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Customer has perception that car repairs shouldn't cost a lot?

mspecperformance
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mspecperformance Mentor

mspecperformance

Posted
Posted

Question for you guys. I've some customers recently with older vehicle (1980's 3 series e30 chassis if you are familiar) and have been a real pain in my ass. The car is old but the market for these cars are still decent. I have a lot of clients that own them and will put a few thousand in repairs without thinking about it. I've had 2 customers recently that have been a real pain in my ass. You present them with a few hundred dollar ticket and they go ballistic. Remember these cars are old and there are tons of problems on older vehicles. Most recent customer is a forum guy and is scrutinizing any estimate for any work he needs. I would love to get rid of him but he had an overheatin issue. We fixed a leaking heater core for him but come to find out his cluster is shorting out his electric fans and his thermostat appears to be stuck closed. What do you guys normally do in these situations, I'd like to just send him down the river.

lmcca Collaborator

lmcca

Posted
Posted

some people you just cant please, you know this.

 

if you want to keep him then you have to explain things. People try that with us too on old cars, its old so it cost less. I explain, its old, less helpful (computer systems), rusty and easy to break stuff, so, it will cost you more to fix it. If you dont want to keep him, explain that your prices are your prices, those people on the internet are not coming down here to fix your car. Auto repair prices are different here in tx as they are in california the same as cost of living and home prices.

 

it really isnt any different than any other customer, some you have to spend extra time on and others you dont.

PAPShop Collaborator

PAPShop

Posted
Posted (edited)

"Minnesota winters are not kind to our vehicles. If your vehicle is more than 15 years old, you may have a small additional labor charge to accommodate the removal of rusted nuts, bolts or parts."

 

And forum guys, we ask what shop their "forum expert" is out of. There seems to be a lot of guys working at "sumguy" Shop.

Edited by PAPShop
Mario Collaborator

Mario

Posted
Posted

These are most of my customers in Ohio unfortunately. It is frustrating and I completely understanding wanting to retain the customer.

 

About a year after I opened my shop I invested in a plastic/nylon fuel line kit. All the fittings, adapters, compression fittings, and sizes of line to cover almost any application.

 

We have a lot of rusted out gas and brake lines in my area. One day some guy comes in with a car with rotted out gas lines and asks me for a quote on replacing them. I got him off of a craigslist ad I ran (my mistake). I gave him a quote for two new gas lines from the Fuel Pump to the engine for $400. The plastic fuel lines are expensive to make, but are a near permanent fix unless they are cut. The tank had to be lowered to access the lines closest to the pump. Honestly with all the rust, doing these kind of jobs end up taking a half of the day to preserve the gas line brackets, cut out all the nasty line, cut and fit new lines, and button everything back up and clean the bottom of the car. It makes a mess on the floor and the shop stinks for the rest of the day.

 

The guy acted like he just fell out of his shoes when he told me "Wow I only paid $200 for the car". So because he bought the car cheap, all the repairs on the car should cost less then the car?

 

After that experience I went on craigslist and removed my ad.

  • Like 1
slowtech Contributor

slowtech

Posted
Posted

If someone tells me they only paid $200 dollars for the car, my reply is.. then you should have plenty of money left over to fix it.

  • Like 1
carbtech72 Contributor

carbtech72

Posted
Posted (edited)

I have this happen a lot. Being a carburetor shop about half my work is pre-1985 vehicles and most of those customers are great. Never an issue with price, just hand me the keys and see you later. But I do get a lot of newer cars in for service and repairs. a few days ago I had that typical customer come in and start the usual clueless ramblings.

 

"Wow you have a lot of nice cars in here. Whats your labor rate?"

 

"75/hr, what seems to be the matter with your car?"

 

"well my cars running rough, i was told to bring it here but I tried to fix it myself blah blah , internet forums said blah blah, your rate is kind of expensive blah blah"

 

"my rate is now $85"

 

"well my friend though he knew..blah blah, my father in law thought blah blah""

 

"my rate is now $95"

 

" well what will you charge me. Its an old car(1997) so it should be cheap blah blah, back in my day blah blah, I used to me a mechanic blah blah"

 

"my rate is now $105, do you want to give me the keys and be at $75 or tell more story and see if I can get to $155"

 

Being an owner I know sometimes I have to kiss a little ass, but I don't have to take any sh*t. When they start that "why is it so much", its old"...etc. I just give them blunt and honest. Usually they will leave the car, or just leave. Either way I win

Edited by carbtech72
  • Like 1
  • 2 months later...
AJFA Contributor

AJFA

Posted
Posted

Every story I just read has happened to me and I assume all of us on a regular basis, its part of dealing with people.

It makes me wonder how much longer do I continue to try and help people out with their car problems?? Glad we are busy and making a profit!

After my 45 years in the car repair business, its the people that drive you more nuts than the cars do!!

The cars we can take a hammer to when no one is looking, do not try that with a customer - even if they are not looking!

Laughing about what customers say is the only way to get through the day some times.

Dave

  • 2 weeks later...
alfredauto Experienced

alfredauto

Posted
Posted

I tell everyone a $500 car is like a free boat, there's a reason its cheap. The reason is usually the cost to repair exceeds the value of the unit. With junk prices being so low we're starting to see them more and more. When a junker comes in I inspect it really well and when I show the customer his rotted out components its easy to dissuade them from wasting money on junk.

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      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
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      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
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      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
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      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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