Quantcast
Jump to content

Recommended Posts

Posted

When someone comes in with a symptom like "shake in xxx area" or a "grind when doing xxx" or "I just know something's wrong"..

 

Many times we get confused on what to charge. Diagnostic fee or inspection of a certain area.

 

How do you and your guys approach this?

 

Sent from my SM-N900P using Tapatalk

Posted

What color should you wear on every 3rd Wednesday of the even months :D. This is a question I believe we all struggle with and I just try to be as efficient as I can and take car of myself and customer. Here's an example of what I'm talking about last week.

 

I get a customer that brought in a Ford Ranger that he wanted replacement shackles put on the rear, diag ABS light and a noise in the front end. Normally this would be 2 separate diagnoses since it's 2 issues but it can easily be done by 1 30 min diag. I replaced the shackles then went for a test drive to ensure all was good and at the same time hooked up the scanner to monitor the wheel speed sensors. After hearing no squeak but find the wheel speed sensor had failed in the front I through the truck on the lift and pulled the tire to replace the wheel speed sensor. As the WD-40 was doing its job I shook down the front end and then replaced the wheel speed sensor and sent the vehicle on its way. I made a plan of action and then followed it and everyone won.

 

I know that there are a million different scenarios but IMHO if you just take a minute to create a plan of action it will make you more money and keep the customers costs down.

 

I

Posted

We always inform the customer that our initial diagnosis is FREE. We spend 10-15 minutes diagnosing the car. After the 15 minutes we inform the customer of the findings and state that we have to perform a "Specialty Test" which is usually $45 to $75.

 

The main idea is to offer a free initial diagnosis over the phone to get the car to OUR shop.

  • Like 1
Posted

We always inform the customer that our initial diagnosis is FREE. We spend 10-15 minutes diagnosing the car. After the 15 minutes we inform the customer of the findings and state that we have to perform a "Specialty Test" which is usually $45 to $75.

 

The main idea is to offer a free initial diagnosis over the phone to get the car to OUR shop.

 

 

Key is to get the people and cars through the door so IMO you are on the right track.

 

My 2c are that I wouldn't necessarily call it a "diagnosis" considering that you might lock yourself into a commitment in the customer's point of view. What we call it is a consultation and/or inspection of their concern. We make it clear to them that we want to give them some professional eyes on their problem before determining what the problem is or if further action needs to be taken to discover the problem/solution.

 

So in short we replace FREE with COMPLIMENTARY and INITIAL DIAGNOSIS with CONSULTATION and/or INSPECTION. It helps to differentiate your actual testing and diag fees.

  • Like 1
Posted

 

 

Key is to get the people and cars through the door so IMO you are on the right track.

 

My 2c are that I wouldn't necessarily call it a "diagnosis" considering that you might lock yourself into a commitment in the customer's point of view. What we call it is a consultation and/or inspection of their concern. We make it clear to them that we want to give them some professional eyes on their problem before determining what the problem is or if further action needs to be taken to discover the problem/solution.

 

So in short we replace FREE with COMPLIMENTARY and INITIAL DIAGNOSIS with CONSULTATION and/or INSPECTION. It helps to differentiate your actual testing and diag fees.

But free is a key word to a lot of people. I agree with the rest of your statements.

Posted (edited)

FREE = no value, COMPLIMENTARY = value. There is a reason why higher end services like a nice hotel or resort offer amenities complimentary rather than for free.

From Websters

 

Free : not costing any money : not held as a slave or prisoner : not physically held by something

 

Complimentary : expressing praise or admiration for someone or something : given for free

 

Free ... is used in so much advertising it is the key word to a lot of consumers. Look at every tool truck that comes in. Buy the latest whiz bang socket set and get a free 3/8 drive ratchet. Does the ratchet have value?

 

Maybe its my redneck up-bringing or the fact that I deal with so many Hispanics and their broken English. Complimentary would be coffee and donuts while you wait. Which has more value?

 

Sorry to get off topic

Edited by cdhowell
Posted

I guess we can agree to disagree. I have effectively changed our culture and methods of doing business which include our use of the word complimentary vs free which has doubled out revenue and ARO in a matter of a calendar year. I will try almost anything that I feel might make a positive change to my business. In my experience the small change of free vs complimentary made a big difference.

 

Some other food for thought (from my own brain lol)... not only are you receiving something of value that is complimentary rather than free but you are also receiving something complimentary because YOU are valued as a client rather than offering free free free which is available to any person off the street. Not sure if that makes sense but it does it my head :)

 

If you like using the word free and its working for you by all means keep doing what keeps you successful!

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
  • Similar Topics

    • By Joe Marconi
      Many auto repair shops are adding a fee to the final invoice for customers using credit cards. I get it, but don't agree.
      For me it's simple. First, do your best to negotiate the best deal from your credit card provider service.  Next, take that fee and add it to your cost of doing business.  To me, I consider this fee an expenses, just like all other expenses: office supplies, utility bill, insurance, taxes, training, travel expenses, maintenance, etc. etc. 
      From your total average monthly expenses, you will be able to determine your breakeven, and from there, set your net profit goal. In other words, forget about the charging the customer a fee, just build into your overall prices. You will accomplish the same thing, and not bring attention to the customer that small fee that may be a big deal. 
    • By carmcapriotto
      Thanks to our Partners, NAPA TRACS, and Today's Class The "Great Correction" refers to a shift in the industry after a period of relative ease, likely due to pandemic related factors. The key concerns include a decrease in online searches for auto repair, rising costs, increased competition from dealerships, labor shortages, rapid advancements in technology (EVs, ADAS, AI), and the need to explore new revenue opportunities like key services, ADAS calibration, tires, and truck repairs. These issues suggest that the strategies that worked in the past may no longer be effective. Ryan Daily, Business Coach, The Institute Wayne Marshall, Business Coach, The Institute Fred Hule II, Business Coach, The Institute Show Notes Watch Full Video Episode Introduction of Guests (00:00:00) Market Challenges (00:02:14) Customer Education Importance (00:04:01) Effective Communication (00:05:16) Listening to Customers (00:06:49) Value of Language in Services (00:08:34) Customer Trust and Attrition (00:09:21) New Car Sales Impact (00:10:20) Facility Appeal (00:12:26) Investing in Facilities (00:14:09) Profitability Challenges (00:15:17) Mindset Shift in Shop Owners (00:16:16) Value Proposition Discussion (00:17:21) Continuous Improvement in Service (00:18:03) Understanding Profit Targets (00:18:49) Shop Management Systems (00:19:51) Training Service Advisors (00:21:06). Proper Vehicle Inspections (00:22:01) Communication with Customers (00:28:15) Follow  Up Strategies (00:29:45) Educating Customers on Maintenance (00:32:15) Company Culture and Staff Engagement (00:34:02) Understanding Expectations (00:35:59) Customer Engagement (00:36:55) Cultural Impact (00:37:36) Continuous Education (00:39:30) Investment in Staff (00:40:36) Onboarding Process (00:42:33) Industry Transformation (00:44:38) Adapting to Change (00:46:31)
      Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By marxautocenter
      Hello everyone,
       
       Currently we use RO Writer and Auto Vitals to manage our shop workflow. It works out very well overall, but I'm looking for a way to keep track of daily/weekly shop numbers in a clean and easy to read format. We found it difficult to get clear numbers in RO writer, and use the punch in/out feature in Auto Vitals for time keeping (which limits our reporting features in RO writer). I'm looking for other shop owners who use this combination to tell me they way they keep track of their daily/weekly numbers, such as technician hours worked/billed, comebacks, declined work, sold recommended (and develop a ratio from declined work/sold recommended).
       
      I'm working on a Google sheet now, but I'm looking for opinions on what you find easiest to read, while limiting entering too much information multiple times.
       
      Thank you for your comments in advance!
       
      Cheers!
    • By carmcapriotto
      Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network "I had mistook tasks for servant leadership. Servant leadership is critical. If I'm not there to serve the people that work for me, to empower them to do the best possible job that they can do, then I'm holding them back." Connor Tracy, Director of Partner Development at KUKUI, discusses leadership challenges in auto repair shops, the importance of delegation and empowerment, adapting to industry changes, and the role of technology and data in modern shop management. Discover practical tips to transition from being a micromanager to a leader who can drive business growth effectively. Connor Tracy, Director of Partner Development at KUKUI Show Notes Watch Full Video Episode Introduction and Episode Overview (00:00:00) Connor Tracy's Background (00:01:42). The Homecoming Story (00:02:01) The Importance of Delegation (00:04:41) Micromanagement Pitfalls (00:06:08) Learning from Mistakes (00:09:09) Shifting from 'Me' to 'Us' (00:09:40) Empowering Team Decisions (00:10:36) Challenges of Leadership Training (00:12:22) Personality vs. Leadership Skills (00:13:06) Customer Review Management (00:17:12) The Need for Coaching (00:18:58) Peer Mentorship and Outside Perspectives (00:19:51) Sales Territory Engagement (00:20:42) Industry Resets and Agility (00:21:13) Proactive Leadership (00:22:27) Data-Driven Decision Making (00:26:18) Trends and Business Performance (00:27:27) AI Integration in Business (00:28:43)
      Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/         Click to go to the Podcast on Remarkable Results Radio
    • By nptrb
      Welcome to 2025! As a new year begins, it’s time to start thinking about taxes. 
      For auto repair shop owners, understanding potential tax deductions is crucial for maximizing profitability. 
      This blog post will explore some common tax write-offs available to your business. It will help you keep more of your hard-earned money so you can achieve success!
       
      Understanding Deductible Expenses
      The IRS allows businesses to deduct “ordinary and necessary” expenses. 
      This includes costs that are common and helpful in the day-to-day operations of your auto repair shop.
       
      Cost of Goods Sold (COGS)
      This includes the direct costs associated with the parts you sell and install. 
      COGS covers everything from small items like spark plugs and brake pads to larger components such as engine parts and tires. 
      Accurate and detailed records of all purchases, including invoices and receipts, are essential when reporting these deductions.
      It’s critical to properly value your inventory at the beginning and end of the year because this directly affects your COGS and, consequently, your taxable income.
       
      Labor Costs
      Labor costs are another substantial deduction that you will want to claim.
      Labor costs encompass:
      Employee wages Employee salaries Employee benefits When examining your labor costs, be sure to report the gross wages paid to everyone, from mechanics and service writers to administrative staff. These are the people who keep your shop running like a well-oiled machine. 
      The employer-paid portions of Social Security, Medicare, and unemployment taxes are also deductible, along with various employee benefits like health insurance and retirement plan contributions.
       
      Operational Expenses 
      Operational expenses cover the day-to-day costs of running your business. 
      This category includes:
      Rent for your shop space (if you lease) Utilities such as electricity, water, and gas The maintenance and repair fees of your shop equipment and facilities Insurance for business liability, property, and company vehicles Expenses related to promoting your business, such as online advertising, print ads, and local sponsorships, fall under deductible advertising and marketing costs, which are also operational expenses.
      You can even deduct the fees paid to professionals and service providers such as accountants, lawyers, and other consultants for business-related services.
       
      Depreciation 
      Depreciation is often an overlooked deductible, but it is important in maximizing your profit, nonetheless, because it allows you to deduct the cost of long-term assets over their useful life. 
      Depreciation deductions apply to equipment such as lifts, diagnostic tools, and other essential items used in your shop. 
      If you have company vehicles that are used solely for business purposes, such as a tow truck, you can also deduct their depreciation.
       
      Other Deductions 
      COGS, labor costs, operational expenses, and depreciation are the core categories, but that doesn’t mean other dedications don’t apply. 
      Here are a few more auto shop costs to consider claiming:
      Employee training  Continuing education Business travel for industry conferences or training Unpaid invoices from customers (you may be able to deduct the unpaid amount as a bad debt!)
      And always remember. . . 
      Meticulous record-keeping is absolutely essential for substantiating your deductions. 
      Keep all invoices, receipts, and other relevant documentation organized. An online accounting system such as Quickbooks Online can help! 
      Tax laws can be complex, so consulting with a professional is highly recommended. They can provide personalized advice and ensure you’re taking advantage of all applicable deductions. 
      Remember: tax laws can change, so stay informed about any updates that may affect your business so you can stay on the right track to growth! 
      Proper planning and education will help you significantly reduce your tax liability and improve your bottom line year after year! 


  • Our Sponsors

×
×
  • Create New...