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ASOG Podcast LIVE at the TOOLS Conference 2021

ASOG Podcast LIVE at TOOLS Conference 2021

Tina Erickson on Brand Equity and Tour of Her Shop Ken's Auto Service, Aurora, CO OH Tina's previous episodes HERE Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Brittany Schindler, GM of her father’s shop in Rod’s Japanese Auto Care in Bellingham, WA for over 10 years. She loves working at the shop and being able to help people every day. Brittany has learned so much over the years by going to classes with great trainers and having a great business coach. One of her main focuses is to raise the standard of the automotive service and repair industry. Listen to Brittany's previous episodes HERE Key Talking Points No prices over the phone- This can be challenging at first. Giving prices can be wrong or misleading depending on the vehicle. Instead explain why prices can vary, ask them to come in first, explain warranty, DVI’s, rental cars, etc. Vet the customer- are they looking for the cheapest price? Not every customer is right for your business. Performing the best digital inspections so your customers don't have to google anything and be consistent. Continue to simplify the writing so someone who doesn’t know anything about cars can understand and learn about their vehicle. Add “what happens if you don’t do XYZ” Write and edit inspections/customer reviews with your whole team for team buy-in. Getting customers to fix their "old" cars- list pros and cons of getting new/used cars. Make the investment and let them know the vehicle will be maintained properly, the laundry list won’t grow and be behind. Selling Maintenance- oil changes, fluid changes etc. It is an easy win once everyone has to buy in for selling maintenance. Educate customers on why fluid changes are important. Cheaper to change fluid than change apart Making customers feel confident about repairs- texting DVI, lifetime warranty, “what to expect” card at dropoffs Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Check out today's partners: This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

I've analyzed this to death and the results are surprising!     I started another thread a while back with the title Dirty Tricks because I couldn't tell who was telling me the truth and who was lying.   They are all lying (thru confusion, omission and complexity though) as well as telling the truth.   There are SO MANY numbers to review.  I've tracked these numbers extensively.  Lets start by describing the charges.  There are 3 main charges:  Interchange, CardFees and Processor Fees.  The Card Fees is a collection of charges that hit both Debit and Credit charges.  The only fees your processor can manipulate are the Processor Fees.  All else is determined by your mix of CC and Debit charges.   I don't have enough time in the day to separate the Card Fees from Processor Fees, but overall the fees are a small percentage. Year CC %sales Debit %sales Processing Fee = Interchange + Fees 2021 53.2% 42.0% 1.60% 1.16% 0.44% 2020 52.3% 43.1% 1.59% 1.12% 0.48% 2019 59.1% 37.3% 1.77% 1.18% 0.59% When I look at these numbers above, I see that my total processing fees are more closely tied to the mix of CC and Debit sales.   This is why having my CC terminal default to Debit is a great feature!   I read the above as I'm paying Interchange + 0.5% in fees.  I believe the card fees to be approximately 0.40 to 0.43%, which means that my  processor fees are 0.07 to 0.10%.    This is the surprising part.  The processor isn't making much. Since you are hovering at 2.2%, then you potentially have 1.04% of fees to consider, assuming interchange of 1.16%.  There is room for improvement.    For grins, assume that card fees are 0.4%.  Your processor is making 0.64%.  Ouch!   High rates and lots of junk fees likely. SpotOn is offering you a fixed rate, when in reality, you are better off with Interchange Plus (fees) pricing.  Spot on is saving you about 0.2% if there are no other hidden fees.  This is still too high (depending on volume). While it may be taxing, get more quotes, including an Interchange Plus quote.   Your Processor Fees of per transaction and % of transaction are the variables that swing with sales volume.  I'm currently paying: Credit Card Rate - 0.05% + Interchange (all cards including AMEX) Debit Card Rate - 0.00% + Interchange Credit Transaction fee - 0.05 cents per transaction Debit Transaction Fee - 0.05 cents per transaction I did save some money with my last switch, but now, I'm not sure that I can save much more now.   And I'm happy with my processor, so I'm staying put.    

Ethan Smith, Service Advisor, Casey Automotive, Chantilly and Sterling, VA Chad Jacks, Service Advisor, Dale's Service Center, Davenport, IA Rena Rennebohm, CEO and Creator of Empowered Advisor. With over 20 years of experience in the automotive industry, Rena has always had a passion for helping people. As a Service Advisor, she found every way possible to improve and utilize her skills. Implementing new techniques with basic fundamentals gave Rena the ability to become one of the most sought after Trainers and Coaches in our field. Dedicating her time training Service Advisors with one-on-one calls, webinars, and classes is what she lives for. With high energy and understanding, rapid and continued improvement has been shown across the board from her clients. Listen to Rena’s previous episodes HERE. Key Talking Points Role Play 1: Need a Transmission Ethan: Customer- Wants price, the vehicle doesn't drive well, doesn’t feel confident from phone conversation Chad: Service Advisor- Distracted, asked to repeat the question, unenthusiastic, gives price for just transmission and when appt is, “maybe 6K” Rena: Coach- 3 steps price shopper- get to know the customer, what are symptoms of car, offer inspection. Giving only price gives customers something to compare. Redo Ethan: Customer- He did research online and thinks its a transmission Chad: Service Advisor- Greets customer with his name, asks his name and phone number, asks about the vehicle, asks if the vehicle has ever been to the shop, explains what they would do to the vehicle once it is brought in, testing price, explains shop amenities and warranties, asks about an appointment, offers rental ride/shuttle Rena: Coach- Vehicle is vetted, it has been maintained, converting good customer to shop Role Play 2: Check engine light is on Chad: Customer- Asks about price, looked online at pricing for parts Ethan: Service Advisor- Asks what car, if codes have been pulled, hasn't asked name, throwing different parts names out, $150-170 for repair Rena: Coach- Customer is probably frustrated, was told no, hasn’t received help, become a little grumpy, vehicle coming into the shop is the priority before giving price, every phone call is opportunity Redo Chad: Customer- Will the car be ready that day? The car pulls to the left when driving, asks about drop off/night pick up Ethan: Service Advisor- Asks for customer’s name/phone number, “sorry this is happening,” “so happy you called,” asks if the car has been to shop, thanks the customer for giving him the opportunity, asks if the car has been worked on, what is make/model, explains difficulties with check engine light, mentions certified technician, asks what time/day would work, test drive with the customer Rena: Coach- Express empathy, don’t use acronyms, have great tone Role Play 3: Tune-up Ethan: Customer- Asks what parts will the shop be using? What different services? Chad: Service Advisor- Unenthusiastic, gives price, “stuff to dump in the tank,” didn't ask for name, “I can check it if you want” Rena: Coach- Secret shop local businesses, more common than not, you can’t flip a switch to be professional, you need business culture, training, mentoring Redo Ethan: Customer- Asks what a tune-up entails, asks costs Chad: Service Advisor- Gives name, asks name and phone number, asks how he found the shop, shows interest in-vehicle, explains details of service, build estimate, explains warranty, offers loaner car Rena: Coach- “My customer’s love it” go with the customer without arguing, ask about symptoms, don’t tell customers they don’t need something   Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more. Click to go to the Podcast on Remarkable Results Radio

I paid 1.78% overall total in August, 36,275.42 in transactions, 648.61 in fees. Part of that is a 19 PCI non comp fee cause I am lazy, and part is a 15 monthly service fee.   I was with a local company for years. They were bought by a larger company, which was then bought by an even larger company . The service turned to garbage, so I found another local guy who works at a local bank. I like having someone local whom I can text or call with any issues, and since you can see them face to face as often as you want, you are less likely to be lied to about rates then you are from some traveling salesman that has worked for a major processor for 5 days now.   As to why my rate was so low? Over half the transactions were debit, even though no one ever entered a pin into my machine. The majority of the rest of the transactions were what I call cheap cards, under 2% base. My processor charges a flat .1, so if a card is 1.5, I pay 1.6. This is the best deal you can get pretty much. It really boils down to what kind of cards you end up getting after that.   On a side note, It was a pretty bad august for me for CC transactions. We usually average 60k a month, had a lot of checks that month, and was down an employee, which really hurts.

I switched to one of those providers that promises lower rates a couple years ago.  Total cost was almost double for the first three months while I was fighting with them on the phone.  Took 2 months to force them down to comparable and I check my total processing cost at least every other month.  Usually around 2.2 to 2.4%  They had hidden fees and instead of one transaction from my bank it's broke up into 3 every month. They tried to tell me that only one of those fees should be used to calculate my percentage and the other two were just service charges.  Took me awhile to explain that I learned math before common core became a thing.