, I'm doing much better about that now and charging more than I ever have before.

Time managment and organization are the weakest of my weakest links. A good managment software helps with this, I tried time cards but we're small and no one commited. If you find a solution that works please let me know. So far the best thing I've found is to SLOW DOWN. Theres only so much one individual can do in a given time frame. Only so many calls you can answer and information we can process, only so many cars can be fixed. Wearing all the hats, you can forget book hour. You'll never consistently hit book hour doing it all.

Another memeber here recommended a book called the E-myth. Its helped me realize the points above.

Slow down, take it a day at a time is the biggest thing I've learned.

 

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Posted

I'm assuming you are talking about mainly diag work? Now is your problem keeping track of how much time you have put into the job OR is it how much you can actually get away with charging your customer? If your customers are completely fine with the amount of time billed then your job really should be very easy. Either track your time on a Work Order Sheet or employ some sort of simple system in logging your time.

 

If you are having an organization problem its time to read some books and get a great shop management software and build routines so that you are always recording and keeping track of your business.

Posted

Intermittent problems can be the biggest pain in the butt. Thus far the way I handle them is pre sell the hour diag and spend maybe 15 minutes doing research and trying to figure it out. If I can't zero anything in that time I push the car to the side and either let it run or drive it on my errands. If the issue never occurred I ship it without charging anything. And tell them to come back when it gets worse.

Its kind of an all or nothing scenario. You either totally devote yourself and spend way too much diag time trying to figure out an issue you may never figure out or you spend very little time which makes it easier to cut your losses. I do not charge when this happens because we did not provide them the service of figuring out what is wrong. I'm sure others will disagree with me on this but that is where we have landed.

  • Like 1
Posted

Let me add some more info, my shop is specialty oriented as we primarily repair limousines & buses. Because much of this work is custom it must be charged hourly. When your wearing as many hats as I do, it seems impossible to keep track of time as I am constantly going from one thing to the next, I simply cannot keep track as I either forget to write it down, forget to stop/start timers, etc. I do use a bluetooth headset, that is one of the best things I ever found. I have my phones through the cable company which have a feature for you cell phone and business phone to ring at the same time, which ever answers gets the call, works really well, but when you get 60 or more calls on a busy day it seems that you cannot really get much else done.

 

Due to the nature of my business it is very hard to find good help as most techs don't want to anything out of the ordinary and with our range of work really varies quite a bit. We can have a string of custom type work and then a string of straight mechanical work so it always seems that you have the wrong type employee. I wish I could afford to have a multitude of employees with different skill sets but that is just not feasible. I know I am far from the ordinary repair shop, but I have done this for a long time and really do enjoy it, I would just like to figure out a way to make it run a little smoother, maybe I need one of those takeover reality shows to come by and fix things up, lol

Posted

Let me add some more info, my shop is specialty oriented as we primarily repair limousines & buses.  Because much of this work is custom it must be charged hourly.  When your wearing as many hats as I do, it seems impossible to keep track of time as I am constantly going from one thing to the next, I simply cannot keep track as I either forget to write it down, forget to stop/start timers, etc.  I do use a bluetooth headset, that is one of the best things I ever found.  I have my phones through the cable company which have a feature for you cell phone and business phone to ring at the same time, which ever answers gets the call, works really well, but when you get 60 or more calls on a busy day it seems that you cannot really get much else done.

 

Due to the nature of my business it is very hard to find good help as most techs don't want to anything out of the ordinary and with our range of work really varies quite a bit.  We can have a string of custom type work and then a string of straight mechanical work so it always seems that you have the wrong type employee.  I wish I could afford to have a multitude of employees with different skill sets but that is just not feasible.  I know I am far from the ordinary repair shop, but I have done this for a long time and really do enjoy it, I would just like to figure out a way to make it run a little smoother, maybe I need one of those takeover reality shows to come by and fix things up, lol

I've felt that way before! I need a self help show lol! We struggle in the same areas and I think these are pretty common areas for businesses to struggle! I can say that trying not to grow out of the infancy stage of business is more stressful than growing into a adolescent or mature business. The e myth book covers what I'm talking about very well. Ive tried for years to do all the work and and do all the paperwork and handle all the customers all because of some bad employee experiences. All i've gotten from it is is burnt out. If you take the management / entrepreneurs role and begin grow (ive just started trying) things will get easier.

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Posted

The way I handle these in the beginning is much like the most of you. Scan, inspect and research. After the first half hour if it isn't real apparent, I will call the customer with the things that I do know and give a few options. One of which is having the technician drive the car home for a few days with testing equipment. This works sometimes but, most of the time I explain how difficult it is to diagnose intermittent problems and that if they want us to continue they can open their wallets or just drive the car until the problem is worse. I also tell them that if they can pin down the sequence of events leading up to the fault so that we can duplicate the problem, great. I also give them the open door policy. Which means that if they are in the area and the symptoms are present, they do not need an appointment. Call me and drive the car over while the vehicle is acting up.

  • Like 1
Posted

The way I handle these in the beginning is much like the most of you. Scan, inspect and research. After the first half hour if it isn't real apparent, I will call the customer with the things that I do know and give a few options. One of which is having the technician drive the car home for a few days with testing equipment. This works sometimes but, most of the time I explain how difficult it is to diagnose intermittent problems and that if they want us to continue they can open their wallets or just drive the car until the problem is worse. I also tell them that if they can pin down the sequence of events leading up to the fault so that we can duplicate the problem, great. I also give them the open door policy. Which means that if they are in the area and the symptoms are present, they do not need an appointment. Call me and drive the car over while the vehicle is acting up.

The way I handle these in the beginning is much like the most of you. Scan, inspect and research. After the first half hour if it isn't real apparent, I will call the customer with the things that I do know and give a few options. One of which is having the technician drive the car home for a few days with testing equipment. This works sometimes but, most of the time I explain how difficult it is to diagnose intermittent problems and that if they want us to continue they can open their wallets or just drive the car until the problem is worse. I also tell them that if they can pin down the sequence of events leading up to the fault so that we can duplicate the problem, great. I also give them the open door policy. Which means that if they are in the area and the symptoms are present, they do not need an appointment. Call me and drive the car over while the vehicle is acting up.

 

 

Seems like driving the vehicle home to get a feel for the issue is a common thing?

 

I recently spoke about this with a friend of mine who was troubleshooting a hunting idle and he spent 2.5days changing/checking Coolant level/PCV/IACV/Spark Plugs/Spark Leads/blah blah blah and eventually he decided it wasn't possible. Turns out a string of shops had already seen the car and offered no answer like him... He charged for the plugs and basically added an hours' of work onto it.

 

Here I was thinking 2 x 1hr for it?

 

But I guess, they did come to you to have it resolved so they should be aware of the possible charges. On the other hand, this is a learning experience and useful for the future?

 

Posted

I charge time involved. I tell the customer it's 1/2 hr min and it is going to take over an hour I'll call and discuss further options. I have NEVER had a case that took over an hour to fish that the customer was surprised at.

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • 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 Changing The Industry
      Achieve Your Shop Goals With The Power of Intentional Planning #podcast #autorepairbusiness
    • By carmcapriotto
      Our world is rushing head first into an A.I. future and we want to encourage our listeners to remain vigilant in these exciting times, as there is some legitimate cause for concern with the changes brought by A.I. Technology.
      Joining us as our guest is Dan Vance from Shop Dog Marketing.
      Craig has known Dan for a few years now and it was at ASTA in 2023 that he first heard Dan Speak Up on the topic of AI to a group of shop-owners on the promise and peril of AI…and he saw Dan deliver a presentation on the topic again at the MARS marketing conference with the Institute for Business Excellence in (beautiful) Ogde, UT earlier this year.
      In this episode Dan acknowledges many of Craig's concerns regarding AI, while they both align on the actual benefits. 
      Craig states regularly that the last skill machines should ever be able to take from us is our ability to communicate interpersonally and … but in some areas - A.I. is far more capable of outperforming certain tasks.  While that is happening - there remains a disconnect between AI’s ability to generate data and present the data in a way that can produce more effective interactions with real people. 
      Our listeners who may share in Craig’s concerns will no doubt appreciate Dan’s calm and reassuring thoughts on the topic.  
      Watch the YouTube Video
      Topics include:  
      Early AI and Machine learning The concept of Human Capital. Authenticity as a new focus Communication tendency becoming less synchronous Efficiency vs. Authenticity and what we lose AI Strengths and practical uses Social Proof - and a word on Reviews and AI Google quality rater guidelines - EAT - Experience Authority and Trust
      Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters
      Thank You To Our Partners:
      The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
      AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
      AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!
      Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
      In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
      Contact Information
      Email Craig O'Neill: [email protected] Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
      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/
      Click to go to the Podcast on Remarkable Results Radio
    • By JustTheBest

      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
      Welcome to another episode of the Auto Repair Marketing Podcast! I'm your host, Brian Walker, and I’m excited to have my co-host, Kim, back with me after her recovery. Today, we’re diving into a topic that can change the game for your shop: Stop Playing Small.
      If you’re tired of feeling stuck or just getting by, this episode is for you. We'll be talking about the mindset shifts and practical steps needed to build a thriving, impactful business. It’s time to break free from the limits we place on ourselves and dream bigger.
      From overcoming the unique challenges of the auto repair industry to redefining what true success means, we’ll share real stories, honest advice, and strategies you can use to push your business to new heights. Plus, you’ll hear how the right mentors, clarity breaks, and a supportive community can make all the difference.
      Get ready to challenge yourself, take a fresh look at your goals, and start building a business that’s more than just getting by—it’s an empire. 
      Let’s jump in and stop playing small together!
      Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
      Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit https://appfueled.com/ 
      Lagniappe (Books, Links, Other Podcasts, etc)
      https://en.wikipedia.org/wiki/Start_with_Why  - Start with Why by Simon Sinek
      https://youtu.be/u4ZoJKF_VuA?si=8yihKPEDRkFErdeN 
      https://shopmarketingpros.com/kim-and-brian-tell-their-story/  - Episode 2 : Kim and Brian Tell Their Story
      https://shopmarketingpros.com/walkers-hierarchy-of-marketing-needs/ - Walkers Hierachy of Marketing Needs (Blog)
      https://shopmarketingpros.com/ep-101-walkers-hierarchy-of-marketing-needs/ - Podcast Episode 101 
      https://shopmarketingpros.com/ep-084-failing-forward-in-marketing/ - Failing Forward in Marketing - Episode 84
      Show Notes with Timestamps
      How To Get In Touch
      Group - Auto Repair Marketing Mastermind
      Website - shopmarketingpros.com 
      Facebook - facebook.com/shopmarketingpros 
      Get the Book - shopmarketingpros.com/book
      Instagram - @shopmarketingpros 
      Questions/Ideas - [email protected] 
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors



×
×
  • Create New...