We always quote the total price out the door. I do build in some cushion for the unforeseen gasket or clamp. If we don’t need the cushion, then we are lower then quoted and that always makes the client happy.
I am a little late to reply to this, but unsolicited emails are spam and most likely will cause you trouble with federal and state law. We are not like these big offshore spammers that can’t be caught. Someone will complain and it will bite you. I find most of my current clients like to be contacted by email for service reminders, etc…[Read more]
I charge a seperate fee and call it Environmental Service. I have been doing this for years and have never had anyone question it, let alone complain. Check with your local and state regulations to be sure it is legal. In California we can’t charge a Shop Supplies fee and the HazMat fees can’t be a profit generator, but remember to take into…[Read more]
Most management systems will have some type of ad tracking. I ask each new client at the counter how they found us and also each possible new client on the phone. For tracking at the counter I use QuickTrac, the ad code feature and reports are outstanding for this type of tracking
Loosy postion to be in. I had a car catch fire after we worked on it as well. I contacted my insurance company and let them handle to investigation. Fortunatly we were not at fault. I would recommend letting the insurance take care of this and only supply requested info. Hopefully you documented the incorrect battery and refusal to…[Read more]
davidkusa replied to the topic auto zone and checker parts stores free code retrival in the forum Everything Else 9 years, 3 months ago
California BAR put a stop to parts stored extracting codes unless the store was going to register with the BAR, so at least the advertising on the radio has stopped. We do however still have to deal with Aamco “diagnosing” you check engine light for FREE, what a bunch of bone heads.
I too would recommend a respected community college program if there is one in your area. Make sure you have a good understanding of math and electronics. If you have not been doing well in math in high school then get a tutor to bring you up to speed. It is also very important to have good reading comprehension. You will need to be able to…[Read more]
Before you participate in the AAA discount program, consider how many of your current customers are AAA members and would be eligible for the discount. I have never had a prospect ask if we have the AAA discount, but I get asked at the counter all the time by current clients, and no I do not offer the discount.
I have to jump in say we need to be as descriptive as possible on the invoice. Proper explanations do add value in the CLIENTS mind. Imagine if you had no idea how the drain in you sink works and you call a plumber to clear a clog and he wrote: clear drain $450.00 and left out the part about moving 100 items from under the sink, removing and…[Read more]
Currently, I am concentrating even more on customer service and convenience. I think if we start altering pricing too much to gain customers we will not be able to keep the bargain shoppers when thing turn around and we bring our prices back up. We need to enforce the value we provide rather than the price. We should also not stop informing our…[Read more]
davidkusa replied to the topic Sales Survey for August 08, How is Business at your Shop? in the forum Everything Else 9 years, 10 months ago
Aug 08 down 9% from Aug 07
I also track both ARO and sales rates with found work after inspection. Check into Quick Trac which makes measuring these numbers as well as many more very easy.
I believe that as professionals we have a duty and obligation to at least visually inspect each vehicle we service for potential service and repairs and to call them to our clients attention. I do inform each new client that we will be performing a courtesy check on the vehicle so any unknown items can be discussed. Exsisiting clients have com…[Read more]
I think the follow up call is the most important thing we can do to build a relationship with our clients. I do them within 2 to 3 days of vehicle pick up and call each client no matter how small the repair was. We do not call those that we may not want back. Very important to remember that this is not a sales call, it is a call to make sure th…[Read more]
I look at hours sold per RO. If we can keep this at about 3.5 we do well and that also keeps us at 3 to 4 cars per day per tech. When the hours sold per RO drops we probably have to many cars and are not inspecting them well enough. I find this very easy to track with Quick Trac.
Great ideas on this problem, we will be putting some into use. For those of us in the great state of California, be careful with customer supplied parts and telling them no warranty. Many shops have been bitten in court. The opinion is that as the repair facility, we are the proffesional and should have known better and get stuck with the wa…[Read more]
I have been a Quick Trac user for about a year. In a nut shell it is a stand alone program that we use to track technician and service advisor productivity as well as many key finacial numbers so we have aan instant picture of how we are doing. It is very easy to use, and when used properly is an excellent tool to track your b…[Read more]
I agree with Larry. We must make sure our techs do not prejudge the vehicle or vehicle owner, they must let the service advisor know the complete picture for each vehicle. At times when advising a client on needed repairs and services I will be able to tell that we are coming to the point of not buying any more items on my list. At that poin…[Read more]