Quantcast
Jump to content


Recommended Posts



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

    • Workshop for service writer training?

      Anyone know or recommend a company that offers a 3-5 day workshop to train a service writer/manager to learn how to SELL and manage tech workflow? Not looking for a consulting firm wanting thousands of dollars. We have an awesome personable approachable person who was one of our techs and wants to move up front but needs help. Thanks so much for your input

      By babyhydro, in Workflow Management

      • 14 replies
      • 1,374 views
    • Service writer mindset, savvy customers pushing psychological buttons.

      I was at one of the shops last week, where I noticed a customer come in and start telling the service writer how her car is giving her problems since we last serviced it.   This is a new service writer and the senior guy was out on a dental appointment. The customer kept telling him how unhappy she was, and how she was not going to pay for all the shoddy work.   My guy was taken aback, and somewhat stumped, but the shop manager knows his customers well. He stepped in and greeted the customer, acknowledged her complaint and put her at easy. He looked up the service history and found all the notes about this particular customer. The last thing that was done to the car was rear brakes, but now she came in complaining about her steering.   When the car was inspected, road impact damage was found to the front suspension (lower control arm, strut, etc.). When she was asked if she hit something, she replied that she didn't know, and no one else drives the car.   Anyhow, we gave her an estimate, without batting a eye lash, she said, "oh, no. That's too much money." The manager stayed silent for a minute watching her, then, said "Okay then, you have our estimate, let me know when you are ready to proceed." She argued that it wasn't her fault, that it wasn't the front end problem, that it had something to do with the rear brakes, etc. The manager listened to her attentively, then again, said to her "I hear you. You have our estimate, let me know if you want to fix it or want to take it as it is". She called her husband, then passed the phone to the manager. I hear the manager repeat the estimate amount, and an approximate time when the car would be ready. The manager got the ok to proceed from the husband.   A friend of the woman had arrived by the time the manager was talking on the phone with the husband, as the call ended, the manager gives her phone back to her. She acknowledges the estimate and walks out with her friend.   I took a look at her account, they are a very long time customer. When I asked the manager about the account, he said they are weird customers but very loyal. The new service write said that he was glad the manager was there because he really would not have known how to deal with the "lady".   The point? Customers are out there that are difficult and you can't take it personally, they are just savvy people that know how to take every opportunity to their advantage.

      By HarrytheCarGeek, in General Automotive Discussion

        
      • 9 replies
      • 691 views
    • Service Writer pay for independent garage

      We are hiring for a service writer and was wondering what pay plans are working and easy to maintain. I am currently with the ATI program and they are giving me a run around on this. We currently do 15,500 weekly. Was wondering what they should make on this and how to figure it out. I don't feel salary is good nor hourly. Just want to make it worth it for the writer and not break my pocket. Let me know if you guys have any suggestions. Thanks.

      By Andygales, in Auto Repair Shop Management Help? Post Here!

      • 12 replies
      • 1,962 views
    • Service Writer Online Training

      Does anyone know of any online training programs for Service Writers that are really good? Looking for sales training and just continuing education for my service writer.   Thank you

      By Bspencer4, in Auto Repair Shop Management Help? Post Here!

      • 3 replies
      • 559 views
  • AutoShopOwner Sponsors



×