ScottyP

What a great story! Thanks for sharing.

You also need to take a look at the brake work your techs are doing. One of the biggest no no's I've seen is pad ends being ground down to fit in the brackets and abutment hardware, even by well know shops. I assume you're in a salt zone as I am and one of the problems I see on a daily basis is rust buildup behind the hardware which starts to pinch the pads and sticks them in the brackets. Hardware needs to be removed and all rust cleaned off the brackets. I have several methods but my favorite is to use the sand blast cabinet. Once the rust is gone I treat that surface, grease it and install new hardware and then the pads will fit perfect, not too tight and not too loose. I assume you're greasing the pad ends and or abutment hardware, glide pins as well as the caliper piston end and opposite side contact areas. In the four years I've owned my shop I have never had a brake job come back for squealing, and I do a crap ton of brake work.

I had a customer come in yesterday and she told me the dealer said she needed front wheel bearings. Guess what, I just replaced them with Moogs 2 months earlier, I mean come on it was plain as day the front wheel bearings were new. Same dealer told my sister her front brakes were so bad they didn't want her to leave with the car. She brings it to me, pads are 3/4 full and everything else ok. 6 months later they tell her the front calipers are sticking, they were not. I get crap like this all the time from a local dealer, they prey on women with fear tactics. Too many stories to tell.

Wish I had some clear cut answers for you since no shows are a killer, can't imagine 60% stiffing you and I do consider a no show stiffing you cause that's lost time and income. During out first conversation and booking the appointment I usually get a feel whether they'll fall into that group or not, and if my gut alerts me I tell them to make sure they give me 24 hours notice if they can't make it, and I drive that point home pretty firmly. The tell tale signs are almost always money related, if they flinch at the price, if they ask if they can buy the parts (#1 big red flag), etc but almost always price related. It's also usually younger customers, specifically males in their 20's with older cars. I think they have buyers remorse over making the appointment or found Joe Blow shadetree to do the work for less. If they stiff me once the only way I'll put them back on the schedule is if they leave the car and keys with me. Once it's in my possession I'll get it on the schedule and they're going to have to wait for an opening, no way they're going to get me twice. Good luck.

I don't book my schedule 100%, instead I leave some spots open usually every other day. They always fill up, and it gives me room to squeeze in the emergencies that can't wait. Also I try to schedule the jobs that can wait further out if possible. We're usually booked out 2 - 3 weeks but those weeks will have slots open for just this reason.

I'm sure I'm an exception due to the trailer and hitch side of my business, but I've got customers in almost every town in the U.P. of MI. I have a customer coming from Calumet tomorrow for a new fifth wheel hitch on his brand new 2015 F250 diesel, it's a $1,450 sale. He also drove here last fall for a hitch and wiring on another vehicle. He's over 2 hours away, some have come farther. I've asked a few why they drove all the way here for a hitch installation/wiring package and in almost every case they said they don't have anyone local who specializes in it or who they would trust. My web presence has brought those customers in and I believe that's very important in this day and age. People will travel for the right shop but getting that reputation and customer base will take some time, effort and money. It's hard enough being in a good location and a real challenge if you're not. Why handicap yourself right from the start? I mentioned I waited almost 2 years for my shop and it was worth it, my location is everything. I can tell someone coming from 3 hours away in one or two sentences how to find my shop. My shop itself could be bigger, I could use 2 more bays but I wouldn't trade my location for a bigger better shop, no way not worth it. Good luck man think hard about this and don't make any rash decisions.

Praise God, He is always faithful!

Are your higher end customers willing to travel to a lower end area to have their cars serviced? Might there be a stigma attached to doing business in this area that the high earners will avoid? It might be a great shop but if those you are targeting aren't willing to come to this area it's going to be a big problem. I waited almost 2 years to find the right location. I almost made a deal on a shop that was only 1 block off the beaten path but ended up passing, and glad it did, someone else took it and failed. The ultimate location finally turned up and I'm so glad I waited because it was an immediate success in my first year there. Be patient and do your due diligence.

I also take customers into the shop, they really appreciate being able to see things first hand.

Living far up north I deal with rust everyday. It's part of my work and I don't make much of a deal over it or I'd probably go nuts. A day doesn't go by that I don't bust out the torch, air chisel or what have you to break something loose. It's a rare occasion that I can crack a bleeder screw open without a little heat. Dealing with it is kind of worked into my cost, I mean on average I know how much time is spent on "unseizing" stuff. Sometimes it takes longer and sometimes it's quicker and every now and then I get a southern rust free car in, man you guys down there have no idea how much easier you got it! I know that doesn't relate much to your line of work, but I think consistency in pricing is important. My son is a front end alignment tech at a local GM dealer and their rate is the same regardless if everything's seized up or not. I don't think it's good to vary your rate, even if some jobs are going to take a little more effort. Franchises succeed because of consistency in product, pricing and systems. All the tire shops I know have a rate for tire on/off, balance, patch etc and may discount that if 4 new tires are purchased, but no difference between mounting and balancing 1 tire or 4. If you're constantly varying your prices people are going to wonder why, and you have to explain how everything was rusted and then you get into this big discussion and waste more time and they probably won't feel good about being charged more either way. Just work it into your price and don't make a big deal out of it. That's my opinion anyways.

I've focused on women since I opened and have become a shop they can trust and feel comfortable with and let me tell you they can really spread the word! I haven't tracked the percentage but like xrac I'm guessing it's at least 50% women, maybe more.

This is good advice. Stay out of debt as much as possible imo. I started small, still am small, but my start was in my home garage which is actually nicer than my current shop, well except for the lobby. Anyways I worked out of my home shop for 3 years part time, completely legal too with all licensing, zoning etc, until I had a good customer base and felt it was the right time to move. Rented a nice 2 stall shop in one of the best locations in my whole area and moved in 1 1/2 years ago. Was busy from the start but the first winter was tight. Make sure you have some cash reserves cause you will need it. My first year was profitable, I did well, very well. My second year is already way ahead of the first and I learned some valuable lessons along the way. My jobs are more profitable and ARO's are much larger. Honestly on a daily basis my car count is no more than last year, maybe even less but my tickets are bigger and I'm charging what I should be getting paid, and people are happy to pay for good work and service. I learned a lot about scheduling, last summer I was way too tight and it almost killed me. Now I give myself some breathing room. I shoot for 3 job days as I call them, and I can average $1000+ per day, remember it's just me and I still have to do everything else involved. Yes right now it is a job, I'm paying my dues so to speak to build this business. My monthly expenses are still very low, rent, utilities, ins etc only cost me $1500/mo and I have no payroll. I do have a cousin who helps me in the summer and I don't have to go through all the payroll stuff but that day is coming soon when I will have to bite the bullet and hire help. Right now I'm booking out 2 weeks and losing some work just because I can't get them in. We'll see. Good luck, it's hard work but rewarding.

What about the parts store diagnostics? I get these guys in my shop that'll say something like "Autozone diagnosed my car and said I need an O2 sensor, they sold me the part can you put it in for me?" Customer will insist the diag is correct and just wants the part installed. Had a lady insist she needed new front struts on her Honda Accord. When I asked why she said because it's clunking and the parts store told her she needed struts. It was upper ball joints. Had one in this week, Advance had told him he needed a new brake booster, his pedal was randomly sinking to the floor. I asked him how they knew it was the brake booster, he said 2 of them looked at it, one pushed the brakes while the other listened and heard the booster leaking - it wasn't, it was the master cylinder of course.

I often wonder what the consequences would be for locking the doors for a couple days. Being a one man shop I never get a day off, except for Sundays, although sometimes I will take a Saturday off. Or what if I get sick and just can't come in? Nice to hear your customers are OK with you shutting down occasionally.

I've had a Danmar Brigadiere 10 ACX in my shop for 2 years now, it's just a rebranded BendPak XPR-10A. It works fine, but I'm constantly having to clean the lift arms. They get real sticky from dirt, road salt and crap that drips off the cars, mostly in the winter, but now they are sticking all year. I have to flush them out with a hose real good while working the arms in and out. I wish the arms would come apart so I could clean them good. Other than that I've had no issues. Price was right at $2450 delivered with an oil change cart thrown in free.

Good advise. Promoting a “Summer Vacation Road Trip Package” gets people to be proactive about their maintenance. I wish people would prepare and plan for their trips better when it comes to their vehicles, and in my case trailers, campers etc. Since I service trailers at my shop I see it all. I get them in on a Friday, camper attached, loaded, truck full of kids all heading out of town on vacation. Only dad realizes the lights on the camper don't work so he pulls into my shop begging me to help him out. Or the guy who stops and asks why his trailers left rear tire is crooked and starting to smoke(bearings toast) and begs me to fix it cause he's also on his way out of town. Or the guy that's out of town on vacation and now has trouble. Fridays are nuts around here.

Is that really true? Just seems hard to believe. I get maybe one no show every two weeks on a full schedule. Could you be hard selling them to get them scheduled? They finally say yes and then have no intention of showing? Just guessing here. I put nearly zero sales pressure on my customers. Simply put I explain what's wrong, what it will take to fix it, the parts I use(sometimes), how much it will cost and when I can get them in. I think I sometimes use a little reverse psychology when it comes to my schedule. "Sir, I can get it in next Wednesday at one", "really, nothing sooner", "well if you can drop it off Friday and leave it I will fit it in". "sure, perfect". I do that quite often actually, not really bs'ing most of the time. Also is your pricing in line for your area? What do you think caused the decline after good sales over the winter? What part of the country are you in, around here winter is the slowest and we get slammed in the spring. Good luck man. There are much more knowledgeable people here then me and hopefully they can help you.

I've been a one man shop for two years, it's been challenging but also rewarding and very profitable. My biggest problem is interuptions, answering the phone and waiting on walk in traffic. On busy days makes it hard to get work done. Still though I manage to bill 6 or more hours nearly everyday(flat rate), plus parts and accessories sales(besides auto repair I'm also a trailer shop and sell lots of parts). My other problem has been overbooking. I'm getting better at that though. I'm typically booked out a week, but I try to leave some slack time on certain days if possible for my own sanity, the job that runs long and those emergency repair situations. Don't know how long I can hang on by myself nor how long I want to. It's a lot of work and I'm 51 now. I've been trying to avoid getting into payrol, you know work comp, taxes, 941's. I had another business for 25 years with 4 - 6 guys working so I know the drill and am trying to keep it simple this time. So yes, a one man shop can make it, but be prepared to work hard.

Fleet service has been good for my business, especially in slow times. I service fleets for a few contractors, an electric motor shop who does a lot of off grid power work and has 8 trucks, a landscaper, a realty company, and a couple snow plow businesses. Not a week goes by that I'm not working on fleet vehicles. Yeah there's some junk to work on but overall it's been well worth it. Got most of it through cold calls on the businesses.

I have a shower at my shop, it's really a storage closet cause it's never used. When we're done we just want to go home.

I went into specialty services, brakes, trailer hitches and trailer repair. The only specialty brake shop in our town was Midas, and they gouge big time. Brakes are easy work and good margins. I do other auto repair work but I limit it to wheel bearings, front end work, shocks and struts. I did not want to get into general auto repair and diagnostics(mad props to those who are). I am very busy with brakes and have become THE brake shop to go to. We didn't have a trailer and hitch shop in town so I offered those services as well. Hitches, trailer bearings, wiring, brakes, along with vehicle wiring for trailer lights and brake controllers is now nearly 70% of my business. It has exploded and I can barely keep up with the work. It's highly profitable too. Most hitch and wiring installs are around $500 and take 1 1/2 hours to install, most of that the wiring. My parts cost average $130 so I make $370 for an hour and a half. I did 7 hitch installs this week, plus other related work. I am now a Curt Mfg Platinum dealer and installation center and have overnight shipping from their factory in WI. So what I'm saying is take a look at all the shops in town and what they offer for services. Look for niche markets that are unfilled. People like to deal with specialists and if you become an expert in the right field they will beat your door down. Worked for me and I'm in a small population area with a lot of shops, many of which are struggling.

I help plenty of people out at my shop. Just last Saturday I had a kid in with a blown brake line. I know him and his family from TKD and I know he doesn't have a lot of money to spend. Did the job for half what I normally charge, and after he saw his rear brakes just hit metal, dug through the pile of brake pads and found a set with half a pad left and stuck them in for him so he could get home and fix the brakes himself. But my experience with customer supplied parts is not good. Last month a guy brought an Audi A4 in for front brakes, and he says parts are in the back. Great. So I do the job and charge normal rate, but I also find upper control arms, tie rod ends, rear wheel bearings, and CV's are all shot, I mean bad, you could rock each wheel an inch. So we schedule the worst of it, 5 hours, of course he says he get the parts. Day comes and he calls 30 minutes after his appointment time, can't make it. Ok crap happens and I had other work I could get in. He reschedules for the next week, day comes and he never shows, doesn't answer his phone and I've not heard from him since. That day I didn't have anything substantial to bring in and only one other appointment, cost me 5 billable hours. This week I had a guy who wanted front brakes on his car, says he'll get the parts. I quoted him labor,which was $30 more than if I supplied parts and he agreed and scheduled the work. Today he called and cancelled. Guess he found someplace cheaper, even though I was highly recommended by two different parts stores and a buddy of his. These are just a couple. In general I have not had good experiences with those who want to bring parts. I try, but they end up hosing me in the end. And it's not like these guys can't afford to pay for the work, it's just that their attitude is nobody's going to make money off them. I'm seriously considering adopting a rule not to install customer supplied parts, and reading the above article leans me even more that way.

I'm a one man shop with 2 bays, one for vehicles and one for trailers. I average 2.5 or a little better cars per day and 1 trailer(more lately - slammed). My jobs mostly consist of brakes, wheel bearings, trailer hitch installs and trailer repairs(easy in and out work with high margins). Hitch and wiring installs average $525 per ticket so keeps my average up, which I would guess at $350 per job. Trailers can be big tickets as well, new brakes, bearings, seals, lighting repairs can be $700, more with new hubs/drums. Not at the shop to get actuals atm. Ready to hire help, can barely keep up and booked out a week or more.

Maybe this varies by region, because a building behind from mine sold a couple months ago. It was originally a gas/service station and that was maybe 40 years ago and prior. Then it was a muffler and brake shop until it sold. Now it's going to be a farmers market, whole foods type of store, just like that! That's quite a change and there was no enviromental work or studies done at all. They got in a little heat for not pulling permits and changing zoning usage, but that seemed to clear up quick and they are back working on it.

I charge an additional 25% labor if they supply their own parts and there is no warranty. I strongly discourage customer supplied parts and usually win.