ncautoshop

If you don't mind me asking what was the job on? What did he damage? Any photos? Makes me feel better about accidently letting one slip out without a test drive and issues still present! lol Sent from my SCH-I605 using Tapatalk 2

My wife and I have been working towards a standard operating procedure manual to make sure everyone is moving seamlessly and in the same direction. We're looking to the group for 2 things: 1: what are the topics/areas that you really couldn't imagine not covering? 2: were there any items that were added later or items that had a "wow" effect when implemented. Just trying to make sure we get a grasp on the initial coverage and will add and modify as we go. As always thanks for the help! Sent from my SCH-I605 using Tapatalk 2

I like the higher quality and oem brands that worldpac offers and the speed of service and professionalism offered by advance. My issue with advance isn't part quality, it's the manner in which they operate. That may be the private store factor. Sent from my SCH-I605 using Tapatalk 2

Our Napa is awful. Never get the order right, online orders never get sent, not interested in timely deliveries. Trying to use worldpac more but shipping cost and time frame kills that. Sent from my SCH-I605 using Tapatalk 2

I've been using the matco 3 1/2 tons with no issues for a while now. A bit steep. I like the Napa jacks as well! Sent from my SCH-I605 using Tapatalk 2

Exactly! In most cases list is no where near high enough! Sent from my SCH-I605 using Tapatalk 2

Ford is the only one that I know of that offers labor compensation. Sent from my SCH-I605 using Tapatalk 2

That's an interesting concept. I've always felt our local dealers left a lot to be desired quality wise. I always assumed they had a higher overhead. Our local dealers are all single store setups except for imports which all seem to be chain stores.If your thoughts are in fact the case a good portion of us may be working for a dealer when it's all said and done! Sent from my SCH-I605 using Tapatalk 2

Agree completely. We have more pull in volumes. I think the more attention we bring to the issue and the more folks who speak out the better chance we have at improvement. As you know I've been in contact with my reps. If anyone has input on addressing this on a wider scale I'm on board! Sent from my SCH-I605 using Tapatalk 2

Our local Toyota kills me on pricing in most cases, yet they have 10 more techs and a much higher overhead. Sure hope they sell a lot of cars! Sent from my SCH-I605 using Tapatalk 2

It doesn't matter where we buy. Our matrix will not allow a gpm below 50% on the job. I've posted my matrix somewhere lol Sent from my SCH-I605 using Tapatalk 2

At advance our prices matched, after asking for the lowest price I was able to get to 134.00 without getting into their "red zone". Sent from my SCH-I605 using Tapatalk 2

Give me a part number we'll do a comparison at advance. (If you want) My account isn't that great somewhere around 200k in 3 or so years, but it will some give comparison. Sent from my SCH-I605 using Tapatalk 2

Maybe once established and doing a large volume but starting out many of them look at you as a PITA customer that doesn't help their numbers. I receive more discounts and referrals from our local part stores than you can count. Sent from my SCH-I605 using Tapatalk 2

Build a relationship with store staff. Be there to help them when they need it and they'll be there when you need help. It's not all about price either, remember your selling a service, not cheap parts! Sent from my SCH-I605 using Tapatalk 2

This is always tough. We're on a vw tdi job that we spent way to long waiting for aftermarket parts and now we've installed in and found the machine shop surfaced a warp into the head. The customer has been understanding but some won't be. As said before some may look for free work, some just look to place the blame anyway possible. The reality is, in this line of work its going to happen. Things won't get fixed the first time, won't get fixed fast enough, cost more than expected and the list goes on and on. Honestly if you ever find the answer you will have shop owners beating the door down to hear it. I'm not sure there is one right answer but I have found what works for us. 1: Be honest, open and positive. 2:Never accept liability until your positive you or your staff are truly responsible. 3: Explain from the very beginning known charges and that during said type of job it's possible for more items to be required. 4: Don't get caught up in trying to fully please the customer, in these situations sometimes it just won't happen. In other cases you might stress yourself out to the point your more worried about pleasing than they are about being pleased! 5: Charge fairly, don't work for free under any circumstances (unless your the cause of the problem). If you feel obligated to offer a deal in a situation like this have a discount policy that locks it at 10-20%. This will prevent you from unnecessarily discounting your profits away. I find if I already have struggled with a job and then take a loss I end up being upset with myself, the car and the customer lol. I might even cringe next time they call, and believe it or not they can hear it in your voice lol. I'm not sure if this will work for you, it's just what I remind myself when similar situations occur. For instance today a customer came in from out of town. We had worked on his vehicle (lots of aftermarket go fast parts) a couple weeks back and found he had a cracked injector nozzle causing a misfire, low power and smoke. We pulled them and had them sent to the company that built them (2 years ago), they found a cracked nozzle as suspected. They priced repairing 1 for $500, which included setting the other 5. Or $900.00 for all new nozzles, a complete rebuild job. Now I don't necessarily agree with the companies warranty policy but that was the deal from the get go. A 1 year warranty. They knocked off $100.00 on the repair service. He chose to fix the damaged injector not all 6. If you guessed he came back with the same problem you'd be right. Don't know if it was the repaired injector or another one but I explained if it was one of the others he'd of course be responsible for charges similar to the last bill. He wasn't happy, but I can't work for free! We have a sign in the shop that states no warranty on performance parts or labor when using performance parts. Is it fair? Probably not but life's not fair lol. If I've done something wrong and it's our fault I'll foot the bill for the labor out of kindness, but otherwise the owner is paying. I may not handle things the best way, and of course I'm open to any advice possible. If nothing else I hope my story will let you know your not alone! Sent from my SCH-I605 using Tapatalk 2

It's really slowed us down. Had 16" Wednesday and Thursday left us 3-4". During the cold spikes we had windchill maintaining -30f below during the day, 70 mph gust or higher. Due to our shop situation we were at a standstill for days at a time! Sent from my SCH-I605 using Tapatalk 2

Don't feel bad about those numbers. We're a 2 bay, one with a lift and one without (very bad setup, turn down as many jobs as we take) and we average 7-15k a month depending on the time of year. I've kept an eye on your website and Facebook post, your going to get their! I recommend you to everyone in your neck of the woods! Sent from my SCH-I605 using Tapatalk 2

The EMyth! Sent from my SCH-I605 using Tapatalk 2

As I made my way through the mess that was Thursday, I kept thinking back to your book and saying "I'm not the only one this happens to, it happens to other people too, this is not a direct assault on my sanity just a display of my customers sanity".Gotta say Gonzo if it wasnt for your book and the support here I'd likely have locked the doors Thursday evening and never looked back. Sent from my SCH-I605 using Tapatalk 2

Amen! it requires the best diagnostic skills and they must be on point every single day, every single job. One mistake can wipe out a business in the blink of an eye. Be it reputation, financial or legal mistakes in this field are pretty substantial in the customer's eyes! Sent from my SCH-I605 using Tapatalk 2

We deal with this daily as well. Yesterday a paying customer came in for 1 issue and the vehicle he was driving to drop the other malfunctioned. So we had to pull off the 4 scheduled jobs to fix 2 rush jobs, which turned into customer helpers. I was miserable lol! I'd like advice on this subject as well. How do we make customers we've always "jumped" for understand that they need to follow our scheduling system? Sent from my SCH-I605 using Tapatalk 2

I'd like to see some examples of letters everyone's using. We've got all data manage and can use their stock forms but Microsoft no longer sells the older word that all data works with so that part of the program is useless. Considering doing it manually but don't really like their letters. Sent from my SCH-I605 using Tapatalk 2

This is how I handled the Jeep customer. She was upset and so was I but the entire situation was out of my control. I can control my work flow but the speed and accuracy of the other businesses I depend on I can't control. I smiled and told her I didn't think we were responsible for the damages to the vehicle but if she ran by Monday we'd reinstall her fender flare on the driver front and it would cost absolutely nothing and that I was very sorry that it took so long but I had her back and we'd make sure she was happy. Not another peep! Sent from my SCH-I605 using Tapatalk 2

We try and help educate there staff while we're in there. It let's them see we know our stuff and it ups their ability to help their customers. Sent from my SCH-I605 using Tapatalk 2