Quantcast
Jump to content

One Penny At A Time - - Grumpy customer, and sacks of pennies

Gonzo

By Gonzo
in AutoShopOwner Articles

 Share

Recommended Posts

Gonzo Grand Master

Gonzo

Posted
Posted

One Penny at a Time

         One year I thought I’d try something to drum up some new business.  I’ll try a cash discount for large jobs.  Maybe this will bring in those new customers. It sounded like a good idea at the time, but as they say, “The best laid plans of mice and men….” certainly got involved on this little adventure.

         The cash discount was going to run for a month, just to see if it was going to work.  All expectations looked promising. Jobs from a few weeks earlier had been contacted and informed of the new promotion to see if they’d like to reschedule that big job they were putting off.  Almost all of them set an appointment before the promotion deadline. Soon, the shop was bustling with new activity and jobs were getting stacked up waiting for an open service bay. Unfortunately, as usual, there’s always one sourpuss who has to ruin all the fun for everyone else.

         Mr. Gripey came to the shop for an engine swap.  He was your typical bargain hunter/never going to be a regular/always had a complaint type customer. As he put it, “I’m going to be your number 1 customer, if you can get me done on time.”  I assured Mr. Gripey that everyone is our number 1 customer here and we would do everything we could to get him done, within reason, in a timely manner.

         It was just another Ford Ranger V6 engine swap.  Nothing different from any other V6 Ranger we’ve done. That is except for Mr. Gripey, of course.  His periodic snooping and interrogating questioning of the mechanic (and his mentor) about the job was relentless.  It never fails, you get a snoopy-arrogant person barging in on the work the outcome is the same. It spells d-i-s-a-s-t-e-r every time something like this happens.  I was prepared for the inevitable and personally took on the job of double checking every part, every fastener, and every existing blemish on the vehicle just to be sure there was nothing Mr. Gripey could question once the job was completed.

         The engine slipped back in place without a hitch, and every nut and bolt was torqued down to specs.  Everything was going as planned, except for one small detail.  The promised date of delivery.  Because of the work load and the arrival of the replacement engine, we missed his scheduled time of departure from the service bay by one whole day.  This was all the fodder Mr. Gripey needed to begin his wrath of expletives and insults as to how awful we’ve made the entire experience.  Was I surprised? No, not at all. Now he wanted an even bigger discount than what the promotion had offered.  I offered my condolences and gave a bit more off the top of the cost of the job. That wasn’t good enough.  He wanted it for free now.  Of course, that’s not going to happen.  Now, he has decided to refuse to pay for the job.

         Several days passed between unanswered phone calls and messages left for Mr. Gripey to return for his vehicle.  The daily reconnoitering of the service bay when his truck was being serviced came to an end too. The mechanic and his apprentice mentor were relieved to move onto the next project.  Me, I was still stuck with the task of collecting the balance on the job. Which, is usually a rather pleasant experience filled with smiles and thank yous followed by a check, credit card, or cash.  But, not this time.

                 A week has gone by and Mr. Gripey hasn’t made an entrance yet.  Time for one more phone call, but this time with a little added incentive.  Mr. Gripey is going to be informed about storage charges for keeping his little pickup behind locked doors and that the charges would keep adding up until he showed up.  He was given a grace period until the end of the week, and if we didn’t hear from him by then… the storage charges would start from the day of this phone call.  

         It’s no surprise, Mr. Gripey managed to show up at the shop that very afternoon. “I’m here to pay my bill and get my truck out of your $&^#*!!! shop,” he said, in a very disgruntled manner.  I gave him the total and said, “That’ll be cash, sir.”  I wasn’t about to give this guy a chance to walk out with the keys with anything less than a paid in full with good ol' “American currency” and a completed repair singed off. Mr. Gripey turned around and went out to his car and returned with three large bank bags.  He tossed the bags onto the counter and said, “Here ya go.  Count it if you feel like it.”  The bags were full of good old American currency alright, all of it … … … entirely pennies.

         “I’ll take my truck now. If you don’t mind,” Mr. Gripey said.  I looked at the pile of coins starting to pour slowly out of the split open bag and looked back up at Mr. Gripey, “Uhm, sir, this is legal tender alright, but this is no way to pay your bill. But, in your case I’ll accept the payment only after it has been fully counted,” I said to him, trying to stare down his angry gaze, “So, just have a seat and I’ll get this counted and when it has been counted I’ll gladly hand the keys over to you.”  Mr. Gripey hadn’t planned his little caper out as well as he had thought. He thought I was just going to hand the keys over and I’d be stuck with several hours of counting pennies while he was long gone with a smirk on his face thinking he just pulled a fast one on a repair shop. The fact is, he wasn't getting the keys until I had every last penny was counted.   

         With some help from the crew, we sat in the front office counting each and every penny one after another. And no, I wasn’t about to give the guy the satisfaction of taking the bags to the bank and have them counted.  I wanted him to sit there waiting the hours it took to have it all hand counted.  It was by far the best bonding time I had with the crew.  As we counted we talked about jobs in the shop, what was coming up next, tools, where we wanted to be in the next few years, our families, kids, and pastimes. 

Indirectly, Mr. Gripey did us all a huge favor by allowing us all to have a few hours of time together away from the wrenches.  We kept at it until we finished and never once did we remain quiet or stop for breaks. By the time the last penny was counted we were all tired of stacking pennies. We could finally get up from our chore and get Mr. Gripey out the door with his truck and warranty paper work. His warranty has expired a long time ago and if it was no surprise, he never did come back for even an oil change.

I’ve been paid with all kinds of things over the years.  From a stack of Susan B Anthony coins to a case of beer.  But, this was the first time anyone paid for an entire job with sacks full of pennies. Just for the record, if there is a next time… I’m not counting all those pennies again.  I’ll let the bank to do it and make the guy come back the next day.  Just don’t tell Mr. Gripey that.  He still may need another lesson or two on how to act civil at a repair shop.  Even if it is one penny at a time.


View full article

Gonzo Grand Master

Gonzo

Posted
  • Author
Posted
45 minutes ago, xrac said:

What a jerk. 

Yep, at least he paid for the job. LOL.  Unlike some of the BMW/MBenz folks that call and won't spend a penny on diag. time.  NOW, those guys really waste my time.  I've got better things to do than to explain diag. fees to someone who has no intention of ever spending any cash on a car they can't afford to drive ... let alone repair.  Where's that sand and beach at!?  

  • Like 1
skm Community Regular

skm

Posted
Posted

I would of charged him additional labor time for counting the pennies time the employees involved 😂 that would of frosted his balls a bit more LOL

 

  • Like 1
  • Haha 1
 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         0 comments
      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?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      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. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      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.

  • Similar Topics



  •
    nptrb

    Mid-Year Reset: What Your Auto Shop’s Numbers Are Telling You

    By nptrb, in Automotive Management,

    0 comments 6 views
    Joe Marconi

    Every shop owner tracks gross sales. But is that really the number you should be focused on?

    By Joe Marconi, in Joe Marconi's Tips and Articles,

    0 comments 1 34 views
    Joe Marconi

    Marketing Strategies To Attract and Retain Your Ideal Customers

    By Joe Marconi, in Automotive Marketing,

    1 comment 7,923 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...