This is really two different subjects but they're related.
The first subject is what's happening in the bay.
And the second is what's happening at the counter.
From a best practices standpont...
Plugs have never been considered an acceptable permanent repair. That method was designedto be a temporary fix only - to basically get you back on the road until you could get somewhere
to replace the tire.
Think about it. When you do a plug or a plug patch repair, you're destroying the integrity of the tirebecause you're making the original injury larger.
A patch done correctly maintains the integrity of the tire and is a permanent repair. When you do a patch,you don't have to worry about weakening the belt package and ruining the tire.
Now, let's talk about what happens at the counter...
If I had to guess why you're seeing a lot of this in your area, it's because one or more of your competitorsare looking at the most profitable way to do a flat repair. It's not necessarily good for the customer but
it's a quick and easy sale.
Even though we're talking about flat repairs, it's an example of how they may be selling ALL of their servicesand products meaning...
Either they don't understand the proper method (of repairing something)
They're trying to compete on price for (those products and services)
They're looking at the quickest and easiest way to get the job done
Their counter people are unable to communicate effectively why (that product or service) done properlyis in the customer's best interest - even if it costs a little more
Look at it this way: the customer has no idea if there are different ways to fix their problem - like you do.
They think a repair is a repair. They think a tire is a tire. To them, cars are complicated and they're counting on
the shop to help them keep their car running properly.
The fact that you're seeing a lot of this in your area is really good news for you because if a customer callsor comes in asking for prices, this is your opportunity to educate them about the proper way to repair their tire
(or anything else).
As with all sales, it's never about price. It's all about what makes your shop different and why doing businesswith you is in the customer's best interest.
In the example of the flat repair, when you explain it properly and the fact that it's a permanent repair,all pricing conversations are over.
Selling is all about communicating effectively - and the person who gets really good at it - will automaticallybecome known as the "go to" shop in your area.
Bottom-line: All successful shop owners know that what happens at the counter is the SINGLE most important thing...
they had to "get right"... to have a thriving, profitable business.
