marista

Up until recently, we were getting our waste oil picked up and were being paid. A few months ago, our recycler stopped paying supposedly temporarily. Was wondering who is getting paid and what company are you using. I am in Northeast (NJ) thanks

Anyone else experiencing a high number of new part fails? We have fails across the board, sensors, window motors, electrical (starter, alternator) and untold number of squeaky brakes. We use ceramic almost exclusively unless it's a cost factor for customers, do new rotors 98% of the time and it doesn't matter which vendor I purchase from - I get a large number of complaints from customers that the brakes are squeaking sometimes in as little as 1 month.?!?!? Brakes are installed properly and greased appropriately. Some weeks we feel like all were are working on are re-dos. In the past, we haven't charged customer for part failures. It's not our fault, but it's certainly not theirs. Big labor jobs would get a labor claim sent into vendor. We hardly ever see anything close to full reimbursement if we see anything at all. After the last few months, partner I decided customers need to pay labor at 50% reduced rate. Again, not their fault - but not ours either. We can't keep doing this without getting paid something for our time. Thinking of adding disclaimer on invoice stating this policy. We feel for the customer, but we can't keep doing them for nothing with such a high rate of failures. Just wondering if anyone else is running into this problem and how you are handling it?

I am loving? this thread. Keep telling my other half that it's like this everywhere when he starts to complain about customers. He thinks he's going to come up with a magic solution. He usually blames me, claiming I didn't explain the repair/wait clearly to the customer - it always seems to be my fault. Then I love it when he implodes when HE has had a conversation with the customer to the effect of we are busy, call you when you're ready, etc. and they call back end of day or next morning asking if it's done. The Great Communicator is having the same problems that I have with customers? I think it's a combination of the lost art of communication - listening is key component. No one listens anymore. Also, the reality we live in- one of immediate gratification. No one wants to or thinks they have to wait for anything anymore. I don't have 6 techs and 6 lifts/bays. There are still only 24 hours in a day (we usually work 12-18 of those as it stands). You can only do so much on a daily basis. No one "gets" it. I joke all the time that they think they can drop their motor sway off at 9am and pick up at 5pm, ready to go. Most think that their car is the only one you have to work on. We schedule by appt only - obviously we have break downs to deal with as well. But we literally pick and choose the customers. I have told people that we can't get them in because they are a known PIA or slow pick up/pay. We have enough good customers that we can do that - a few sneak in here and there - but we red flag them for the future. We already have no personal life and spend more time at the shop then at home, it's getting old and we're tired of the selfishness of people. They need their car because their other car is down and they have practice/work/doctors/interview, yadada. Well guess what? We have those same appointments, errands, etc. that you have and we would like time to do them. We miss parties and funerals and get togethers because we are working on your car. We have a fenced in facility where we keep gates shut and "fake" lock it. Delivery drivers are aware we are here, etc. But we have had customers open gates and even remove the unlocked lock???? WTF? It's crazy. Who enters a facility where the gate is closed without permission?

Like Frogfinder we offer a complimentary oil change with every referral that results in a sale. I have one customer who has not paid for an oil change in over three years! It works. People love getting stuff for free and as soon as they hear we give the free oil change with referral they are on a mission! They do all your ad work for you.

Smotgo - it's free. You can use free/trial log in to check it out. smotgo.com - I just had to recently use google calendar bc my other half just likes to argue for the sake of it and insists on using google (so i keep two schedules) he uses it for personal stuff too so it helps he see whats going on across the board.

Sort of off topic a bit - have problems with financial end like most here do - but we are a two person shop - one in the shop and one in the office. Another huge issue we have is friends/acquaintances who think nothing of stopping by during the day to have us "just take a quick look" at something or stopping over to chat. I don't stop at your place of work and interrupt your day/work - why is okay for you to do it to us?!?! I wind up being the b*&^h in the office because many days I am stressed out and trying to move my other half along to get stuff out the door and someone comesup strolling in and I sometimes wind up being out and out rude or give them the silent treatment while I fume inside. The other half can't say no or be rude no matter how pissed he is - so sometimes a huge amount of time is lost. Makes me insane. I am tempted to stop by their office one day or show up on their job site and return the favor. We have a fenced in facility that we have taken to keeping the gates shut and even locked and they sit outside the fence and blow the phone up or yell over the fence. Some even open the gate when we have it "fake" locked! I would NEVER open someones locked/shut gate. WTH! Friend of ours has a body shop around the corner and goes thru the same thing. He has given up and winds up starting his work at 7pm after all the traffic has died down and he can work in peace. But then some jackass sees the light on.... Sorry just venting and would ask for advice on how to handle but know most will just say you have to lay down the law with them and explain you don't have time, etc. - easier said then done.

No, not allowing customer to use bays. This was another member's wording - just using it as an example of some of the methods suggested and that's in addition to labor not in place of it. We also have come to the conclusion that we would like to be more selective with our customers. Basically, weed out those that are a constant issue with regard to pricing or respecting your advice, question everything we do, or have the 'your the last one that touched it, you own it" mentality. However, sometimes circumstances force you to compromise. If none of your "preferred" customers are having issues, you have to bring money in the door. Not thrilled with the idea but as long as we are not losing money and make up the difference lost on the part, I'm okay with that. - No warranty on part and if it fails you pay for part and our time again. That usually sways them to allow us to get the part. And playing Devil's advocate: Some customers who want custom/specialty items installed, exhaust, suspension, etc. If we are installing for them, what's the difference if we install a starter purchased by customer.

I have seen quite a few good ideas here for those struggling with this issue. We will (depending on the part/job) install customer purchased parts - though we do explain to them that we don't charge more than the local retail price so they are really not saving $. Doing this, we sometimes make a decent profit on parts - sometimes not so much, but it usually alleviates the hassle. Some here on the forum have suggested raising their labor rate when installing customer provided parts which I think it a great idea. Someone also suggested a bay rental fee for $35. I like that idea as well. That however is a moot point in the warmer weather months when we can do some of this stuff outside unless you need the lift and then it can be a lift rental fee. The two biggest problems we have with the customer buying the parts is 1) it's not the solution to their problem and 2) it's the wrong part ex. vehicle has two options for brake rotors and they get the wrong ones. This ties up our guys and our bays. Now you are in limbo waiting on them to get the correct part and you have their car so now they're stuck for a ride to get back to the store or you have to wind up ordering it (which you could have just done in the first place!) and the car is still stuck on your lift/in your bay. Basically, if they want to us to install their parts, they are going to have to pay for it one way or another. We have used the increased labor rate here lately. This works really well depending on what state your in I guess - instead of using the regular hourly rate - flat rate it compensating for the lost revenue on parts.

in regard to the "i can't afford to fix the car I had to have" people - I really think new car dealers esp should be required to disclose repair costs associated with even the most mundane of repairs. My favorite is trying to explain to the CTS owner why changing out their $3 turn signal bulb is going to cost them over $100 because we have to remove their bumper. That always seems to go over like a lead balloon.

I run into pricing issues all the time. A lot of people around us call and get pricing on parts so I often have to explain our more expensive part. But I give my parts guys grief all the time - we buy from several vendors and often when I check "my" price and then the retail they are often the same. In these instances the guys will reduce my cost even more - but sometimes the customer can get even cheaper by purchasing online (Advance for ex. 15% off and $25 gift card and even though they are ordering "online" they can opt to pick up in local store!) We used to try to meet local retail prices, but often I am not making any money and esp if the labor is 30 min on repair - I have no choice but to increase part price just to make it worth our while. Many arguments with my partner about the part pricing issue but i think now even he is getting sick of losing money.

For the most part, stopped giving over the phone estimates. If it's for maintenance type work ex. tune up, I'll just tell them it starts at $xxx depending on vehicle. If it seems like it's a high probability they will bring car in - I will price out for their vehicle and call them back with $ and get on schedule. For the "how much to replace a thermostat" - type calls - I flat out refuse to give them a price. Need to see car - bring it in and we'll give an estimate. Most times I ask why they think they need the "thermostat" and their answer usually confirms for me that it isnt the repair that they need even though their father-brother-cousin-neighbor said it was what they needed. I just got real tired of wasting my time pricing out jobs for people who wanted a price on an incorrect repair.

Using Motologic - mechanics hate it. I have an issue with getting too many results when I am searching for information for techs. I was told "less is more" when searching. i.e. searching for water pump - just enter water, otherwise you get everything with water and pump. Often I give up and google it. I love it when I can find what I want and the information is great. It can just be very cumbersome to use at times. Complained and tried to cancel and they lowered my subscription fee for a few months and encourage me to continue to experiment with it. Not sure if we will keep it or not.

I get Duke's outlook here and we will do that negotiating sometimes particularly on big jobs. But we are a small independent shop and it kills me because these same people don't ask Pep Boys, Meineke, Monroe, etc to discount - or if they do they don't get it. It seems like we are "targeted" because we are an independent "mom/pop" and people think it's okay to ask us when they wouldn't ask another shop that same question. Also, everyone wants us to make a deal but it ticks me off when they come in and tell me they paid $800 for a brake job last month and they didn't even call us and our normal price is maybe $300. They had no problem paying $800 out to that shop. We hear it all the time. I'd LOVE to do your brake job for $800 - I'll just triple my normal price. And like Joe - I have a favorite analogy - these people don't go to Walmart - fill up their cart and then start haggling/negotiating with the checkout clerk on the price.

We have this happen all too often. We tell everyone we will call you when it's ready and give us til the end of the day. Some just don't get it! They call every hour or several times a day. Most times I refuse to answer. Some may disagree and say it's not good customer service, but it is ridiculous, time consuming and out right annoying. We have voice mail - so if they forgot to tell us something - LEAVE A MESSAGE! the ones that I call "crack dialers" - ring, hang up, ring, hang up, over and over and never leave a voice mail are on my -"s" list and get special instructions the next time they come in for work. If they break the dont call me, I'll call you rule - they are done. We are way too busy to deal with these types of people. I love the ones that call after they drop off and they are stuck home without a car and call all day with - "i found something online, I think the problem is..." Maybe we should bill like attorneys - charge for every call and every question. That would be awesome!

Mario - share your pain. Same situation here. You look under the hood and you own it for life. Trying to avoid those arguments with customers. They want the cheap fix with cheap parts and labor, don't maintain the vehicle and then everything that goes wrong is supposed to be on us. Extremely frustrating and discouraging.

thanks appreciate the feedback. We have a large customer base that has a poor history of vehicle maintenance so I am leaning toward 12/12.

Searched and don't see this topic anywhere: What is the average length of time that shops use for labor warranties? We for the most part say it's lifetime on labor because we stand behind our work and if we did it wrong, we'll fix it. But I think that some people (!) would take advantage of that fact and that with some types or repairs or work, past a certain point in time, you couldn't prove labor issue, part issue or wear and tear, so what's an acceptable time frame for both customer and shop? 12k/12 month? Interested in hearing how everyone handles this issue.

We have actually repo'd cars with the help of a tow truck owner friend who is licensed for repos. Under a little known about admin statute in jersey, we can repo their car for non payment. Technically, they can't steal their own car but they are stealing the parts that haven't been paid for as well as your services. When customers reneged on their promise to pay we send out the tow truck with required paperwork and proof of lien. Have done it twice so far and both made threats to sue, but that didn't last too long once they found out we were in the right. Even the local PD's don't know about it and we have on one of the occasions had to educate them about the statute/law. It's a bit childish, but damn does it feel good to let them know they didn't get one over on you. We also have a huge problem like ncautoshop with people who give you the go ahead to do work, you complete it right away and then they come in and want to do payments. Or they give the go ahead and you call to tell them it's ready and they tell you they will be in next week to pick it up? WHAAATTT? We really hate to do it, but we've gotten so screwed recently we are starting the 3 day pickup window or storage fees accrue. THey leave you no choice. And no payment plans regardless of who you are or what we've done for you in the past. It's going to put us out of business to continue being the nice guy.

We offer free conventional oil change for every referral (or equivalent cost towards synthetic etc.). I have one customer who in three years has never paid for an oil change. Has been worth its weight in (black) gold for us! We have a great rapport with our customers and a rep as an honest shop with great prices. We do not do any advertising. The joke around here is we could never imagine what we do if we did advertise. We have more than we can handle most weeks and its all word of mouth. A counter guy at a local Auto Zone is a customer and here refers their customers here regularly as does a customer we have who works at Advance Auto. Most times - networking doesn't cost a thing and if you have someone referring to you that is someone who is trusted and well liked - it just adds weight to their recommendation. We have several instances where an entire extended family comes here and they just keep spreading the news! Also, have all the neighbors on one particular local street who all come here for work. Its pretty funny on a Saturday morning when they all show up for oil changes, etc. and it's like a block party in the office.

There are extremes in our pricing from parts stores. Sometimes, we get a huge discount off retail $, others it's literally a couple of dollars. I know this is sacrilege to some of you guys, but a some of our customers come from referrals from auto parts stores so we feel we have to match their retail on parts. I have price checked the retail sometimes and found that my customers could get the part cheaper than I can because of on line discounts and gift card offers (Advance). That's when I call my parts guys and give them some crap. They will lower my price at this point, but MY point is that I shouldn't have to call at all. I should be confident that I am getting the best price possible and not have to spend my time price researching. We do a lot of business with our local parts stores and we have a great rapport with all of them. I have to keep in mind that they (my commerical reps) are not responsible for the retail discount program, but somebody should be ensuring that their commercial accounts are in a position to make some money on parts. If it's not a referral from one of the stores, I mark my parts up accordingly so I am ensured to make money on the parts, but we don't go crazy, we try to stay fair. I also think the list $ on some of my purchases is ridiculously high and there is no way in good conscience I could charge that to a customer.

About 6 months ago, we started to use SMOTGO - is doesn't have labor guide integration, but I love it for the scheduling module. Was using a self created excel spreadsheet set up before. Prior to that I used an appt book.

We use these programs for strictly labor times for estimates and technician support. Using software for these purposes, there's no need to "supplement". They are in the process of developing a shop management system, so if you use Alldata/Mitchell in that capacity you would have to continue to do so for until Motologic got theirs up and running. They have an interactive demo on their website that allows you to play around and see how everything is laid out and how the navigation works. A plus for me was when I called for pricing etc. they weren't pushy salesmen, they were very helpful. Called within just a couple of hour, got me logged in, 15 min tutorial and we were up and running.

Great idea, Jeff. We use dye but mostly on difficult to spot leaks. I like the preventative thing and will discuss that option with my partner. I'm for anything that keeps us out of the defensive position!

FYI for anyone looking for more recent info on Motologic. We just started with Motologic. They admit to some gaps BUT they are constantly adding vehicle and info. Also - if you are looking for something and can't find it, you can call or message them and they will get you the requested info. Approx a 7 min turnaround time. I was very impressed with the diagrams. I always felt, with Alldata, like the diagrams and images were faxed from somewhere and then scanned in. That's the best way I can think to describe the almost blurry unclear images in some instances. The Motologic diagrams are crystal clear - some available in color and Mazda has the craziest interactive wiring diagrams. They provide access to PI's from GM which are only available to dealers and...Motologic customers. The price is right for us esp with the intro price for Advance customers and no contracts. A big plus for me is that if I am in the middle of an estimate and one of my techs needs to look up something - I don't have to get kicked out of my vehicle - they have a quick spec option and unlike Alldata - their back button actually takes you back to the last screen, NOT the main menu which I found completely frustrating with Alldata.

Anybody have educational or informational brochures or flyers that they use to explain to customers the issues involving repairing leaks in systems especially coolant and oil leaks? We run into issues for instance when fixing a valve cover gasket leak in a BMW and the customer returns a couple weeks later stating car is still leaking. Now the oil filter housing is leaking and the customer is ticked because we didn't fix his leak. Now we explained to the customer before we did the valve cover gaskets that there was potentially additional leaks we couldn't see due to the amount of oil all over the motor and/or after the leak was fixed, there was the chance that the since we sealed the system if there was a "weak" spot somewhere else it would probably cause a another leak at that other location. After several, "you never told me that" scenarios we include a disclaimer on the invoices. We were thinking a FYI flyer or brochure would be a help. Something that we gave to customers when they pick up their vehicles after one of these repairs - sort of like a "What to expect after a leak repair". Does anyone use this type of handout at their shops? it would be great to have more of this stuff in the download section.