ncautoshop

I've learned not to get defensive. I stay calm no matter how badly I'd like to scream in their faces lol. Once you get defensive you've lost your ability to negotiate and explain the facts. I just say "we're so sorry this has occured, we'll be glad to take a look at it and if we're at fault we'll take care of the issue, of course if we're not at fault we'll have to charge as per our billing policy" then we explain that if their uncomfortable with that their welcome to get a second opinion at their own expense. Sent from my SCH-I605 using Tapatalk

But in smaller shops say 1 or 2 bays those expenses can quickly get to be too much. Great option for a bigger shop with more than 2 employee's. Sent from my SCH-I605 using Tapatalk

My experience with my local safety kleen isn't much better than yours. They over billed us $1500 in one quarter and argued for months that it was legitimate. It wasn't and they removed it, then tried again the next quarter. Overcharged a couple times and tried "we updated your contract due to a corporate change", we had no contract so I let it ride. When I finally had enough I called them to come get it and the telephone call was unbelievable. The rep was rude and basically said we were the fault of all the issues, there would be charges for cancelation and pickup (no contract between us). They spilled solvent on the floor, the driver said "I'm picking up the parts washer" and that was the only thing he said. All in all it was a horrible experience. Also tried to charge us .50 cents a gallon for oil pickup. Sent from my SCH-I605 using Tapatalk

Well since you put it like that lolPoint taken. Sent from my SCH-I605 using Tapatalk

Then they definitely wouldn't have done the work and gone crying to everyone in town lolWere paying labor because it's a pie job I can knock out in short order and won't even feel it. Sent from my SCH-I605 using Tapatalk

I just verified it is in fact out of warranty. But I still think I'll cover it. My thought is showing a large discount for labor and the head gasket set, and mention this. Also disclaim that the work is being done outside the warranty period and that the repair was done in good faith and did not offer an additional warranty unless said warranty is offered on cylinder head. I could offer them a credit for the labor and head gasket for labor of the engine replacement. From a customer standpoint how does that sound? My shop is offering my roughly $1000.00 in labor credit, or should I chop it to $500? I'm not so caught up on keeping the customer but I'm pretty caught up on doing the right thing. Pretty rough day, couple warranty jobs that we had no part in the failure lol Sent from my SCH-I605 using Tapatalk

Today we saw a 2000 jeep grand Cherokee in for a overheat. Back story is the customer came in last year (end of last or beginning of this) for a low oil pressure concern. After looking at the vehicle it was found the cooling system was completely chocked full of rust/contamination. Customer states vehicle was low on oil causing low oil pressure, we drained approximately 18 qts of engine oil from the vehicle, the engine oil was actually over the cam. (No oil/water contamination. The vehicle also fails a block test so the head is removed and a blown head gasket is found (visibly blown). we flush the cooling system with vc9 a Ford flush solvent and then follow up with subsequent flushes using bg products. The system had been neglected for a long time and even after the head had been hot dipped and radiator replaced we still had contaminates present but it was much less severe than initially seen. The customer was under time constraints and demanded to complete the flush himself. Skip forward to last month and the vehicle comes in for a boil overflow. Over flow hose chopped over the fan (looking back I probably wouldn't have accepted a decline on the fan shroud), cooling system and system contaminated again. My first though is blown head gasket or cracked head. Test for combustion gas in cooling system with none present, run vehicle to operating Temps and test drive, return to the shop and no combustion gas in coolant. Cooling system slightly pressurized after test drive but not extreme. However when engine was shut off coolant rushed out into the overflow. Cooling system pressure was watched and operated within range. flushed again and replaced the cap. Fixed all the other small issues and gave it back. Comes back today with combustion gas in coolant and violent expulsion of coolant. Thinking now we've got a cracked head which isn't all that uncommon. As I mentioned above the head was checked by a machine shop and they were aware of all symptoms present. I was billed for pressure testing, magnaflux and surfacing. Now I'm prepared to accept partial liability to save face, and looking back I likely would have handled the first job differently. I'm thinking of covering labor (parts store is covering the gasket set) and letting the customer find and pay for the head, or we'll sell a reman with markup. This won't be painful as the job is fairly easy and straight forward and we do quite a few. Honestly the customer (and family) are a little sketchy and the can become verbally agressive and even when given a typical quote are know to go off. They'll accuse you of damaging their vehicle and driving all the gas out, go shop to shop cussing about the last. My questions are A: how do I word this to the customer to save face and avoid. I'm currently thinking about pointing out the huge discount directly after mentioning the head purchase. B: should the customer cover coolant and fluid expenses? C: is it truly a fair deal for the customer that we're paying labor and parts with the exception of the head? D: cylinder 6 was scored last head removal, should I push for a whole engine job to cover my but and avoid being married to this thing forever? I've considered the fact that we're not truly to blame here, and that the machine shop missed a crack, or it just occurred, and the warranty is nearly expired. But no more of an issue is it will be for us to handle it I don't see why not help a customer out. Any advice is greatly appreciated. I've never had any professional service writer training so this forum is extremely valuable! Sent from my SCH-I605 using Tapatalk

we too lost our old clientele. It'll leave you worried until you realize your making more money while doing less work. Sent from my SCH-I605 using Tapatalk

I've got some of those. Every time they call I cringe. I actually told one a while back we couldn't work with him any longer. Sent from my SCH-I605 using Tapatalk

Is there a no travel option? LolWe're currently in a position where training needs to be online or local. Sent from my SCH-I605 using Tapatalk

Joe, I think any resource is great as long as it's not an all out advertisement. Iatn is great, never used identifix. The new community on alldata is also very nice but I've not used it too much. I feel if everyone would start using it, it would be powerful. Eric the gar guy has had some pretty neat "outside" perspectives on his videos, always nice to see a techs or customers opinion. The mitch schneider books also helped me get moving. Sent from my SCH-I605 using Tapatalk

I think it would be neat to have a list of resources that each of us have found useful to our shop. I'd like to here of the things that have helped you along the way! For us it's a pretty easy list: #1 scannerDanner on YouTube (paid or free - both have done a ton for our billable hours and speed of diagnosis) #2 www.AESwave.com #3 motor age on youtube. Obviously I don't need to include aso. Sent from my SCH-I605 using Tapatalk 2

All of our tire vendors offer tire fitment guides for free. Cooper, atd etc. Sent from my SCH-I605 using Tapatalk 2

Just tell them you can get motologic for 49.00 a month then 99.00 a month and they'll discount it. Sent from my SCH-I605 using Tapatalk 2

I wish there was a better training option for entry service writers. We're doing a demo of the new motoskill (just one video) and it really pushes sales techniques but none of the basics or anything in regards to process. Great video but I doubt we'll be making any purchases. On a positive note, the video has word for word documented basically what I've learned here! This forum is one of the greatest resources I've ever found! Sent from my SCH-I605 using Tapatalk 2

I believe advance offers the ATI training videos now. Pretty expensive. Sent from my SCH-I605 using Tapatalk 2

How much time are your guys allowed on an oil change and basic (non state) inspection? Are your paying them book hour on the service jobs? Sent from my SCH-I605 using Tapatalk 2

Sure is a great article. Sent from my SCH-I605 using Tapatalk 2

I'm at 4% with no top. (Majority of our jobs are 30+ hours and require lots of supplies etc. Sent from my SCH-I605 using Tapatalk 2

Were using all data manage now. Hated Mitchell. Won't be back there. I'll keep in touch Sent from my SCH-I605 using Tapatalk 2

will this work with the new motoshop sms? We're considering switching. Sent from my SCH-I605 using Tapatalk 2

I know ideally it would he best to send a writer out to the vehicle with the customer, look the vehicle over and maybe even do a pre-work ride. This catches scratches, dents or dings that could later be "your fault". Sometimes this just isn't practical in a small shop, in your case I'd think it should be the techs responsibility! You'll need a way take it official, like adding it to their job description Sent from my SCH-I605 using Tapatalk 2

Recently started a Facebook page and really dislike their rating system. I've got a good number of likes and things are going well but I got two private ratings, a 1 star and a 3. I know it's just part of it but I'm almost convinced it's not a legitimate review. It's been at least 1 full year since we've had an unhappy customer that I know of. And we work very hard to follow up and make sure.all is well. I know they like to give the option of not posting your name to the page or a review but why couldn't they tell the page owner who left the bad rating. I understand it's just part of it and I shouldn't take it personal but it's hard to when someone leaves a bad rating. For all I know it could be a used to be friend or a competitor. Sent from my SCH-I605 using Tapatalk 2

I charged 3 hours today on a diagnosis and .9 hours replacing the part. It's on a system that I'm very (imo) proficient on. There is NO way the test can be done quicker even though the book hour calls it at 30 minutes. The job requires scan tool/scope use, checking fuel pressure, removing and installing injectors and rocker arms , lash adjustment, barring the engine over and doing all this multiple times. In my opinion the solution multi sided. A: tech doing diagnosis must be good and willing to learn. (Scanner Danner and other educators can do more for your bottom line than you could ever imagine) B: you must charge for every minute of diagnosis, regardless of what everyone else is doing. (You might say what if I loose my customers, well when the other shop can't fix it correctly guess who they'll call? When the other shop owner goes bankrupt who will the call?) C: flowcharts don't work and cause more harm than good in some cases. Technicians who follow processes like Paul Danner and Dan Sullivan teach will be far faster and more successful and happier than a tech following a flow chart. The tech must have a good knowledge of wiring diagrams and electrical theory but it's not rocket science! KISS. Read the codes for free, assist them in any way possible but don't give your most valuable inventory away for free or half price your usual rate. Sent from my SCH-I605 using Tapatalk 2

Thanks guys! I may do some videos. Just not narrate and do a text message delivery. Sent from my SCH-I605 using Tapatalk 2