[dezertrunner]

1.  Normally 1 hour = 80.00. If they tell me that it only happens once a week I tell them that we can do a basic check and take a test ride but can not guarantee we will find the problem until it happens more frequently. At this point some customers understand and some don’t. 

2.  I ask them how long they can leave it for. If they can leave it longer we can test it multiple times. 

3.  The customer does

4.  I ask the customer if they would like a tech to drive their vehicle home to test it. I let them know that this is a very cost effective way of testing. 

5.  We don’t have loaner vehicles

6.  I always call and ask additional questions after we cant duplicate the problem in the initial checkup. What happens,  When does it happen, Where does it happen, Who’s driving it. I ask them what do I have to do to feel the problem. If they come to pick it up and we haven’t found anything I ask them to really pay attention to when it happens and if so try to duplicate it so they can tell us. I also tell them that we will recheck the vehicle for free within 30 days if the problem continues. 

Note: I work for a Honda/Suzuki/Polaris dealer. On Motorcycles we can not go on a test ride with them but with Polaris RZR’S we can. I always jump in the RZR and tell them to drive it and point out what its doing. It really helps out when I can show the tech what the customer was feeling / hearing.  

[dezertrunner]

I’m the service manager for a motorcycle shop so this happens all the time. I always let the customer leave his bike for as long as we took to repair it. Some repairs might take 2-4 weeks depending on parts so if it takes them another 2-4 weeks I understand as long as they were not a pain calling all the time asking when is it going to be done. If they don’t pick it up after that I start calling every day twice a day. If they don’t show up I ask them if money is an issue. If it is I advise them that I need them to come down and make a partial payment to show good faith or I will have to start a lien sale. We also work on a lot of older bikes. I always get a deposit if the bike is not worth the repairs. I have even called people daily telling them what they owe me each day for storage. 

[dezertrunner]

I work for a motorcycle dealer. Most motorcycle shops charge 1.0 hr diagnostic plus the repair. Customers ask if we waive this if we work on it and I tell them no. I also tell them that this is the time we spent finding the problem so I can not give it away for free. I then tell them that if another shop says they are going to apply it to the repair they will most likely charge you more for the same repair as they are not going to give it away for free either. Most customers accept this answer. 

[dezertrunner]

The motorcycle industry is very similar but very different from the auto industry, Or at least that is the way i perceive it. This might happen in cars but when it rains service dries up. We also see higher volume before major holidays such as Halloween, Thanksgiving, Christmas, Presidents day followed by a low volume period right after. This might be the way the auto industry is too – please inform me how you deal with it

Tom, 

That is a very good point about keeping 3 customers happy over 1 and will give that some serious thought. I guess I looked at it that I would rather schedule a 4-8 hour job then tell that person that I cant so I can do oil changes.  I am wondering right now what percentage of my repair customers come in for oil changes too. I bet its about 50%. 

We are a straight flat rate shop. One thing I have found is that they would prefer to just do the easy things like oil changes and tires. When I have had hourly guys before the techs start complaining that they aren’t getting any “gravy” work. It really bothers me when this happens but I haven’t found a solid way around it. An old timer once told me that the motorcycle business is like the car business was before lube shops became popular. 

My shop is 7 bays. Since there are only two techs they each have three lifts. 

[dezertrunner]

I agree. I am the service manager for a motorcycle dealership in California. In the past we have had 3 techs and have averaged 180-200 hrs for each two week pay period. Each tech flagged about 60 hrs- about 75% productive. Just recently we lost a tech and I really focused on monitoring their flagged hours per day. Now with two techs we have averaged 189 hrs in the last two pay periods. I am producing the same with less techs. Each tech is now over 100% productive but sometimes I have to turn away work which I am afraid might hurt me in the long run. For example we have enough work to stay busy for the next 6 business days but I don’t want to stop doing oil changes or tire changes for fear they will go some where else and not return. Lets face it most people wont wait a week to get their oil changed or their tires replaced but I don’t want to turn down an 8 hour job because I might get an oil change or tires today. I have always been proud that we could do tires and oil changes the same day because some of the other shops told them 1 week to get it done but lately with two techs I am not getting the bigger jobs done because I keep taking in the small jobs. What is everyone else doing?

[dezertrunner]

Question about the parts percentage. Are you saying that a part that costs 60.00 should retail for 300? After all 60/300 is 20 percent. Our margin is closer to 30-40 percent but that means our parts cost closer to 60-70 percent of retail. That means a part that costs us 60.00 retails for 85-100.00 dollars.

[dezertrunner]

I run into this on a daily basis. If you quote the Motor time (11.3) and another shop quotes the Mitchell time (4.8) which do you think the customer is going to choose? Even if you offer a discount most customers are going to go with the less expensive price, I know some are saying well we don’t need that customer because they are just a shopper looking for the cheapest price, But what if you can do that job in 2.5 hours. Are you still going to charge the customer 4.8 hours? If you do you just increased your labor rate by 92% but is that fair?  Now what if you had charged them 11.3 hours that would be a 452% increase.