russmccloud
Forum Replies Created
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- In general, we do not quote prices over the phone citing the fact that it is unprofessional to create an “estimate” without first inspecting the vehicle. I explain that if we quote what we are being asked to quote and then there is additional (or different) work that needs to be done thus increasing the price, we look bad and the customer is unhappy.
- If we are slow and need work, the most often requested estimate is for brake work, we will offer a free brake inspection in an effort to get the job in the door.
- Again, if we are slow and the techs need work, we will once in a while “low-ball” the estimate. The job won’t be as profitable but two things happen if we land the job. The tech’s income is helped and now this customer “knows” we are the least expensive place in town. Not the ideal client but every little bit helps.
So, as you can see, for us the answer is, “it depends”. 🙂
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As this varies state to state, you definitely should seek information. We have loaners and use Zurich insurance. The cost is reasonable and the coverage is good. In our state, we do not charge a rental fee as that changes the game dramatically. Your insurance agent may be a good source of information as well as your attorney of course.
We have a two-part form the customers fill out as well as collecting the aforementioned information. The fuel level is noted as well as vehicle dings, scratches, etc. We simply ask that they bring it back with at least as much fuel as it left. We inspect for damage and fuel level upon the vehicle’s return.
The one time the customer had a collision that they were at fault, their insurance paid the claim.
Good luck! 🙂
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The most qualified individuals to turn in labor times are the techs. If the S/A does not agree with the time turned in, the tech and S/A discuss it and reach an agreement or understanding of why the time has been bid as it has. The S/A’s do spot check and management takes action if a tech is being unreasonable (this has not happened in recent memory).
Rarely does it reach management’s level to negotiate. The very few times there has been an issue of too many conflicts or too much time turned in by one tech it is easily resolved by telling that tech that for thirty days the S/A will sell ONLY straight book time if it happens again. Works 100% of the time.
Hope that helps…
🙂
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I have been approached to do so a number of times. I have paid attention to the ads when I go and the people in the theater. Most are looking at or typing on their cell phones or talking to their friends/family until the previews begin. A group of shops went in together and bought a few months worth and offered a special discount for mentioning the ad. To my knowledge there was not one single response. Not to mention, it was EXPENSIVE!
I recommend you run away and spend advertising dollars where they will work. Good luck!
🙂
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We have the tech drive the vehicle to confirm the repairs. Then it is brought up to our Technical Advisor/my partner/brother in law and he then drives the vehicle again to confirm the repairs and look for any other issues. We began this process after some turnover and quality was becoming an issue. Things like oil caps left off, items left under hood, etc. This has yielded tremendous results! Finding issues and returning the vehicle to the tech was commonplace at first, rather unusual to have it happen now.
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That’s a good program Joe, well done! I meet with our techs
for lunch once a month and go over what is good and what we can improve on. I
feel that it is good for camaraderie and open, two way discussions. I also
schedule meetings every two weeks with Service staff in the evening immediately
following work. These are cancelled fairly often if there is nothing of good
substance to discuss. A lot of the cancelled meetings are accomplished in a
very brief period during the day if there are only one or two minor issues to
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On the second one, you definitely want to send a letter, return receipt, of the per day storage charge and the intent to file for abandoned title after a given period of time. Include the date storage is to begin and the daily rate. Best to cover the bases in these cases.
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We have a fleet of six loaner vehicles. All have been rescued from death by purchasing from an owner who did not want to do necessary repairs (usually head gasket issues). If the vehicle is fairly clean and the repairs cost effective, we buy the car and fix it up.
There is no charge to the customer. The insurance and other regulations make charging the client prohibitive. We have a two part form we have the client sign, we copy their driver’s license and insurance card. Typically, no drivers under 25 years of age – that policy makes Zurich breathe easier.
We have Zurich Insurance, they are great to work with on our loaner car program.
We do not advertise loaners, we provide them to any (gasp!) come-back, a large job, or a very good client upon request, or the if S/A’s offer. They are often used to seal the deal when the client is balking at the time out of vehicle to do repairs. HTH!
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Just a couple of thoughts here. This quote is priceless: “The proof is not in the absence of mistakes but in how mistakes are handled. Please allow us the opportunity.”
Thank you so much for sharing that, I will definitely plagiarize it in the future! Gems like this are why we all come here to read and to share.
Secondly, we subscribe to Demand Force and not long ago the question arose in my mind as to whether or not we should respond to online reviews. The C/S agent I spoke to suggested we go on a tour of their clients, both those who did, and those who did not. He explained it was purely a matter of opinion.
It was my strong opinion that I preferred those who responded to both positive and negative reviews every time. I made the decision immediately to do so. Sometimes it is simply thank you for the kind remarks, others I go a bit further, at times attempt a bit of humor but definitely type it, walk away, and come back later to see if it is truly humorous. (Usually it isn’t)
Negative reviews can become positive ones through the posting of replies much like the one quoted above. However, it is my opinion that if you post only to negative reviews you are missing the boat and it diminishes your online presence. I have heard more than once a client surprised that their reviews were actually read. Take the time, it pays dividends.
PS Sometimes you can get even, like the time I replied to a complaint that was morally invalid by saying we appreciated the opportunity to improve on our documentation procedures. Read into that what you like!
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We have been using it for just over 6 months now with positive results. The hardest part is getting the SA’s to remember to get the e-mail addresses. The service to purchase e-mails based on your client list is pretty good, but the best results come from those that clients choose to give to you.
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Never pay a percentage of labor billed out. Only those who are no longer in business, or will soon be out of business, do so. Any time you raise the labor rate the tech would get a raise thereby increasing your costs.
Offer a fair wage per hour for your area, whether that be a flat rate or salary as is your choice, but never a percentage of billing.
Good luck and Merry Christmas!
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I agree with Rob, and when talking to your attorney, listen carefully to the pros and cons of LLC vs. corps. There is a distinct difference and one size does not fit all. One way or another, definitely incorporate in order to protect your personal assets and your family. Good luck!
PS Be sure you follow all the rules, particularly those regarding “meetings”!
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Excellent post and great information. We do own ours, but I can see where there could be substantial problems for others just as described. Thank you for taking the time to advise others as to this issue!
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No discernible difference. I think things will stay much the way they are for the most part until the uncertainties have begun to resolve.
