3PuttFever

I appreciate the advice. There is some merit to taking the high road. Very difficult to ignore bad reviews when the people are intending to cause my business family harm. My nature is to take care of all my customers. A few customers treat us as beneath them or as if we're cheating them. When they go to online review sites and exaggerate or mislead people with half-truths or lies you bet I'm going to defend myself. And no, I'm not doing something for free for a bad customer just to see if I can earn their business. If that works for you great but this is a flat out struggle to be profitable. Not one of my vendors feels sorry for me. Not one of any business I frequent do I get anything for free. If a customer isn't willing to pay for my expertise and service then they AREN"T a customer. I also don't believe giving away something for free will result in referrals other than 'they do this for free'. To each their own and results vary, right? There's a distinct pattern of the complainers and decliners and I'm getting better every day in recognizing how and what I need to do to be successful.

I've lost sleep over people's lies and words online. Late last year I heard a religious speaker on my radio when driving home talking about how there will ALWAYS be some people against me. As long as I know I'm doing honest work and my best I can't let the negative people bring me down. I've decided that I'm not going to battle people on Google or Facebook any longer. If we screwed up we own it and fix it. If we didn't we work with them and find as close to a win/win as possible. If they ONLY want to damage my business reputation I will apologize for their negative experience, briefly mention that I don't see it the same way, but I'd be happy to work with you in-person to resolve. They NEVER call or return to resolve because ALL they wanted to do was to let everyone know how unhappy they are.

It's not a lowered vehicle. An Audi A6 that sits a little low. Just seemed odd to have been torn up as badly as it was.

Don't you believe that if this really just came off after 2000 miles you'd see more instances of this happening? Something happened but I don't feel it was your shop's involvement. I've had it happen here twice and both times it was a scam.

Filters just don't fall off, especially after that long of a period of time. If another shop attempted 'repair' I'd question whether or not they're involved. An oil filter blow off would have ample evidence of the event with oil all over the under side of the car/truck/SUV. 'Driving it and smells something hot so pulled into another shop.' Without that filter it would get hot quickly and there had to have been warnings to shut the car down pronto. If this is a good customer for me - I consider the used engine replacement but that's the same as admitting fault. Insurance claim is an option. One of my good customers had two CV axle boots torn to shreds after a year. Something hit those boots and I told my customer. He asked what could tear them and I say anything other than flat pavement where this car has been, like a field, could have this lowered car suspect to damage. His son, naturally, tells him "No, Dad, I never was off road. I promise." Dad believes him. I redo the work, file a labor claim with supplier, and move on. Sure, weird things are possible but very, very unlikely. Also - I won my small claims court case on a guy who claimed his filter fell off and he lost an engine. Follow your heart, Tyrguy and do what you think is right.

Just read the article. Thanks for the giggle Vlad. You're going to find out exactly how much that complete brake job on the 2008 Chevy Tahoe costs so consumers can compare? Sure, knowing that the truck has been abused, neglected, and is rusted to sh%t underneath your little 'program' can tell that the bleeder is going to break off, need replaced, then the brake line is going to bust loose at the next weak spot. Let's face it, Vlad, you're an opportunist preying on consumer fears of being taken advantage of. A pure deflection move meant to distract consumers from the real thief. Our industry despite having a reputation that isn't deserving of the honest shop owner and Technician will survive just fine without you or your little algorithm. Some people will never trust us because they have trust issues with just about everyone and everything. People naturally are skeptical with what they don't understand especially if that means shelling out money they don't want to spend and haven't planned on spending. The hugs I get from my customers, the cards and gifts of food at holidays or just surprises are all the proof I need to know I'm doing it right. And if I miss out on a millennial or two's business because I refuse to outbid another shop without even seeing the car for myself I'll sleep well at night still. I just don't see the benefit in Vlad's concept.

Not a one-size-fits-all question to forum members. We can usually tell when someone is a scam artist or when someone truly believes we damaged the vehicle. With my car count here we have a few every year. I've had people call in and if it's something easy I just take care of it and build goodwill. If it's going to cost me alot relative to their history and predicted future RO's I investigate. If they're simply scamming me, like for a new engine because their oil filter just fell off 3100 miles and three months after our oil change then I fight. Won a case in Small Claims Court this week because I refused to cave in, settle, and fought for what was right.

I have shop management software that isn't integrated with either. They are developing their own digital inspection form and it's buggy. Just switched two years ago to this shop management software and I love it - except for not having any integrated inspection after market product. Ironically, the software I switched from IS integrated with Bolt On and Autovitals. Ouch... Thinking of using a digital inspection form separate from our shop management software. Not ideal but if I can improve ROA and sales it will be worth it.

Very Happy for the 95% closing! That's awesome. We all hear that number and think it's impossible. It isn't impossible. Some days it feels that way. Other days everything goes right. I've found explaining things simply and in terms of their benefit makes closing any RO sale easy. There are always decliners and tire kickers. But getting that 'right' customer to come in to our shop in a competitive market is the real challenge.

Appreciate the great feedback and thoughts. Being new to automotive repair it's great to see information like this!

On going battle between my Manager and Tech staff. They like to look up about everything online before doing the work. When a RO says 'Specialty Tool' they think they need the tool to complete the work. For example, a recent 2009 Lincoln MKX had a RF axle seal leak. Pretty common problem. Tech doesn't want to do it without the tool kit. Took kit would cost more than the job. We all have seen mechanics who can fix and think their way around an obstacle. I've got a shop full of parts hangers. Perhaps the Lincoln is better suited for a drive line shop or dealer but I figure we can figure it out and get it done like we've usually done. I've had Techs make their own tools and solutions and lately the younger guys just give up if they don't have YouTube instructions and specialty tools. Thoughts?

We do it all here except rebuild transmissions. But having had enough experience with a/t rebuilds I feel equally as comfortable putting in a reman or used unit at the same cost or better for my customers. Every single outsourced transmission rebuild ended up costing more than originally bid AND they have continual issues they come back at me for help. I stopped doing them. I've replaced windshields, car/truck bumpers, headlight assemblies, you name it we'll do it. One stop shop. Now, if a customer wants bodywork repair we refer them on but bodywork replaced we at least take a swing at it. I personally installed a rear bumper on a 2008 4Runner for my son - took me an hour and cost me $250 for the part. It isn't cosmetically perfect (scratched) but if I had went to a body shop it would have easily cost over $1500. Never give a customer a reason to go any place else...

My SA said the customer was scared to even do the bearing at this point. Could he have salvaged a bearing RO out of this? Not likely. I could have but if I have to survive on people whom I can clearly tell are having money issues by taking what little they have then I don't want any part of it. I talked with the customer a little when he checked in to welcome him in and thank him for choosing my shop. A different guy, car was in ROUGH shape, neglected, older, different color quarter panel, etc etc. I feel good about not pushing and getting this poor guy's money. I pray he's safe and finds a way to get the work done somewhere.

I'm with you...it would be a decent daily driver if these repairs were made. He can't afford it and I can't afford to only do what he can afford.

He had $300 to spend. He needed $1500. But I still feel we didn't lose a sale - we did what was right and can live with our advice. My SA is young but good. He's trying. True, I was concerned with the reason for being disappointed but it was the right thing to do. Hindsight, my question was kind of dumb.

That was my concern (ethics). He knows and understands that we did the right thing. If I ever find we're selling 'what we can get' he'll be terminated immediately.

Just had a car in here from a new customer. Complaint was grinding noise. We assume brakes and look the car over. He's got high mileage, two broken springs and blown struts, a bad RF wheel bearing. Manager asks me what to do. He's thinking we just lead with the wheel bearing. I tell him to let the customer know all that it needs because that's what we're here for and broken springs may result in other issues that if we don't tell him and something happens how is that not on us? I follow MAP standard of communication - a broken or failed part is a 'required' fix and other worn parts are a 'suggested' fix. On this case - the RF wheel bearing and two springs/struts are a required fix and the other two springs/struts are suggested since both broken springs were on the driver side. Customer declined all repairs. My Manager is upset we let the wheel bearing walk out the door. We didn't let him walk out the door unless we purposely omit the other issues on the car to simply get a $275 wheel bearing ticket. The customer applied for financing, was declined, and didn't do anything with us. My Manager thinks someone else will get the bearing work and we lost a sale. I like he's fighting for the business but if a customer has multiple things that need attention now and they pass with us because they can only afford one thing so be it. I can live with that rejection knowing I did what was right. Customer may go to another shop, ask for a bearing R&R, and that shop may take his money and then mention the things I hope they find. Any thoughts on how we could have done better? A little off topic but in the vein of inspecting cars and presenting findings...

Exactly how do you obtain a $425 average with 500 cars? I'm into this business less than five years and would like to know how you know how to do this? Aside from listening to the customers, selling the dirty filters, overdue or due maintenance, pipelining upcoming needs like soon to expire brakes/tires, what else should we be doing? We inspect nearly every car and admittedly, we do have some lapses on finding things, but we do a good job for the most part.

Looked up Wheeling. Big shop. Over twice my size. Looks bright, clean, and open. I do like what I'm hearing on these forums everyone and thank you for keeping discussions alive. I'm in year 4 of buying a thriving shop in a growing area amidst a downturn and lots of competition opening up every year. i love it, though. I just met with an oil vendor who thinks I need to raise my oil change prices to attract less of the declining public. Hard paradigm shift and I'm not certain that's the right path to take now...

I signed up for a trial last fall - Shopkey/ProDemand. I use All Data and Identifix also so there was duplication. My CRM and POS software handles my scheduling, inventory, time-clock, and SMS messaging and works great. I cancelled by phone per their instructions. They give me one more month to try it based on my concerns and reasons for cancelling. Now they say the extra month voided out the opt-out option and after four months of nothing they start billing me again. Never explained to me that way or I would have refused the extra month and continued with the original cancellation. I called today and like Xrac detailed, you get nowhere. I'm now sending a letter and will hire an attorney hoping they allow me to cancel without dinging my credit. That's my concern. It's an 'ok' product but nothing more. Their sales tactics are just like software companies of the 1990's and early 2000's. Get a customer excited, make promises, give them an 'out', but then hold them to the contract as if the 'out' really wasn't viable. It's not a huge sum of money but on principle they're not getting away with it if I can avoid it.

I pay a healthy living, hourly wage for the slow times and when the RO's just don't work out for whatever reason for the Tech. I want them to earn a percentage of what they produce and give them their hourly or the % of their production, whichever is greater. From the accounting side it works best to pay them hourly and then calculate the % as a bonus when they hit minimum production levels.

I have that exact problem in my shop currently. His past month hasreally hit bottom in terms of comebacks, warranty costs, and attitude. If he's not making the most money in the shop he's a bear to deal with and everybody is brought down by his tantrums and outbursts. His wife is pregnant and due sometime around Christmas. I've given him warnings and tried to talk with him but he's just disrespectful and rude. We went for a test drive together last week and I asked him if he wants to keep working here and if this is what he really wants to be doing. 'I showed up didn't I?' was his response. This after the day before when I was out of the shop late in the day he was griping out loud for anyone to hear him saying how he's quitting. It is almost as if he's enjoying watching everyone on eggshells. He's a tough young man and has had some issues in his life but he can't seem to get over his anger or impatience.

There are a few of them here in central Iowa. They are terrific at customer service. Their prices are generally lower but we also have Wal-Mart/Sam's, Fleet Farm, Big O, and Costco all undercutting each other for tire business. I've found my overall margins eroded when I sell much over 13% of my product mix in tires. Occasionally, I will get price shoppers on tires looking for the cheapest deal possible. I don't fight for that customer and stick to my program - we supply excellent customer service, outstanding post-sale service with our tire protection plans, and charge a fair price for the quality tires we install. We're full service - can't compete with the big box or Discount Tire 'only' service providers. We fill a niche as do they.

God be with you, Gonzo. Haven't been here for awhile. Be well.