Quantcast
Jump to content


Turned away a "bring my own parts" customer. How common is it for you?


Recommended Posts

Now that we are getting very busy I am sticking more and more to the rules. Biggest rule I am trying to follow is NO OUTSIDE PARTS. Just got off the the phone with a phone shopper, asked for a price on some stuff installed and then when told he couldn't bring his own parts I got a swift, "o, ok thanks." Definitely not sweating it but just wondering how many of you guys out there allow customer provided parts? For those who don't, how many of these do you turn away?

Link to comment
Share on other sites



We are a NAPA Auto Care shop and I know several guys who work for the NAPA Corporate. I've let them bring their own parts in the past, but they are the worst about getting the right parts. We were doing a timing belt job for one guy. We have it all apart and there is no water pump. I call him up and he says, "Oh, you need that." YAA!

 

We are refusing to do the work if the customer wants to supply his own parts. We have had too many issues with poor quality and/or wrong parts that cause delays in the workflow thruogh the shop.

Link to comment
Share on other sites

We do not install customer supplied parts. The risks and headaches mentioned above are the reasons we avoid them (tied up stalls, warranty issues, etc).

 

The only time I would ever entertain the idea would be something like performance parts, but there would be a clear understanding about what warranty came with the job. Also, labor would probably be marked up 50% like Joe said.

Link to comment
Share on other sites

I know many shops that need car counts and are still feeling the effects of a rough economy. It's hard to say no to a job, any job, at times. So, when a customer arrives at your service counter with a set of pads and rotors on a real slow day, it's hard to say no. But, the truth is, as an industry we are hurting ourselves in the long run. We survive on profit from parts and labor. And what about part quality or warranty? We are still responsible for the job we do. Try explaining to a judge that it was the customer's "Part" and not your "workmanship".

 

And unless you are willing to boost your labor by 50% or better, you are losing big time by installing the customer's parts. Like I said, I know it's hard at times, but we would all be in a better place if we stood together on this one.

 

Many times due to what parts the customer may or may not have brought can slow work flow down to a crawl. Then explaining the customer that you need to order this additional part becomes a chore because you have already established the "you can bring your own parts" and the customer will not want to pay your parts mark up.

Link to comment
Share on other sites

As a general rule we do not do it. However, recently I felt sorry for a guy. He had got the old fuel pump out but couldn't get the new one in. I padded labor and shot a price and forgot it. Three weeks later the car showed up what a junker and to top it off he had a used fuel pump. We put it in only to find out the problem wasn't the fuel pump but a locked up engine. This is the mind of stuff you get into with customer supplied parts. They paid the bill and towed it back home but this çould have been a big headache.

 

 

I have experienced issues similar to this. While the customer may agree and "understand" that you did not diagnose the car they still end up leaving bitter due to their car not being fixed like it was your fault or it could have been avoided if they brought their vehicle to another shop.

Link to comment
Share on other sites

I turned away a guy with pads and rotors today. I had more work than I could get done without it.

 

 

I think the hardest thing for me to learn is to get the "OMG I need this job" mentality. Years ago when we weren't doing so well I would pray for jobs, any job! That type of desperate feeling still resonates when customers try to negotiate, or want to bring their own parts. A lot of times I stuck with too many jobs or jobs that just aren't making the margins we need. I guess this why it is recommended to hire an outside person to be a service writer so there is no emotion involved!

Link to comment
Share on other sites

We still take customers who supply their own parts. We let them know upfront there will be a 25% additional labor charge for the service and there is no warranty with the repair. We do always recommend to have the vehicle diagnosed by our technicians prior to installing the part. For the most part though, these customers make up about 1% of our customers so we don't really encounter them too often.

Link to comment
Share on other sites

With the off road stuff I do I see a lot of customer supplied parts. But these are parts you do not get from Napa or any other normal supplier. We offer no warranty on there parts and charge a $25 per hour Bay rental fee for supplying wrong or damaged parts. It's a good incentive to let us do our Job. Truth is sometimes I can not compete with the internet prices. But I refuse to lose money from a bad purchase by someone else.

Link to comment
Share on other sites

Strict rule - no outside parts. I want to be able to guarantee the whole job. Nine time out of ten, the parts are wrong anyway! Say you do put in his parts and they fail, who's going to pay for the labor to get things right? Thomas Jefferson said we should avoid "entangling alliances." Outside parts can only make you unhappy.

  • Like 1
Link to comment
Share on other sites

  • 4 months later...

I have been reading stories all morning about installing customer supplied parts. As of January 1, 2015 my shop will no longer install parts purchased elsewhere. Thank you to everyone who contributed to the forums about this issue. I have read your stories and taken your advice.

 

My answer to why we no longer install outside parts is:

 

"We take our craft seriously and we want to warranty the whole job."

Link to comment
Share on other sites

We get more and more people coming in asking to install their parts, or even requesting repairs based upon their own "diagnosis." We tried to do business with them by charging a higher labor rate and offering NO warranty. That being said, the headaches from those customers that provided us the cheapest junk they could buy online (so you have to know the parts were wrong) and them being upset when I pushed their car outside to bring in a REAL customer just weren't worth it. I'm not sure you can charge enough money to make this practice truly profitable. It's tempting when times are lean, but stick to your guns. Even if they're ticked-off for something that's their own fault, they're still ticked-off, and they and probably their friends won't come back... ever.

Edited by thetireshop
Link to comment
Share on other sites

Living in the collision arena all these years I've (we) been use to low or zero parts profitability for many years now, as we pretty much pay the difference when being compensated for aftermarket junk and purchasing and installing OEM parts. Our year end average on collision replacement parts is half the profitability of the repair side of my business with twice the administrative cost on the collision side.

 

When a client shows up with his or her own Alternator I am still making my profit percentage on that job just not the gross sale nor outlay nor data work when in comes to ordering and receiving.

Link to comment
Share on other sites

I tried the "no bringing parts" way. It was short lived. I'm not profitable enough yet to transition. I think the bay rental fee for holding up my lift with incorrect parts is great idea. Or maybe letting them know that if there is a delay with parts, there will be a delay in finishing their car because you will need to move on to the next car. But honestly, it's not that big of a deal most the time. I don't give any warranty when customer supplies any portion of parts. No warranty for correct installation either. Nothing, zilch! It's written on my work orders and I tell them. I don't mind if they get cheap parts as long as they are correct. If the part fails then they pay me twice! But we all know that their aftermarket parts can fall just like the non dealer parts we buy. I offer diagnosis but don't haggle when they insist that auto zone already gave them 1. I don't try to make them feel stupid for listening to auto zone. I simply say "hey, we can start there if you like and see what we have after." Therefore, I get the initial repair and the correct repair afterwards. Same thing with their wrong or crappy new part. Some customers bring their own parts because they haven't been educated on what's different about letting a shop get them versus not. I educate the pace of mind factor so they can weigh their savings now against there potential loss in the possibly near future. Also when they get their own parts I make them get everything like brake cleaner, grease, shop towels, cotter pin, top off fluids, etc. Abd I let them no if I need something else I'll call them. I don't pick up items from the part stores for them. Nor call the part stores on their behalf, nor give cores back before I'm completely satisfied with job. So they must pay their core charges. It only takes a time or 2 that I have to call a person to say a seal is missing or incorrect and "i need you to come from across town to bring me that asap, or I can pick it up for you at a higher markup than I normally would have charged". I do it all with a smile and they usually do return because they like my work and charm, but let me get parts next time to avoid hassle.

Link to comment
Share on other sites

My method is this....i mentally calculate the price they paid for their parts and than i give 2 prices, like this

Your brake job is 489.56 with 24 month... all parts and labour warranty with our parts.

The price with your parts and our labor is 367.88 and there is no warranty on the parts... I think you would be better off using our parts and labor, wouldn't you?

Then they gladly return their stuff!

Link to comment
Share on other sites

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 carmcapriotto
      Thanks to our Partners, Shop Boss, and 360 Payments
      Emily Chung shares her experiences as a female minority shop owner in the automotive industry. She reflects on societal tendencies to highlight differences rather than commonalities. She encourages her peers to engage with her on business-related topics rather than focusing on her gender and ethnicity. Emily Chung, AutoNiche in Markham, ON. Emily’s previous episodes HERE Show Notes:
      Emily's Perspective as a Female Shop Owner (00:00:26) Challenges and Comments Faced (00:00:56) Desire for Business-Focused Conversations (00:01:41) Importance of Leadership and Skills (00:02:29) Understanding Intentions Behind Comments (00:03:52) Common Ground with Male Counterparts (00:04:57) Personal Mindset on Success (00:06:04) Role Model Considerations (00:06:54)
      Thanks to our Partners, Shop Boss and 360 Payments Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections The 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 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 Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.            
      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 Changing The Industry
      Episode 182 - Customer Escalations and Unusual Finds in Car Trunks With Auto Shop Follow Up
    • By carmcapriotto
      In this episode we explore how assumptions have the power to destroy relationships.
      This episode was first planned back in May of 2024 when Craig was at the HQ for the Institute of Automotive Business Excellence in Ogden Utah. 
      Craig and Cecil Bullard were outside discussing communication topics while taking in the scenery of the Mountains in the early morning.  When Cecil suggested this topic and told a portion of the story it became clear that it warranted an episode.  This isn’t about mountains - but we think it will definitely ‘pique’ your interest.
      Cecil Bullard is a well known leader, coach, and speaker in the automotive aftermarket - and while that familiar side of his persona will show up multiple times in our chat - listeners will hear about the other side to the man.  The husband and the father.
      A shocking, humbling and eye opening moment taught Cecil a costly lesson about assumptions.  Listen as he shares the story - and the lessons he learned that became crucial strengthen his marriage and his family.
      This is a rather moving conversation which will prove extremely valuable for anyone who comes home after a hard day in the shop, or is struggling in a family business, and those who wish to do their best for those they love and count on the most.
      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]  
      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
    • Fast Free Shipping on All Orders Over $50
    • By Changing The Industry
      Not Competing on Price Is The Secret to Profitability #podcast #autorepairbusiness #podcastclips


  • Our Sponsors



×
×
  • Create New...