danrsauto
Forum Replies Created
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Weather it is a first time and long time client need to understand their position with their car. Do they care about maintenance. Do they lease , do they keep their car long.
With that said – We lose clients everyday they do not want to hear the bad news or what the vehicle should have, but it is our responsibility as the expert to give it to them any way. I try to have the service advisor make sure they ask clients do you want our 31 point inspection today this way the client is expecting information good or bad . they bought into it not you looking like your trying to up sell.
We use electronic inspections / have folders and put information about us and what they need and why – with a printout of OEM recommended service schedule.Copy of Estimates if wanted . , with business card.
GOOD LUCK!
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We do it only the right way , we have 2 stores within a mile that does Free repairs , One store now tracks clients and will hold it to one a month, they were finding out back yarders was bringing in clients tires and getting them done for free. [ Go Figure ]
We our at average of – $31.00 OTD
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I agree with much is being said in the forum so far . Tech’s are under paid to support a family financially and personal time. As Gary Stated you need a support system that supports the Tech’s as well as the service advisors for everyone to achieve greatness.
My pay scale is depending ability is $40,000 to $70,000 with full benefits , as well as help for specialized tools needed.
Hours turned is not as important to me as [ Come backs ] We as shops can spend more monies driving us nuts about hours , then spend thousands on Marketing / Advertising . The goal is to impress clients to save on Marketing cost with Free Referral’s etc. Divide your hours available into your Marketing budget / Come Back Cost I think you will see Technician Hours become a little less important and or pay.
Fixing Tech industry won’t happen- no laws adhered to by States and City’s , Schools That only work with Dealer’s / Manufactures / Parts places delivering and selling to Back yarders . and our Tech’s that /moon light , Ourselves that do not care about the future and the industry image, Our information we fought for with the government being resold to any one . Labor rates being controlled by the insurance industry.
This is one big discussion but a good one.
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We use online 100% if we can / The big issue is some have nice note area’s some do not. I have the same issues as others stated . I write notes but goes to parts pullers they do not read them , or they do not have a system. alerts that an order came thru – dealers are bad with this .
Without using online a shop has to be losing 20 % or more between discounts , estimating time , ordering time , as well as communication are Mitchells system line turns blue so everyone knows parts are ordered.
thanks dan
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Is it manually letters and or led — If not Electronic you need to make the investment. When you break it down over six years like a tool you will see very affordable. – Stewart Signs
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We try focus on labor – up your labor – What is your EPA – Hazard / Shop supply charges set at.
Some of the issue today is what features & benefits along with warranty do you offer over and above parts store pricing. You may have to give on one side but take on the other side.
If your location is that parts pricing is sensitive more then labor , Warranty is more important , courtesy cars etc. Adjust especially if it is a difficult non DYI Job.
In closing : Price shoppers are just that and have to fire them when it is not worth it. Focus on offer your good base clients more.
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We our looking at this right now , We had a lot of clients that have only been in once in a year.
Understand at my shop we our very rigid doing inspections and selling needed work so sometimes a client might not need to come in as often as a shop that just repairs per concern of the day.
My belief window is Two times a year average and this depends on your mix of clients age , use age , age of car , fleet service etc.
I also sent out cards to all client personalized in a envelope , addressed to the client.
We have found many had moved , We now our getting ready to call the clients cards that came back for address reasons , to see if we can retain them.My belief window has been not when the last time they were in as more important , will they come back in and our we touching them at least three times a year to let them know we still our here for them.
Would like to know if I am on the right track also [ No Magic Stick ] Thanks Dan R.
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We really do not have an issue with this on regular client base , We have some clients will tell us they do not have monies for three weeks , We make the choice for the vehicle to set her till monies come in.
On the others we send a certified letter after two weeks for storage charges if not picked up. This usually takes care of it. and they are not your type of client you wants.
Abandoned vehicles our a different story and different laws. Look for a payment book generally some one is looking for it.
What ever you decide have it posted in write up area. Thanks Dan R’s automotive
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I would write a receipt for labor for him to take back to his parts house for labor reimbursement.
If you would like to keep him for a client and think he is over the bring the parts in mentality – Then offer him a labor credit on the next repair need . This way if he does not come back you our out nothing . Sometimes it does take an experience to take a [ D ] client and make them into a [ A] Client.
Thanks Dan Dan R’s Automotive
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We do Inspections and offer OEM Guideline needs on every vehicle.
The Tech’s do receive pay for this.
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We do not use diagnostic time – Testing Time – We ask for $60.00 to $160.00 , We do not talk Hours .
If it is something after all the facts Been to Three shops – In pieces – Back yarder working on-Etc., As well as a high end Import we may ask for $300.00 Dollar ok. We have a high closer rate at this practice.Thanks Dan R.
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We have made a return label that goes on all return parts , weather a defect , new return , labor credit . wrong part , boxed wrong.
With this tracking label we have our logo , so they know who it is from / Date / Invoice number , Vendor , Why it is being returned. new return ,missing parts , warranty parts credit etc. , Warranty labor Reimbursement. This way the Driver knows what to do with it when it returns to the vendor and it does not get lost at the store. We had trouble with vendor stating we sent it back as a core when it had a labor claim to ber filed . With this info provided they do something wrong it covers our back. -
Clients are very Street Samrt as my Brother used to tell me . Yes we only have a few but it cuts in the bottom line.
I agree with the rest get an email , fax , written , text authorization.
We ask how they plan to pay on big jobs , Credit card deposit , come in and pay a portion, check .
It is very sad what clients try to pull. We had a gentleman come in after all the work is done last week , When signing the work order say’s call his wife he is too hard to geta hold of leaves her number and his. He starts to barter with the service advisor , does not a warranty and would not have agreed to the job if he was contacted and we took advantage of a women by calling her instead of him. Well we told him not to go thier and did you not say call your wife, well he said you did not try to call me your number would have come up.
We gave him a discount and told him we would take him out of the system let him scam the next guy, life is too short.
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In Ohio you can apply for abandon Vehicle title – If they do not contact you and or pay the bill – The bill has to be certain percentage of vehicle worth not to pay the difference of value.
Vehicle is worth $20,000 and they owe $15,000 dollars you may have to pay a portion of the difference.
It helps when you send a notice your going to apply for title , but not always just disposed of two left here.
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Mitchell rep told me in in beta testing and should be released soon.
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What is Mitchell Enterprise – We use Mitchell . We have the same issue that Mitchell want’s to hold everything where they can get monies out of it , you would think they would have learned from the old TRIAD days.
I belive they would be able to charge more for the software and gain client base if they changed beliefs. I told a Mitchell rep , joining Carfax and selling info on the net to the general public will be some down fall ,along with other ventures they are doing to support the DIY’s . He Stated it is Snapon doing this ?.
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We do bassically the same thing recieve up to two hours [ TESTING TIME ] also it is important always in suggesting the repair is to document [ AND RETEST SYSTEM / CODE CHECK ] after suggested repair this way your not locking yourself down to having them imply that that you stated it would fix entirely.
Also provide them with the supporting documents of why you started thier. Identifix info / before and after spec’s of temp , if you can print out of your scanner provide before and after. 150 degree’s before – now 195 degree’s .
Was a little confused why they came back , If they declined more testing time or did you delivered and still had same issue ?. We test all vehicles over nite if it is a cold start issue or job you should put a few miles on it we drive it home or a 20 mile road test. Time consuming but saves on comebacks – We pay a tech $5.00 per drive home plus they save fuel expense so it is a extra $10.00 a day for them . What does an unhappy client cost ?.
We all have them few , but if your getting too many then you need to change verbiage or proceedures especially counter info to and from client. You would be suprised sometimes when you fire a client they become a better one. We explain not everyone is for us, we are not right for everyone and sometimes make suggestions of a shop that may fit thier needs better.
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We used thru Air Technologies an aluminum line system never rust can use smaller line to achieve greater cfm . also easy to install and add taps when needed . More expensive but we used it for 10 years less moisture issues and no dirt . It is the same that hospitals use.
Thier is another company that handles lines like this. The line itself comes in ten or twenty feet weighs a few pounds
