Adam Woodill
Forum Replies Created
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Hi Bob.
There are several systems – both dealer management and electronic MPI companies – that offer this technology. They all have pro’s and con’s – but my personal experience is that the technology is limiting. You must weigh the benefit of a professional write up with the additional time that it takes.
In my opinion, they are a useful tool – but not a “magic pill” that will revolutionize how we interact with customers/staff.
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Good stuff Ollie! Thanks!
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One possible way to deal with these companies is to get authorization and payment before the job is started.
Absolutely! I also make the customer approve in writing any diagnostic/tear-down time in case a claim is denied.
Just thought of one last thing: make sure your staff knows how to talk to these companies and ASK for additional/diagnostic time when needed. Unless they are truly scumbag companies, most will give .5 – 1.0 for basic diagnostic work in addition to labor guide time on the job.
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Hi Tom,
Not much to add here – you seem to know all the options you have with these companies. I am fortunate that I only see one a month or so of these “fly by night” companies. I usually only deal with two service contract companies and these are the best I have ever dealt with (door rate payments/pay diag time/prompt payment) so I know that I am lucky.
What I do for anyone that comes in with a contract from a company we don’t normally due business with is tell them their car does not leave until I am paid in full. They either pay me and then I will reimburse them once I get the check, or wait for the company to pay. Creates some difficult discussions, but at least I have not been stiffed for payment since I started doing this a few years ago.
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The only color “coding” I use is simply for my benefit: I color code internal work and highlight “waiters”. I am curious to hear exactly what you hope to accomplish by coding your orders.
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1. I charge a diag fee of $119.99… if it takes 30 seconds or an hour – same price. If it goes beyond an hour, I will have the customer authorize additional time – usually trying to get at least 50% of what book time is for a particular job.
2. Depends on the situation and what the customer wants. I have no problem keeping a car for weeks trying to duplicate a concern.
3. Customer pays for the fuel.
4. I prefer this is not done. Heard too many horror stories about customers calling wondering why their car is outside a bar at 11pm or something equally awful.
5. I would only offer a loaner if the intermit issue could relate to a concern that we have worked on.
6. I train my advisors to get the correct information.
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I keep one tech on from 12-1 while the rest of the shop eats (for walk in stuff…) who goes to lunch from 1-2.
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Pro Talk 9/10… and it also has a lot to do with the quality of the individual trainer that a company sends out.
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Check out https://www.gogecapital.com/en/consumer-credit-financing/index.html GE Capital. They have been a great resource for us. No interest in paid within 90 days among other benefits. We were able to help a dozen or so customers who would have had to find a “neighborhood” mechanic to hack up their vehicle.
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Less than 10%
