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  • Edward

    Member
    November 12, 2021 at 9:55 am in reply to: Your Budget for Buying Off Bad Reviews

    If the customer has a legitimate beef, we face up to it, make it right, and that usually results in the  customer removing their bad review without us asking them to do so. How unfortunate that in this day and age most folks just blast away online without even picking up the phone to communicate. We have become a society of all 5 star or all 1 star reviews. Consumers either sing your praises from the rooftops or demand you be disembowled with a rusty butter knife. Whenever I read, “It was the worst day of my life”, all I can think of is that they must have led a pretty charmed life to that point. As for paying a scam artist? Never. I shine the light of day on them so the world can see who and what they are.

  • Edward

    Member
    March 9, 2021 at 2:37 pm in reply to: HOARDERS: BURIED ALIVE!!

    It’s never easy but as Tom related, he’s probably aware and not willing/able to change his lot in life. My OMG moment came in 1984 when the customer brought in a 1981 Oldsmobile Custom Cruiser complaining about the defroster not working. Didn’t take long to figure out that Mr. Clean used his dashboard as a…….wait for it………SPITTOON. Yup, true story.

  • Edward

    Member
    November 8, 2017 at 8:11 am in reply to: Hybrid Training and investment

    I almost went the franchise route with “The Hybrid Shop” but decided against it at the last minute due to their insistence on being able to offer the same battery regen hardware/software to the local Toyota dealerships and any nearby government motor pools. A significant investment is required, and while I liked the look and feel of their program, I felt like the opportunity existed for them to undermine my “exclusive” territorial rights.

  • Edward

    Member
    February 23, 2016 at 10:18 am in reply to: labor warranty on customer supplied part

    When explaining to customers why we no longer install customer-provided parts, I also mention the “P” word along with the usual liability/quality/warranty rationale. I want people to understand that unless we make a profit on the parts we install, we won’t be around to take care of their automotive service needs in the future, and you wouldn’t want THAT to happen, would you?

  • Edward

    Member
    May 20, 2013 at 1:14 pm in reply to: Where have all the employees gone?

    My 23 yr old son remarked the other day that the people who work for a living are being overwhelmed by the people who are voting themselves goodies. I pay my people extraordinarily well and I’ve got a core group that has been with me for well over a decade, but the guys on the periphery seem to come and go, constantly searching for something easier. Notice that I said easier, not better. The ones who are afflicted by what I call “beer and bait syndrome” (if they’ve got enough money for beer and bait, they just can’t seem to make it to work). Unfortunately for our Nation, we have political leaders on both sides of the isle who lack the COURAGE to tell the American people the TRUTH and that is that there is no free lunch and you’re going to have to work hard and live frugally in order to get ahead. True patriots, the people who get up and do their best every day for their family and their community, are hungry for leadership and are anxious for someone to step up to the mike and tell the 50-60% of us that don’t want to hear that we’ve got to take some bitter medicine now for the sake of our children and our children’s children.  If that person doesn’t materialize soon and put an end to the river of corrupt money that is eroding the integrity of our existing “leadership”, we’re in for a rough ride.  An observant, even-handed, aggressive press corps would sure be a plus but that went away in 2008.  I miss Tim Russert.

  • Edward

    Member
    January 19, 2011 at 1:04 am in reply to: Name Three People…(this should be fun!)…

    Jack Nicholson, Dick Cheney, Cary Grant