FROGFINDER

No one can withstand being reviewed 24/7 365. Reviews are very important but its a double edged sword. After I retired a gal come in to the shop I worked for an wanted a signal bulb changed on her BMW. She got made at the labor estimate of $60.00 and went on YELP to complain. She also stated that she googled the bulb change and changed it herself in 10 minutes. Before I let a customer leave mad I would have changed the bulb n/c, given her roses,a hug and put a $2.00 bill with my business card in her car. I WANT REFERRALS!

No one can withstand being reviewed 24/7 365. Reviews are very important but its a double edged sword. After I retired a gal come in to the shop I worked for an wanted a signal bulb changed on her BMW. She got made at the labor estimate of $60.00 and went on YELP to complain. She also stated that she googled the bulb change and changed it herself in 10 minutes. Before I let a customer leave mad I would have changed the bulb n/c, given her roses,a hug and put a $2.00 bill with my business card in her car. I WANT REFERRALS!

ALL HANDS ON DECK or shop truck with pull strap I love Houston Winters.

One train of thought is to loan the customer such a crummy loaner car like in the movie "The Mask" so that they will be VERY glad to get their car back..

I have offered loaner bicycles n/c for the good of our customers health.

I heard from my insurance agent that injury claims and lawsuits increase with a "Marked" vehicle.

I would ask how old the water pump and see if I could replace at a deal she could not refuse. Always remind customers that a cooling system is like a chainand any weakness may reveal itself. My reminder with any cooling system work is. "Now that the cooling system is under proper operating pressure, Watch on system parts for any weaknesses. Other cooling system parts, seals, gaskets that were not replaced today may fail in the future under pressure. The customer should maintain a watch on all fluid levels and dash gauges/warning lights. If in doubt bring car by and we will check all fluid levels at no charge"

Do you plaster your shops name and contact info on your loaner cars?

I saw an ad for a GM dealer promising training and all needed tools for those that apply.

Always give your customers something good to say on social media.

I've heard some shop owners/techs say that comebacks are Job Security-charge them again for something else. That always made me mad. I always tried to personally road test the vehicles and confirm a quality job in every case. Most comebacks I have seen is due to short cuts or parts failure. When I could not fight for what was right for my customers I "retired".

Tires cost plus $35.00 each Mount and speed balance $16.00 each stems? new tpms seals? extra disposal $3.50 per tire. FREE Brake and suspension check. Free alignment check but will perform alignment if needed to protect new tires at customer cost. ps. We check under hood fluids and exterior lights on all vehicles. It's amazing how many vehicles come in with no oil shown on stick, No coolant in jug, low brake or power steering fluid, no brake lights, etc.

When I retired in Sept 2014 the top service advisor made $1800.00 ish per 5 1/2 day work week.

We inform the customer of his/her problem and suggest that we remove all four wheels to make sure there are not any more wheel bolt problems. We drill with left handed drill bits first a small pilot hole in the center and continue upsizing the drill bit until we can extract the bolt. We may be able to chase the hub hole threads but if too far gone it gets new hub parts with new lug bolts.

Install known good component and retest. Where have I seen that?

Even when I was on vacation and I might chat with the manager at a restaurant, hotel, shop etc and the most common statement was "I CAN'T FIND ANYONE THAT WILL WORK WITHOUT BEING CONNECTED" We live in a digital world where employees are in cyberspace or thinking about being in cyberspace. They would hate to miss a good sexting.

When I have a problem with a discount tire customer I call the store manager as the customer leaves my shop. They deal with problem customers as well. I also pray for the problem customer because he has other problems other that car problems.

Alway give them something nice to talk about. The car can be repaired but they don't see it. They see the sticker and wash.

We require a sobriety test and DNA swab.

As much as it hurts i know were Gene is coming from. Many of us were mechanics before we became shop owners/managers and we know what the public thinks of us. In the working world there is You, Me ,Us and THEM!

The customer and i both cry when i get to see the car and the wheel has stripped/broken off lug nuts, spun hub bearing and frozen caliper. But they did not tell repairpal or me that when asking for a price.

Does the customer also want the national average of problems that come with a cheap brake job?

I'll give any customer free oil changes and a hand car wash if they refer me to people. At this time the cars don't drive themselves in. I keep track of where customers come from.I often have to remind my co workers and owners that a customer with an average ro of $79.00 can refer people that have an aro of $475.00. One fellow of many was really pressed for time at lunch for an oil change. In 45 minutes we changed his oil, noted his service needs and hand washed the car. At payment time with straight face i verbally went over what we did and said the total was $1.99. The customer asked me why so little. I asked him HAVE YOU BEEN PAYING MORE FOR LESS ELSWHERE? I thanked him for his business and future referrels. He referred Thousands of dollars of work within the next 30 days! Even my biggest pain in the *** customer referred $50k work of work to us in 2 years. I wash his car personally.