joecval
Forum Replies Created
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Not much we can do at our current location but this has been one of the cheapest and easiest upgrades we did this year. Customers love it, shop morale is higher and we are more productive
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Dave Karczewski wrote:
> Tom, in your area that may be the case. In my area, the only shops open on the weekends are the ones that my customer avoid, and they [my customers] understand that weekends are for family and friends. I have learned that a lot of customer “float” from shop to shop due to poor time management on their part. Saturdays were usually emergency repairs before a trip or such. Even during the week some will not schedule if it can’t be done on the day they call. If Saturdays are profitable for you, go for it.
Dave thanks for your reply and sharing your experience with being open on Saturdays. I originally posted this question because much like yourself, I have never been open on Saturdays….EVER. But am aware of a change so to speak with my market that is making me give consideration to Saturdays as a workday.
1. We are becoming a bedroom community with many people working 30 – 60 minutes away Monday – Friday
2. I have noticed alot of activity at shops that are open on Saturdays.
3. We are seeing more of the “I want/need it now” mentality. Example – We have a very competitive price on oil changes but a small 3 bay shop. Instead of waiting 30 – 60 minutes people will opt not to wait…or even schedule it. The ability to take care of the customer right away at the time they want it is becoming more and more important.
I am not interested in working 6 days a week every week, but rotating with everyone getting 2 days off in a row would be preferred.
I guess what I am saying is that things are changing and I may need to change too (I am struggling with this concept of working Saturdays) Just because Saturday 15-25 years ago didn’t work who’s to say it won’t work now?….Guess we may just have to try it and see…and make a judgement then.
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> Larry Bloodworth wrote:
> > I believe running a logo of a carmaker that may hold water, but just the name, I disagree.
>
Tom Ham wrote:
> As I understand it, you can use the brand name if you do not use the logo and do not use their fonts and colors when you list the name (their fonts and colors are trademarked just like the logo). This would go for anything from signs to uniforms to website to print ads, etc. Also cannot say “authorized service” or similar language.
>
> If someone knows differently, please respond.
Tom,
My Google PPC ad was just denied because I used “Lexus” in it.
Here’s a copy and paste of why google disapproved it.
•Your ad has been disapproved because it contains a trademarked term: Lexus.
My Honda, Acura and Toyota ads have been approved and are running however.
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Compared to a year ago, would you say that finding new employees is getting:
_____ Easier
___X__ About the same
_____ More difficult
About the same meaning just as hard, little quality and quantity
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Less then $50.00 a month in insurance cost for my one car. We used Northland Auto Rentals in the past, but this year switched insurance companies and it was cheaper to go with them.
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Is that yellow tamper snot on the spark plug?
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I love the cost of tape analogy!!
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Ollie,
We have a 3 bay shop and 1 loaner car. I probably could add one more just waiting for a car to fall into my lap like the first one. I really, really like having it. Great to fall back on if things go south on a customers car and we can’t meet a deadline. Great to use to overcome a sales objection, plus it sets us apart from our competitors. The people that use it LOVE it. We do call it a loaner vehicle and fill out a rental agreement that then gets marked N/C (no charge)We have a small logo on the trunk lid with “Compliments of Auto Safety Center” Nothing too obnoxious. The downside of tagging loaner cars is what if the customer drives like a moron…it may generate some phone calls but not the ones you want. -
I really love vintage building designs like that, just things you don’t see much of. I would bet it’s a building that stands out in the community….which is exactly what you want. Very cool!
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Wow Rob! I love the curved front of the building how unique. Must of been an old car dealership??
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Wayne,
Sounds like a big oversight on the techs part. Perhaps just didn’t look close enough on Alldata. What did he say when you confronted him on what Alldata actually states?
I will also comment we have had a horrible time finding good technicians. Don’t know how the tech pool is where you are but I might be inclined, if this was just an oversight, to give the live and learn talk and move on.
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We always bill intakes and most underhood repairs as unique. In other words we look up the labor, parts and fluids as per the vehicle being serviced. We menu price very few things just due to the differences that we come across.
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Alan Ollie Gelfand Pres. wrote:
> This is a great site .I can say for sure i would be out of business in
> 2009 if it was not for Tom and this site. >
I can also testify to the positive impact Tom has made to my business. Although it is not just through this website.
> Either you as a member are making too much money or feel that you don’t
> feel it is important to help others.>
Define too much money I probably would not qualify…..yet…maybe someday. A guy can dream I would say, however that it is sometimes a struggle to find the time to respond to posts.
> For the shops like me who strive to learn and share ways to improve
> please comment and share your opinions.>
To take things one step farther and really build community why not have a meet and greet. Put faces with the screen names. I’ve known several posters through forums such as this but until we got together with the purpose of improving our businesses I didn’t really start building that community.
> Lets build this community. Thanks Ollie
When compared to Wisconsin Ollie I hear your place is a nice place to be in Feburary
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We have a general shop policy handbook for all employees but not one just for SW. Are you planning on hiring one w/o experience and need something to guide him/her? I agree completely that they need to have Sales and Customer skills. It may be obvious but nothin’ happens until it is sold.
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Just about finished with Dave Ramsey’s “EntreLeadership” He writes about things he has done over the decades that have helped him and his brand become what it is. I really am enjoying it and able to take some great ideas to implement.
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Administrator wrote:
> Regarding a budget for your shop in 2012:
>
> _____ I have it done.
>
> _____ I am working on it now.
>
> ___X__ I plan to do it soon.
>
> _____ I have no plans to do one.
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We have the exact same office/waiting area and it can be a real challenge when customers are waiting. Generally, I will actively listen as much as I can, to help build a relationship. I probably enjoy visiting too much, and visit too long. I remember Christmas shopping one year when I ran into a customer, who lost his job 2 weeks prior. I spent a good 30 minutes visiting with him as my kids were running around crazy. That 30 minutes I spent encouraging him, really made an impact. When he finally started working again he stopped in to share the good news and has since spent a lot of money making sure his vehicle is reliable again. The return on those 30 minutes has been very good. When work just has to get done, I have found being able to have another work station in the shop helped. I would just excuse myself and work on the shop computer for a while.
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Gary Keyes wrote:
> What did your Web Site cost for development? Is there a monthly charge to maintain it ?. How long did it take to get it up and running from the day you contracted for it ? Are you happy with the results, price, service ?
Gary:
Just had my website redone from my “home grown” version that did ok for me the last few years. I choose Robert Maxim http://robertmaxim.com Some firms want a hefty amount up front, Robert Maxim does it more like a maintained service billed monthly. Instead of sinking big bucks in right off the bat it allowed me to take on a few other marketing projects with the website. Service from Robert Maxim was great, SEO is outstanding, and conversions of viewers to customers has been better than expected. It took about 3 months to get it live. I am very pleased with my choice. Here’s a link to my website if you want to see it http://autosafetycenterwb.com
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We have a service with customerlink to monitor the web for reviews about us. They send us weekly updates. Since I advertise (just a little) in the the yellowbook I also am enrolled in their reputation program. I think it’s called chatter hub, they send monthly updates.
> How many reviews are there currently for your shop:
>
> ___2__ Google
>
> _27____ Other sites http://reviews.customerlink.com/biz/auto-safety-center-west-bend
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My initial thought was to figure out who it was, even though they didn’t give their name, perhaps your SA can remember. If no luck perhaps it was a competitor….sad to say I know it has happened in our town.
I think your response was good. I really like this line “The proof is not in the absence of mistakes but in how mistakes are handled. Please allow us the opportunity.” I may have to borrow this Responding positively to a negative review can speak volumes about the amount of concern a shop has for it’s customers.
You made all good points about your 33 years in business, your reputation and the other 8 reviews are all great.
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Renegotiated my shop lease….6k saved
Sold some stuff and consolidated to discontinue using off site storage….1k
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Administrator wrote:
> Survey – Alignment Equipment
>
> 1: What brand of wheel alignment equipment do you have now?
John Bean (Snap-on) Prism Aligner
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> 2: How old is it?
3 yrs
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> 3: When do you plan to replace it?
When I have too…when it no longer is productive. We kept our last one for 18 yrs….I most likely won’t keep this one that long
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> 4: What brand(s) are you considering next time?
Since mine is fairly new I will answer why I chose it
Price
Ease of use and set-up (compared to our old machine)
Versatility (24″ wheels, duallies, also it is portable from bay to bay)
Adaptable to various lifts (since my lift is a dinosaur, this was important)
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Ollie,
Are you using customerlink and demandforce?
How have they worked for you together?
How do you use them (who does what?)
Alan Ollie Gelfand Pres. wrote:
> You cant beat Demandforce scheduler interface with Mitchell, $300 a month would be a lot if your shop does not have a very tech savvy customer base and lots of email addresses.Why would you want to pay for someones email address. We get the email addresses of 80 % of our customers on the first visit.
>
> I use I use customer link for direct mailings.I love the ease of downloading my customer data info into excel.Then you can sort your data and send promotions very relevant to your customers.
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> I contact my customers 2-3 times per month by email and every 3 months by a postcard. They can opt out very ez .We have a very low rate of people opting out of 2400 real email addresses with about 300 opting out,about 5 customers pissed about so much email and snail mail.
>
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Administrator wrote:
> How often do you send some kind of marketing/advertising email to your customer data base?
>
> _____ More than once per week
>
> _____ Once per week
>
> __X___ Once every 2 weeks
>
> _____ Once per month
>
> _____ Less than once per month
>
> _____ Never
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Administrator wrote:
> Would you say that finding new employees today is:
>
> _____ Easier than in the past
>
> _____ About the same as in the past
>
> ___X__ Harder than in the past
My opinion is with unemployment benefits and a trickle of side jobs why go get a real job? It’s been tough getting experienced techs in this last month. I had a lot more applicants in ’07 and ’08 then I did in ’10 and currently. I’ve gotten a lot of people looking for a job….any job, but none with automotive experience.
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In my town we have 3-4 parts stores to choose from. I used to spread my dollars around between the major 3. But as you know time is money and the store with the quickest delivery on average as well as the best counter service and competitive price gets my business. I also take into account how well they stand behind me when a part fails. Every year more of my dollars get spent at one store because of the timely service. If you can’t switch parts stores, try to be more proactive in your parts ordering. Oh and since I use MOD I tend to favorite the store that has there catalog (with online ordering, pics, specs ect) attached to my estimator program. A huge time saver and reduces a lot of the wrong parts being ordered
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Saw an article about Groupon in Tire News. Here’s a link
http://www.tirereview.com/Article/84257/online_group_discount_programs_guarantee_new_customers.aspx
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We have the same number of competitors…even though business was down in 2010 everyone is still hanging in there. One shop went out only to have someone new open up there 2 months later.
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Administrator wrote:
> Shop size survey:
>
> _3____ Number of inside bays
>
> _depends____ Number of outside bays
Winter in Wisconsin= None
Summer= 1-2 for overflow, light duty work
> 1800_____ Square feet (total of all square footage inside of building)
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We had the best November on record….YTD is still down from previous years….How much did the election factor into it is anyones guess.
