mmotley

Depends on a lot of factors I think. If you are a specialty shop, quick lube, small town, big city, etc.

Agreed. I should have specified that my example was of a customer who bought their own key/remote online. All I was having to do was cut the key and attempt to program There was no risk for occupying a stall or anything like that. I told the customer I would take payment upfront and if it didn't program after 2 tries, he was on the hook regardless. He ended up returning the key/remote and just buying mine. Anything like an oxygen sensor, spark plugs, valve cover gaskets, etc, no way. I used to struggle with this. I didn't want to let the job walk out but I hated the way those customers would smile like they had figured out some way to take advantage of me and save money by getting the parts online. I was speaking with a mentor of mine and he told me the solution was easy. 'Just say NO! How hard is that to understand?' Since then, it haven't had to deal with any customer supplied parts. I've let a few walk out the door though, and it allowed me to get back to work on better customer's cars.

Yup.

After the first of the year, I made a decision that I would not allow customer supplied parts unless we were making more than what we would make getting the parts ourselves. Example: A customer bought a part online for his car. It cost him $150. He asked how much I would charge to install it. I said $275. He asked how much it would be if I supplied the part. I told him $300 total. So it was going to be more expensive for him to get his own part and I was actually going to make more if he supplied it. On top of that, he was not going to get any sort of warranty. I have come to dread these customers, but they exist nonetheless. I figure if they are going to get their own parts anyway, I might as well make a killing installing them. I usually either double the labor or look at how much I was going to make off parts and then double that.

She makes sales, schedules work, collects payment, answers phones, etc.

Not coming to complain or get any sympathy, just hoping my story might help someone feel better about their day. It's Monday... Both employees pull in the parking lot 10 minutes late. It's 34 degrees outside and raining. I grab my tablet from the charger in the office, only to notice the screen is cracked (most likely my fault from when I took it out of the case to clean it Friday evening). Me and the other tech go to work on replacing 6 control arms on a car in the shop, we find the last 2 control arms are seized on the ball joints, which are part of the knuckle. About this time, my dad shows up with breakfast burritos for everybody, bringing all work to a stop. A customer is in the waiting area to witness this (customer LOVES our shop and doesn't mind, but still). Dad leaves to go buy a special tool to remove seized control arms and forgets to save the receipt for the shop tool (accountants love when you don't have receipts for purchases). 2 customers show up at the same time for oil changes, we only have 1 other empty stall. A 3rd customer shows up, walks directly into the shop and I say hello, small talk for just a few moments (I assume my service writer will be out any moment to properly greet the customer and find out what they need). Before I know it, the customer is pulling out of the parking lot without anyone ever really speaking to them!!!! We get the control arms loose after air hammering, MAPP gas, pry bar, sledge hammer, die grinder, and a tons of WD40/PB blaster. Of course we will need 2 special castle nuts to replace the old ones that got damaged (special order of course, 2 days out). The car is now stuck on my lift until the parts show up. The phone rings and I hear that the Prius battery will be delivered tomorrow morning, 8 AM. Prius battery's come with a $1350 core charge. If I do not have the old battery out and ready to swap in the morning, I will get charged the core and they will refund me the money via check at the end of the month. It's now 4:45 PM. I mention to my service writer that I need her at work at 8 AM sharp, like we discussed during the interview process. Long story short, she will try to make it on time from now on or will let me know if she decides to just go back to her old job... FML I make it to the cell phone repair place after work where they told me over the phone that they could probably fix my tablet screen. They now tell me they can not order a replacement screen, I will have to order one on ebay or amazon and bring it to them. Pay roll taxes are due Friday, sales tax is due next week, it's 9 PM, 44 degrees outside (my shop has no insulation), and I just finished pulling out a Prius HV battery... The cables on HV battery are corroded and will need to be replaced, and I know these are special order. On a good note, I got a new deWalt cordless impact delivered today along with the new service writer's name tag (hopefully she doesn't quit). Keep your chin up, this too shall pass. Try to remember those great days where customers bought every recommendation, every bolt turned smoothly, and know that more of those days lie ahead. Hopefully this helps someone down the road, or at least gives a few of you a laugh or two

Somewhat same boat... I hired a guy with a GREAT attitude from the local parts store to run my front desk, answer phones, build quotes/estimates, etc when I first opened. Took him probably 2-3 months to really hit full stride, but he ultimately wanted to turn wrenches with me. I DREADED pulling him from the front desk and hiring someone new to replace him (have to train the new person and now train a new tech at the same time). The phone rings non stop, customers schedule appts, special order parts, waiter drive-ups... I can't imagine doing without someone to at least answer phones and collect payments. I hired a girl who has an AMAZING personality and I know will be a rockstar if she sticks with it till she gets the hang of it (and if she can figure out how to show up on time). It's just tough getting through the training period. Worst part is, I haven't done any advertising in 6 months and we are getting busier and busier... It's tough keeping up the customer service levels with the increased workload

But you're so polite and humble!

I charge labor on just about everything except wiper blades. $10 for air and cabin filters, $15 for bulbs, etc. Some are super easy to do, others suck. It evens out. Also, my employees incentives are based on hours sold, so I would be cheating them if there wasn't any billed hours. ... I pay 0.2 for filters, 0.3 for bulbs, 0.5 for tire rotations. Obviously I adjust the labor rate for these specific jobs. This is where you want to start watching effective labor rate and such.

I'll save my time and yours... I agree with what everyone else said here. I could give you more examples, but you don't seem to get it.

Fire him...

Tool truck guys seem to be a reliable source of information on techs... They know who skips out on tool payments, who got fired for what reason, etc. They talk to disgruntled techs at other shops and might know someone who needs a new job and is worthy of hiring.

Mike brings up a great point that I completely forgot. I can't tell you how many times I have taken pictures of doors, dashes, seats, etc with my phone before I started working on them. I don't tell the customer, but I make sure my phone dates and times the photo. This avoids walking around the vehicle with the customer and pointing out every little detail, but covers me on some things that I feel I might be walking into. Great idea. Not sure if this would help in your situation since it sounds like she is complaining about arbitrary damages, but hope it helps some.

I've only had to 'fire' 1 customer before. It consisted of telling them we will not work on their car and please do not return again. All was done politely in the office, closed door. No arguing, no revisiting what was said, no misunderstanding. Plain and simple, I respectfully decline to work on your car because we feel like neither party will be satisfied in the end. In your case, yes, I would tell the customer to 'take a hike' IF you truly believe that you did not cause the damage. If you ABSOLUTELY KNOW that you or your employees did not cause the damage, I would not back down. SOME customers will take advantage of you if you let them. I would say to consider how good of customer they have been so far (bought all recommendations?), but it doesn't sound like they have much of track record to go off of. Exercise your best judgement, but I wouldn't fix someones scratches just because they threatened me with negative online reviews. If the customer actually threatens with a negative review, I'd probably mention something about slander, unsubstantiated allegations, and compensation for loss of business.

I'm not sold on online reviews yet. I just posted on another thread about how the used car lot down the road has 2 out 3 reviews as 1 star (one is a girl claiming she was hit on and had stuff stolen out of her car while on a test drive, the other says the car lot guys will come still parts off your car at night after they sold it to you). The car lot hasn't gone bankrupt and people still go there. Everybody probably has some negative reviews, everybody probably has some 5 star reviews... Doesn't really seem to make a difference from what I can tell. Advertise right, invest in shop appearance and tools/equipment, focus on customer service, and the rest will take care of itself. I think of apartment complexes and restaurants when I think of how much weight online reviews carry. Every apartment complex out there pretty much has bad reviews (loud neighbors, roaches, water leaks, etc) and every restaurant has bad reviews about a waiter/waitress with a bad attitude, cold food, or whatever. In the end, I would say asking for an online review is about as far as I would go. At most, offer a $5 discount. We use tablets here and I set up shortcuts on the home screen for Facebook log in and Google log in (as soon as you log in, you are instantly directed to the respective review sites). All we have to do is hand the customer the tablet, let them log in and leave a review. Feel free to PM on how to set up the shortcuts on a tablet for your review sites, it takes just a few minutes and is free!

I have come so close to offering discounts for online reviews... Then I realized the car lot down the road has 3 reviews. 1 says the salesman put his hand on her leg and told her to take a back road and find somewhere quiet, then told her he knows all the cops in town and they would never believe/listen to her. The other said the car lot sneaks onto your property at night and steals parts off the car they just sold you... Point being, these reviews are 3 years old and the car lot is doing just fine. A negative review won't kill your business. Certainly not saying they are pointless and ignore them, but they are not the end of the world. And she might not even leave a review at all. It already sounds like a customer you don't want. It's OK to fire her as a customer. All she is going to do is hurt your bottom line, which makes it harder for you to stay in business and provide good service at an affordable price to better people.

I work right next to a moving company. If I had to guess, there is no way it is $125 per person. I know how they pay their guys. Just FYI

GREAT article!!! I can't agree more with his comments about parts pricing too. Just realized this article was written by Bob Cooper of Elite. The common sense approach laid out in that article is now really making me consider going to Elite for training/coaching.

In California, that's all I needed to hear Sorry to hear you have to deal with that

Law enforced? Really?

Closed Thursday and Friday

Could you not change your script to give out the quote, then follow up with what sets your apart from other shops (ASE's, warranty, rentals/loaners, better parts, fast turn around)? And also follow up with "I think I can get that price even lower when I look at it here in the shop. I've had a lot of cars lately that got quoted a bunch of parts they don't really need". Just seems like instead of arguing with a potential customer, give em what they want, then tell them why your price may be higher than others.

Would it have not been quicker to just quote him out the service he wanted and let him go? 2 possible outcomes. 1.) He never shows up. 2.) He shows up, you inspect the vehicle before you ever get started, and present him with what you find, IF there is anything else it needs. If he gets upset that you tell him he needs more work, tell him fine, you will proceed without replacing the radiator or whatever, take his money for what you quoted him, and you'll see him back in a few days when he pops the motor. Show him pics of it leaking or whatever... Just the way I see it

I offer free pick up and delivery service, as long as they purchase oil change, tire rotation, and multi-point vehicle inspection. I also offer it if they have a check engine light or whatever, as long as they agree to pay diagnostic fee, regardless of what we may find. Surprisingly, not that many people take advantage of it. We even leave you with a free loaner car (my loaners are not cheap cars either). I advertised the service in hand addressed letters to about 1500 customers. Maybe 1 or 2 a month ask us to do a pick up and delivery. I'm curious about your 3rd point you made. Adding value to the description on the invoice? Care to explain, I'm interested.

PJ, just curious, how many times did he mess up before you decided enough was enough?