I asked him, “What do you mean when you say, you’ll do the rest?” He said he would go online and Google the code and get the needed information to repair his car. I couldn’t hold back at that point. I said to him, “Really, you think it’s that easy”?  I tried my best to make him realize that it would be in his best interest if a professional did all the testing and inspecting.

After a few more words back and forth and his persistence of just reading the code, I finally told him, “No”.

He had this look on his face of disbelief. I did ask him why didn’t he go to an AutoZone and he replied that he tried but due to the age of the car, they did not have the right code reader.

I ended the conversation by telling him, the only way I will hook any piece of equipment to his car is if I do all the testing and diagnosis and that he will have to pay for it. Again, I got that blank stare of disbelief.

He didn’t say a word, and walked out.

Was I wrong? Should I have helped me? Or better yet, should I stay away from the service counter???

Last April we had a 2009 Dodge Avenger come in at 50,000 miles with the rear drum brakes destroyed.  It needed shoes, drums and wheel cylinders from being driven pas metal to metal.  We replaced the above but the problem since then has been a complaint with noise.  We have installed three different brands of shoes including the premium Wagner and CarQuest shoes.  We literally have tried every thing we know and we cannot see where the problem is.  We are going to try dealer shoes but I am not optomistic.  I have read about a similar issue on line but have not saw a solution posted.  Has anyone on here ever experienced this problem. 

I wasn't finished pushing my chair in when someone walked over and put the bread on the table. Shortly after that the waiter came over and in a really quick voice told us the specials. It almost sounded like those guys at an auction. We needed more time, but he was persistent and game back shortly. We gave the waiter our order and he marched off. 

It had to be no sooner than a few minutes when the appetizers arrived and it was much long after that the dinners arrived. My reaction was, “Wow, that was fast, were these meals pre-made?”

The entire experience felt rushed. We have been to this place many times before and part of the reason we go back is for the experience. The food is always good and we never minded the wait.

I guess what I am saying is that the fast service was more in line with a diner, not a fancy Italian restaurant. 

This got me thinking about what we do, especially customers that wait for a repair of service. What are their perceptions of time? Does time have a factor with our customers with respect to the cost of a job? I know we look at productivity and track time, but how does this equate to the value and perception of the consumer? Can service be too fast?

Would you have a diagnostic charge for the following or just the 1.2 hours of labor and parts required to replace the alternator:

Customer comes in and states that there was a large popping noise heard this morning and now she hears a constant smaller popping noise.  Our tech figures out that it is the coupler attached to the alternator.  He performs an alternator test to verify that the alternator does in fact work properly.  The CSA presents this information to the customer and he chooses to replace the entire alternator versus just the coupler.

http://www.dec.ny.gov/chemical/87411.html

These new machines are much faster and more accurate, but is there a trade off with respect to technician actual know-how?

Way back in the 1980s, shops enjoyed a steady flow of broken cars. GM, Ford and Chrysler dominated the roadways and there was a lot of repair work. But, like many shop owners, I was a much better mechanic than I was a business owner. I never really knew the true costs of running my business. I was busy, but not very profitable. I survived, but never really thrived.  And, there was never any money left over for my future.

Even as I began to understand how to break down a job and look at labor and part margins, I still did not see the big picture. It wasn’t until I physically looked at all my expenses, what I needed to live on, understand money was needed to grow the business and calculate future needs, that I truly understood how much I needed to make to generate true profit.

Many shop owners calculate breakeven, but still are short on cash flow. This ends up with a lot of frustration and confusion.  Calculating breakeven should be more that merely paying your bills. It should allow enough for company growth, adding money to your retirement account, putting away money for your kid’s education and setting up a cushion for unexpected expenses. You should also factor in your return on investment. That’s right, your R.O.I. Why else are you in business?

Unless you have multiple income streams, your business is your sole source of income, which means your life, now and into the future, is dependent upon what you earn, which means: Do you truly know how much profit dollars are needed from your business?

Many of us have been in survival mode the past few years. And thinking down the road is not at the top of the list. But, history has shown that economics are cyclical and we need to prepare now for our future. 

Take the time to go through all your accounts and start building your breakeven and future planning analysis. Start by calculating all you fixed expenses, variable expenses and allow for unexpected one-time expenses. Add into that report all the future expenses you will need; retirement, R.O.I., kids’ education, that boat you want to buy, etc.

When you truly know what profit you need, you can begin to work on your business to achieve your goals. If you don’t know, you will always be wondering, “Why don’t I ever have enough money left over?”

In New York we identify so many cars that are unsafe; some due to neglect, but many due to wear and tear, pothole damage and other conditions. Our good customers are thankful that we have recognized a potential safety issue that could put them, their families and others on the road at risk.

I think we need more public awareness and tell our elected officials that mandatory vehicle inspections are a good thing. When I was young it was common to give your car a quick “once-over” on a Saturday morning. Plus, with full service gas stations back then, the gas attendant would check under the hood, look at the tires, etc. Today, people get in and drive.

I don’t know how many states have an inspection program, but those that do need to get the word out that this is more than just a revenue stream, it’s a matter of public safety.

I am a believer in “guerrilla marketing”, which is a strategy that allows us to compete with the big guys, without going head to head with them. It helped the colonies win their independence from the British. The British Army was more organized, larger, trained and better armed. Initially, unconventional warfare gave us an edge.

Most of us cannot compete on the same level as a large dealership or national account, and we shouldn’t. It’s actually more important to find what the competition is doing and do the opposite. To think that I can compete with the Lexus dealer and have available 30 loaner cars is insane. But where I can compete is by branding my company in my local community, which will give me lots of publicity, which more times than not is actually more effective than advertising.

Let me give you an example. When I opened my new facility I started doing consumer clinics. Eventually people began asking me to do the seminars at the local libraries. This branched out to the local Rotary, Chamber of commerce and recently at different local functions. Each time I do one of these, I get a lot of free press, which helps to boost my image and promote my brand.

Remember, we may be in the auto repair business, but that’s not who we are and why we are in business. We all have a story to tell. Find WHY you are in business and tell that story to the world. It will become your brand identity.

If you focus on the tools and equipment of your trade, you will reduce yourself to a commodity and become a “Me-Too” brand. Differentiate yourself from the pack. This will narrow your target audience, but will actually increase your market share. Give it a try, think about it. It works!

My old mentor told me that life goes in cycles, and that no matter how much I prepare I should accept that there are days that are going to be tough and difficult to survive.

Well, yesterday was one of those days.

I had that customer that every shop hates come in, nothing we could offer or do makes this customer happy. He claims mechanics are always out to rip him off. That we damaged something in his car and that after we had serviced his car it never ran well.

I have told this customer that we are not the shop for him and that we are not setup to handle his car troubles, but he always stops by and makes it a point to have his car checked by my guys. He usually waits to come in when I am not running the service desk.

So yesterday, my senior mechanic damaged a car when backing out of the bay and hit this trouble customer's car, pending jobs parts where boxed wrong, also one of the lift's motors died, and my wife drove over a parking spot limiter and took out the oil pan on her minivan.

Thank God I am healthy and have a sense of humor or I would have had a heart attack!