Quantcast
Jump to content


xrac

WHY DO SOME SHOPS LIKE TO BAD MOUTH OTHER SHOPS

Recommended Posts

I received a call Monday from a customer whose son had brakes replaced at a different Car-X in November while away at college.  The car had sat for some time and when the grandfather had driven the car he thought a front brake was locking up (I think all it was was noise from the rust coat after sitting).  He proceeded to take the car to a shop near their home.  This shop looked at the brakes and told the woman a bunch of stuff about how it looked like the rotors were never machined and that it was not professional work, etc.  She called me asking me what to do? I told her that all of the work done in November would still be under warranty and that if there was any problem it would be fixed at no charge unless we ran into something new like a locked up caliper.  I proceeded to call the shop where the worked was performed and had them fax me a copy of the paperwork so I would be prepared when they came in.  Later in the morning the car came in and the woman told us that when she picked the car up the owner of the shop that had raised all the red flags told her there was no problem with her car. The brakes were fine and the person who had called her should not have told her there were any problems. 

The other shop had created a problem where there was no problem at all.  I personally looked at the brakes and it reflected what was shown on the paperwork which was new pads and rotors on the rear, new pads and machine the rotors on the front.  You could tell by the rust on the rotors that it had been sitting for a while.  This other person created a problem where there was none, upset this woman, caused me to waste the other shop's time and my own time, and in the long run he only made their shop look bad.  Often shops like to degrade other shops thinking they will get ahead.  I have always felt like we all lose when this occurs because it just make consumers more distrustful.  The good shops in our town I consider to be friendly competition. If I run into a situation where there is a problem with their workmanship and the customer is returning to their shop I try to give them a call and an explanation of what we have found to be wrong and to give them a chance to be prepared to deal with the customer. 

 

  • Like 3

Share this post


Link to post
Share on other sites


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

  • Similar Forum Topics

    • Customer's buying their own parts

      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?

      By Jonathan Ganther, in General Automotive Discussion

      • 49 replies
      • 2,974 views
    • Found This in a Tire on Monday!

      Would you believe that we removed this from a tire this week. The wrench end was inside the tire and the broke end was sticking out.

      By xrac, in General Automotive Discussion

      • 4 replies
      • 272 views
    • Article: Defining Your Ideal Customer

      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
      View full article

      By Joe Marconi, in AutoShopOwner Articles

        
      • 0 replies
      • 101 views
    • Customer Financing

      We want to start offering finance options to our customers. Can anyone recommend some companies that you use? I've heard good things about One Road Lending. GE Capital is now Synchrony and they have horrible reviews. Appreciate your help! Thanks, Pam

      By pam, in General Automotive Discussion

        
      • 17 replies
      • 1,115 views
    • Just Being Nice is not Great Customer Service

      I recently made a call to my Internet provider to discuss and issue I was having. After multiple attempts at trying to explain my problem, the customer service rep on the other end of the phone had no clue how to solve my problem.  She was nice, extremely polite, and had the voice of an angel.  She was well-trained, but not in the art of problem solving. Great customer service is not about being nice to people, it’s all about understanding the customer’s needs and coming up with solutions to their problems.  Train your service personnel in the art of proper etiquette, but also in the art of problem solving.  Empower your people to also make decisions.  Set limits, but give them the authority to solve issues without every problem reaching your desk.  

      By Joe Marconi, in Joe’s Business Tips For Shop Owners

        
      • 1 reply
      • 662 views
  • AutoShopOwner Sponsors



×