[Bob Ward]

I have had both occur. I responded by pointing out they have never been in to our shop according to my database. I invited them in to actually experience our staff. I contacted the host to have the bogus reviews removed. The fact that I replied had negated any value the author thought their review may have had. Your reply is the single most important tool you have to show people what you are about.

[Bob Ward]

By educating the customer  on what they purchased and why makes their purchase more solid. They can become a great shill for you. Sometimes people talk about repairs they had done. Some people will try to tell them they made a mistake. By educating them they can stand up to their friends based on the information the shop gave them regarding their purchase. They will always feel better about making a purchase knowing more about it.

[Bob Ward]

I only deal with two aftermarket warranty companies. I have built a good relationship with them over the years. I turn work away on most newer companies because of the headaches. They try to drive margins down and collecting payment can be a nightmare at the best of time. I have to be diplomatic with the vehicle owner when dealing with their situation so as not to lose a potential customer. One possible way to deal with these companies is to get authorization and payment before the job is started.

[Bob Ward]

If you are watching your numbers closely, especially your declined/invoice back out numbers this would never happen. You service adviser should be selling the work not the techs.

[Bob Ward]

Are you aware this is actually theft? All involved parties should be made aware you are onto this scheme. I do not think it is a result of your policy change. It sound like this has been going on for a while. Your lead tech obviously doesn’t want to be a part of this. You have said this has been going on for a while because your staff knew you were not paying attention to the numbers. Have you considered legal, criminal action and  termination? Perhaps your employee who just handed you his resignation would stay on if the participants in this scheme lost their jobs. You and he could start to rebuild your business and by watching the numbers closely you could spot any potential problem long before it becomes a major issue.

[Bob Ward]

I understand that certain states or provinces are mandated to break everything down. I have two questions for those who menu price to hide parts.
1. How do you handle a warranty if they ask for a customer invoice?
2. What do you do in an audit situation when the invoice is not broken down?

[Bob Ward]

Jay
I would like to talk with you about this. I talk better than I type. Email me for contact number.I was a franchisee for a large chain before going independent. bob@stthomasautoguys.com

Bob Ward

[Bob Ward]

First of all you need to educate yourself about this business and how to run it properly.This will take some time. This training will be integral to the success of the business moving forward.You also need to learn about the franchisor and how a transition to a new owner will occur.When you buy an existing franchise you will need to be approved by them before anything can progress. To walk in blind you will not survive. I have had personal experience with a group called Automotive Training Institute (ATI) located in Baltimore. They special situations like this. Don’t rush this process. Learn as much as you can before you commit. As far as your concern about loss of customers it can be a concern because the business is really the owner and customers are comfortable with him. This is where you need to learn how he handled them and do the same moving forward. You will also need to hire a manager who knows the business so it can be up and running quickly. This is a good volume shop so you will have to be up to speed quickly. Be ready to lose staff as well. Sometimes they will resist change with a new owner. Don’t assume they will transition easily.

[Bob Ward]

Carfax?

[Bob Ward]

The type of customer who tries to play the price shopping game is not the type of customer most premiere shops want. They are only loyal to price because they do not understand the business. With that being said this is an opportunity to sell yourself and the benefits of purchasing from you. You are the professional here. Come across as one and you may end up with a loyal customer. Transparency on the invoice is very important. People will perceive you are hiding something and not trust you. Trust is paramount.

[Bob Ward]

A potential problem I see by doing this is future warranty claims on product that is not shown on the invoice. All suppliers require proof of installation which would not appear on this type of invoice format. Do you not think you may be opening a can of worms by not showing labour as well?

[Bob Ward]

Amazon is treating auto service like a commodity which it is not! Who is making recommendations for vehicle service and maintenance a trusted auto professional or a vehicle owner? The fact that there are so many restrictions on services bought on Amazon is clearly a RED FLAG. Amazon is catering to the younger generations. If we are to compete we need to sell ourselves and the advantages of dealing with people who know vehicles. If we  try to compete on price with Amazon we will lose. Lets approach this from a different point. Amazon has no service outlets. We do and they are very well established. As a service provider, who would agree to the terms Amazon wants to establish? Vehicle owners are not educated enough to know what services they need and when to get them. This is our strength. This is where we should compete.

[Bob Ward]

It appears your techs are trying to hold you hostage from reading your post. I am not a fan of flat rate pay because it breeds shortcuts and poor quality work. However a pay plan based on tech efficiency would work and you could put all your techs on it. If you give in and pay them a salary you will definitely see a deterioration in productivity. The techs need to be held accountable for their actions. If you see a tech “dogging” a job you need to address it right away. Stand your ground. I would also be looking for replacements. Do not keep this employee on too long. He is a toxic employee that will turn the others the same way.

[Bob Ward]

We have let the “oil change” become a lost leader when in fact it shouldn’t be. Since manufacturers have increased the service interval it becomes even more important to take a good look at the vehicle which cannot be done quickly. Does your doctor or dentist advertise how fast they can get you in and out? The only way to get paid properly for our services is to educate the customer about what they are receiving, ie quality products, trained technicians and relationship building to establish a long term customer. Value and price are two very different things.

[Bob Ward]

When a customer wants to supply parts you have lost their respect. They obviously feel you are not being fair with them. As professional repair shops we are not in the commodity business, we are in the service business.If a customer asks to install their part it is up to us to educate them as to why we have their best interests at heart by using our experience to select the best parts for their vehicles based on our knowledge. If for some reason they do not take your advice then let them go elsewhere and learn what we know the hard way.