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By Jonathan Ganther
Hey guys. I'm new to the forum and was looking for this subject but couldn't find it. Sorry If I'm posted something that's already been discussed. I own a brake shop in Austin, TX. We do anywhere from 10-20 brake jobs a day. We only do brakes so I don't know how much full service auto shops deal with this problem but... Customers are constantly calling in claiming they've bought the best parts or they want to provide their own parts because they've done research and know what is best. This drives me crazy. First of all they don't know whats best. Then after being told no they get offended and act like tons of shops allow this. What is the best way to handle these customers? Just send them away? I'll quote them a price using our parts and they act as though its a rip off. What shops are doing this for their customers? I feel like I'm letting jobs get away from me. Any experience with this?
A new law in New Jersey forbids the sale of unsafe used tires. The legislation, signed by Gov. Chris Christie on Aug. 7, 2017, was supported by the U.S. Tire Manufacturers Association (USTMA), Tire Industry Association and the New Jersey Gas Station-C-Store Automotive Association.
The law fines businesses that sell tires that exhibit any of these unsafe conditions:
— tread depth of less than 1/16 inch measurable in any groove;
— damage exposing the reinforcing plies of the tire, including any cuts, cracks, bulges, punctures, scrapes or wear;
— improper repairs, including, but not limited to:
any repair to the sidewall or bead area of the tire; any repair made in the tread shoulder or belt edge area of the tire; any puncture that has not been sealed or patched on the inside and repaired with a cured rubber stem through the outside of the tire; any puncture repair of damage larger than 1/4 inch; — evidence of prior use of a temporary tire sealant without evidence of a subsequent proper repair;
defaced or missing tire identification number;
— inner liner or bead damage; or
— signs of internal separation, such as bulges or local areas of irregular tread wear.
Violators will be subject to a fine up to $500 for a first offense. A second offense will be considered a violation of the Consumer Fraud Act and subject to a penalty up to $10,000. Additional violations will be subject to a penalty of up to $20,000.
Anne Forristall Luke, CEO and president of the USTMA, said, “New Jersey has taken a bold step to protect motorists from high-risk used tires that have no business being put back into service on New Jersey roads."
The USTMA says its research shows more than 30 million used tires are available for sale nationally. The legislation does not ban all used tire sales. It targets used tires that have specific, well-established, unsafe conditions
The National Highway Traffic Safety Administration (NHTSA) says worn-out tires are three times more likely to be involved in a crash than tires with sufficient tread depth. NHTSA crash statistics indicate about 200 fatalities and 6,000 injuries are attributed to tire-related causes annually.
The law was sponsored by Democrats Shavonda Sumter and Raj Mukherji.
Sumter said, "What initially seems like a good deal ultimately can be deadly in the market for tires. Retailers who sell damaged tires to consumers endanger not only their customers but also everyone else on the road. Banning the sale of damaged tires simply is a common-sense matter of public safety."
Mukherji said, "Drivers in New Jersey should be able to buy tires and rest assured that the items they've purchased are safe. The lower cost of used tires does not warrant putting lives across the state at risk. Damaged goods that put consumers in danger simply should not be on the market, especially when it comes to tires."
By [email protected]
There are days I want to set the place on fire (sometimes just customers cars) ok just kidding. I seem to be getting a streak of problematic parts lately. I am so tired of reps telling me about quality, oem specs, warranty blah blah. My main supplier is AAP. Here are some examples below.
- 2000 wrangler needing rear axles due to bearing failure. Ordered Dorman axles and both had fitment issues where once installed the differential pin wouldn't fit in due to improper clearances on the axle. Ordered another brand online Yukon Axles.
- 1995 Lexus SC300 (mint cond, low miles) Felpro valve cover gasket was manufactured too thick and didn't fit in the groove on the valve cover. Ordered from Lexus and fit fine.
- Forgot the year (Chrysler van) water pump with a pulley that wobbled and even the online reviews had the same issue.
- 1993 Wrangler water pump machined incorrectly where once bolted to the block, the ears of the pump where the ps pump bracket bolts to was not machined correctly and if you tried to bolt it on it would bend the water pump. Ordered AC Delco (i think) from Cold air distributors and worked fine.
- 1999 Lexus ES300 front left brake hose manufactured incorrectly. Ordered another brand, probably Raybestos from Cold Air Distributors, and all is well.
- 2003 Taurus 3.0 OHV timing cover from Dorman 635-117. Online reviews had some issues but the oem unit was expensive. I ordered 3 before I found one that was machined good enough then installed. Came back a while later leaking. I ordered a replacement under warranty and the quality control was horrible. Just ended up getting the ford one and looked and seemed to work great. Time will tell
- 2005 Honda Element Monroe struts all the way around (these are the ones) in the front like the civics where the strut has the bracket where the tie rod bolts to. Left front was fine. Right front couldn't get aligned properly as the bracket for the tie rod was welded on at the wrong angle. Went through a couple from the local parts store then I think Monroe sent me a strut that was tested to be ok on their manufacturing/ quality control/ measurement jig and it still failed. They paid to have the old Honda part sent back for inspection. I think i ordered KYB for the front and all was well.
I use the AAP Wearever Platinum which have been great brake pad material and braking, but lately they don't fit properly and I have taken video to show the reps and I believe when the backing plate is cut, there are imperfections where it wont fit into the caliper bracket without me grinding the backing plate on the edges. The actual manufacturing company for them sent a rep to a local AAP BBQ event and I talked to him and he is very aware and they supposedly changed the manufacturing process to address this issue but recently I did a brake job and had the same issue then installed Akebono and all was well. I am considering switching to the Wagner TQ which they stock as well. They give me an across the board pricing on the Platinum pads of $34.99 on most vehicles. Has anybody got a good pricing structure on the Wagners?
AAP gives a 3 month parts and labor warranty on pretty much everything they sell. The labor is reimbursed on my parts account at 1/2 my shop labor rate times the book time. The problem is I still have to write up an invoice showing that I replaced the part and didn't charge the customer, and spend time calling their hotline and explain what happened, then fax or scan and email the original invoice, warranty invoice, original parts invoice with the claim numbers and I still have to call and check in to make sure the claims have been processed and paid out. This takes time and is not very encouraging. Otherwise the parts themselves have the standard warranties, 2 year, 3 year, lifetime, etc. though this still requires me to redo the repair that should have been successful the first time.
I am the owner and mechanic and I waste so much time in the office dealing with parts, Calling manufacturers tech support lines, taking measurements, sending pictures of parts problems. Then if I cannot get it resolved having to research another part. The Dorman timing covers were terrible. the metal was porous and i sent them a screenshot of their website talking about "High quality plastic or metal construction resists warping, cracking and porousness". I am surprised that these companies don't look at the reviews of their own products and correct the issues. I do need another technician so I don't have to wear so many hats but in the meantime how do you folks deal with these types of issues.
The other issue is because I am not a high volume purchaser, although it is getting better as I grow, I have to purchase the majority of my parts from AAP to keep myself on a reasonable tier level. If I spread my purchases around then I can fall off the tier level in a short time. I like AAP and they have a warehouse near me and have a vast inventory available locally as opposed to other suppliers. Most of the stuff I get is name brand stuff to avoid junk parts. I like Moog, National, Motorcraft, Delco, Etc so its not like I am trying to be cheap on everything, I just seem to get burned a lot. When the commercial reps come by, it is usually to check up on business and try to sell me something or a service or a package deal, however when I show them the issues I am having, they really don't or cannot do anything other than listen and tell me about their "quality parts". I ask for the numbers to the engineering departments to try and at least get some of these issues resolved and I cannot get through.
How do ya'll deal with these situations?
By Joe Marconi
We all have our favorite customers. You know who there are. They’re the ones that throw their keys on the service counter in the morning and say, “Do what you need to do and I’ll see you at 5 p.m.” They never question your price, they trust you and they keep coming back. But does that person define your true profile customer? The answer is probably yes. But it’s not the only criteria. It’s a little more complicated than that.
Defining your true profile customer starts with you. It starts with who you are, why you are in business and the culture of your company. By the way, determining your true profile customer has nothing to do with excluding certain people due to their income level. The young 23-year-old college graduate who sets aside part of her paycheck to shop at Whole Foods does so because she believes in the company and for what they stand. It’s not about what she “supposedly” can or cannot afford. She is Whole Foods’ profile customer because she aligns herself with that brand. And Whole Foods welcomes her with open arms.
Many of my profile customers endured tough economic times during the Great Recession of 2008. They lost their ability to pay for some of the things they previously could afford. What they didn’t lose was their loyalty to my company. So, what did we do? We helped them through that difficult time. We helped them manage their car care needs better, offering services that would save on fuel, reduce repair costs, and reduce breakdowns. We showed them how to squeeze every mile out of their tires and brakes. We took care of them and we still do to this day. We consider them family and we don’t turn our backs on family. One thing we didn’t do, and will never do, is compromise on price to get a job. That would not be fair to all my customers, my employees or the company.
With regard to pricing your services and repairs, it’s a delicate balance between being profitable and competitive. But I don’t know of any shop that prefers a customer walk away or sends someone to another shop because he or she cannot afford a particular price. A smart service advisor will give options, prioritize the work needed, and offer finance options.
If you’re a startup company, your doors are wide open to everyone. You need customers and car counts, and you need them right away. But as your business matures, you begin to realize that not everyone is your customer. And there’s nothing wrong with this realization. As you build your customer base, you begin to see that there are customers that respect the work you do, align themselves with your culture and appreciate what you do for them and for the community. They become your profile customers.
Let’s say you sponsor a youth baseball team in your area, help out at community events and involved with local fundraisers. You will become known as the business person that cares about the community and children. That’s making your business stand out among the rest. As you define who you are, you also attract those that want to do business with you and support your brand.
While I do recommend treating everyone the same, I don’t recommend trying to be everything to everyone. That’s not a sound marketing strategy—that’s a recipe for failure. Defining your customer and targeting your market does not isolate consumers. It actually increases market share. Here’s an important fact: In your geographical area, automotive shops basically do the same thing; they repair and service automobiles. So, how is a consumer going to choose you over another? You need to stand out. You need to be different. You need to build a brand culture and establish a marketing position that will make people take notice. By the way, every successful company, large and small, understands its true profile customer and creates a marketing plan on attracting them.
One last thing: When you build a business around your culture, you put the focus on your brand and the value you provide. This strategy is one of your pathways to success. When you combine value with culture, you will have an enduring and profitable company.
If you want to build a great company, ask yourself these questions: Why are you in business? What’s your life’s purpose? Your culture? Build a marketing strategy and a brand message around the answers to these questions. Not all people will take notice, but your profile customers will.
This story was originally published by Joe Marconi in Ratchet+Wrench on August 3, 2018
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