I think that you guys are getting a little over-worked up about this. I think you are also more worked up than your customers are about this too. Here are my thoughts:
Warranty is an expense. Just like any expense, it needs to be tracked and managed. Just watch your warranty costs as a line item on your P&L. You will never get rid of it. You…[Read more]
Jmazur replied to the topic Are You Sure About This “Educating the Customer” Stuff? in the forum Customer Service 1 month, 1 week ago
There are a few customers that want to be educated. However, less and less customers care. As Tom said, they just want somewhere they trust to fix what needs to be fixed, take care of all the service, and call them when it is done. Today’s customer most often only cares about 3 things: 1. How much is it? 2. When will it be done? and 3. How mu…[Read more]
This is something that depends on the size and volume of your shop. In general, all of your non-technician labor should not exceed 10% of sales. That being said, at both of our stores, we pay our managers a % of sales, along with bonuses for hitting 3 to 4 goals on a monthly basis.
Jmazur replied to the topic Who is this Secret Santa for Independent Auto Repair Shops? in the forum Everything Else 7 months, 2 weeks ago
This is all the more reason why we can explain to our customers why they need “customized” maintenance intervals. We recommend 5000 mile oil changes, and never more than 8000 miles between services. We also have custom intervals for all other services based on our location and customer use habits. Following the owners manual is not what will get a…[Read more]
Just wondering if anyone has invested in hybrid training for their employees, who you used, and how satisfied you were with the results. Also, how has your hybrid business increased and do you feel it was worth it?
I think that while we all can agree that our business models will change because of the internet, I think we need to look at where Amazon has excelled, and that is in selling commodity goods. Amazon sells the same thing that a brick and mortar store sells, only they do it cheaper and ship it right to your house.
The thing we need to avoid is to…[Read more]
Jmazur replied to the topic Why Dealer Techs Won't Consider Jobs at Independent Shops in the forum Employees 8 months, 3 weeks ago
This is a great post, and one that we as independent shops should be talking about more. Dealers are great at convincing their techs that the grass will never be greener, and keeping them stuck in the mud that is the toxic dealer environment. It would be nice to see some kind of PSA promoting the independent, non-chain shops to techs. Dealers are…[Read more]
While i can see this type of “service” offered by amazon appealing to some people, most of us have not built our businesses on a “auto repair is a commodity” type of model. Most customers come to us because they trust us and see the true value provided for something that 80% of our customers have no clue about. While i can see this affecting the…[Read more]
I agree with Dick. Tires are tracked as a part in a different category to be able to monitor tire GP% and also parts GP% (if they were all together, tires would skew the parts GP), and then labor is billed out as labor, the same as any other job.
Jmazur replied to the topic Kukui in the forum Marketing For Auto Repair Shops | Auto Repair Marketing Ideas Online 2 years, 2 months ago
Have used them for 1 1/2 years, and have been happy. Customer service is great, and they even custom coded their CRM to pull recommendations from our software. SEO is better than its ever been, and they will change or redesign the site whenever i ask. Once you get past the price, you will see that it is well worth it.
We have an atlas unit from Greg smith, have had it about 5 years and it still works ok. It is a lower priced unit with no assist arm. Parts are available from Greg Smith. Most recently, our other shop purchased a Ranger unit with assist arms for about $2600. That has been a phenomenal value and we have been very happy with it.
Quick Survey – What is your standard warranty?_____ Less than 1 year, 12,000 miles_____ 1 year, 12,000 miles_____ 1 year, unlimited miles__x___ 2 year, 24,000 miles_____ 2 year, unlimited miles_____ 3 year, 36,000 miles_____ 3 year, unlimited miles_____ More than 3 year, 36,000 miles2 yr/24,000 miles standard. Lifetime warranty on many parts (part…[Read more]
1: Which ones have your tried?Alldata Manage, Mitchell, Pace software2: Which one do you use now?Pace3: On a scale of 1 to 10 (10 being the best), how happy are you with it? 9 overall. Good software, and most times the customer service is very responsive. Like that they will customize many things to your needs. Recommend it highly.
Sutton32,The point of tracking these numbers is to monitor your business performance and know where you stand. You should establish a goal for each of the numbers that you track, and then work to achieve or exceed that goal. We track the numbers to see where we can improve, and it helps SA’s to understand what numbers are important and how to know…[Read more]
We have had the same issue. It seems that the bad reviews always stay near the top forever. Any responses we post will disappear with no rhyme or reason. It is just the mighty Google doing whatever they want to do. We have not resolved it either. I talked with someone at Google places for business about the issue, and basically just got lip service.
I started my business 5 years ago running quickbooks. Since that time, i have used some “low cost” programs, along with some of the “high cost” programs. My advice to you is this: If you are just looking for a way to give your customers a computer printed receipt, then use quickbooks. It will be the easiest and cheapest option.However, if you are…[Read more]
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