[Andrew Tobias]

Excellent, I’ll incorporate into our procedures!  Here’s our torque policy.  We have our employees sign this agreement and put in their personnel folder:
Torque Specification Verification Agreement
The employees of Tobias Automotive strive every day to be the best in their field and perform auto service and repair to the highest standards. Today’s vehicles are complex. These complexities include changes in designs, metals, and configurations. Today’s technician must be very knowledgeable and learning all the time in order to adapt to these changes. Tolerances are critical. What we used to take for granted now requires very close attention.
There are torque specifications for most all components installed on today’s vehicles. Tobias Automotive requires its employees to review the vehicle service manual and torque these components to the specification required. This includes but is not limited to:
• Wheels
• Brake Components
• Spark Plugs
• Seat Belt Retainers
The list above is an example only. Wheels if tightened too tight bend, warp rotors, and make it impossible for a client to change a tire on the side of the road. Too loose the wheel falls off causing an accident with critical consequences. Brake components will loosen and cause dangerous non braking condition. Spark plugs will loosen causing a lean condition causing a poor running engine and / or damage to the engine. Fuel mixtures requirements are so strict and the metals very susceptible to damage due to lean conditions. Seat belt retainers will cause the belt to fail during an accident. The list could go on and on. If the manufacturer requires a specific tension or torque we are required to measure it and ensure that the proper torque is applied.
All employees are required to follow these guidelines. Failure to adhere to this requirement will result in disciplinary action up to and including employment termination.
I have read and agree to follow this requirement.

[Andrew Tobias]

I don’t know why this isn’t more accepted practice.  You go to dry cleaner and pay extra to get express service.  You pay the plumber for express service.  I recently took a radio in for repair and they offered $20 extra to diagnose within 8 hours.  Seems very reasonable.

[Andrew Tobias]

so happy Mitchell Management Software does that. Even with just the license plate too!

[Andrew Tobias]

I just had my reels “rebuilt”. Cost $2,500 for 15. They are Balcrank. Bought them in 2001 and they started leaking around the swivel. Price includes replacement of all the hoses, ball stops, and water bibbs. Most of the cost was in the lift required to reach them 30′ in the air.
I’d say that’s pretty good service.

[Andrew Tobias]

I wish I could help. I installed air reels, drop lights, and drop extension cords when I built my shop 16 years ago. Have had some issues with drop lights and cords but none with air or oil reels. I think they were Lincoln but cannot be for sure. They are 30 feet up so not easy to get up and look at either.

I have had to replace 1 or 2 springs and reseal one or 2 but overall for 16 years they owe me nothing.

BTW, I wouldn’t buy or use anything from Harbor Freight.

Good Luck

[Andrew Tobias]

I agree with most of the respondents. I’ve been in business 29 years and have fired 3 clients. I was sued once and prevailed because documentation was correct. Furthermore, I retained that client and has been very good.

Either you have a bad client base or some retraining needs to happen. It’s always better to settle than to contest. No one wins in a lawsuit.

[Andrew Tobias]

Jeff,

I assume you are talking about Bolt On’s inspection process.  When Bolt On presented it to me quite some time ago the start up cost was more than $5k with hardware etc.  Way too expensive to find out it either doesn’t work for us or not practical.  Plus it’s an additional monthly cost.  AutoVitals as presented to me so far is the same price as what I’m already paying but it has a time clock and the inspection process all in.  Much less than Bolt On.  I have emailed Bolt On to get a presentation to see if anything’s changed but they so far has not responded, 2 days have passed so far.  Maybe they have enough business?

[Andrew Tobias]

Funny, we are looking into this right now.  We currently subscribe to Bolt On for the Report Pro / Lube Sticker Pro / Messaging Pro.  It is $100 per month per store.  We also subscribe to Labor Profit Management for time keeping.  We also subscribe to Repair Shop Solutions for vehicle inspection software.  All of these combined is more than AutoVitals.  AutoVitals does all this and more.  I am most likely converting to AutoVitals.  Moreover, it’s a complete package, not piece meal from 3 different vendors.  AND, intedgrated with Mitchell SE.

[Andrew Tobias]

We treat it on a case by case basis.  First, when the client calls you can determine who it is (usually a younger person, car enthusiast, or just someone who’s looking to get a deal).  Once you find out who you’re talking to you can educate them on your policy and why you do what you do.  We let some of our clients buy their parts, especially hard to find parts, engines (which have a small markup and a higher chance for warranty) and then explain there is no warranty expressed or implied on their parts.

Right now I’m doing an engine for the 2nd time for a guy and he’s paying full boat.  Plus anytime you install an engine there are lots of ancillary parts that you can mark up 50-60% or more.

We won’t install inferior parts period.  Most of the time I find you do this once and if it’s a good experience for both parties they stop buying their parts online and just have you do it, especially if they’ve had to go down the wrong part rat hole a few times and their car is tied up for days on end.

I charge storage too when waiting on client supplied parts.

[Andrew Tobias]

I think your biggest problem and liability is going to be support of your program.  This person is going to use it in ways you didn’t think about, know about, or anticipate.  Wait until the OS upgrades and crashes your program.  You’re going to get calls when it doesn’t work blah blah blah.

Just my 2cents.

Btw, I’m very impressed in your operation.

[Andrew Tobias]

.2 for 1 tire. .5 for 4 mount and balance.  Charge flat rate to client.  It’s a loser.  

[Andrew Tobias]

Personally, I don’t like torque sticks.  First, they are inaccurate when new.  So much depends on the amount of force the air tool applies and how long the tech hits it with the air tool after initial bottom occurs.  Then as they are used their performance degrades rapidly.  I have followed my techs with a torque wrench after they have tightened wheels and they have always, without fail, been over tightened.

 Here’s my responses:

____ OK – No specific guidelines.

_____ OK – But only following a specific shop procedure (feel free to include your guidelines if you have them).

_____ OK on some types of wheels, but not others.

_____ OK on some makes of cars, but not others.

XX     OK to partially tighten wheels, but final tightening must be by hand USING A TORQUE WRENCH.

_____ Not OK to use at all when tightening wheels.

Our policy is if the torque wrench immediately clicks without any movement from the lug nut, then it is to be loosened and retightened using the torque wrench.  It is best to use the lightest stick in the box.  It still saves time doing it this way.  A torque stick is not accurate.

[Andrew Tobias]

We made a collective decision to choose one estimating software. They all have time variances but in the end most average out to be the same. We found a couple of years ago employees would shop each for the highest number. Just no fair to anyone. Clearly, we also take into account the difficulty of the job and it has to be reasonable.

[Andrew Tobias]

If your tech produces 50 hours per week at $24 per his gross is $1,200.  Using this plan, the tech would have to bill 58 hours per week to stay even.

Flat rate is like capitalism.  It’s not perfect but it’s the best we have.  

[Andrew Tobias]

Please indicate for each feature listed

1 Very important
2 Somewhat important
3 Not important

__3___ Caller ID for customers in database

__1___ Email customer from the RO

__1___ Integrated paperless inspections

__1___ Instant view of all maintenance service history and services due 

___3__ Job pricing (invoices display total prices only for individual jobs)

__2___ License plate to VIN decoding

__2___ Labor matrix

__3___ Oil sticker printing

__1___ Service advisor event reminders (call customer, check parts arrival, etc.)

___1__ Signature capture

__1___ Technician time clocking

__3___ Text customer from the RO

__1___ Works on tablet and smart phones

___1__ Other : __Tech Time Management has to be a 1++_____________

[Andrew Tobias]

1: Which ones have your tried?  Mitchell 1 and Protractor (Mitchell Enterprise), Mitchell1

2: Which one do you use now?  Mitchell1

3: On a scale of 1 to 10 (10 being the best), how happy are you with it?  8.  I wish Mitchell were more responsive to the needs of its clients.  We never know what they’re thinking or working on.

We were using Mitchell since the late 90’s.  Then we opened another store and wanted to use software that was more compatible with multi store environment, enhanced security, and we also wanted integrated accounting.  We chose Enterprise.  Worked with it for a year.  Accounting is archaic, service advisor interface is horrible, and the parts catalogs are different for each supplier.  Needless to say, my staff threw me a party when we went back to Mitchell.  It was a very costly mistake.

[Andrew Tobias]

We have 4 loaner cars, 2 at each location.  They are insured through Secura.  We don’t advertise on them because I replace them quite often.  We do not charge the client for their use but the client is responsible for fuel.  We have the clients sign rental agreements and insurance waivers.  We take copies of their driver’s license and insurance cards.

[Andrew Tobias]

I too am one of the most expensive in town. I have bottom feeders too. I don’t wish them away, I ask them point blank “why do you come here only for oil changes (or whatever they come in for)?” Most of the time the answer is because they have a shade treeer do the heavy lifting and use us for only the light stuff. I explain to them the reasons why I can’t stay in business with clients like them. It’s a pleasant conversation. Then I tag them in my computer system. Now when they call for their customary service I can’t schedule them for 2 or 3 weeks out at the worst time of day. This way, I don’t tell them not to come back but they know why we can’t work on their car.

When asked why we are more expensive I tell them. We use quality parts, highly trained quality technicians, we have insurance for them and their cars, we pay health insurance, vacations, retirement plans, we offer after hours service, have free shuttle, and loaner cars. Ask the shade tree guy if he does that. Plus all those benefits to the employees, that the client has from their own employer. Ask them if they would like to forgo benefits so the employer can make more or charge less. I’d like to hear that answer.

Without education, people don’t understand why my oil change is $29 and my competitors are $11.95.

[Andrew Tobias]

If you did, you changed from:

Old software: Mitchell Manager Plus

New software: Protractor Enterprise licensed through Mitchell

Why: All in One Solution. Multi store capabilities, accounting, payroll, electronic cataloging, etc. Cloud based, database safe, accessible from anywhere.

Would you do it again? ABSOLUTELY NOT!!! The training curve is extensive so if you hire someone new it takes forever to get them up to speed. Service Advisors hated it because it was soooooo slow. I mean it would be seconds between every key stroke. They blamed it on my ISP, the Internet Infra Structure, and my network. Parts cataloging was archaic.

Oh and by the way, the main reason I (personally) switched was for the accounting and payroll. Well the accounting program is from the ’60s. I’m that old and remember. QuickBooks is so good that I’m spoiled. Why would I go back to double entry on everything? Anytime anyone that has access to the system makes a mistake whoever is doing accounting has to make all these double entries to fix. Everyday was mistake ridden. I have quality service advisors and computer people. Believe the mistakes made were what any user would make. Then to have to go back and make all the fixes was an incredible task. There was no modifying, no deleting, just make entries to back out the error then re-enter the correct entries. I needed to hire a separate person to do the entry work.

PAYROLL???? Enterprise does not in any way do payroll. When they say they do payroll they mean you do all the calculations then enter them (both sides into the ledger). I mean you get out your circular E and do all the math then enter them. Enterprise is a step back into history.

I switched back to Manager Plus 5.9 and am so happy. Yes I have to double input into QB but I’m not doing 10 times the work as if I was doing Enterprise.

We looked at RO Writer which I think is a good possibility but the buyin was way to expensive. As well as they kind of try to hide it from you until you sign. They want you to sign then spring it on you that what you need to run your shop is X amount more which is substantial.

The Manager program is good, not great but good. For right now it fits my needs the best. Based on my calculations, I lost $100k due to the switch to Enterprise. Between training (90 days), then lost sales due to going “live”, and overall slow operations, it was a nightmare for us. God Bless those that use it successfully, you are much better than me.