Quantcast
Jump to content









Let's Make A Deal! For some, car repair is all about cutting a deal...NOT...quality of the workmanship


Gonzo

Recommended Posts

LET’S MAKE A DEAL
 
        You know everyone wants a deal, something 
cheaper, something “thrown in” to sweeten the pot.  
Money (as always) is always the driving force,
and I don’t think that will ever change.  A deal is
 a deal, but if you can’t make a deal… well, then,
 deal with it. 
 
        One bright morning, a mid-90’s Subaru showed 
up at the shop on the back of a wrecker. It’s one 
of my regular customer’s young teenager’s car. 
 The phone rang, it was the dad,  Oh, and did he have a story
 to tell… a real whopper of a story.   
 
        “My son told me he was driving along when the car bumped the curb and flattened two tires.  I haven’t seen the car, but my son said there wasn’t any real damage. So, I don’t think it should take you very long to get it back on the road.  Do what you can, and call me with the estimate.”
 
        I only saw the driver’s side of the car when the tow truck pulled up.  The tow driver came in and tells me, “Wherever you put this, you won’t be able to move it again.  You’ll have to drag it or put it on “dollies”, it’s pretty messed up.  If I were you, I’d stick it directly on the lift.”
 
       Ok, ya got me, no real damage aye?  But, the tow driver tells me differently… now I’ve got to go look for myself.
 
       No real damage?  Hmmm, let’s see…the whole passenger side of the car looks like someone tried to peel the sheet metal off with a can opener.  Underneath the car was even worse.  The upper and lower passenger side control arms are bent. The wheel, spindle, and tire are sitting on the oil pan area.  The sway bar looks like a pretzel, both rims on the passenger side are beyond reuse, the tires are torn apart and shards of rubber are peeling off of the steel belts, and the transmission has been ripped off its mounts.   
 
       Yea, you’re right……he just bumped the curb……..yea sure he did.  Looks more like he rode the edge of the curb like a bucking bronco for a long-long way.  My guess is somebody was trying to drift around corners or slide it sideways with the emergency brake on, and probably took out every bus stop, park bench, and light pole for a block or two.  
 
       Ok, the tow driver gets a “thumbs up” on this one; let’s put it on the lift. 
 
        I told the customer what I had found and the estimate for the repair, and as always I let him know about any “hidden” problems that might be lurking under all this stuff.  He was not a shocked as I thought he would be even after I gave him the price for all the work that needed done, but definitely concerned.  He kept hinting around as to what I thought might have caused the problem.  
 
        From the conversation on the phone he was hoping I would say something like… mechanical failure, slick road conditions, defective part, or something like that.  The farthest thing in his mind was that the kid might be the problem.  I told him what I thought had happened, he didn’t want to believe it, but he was going to check into to it.  In the mean time, order the parts and start getting it ready to get back on the road.
 
        Several days later all the parts showed up, and I could get a better idea of the damage with parts that weren’t bent like a pretzel. It wasn’t long before I found a few more flaws in the little “Scooby-do”, nothing major but the kind of thing that should be replaced.  The extra parts were just a few brackets that were bent, but I knew dad’s pocket book was getting tight.  His main concern now was how much I was willing to chew off the original bill to help him out, and to my surprise he confirmed my suspicions as to what caused the accident. 
 
       Oh yea, the kid was trying to drift the Subaru. (DAH! Now how do ya drift a front wheel drive car… ah, slide with the e-brake???)
 
        Now I can do a lot of things, and lower repair costs in order to save the customer money is one of them.   Money, or not, I think there is a lesson to be learned here.  I thought it was appropriate to make a small request to good old dad.  If he wanted a cut on the price of the job, then let’s make a deal. 
 “You bring the little ridge runner to the shop dressed for work. He can earn his keep and save you a few bucks in the process.   Maybe even take a different approach to driving in the future,” I told the dad.
 
tp.gif My customer was a little taken back by my deal to save him some money, but it sounded like a good idea. Now his only job was to get the lad down to the shop ready to fulfill his part of the bargain.  
Work stopped until I heard back from him. In the mean time, the car is stuck on the lift with no wheels and only half a suspension.  With a service bay tied up, it’s starting to cost me money.  2 days go by, then 4 more, another week and still no answer. 
 
       Finally on a Monday morning when I reached the point where I wasn’t going to wait any longer… the dad calls, “Just fix it, and call me when it’s ready.  My son doesn’t want to do it, and I’m not having much luck in getting him to your shop to help at all.  So I guess I’ll have to deal with the cost of the repair instead.”
 
tp.gifA little different deal than I expected.  Well, a deal is a deal.  I’ll handle my end of the bargain, and old dad has decided on how to handle his.    There’s an old saying that comes to mind, it goes like this;    “If you want to save a dollar … do the job yourself, but if you have to pay someone else to do it… don’t ask for cheap work, unless you’re willing to share the cost in some way.”  
 
tp.gifAfter another day of getting everything back into place the car was ready for the road again. Sure there are few battle scars still showing, but mechanically the car is in great shape.  
 
       That only leaves one more deal that’s not quite finished.  
 
        …  … the father needs to deal with the son. . . . 

View full article

  • Like 1
Link to comment
Share on other sites


Grammarly Writing Support


The #1 Writing Tool


Grammarly Writing Support

seems like a daily thing now a days... I had one leave a car hanging on the lift after two days called them asked if they had decided what they were going to do , of course they needed more time so I told them they had till noon tomorrow if I had no answer I would get a tow truck to get it off my lift and I would have it dumped in their driveway . ( of course I wouldn't do that since I wanted the money for the work already done)  With in two minutes of me telling them that I had the approval for the job to be completed LOL.  

  • Like 1
Link to comment
Share on other sites

  • Have you checked out Joe's Latest Blog?

         2 comments
      My son is not in the automotive industry. He is in the commercial real estate business. However, the workplace problems are the same. Recently, his frustration with the heads of the company reached an all-time high. When I asked him why he doesn’t speak up and let the leadership know how he is feeling, he responded, “Anyone who has voiced concerns or issues has been viewed as weak and incapable of doing their job. I don’t want to be viewed like that.” This is an example of a toxic work environment.
      If you are a shop owner, you are a leader. And leaders must be approachable. That means that you are willing to hear the concerns of others and have them express themselves. It also means that while you may not agree with someone’s perspective on an issue, it is their perspective, and that viewpoint needs to be recognized and respected.
      Make it known that you want to hear the opinions of others. Literally, ask for input from others. And thank those that speak up. Now, I am not saying that you need to act on every concern or opinion. That would not be realistic. But just listening may be enough. And you never know, someone in your company may have an idea that you never thought about and even improve your business.
  • Similar Topics

    • By DUFRESNES

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By DUFRESNES

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Our panel discusses the topic of language and terminology changes in the automotive aftermarket service industry. It's important to use clear and professional language with employees and customers, as well as the significance of honesty and trust in communication. They also touch on the distinction between "technician" and "mechanic" and the need for ongoing training and teamwork. We hope that our discussion will inspire you to reflect on your own communication practices and make necessary improvements.
      Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Autoflow. Chris’s previous episodes HERE
      Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE Show Notes:
      Industry Terminology: It’s Time to Change it. Can You Get Behind This? [RR 571] The mindset shift (00:02:07) Discussion on the importance of mindset in implementing changes and improvements in the automotive business. Rock star or not? (00:03:38) Exploration of the language used to describe employees, specifically the term "rock star" and its potential negative connotations. Customers or clients? (00:06:06) The significance of referring to customers as clients and the impact it has on the professionalism and relationship-building within the business. The value of language in communication (00:07:54) Discussion on the importance of language in communication with clients and staff, and the use of terms like service writer, service advisor, and service consultant. The shift from mechanic to technician (00:11:08) Exploration of the evolving role of automotive professionals from mechanics to technicians due to advancements in technology and the need for specialized skills. Developing teamwork and efficiency (00:16:09) The benefits of pairing young technicians with experienced ones to boost efficiency and create a sense of teamwork in the shop. Using inclusive language and emphasizing teamwork (00:17:16) They talk about the importance of using inclusive language like "team members" instead of "employees" and how it fosters a sense of unity and common goals. Being mindful of communication and emotions (00:19:47) The conversation shifts to the significance of being aware of one's emotions and communication style, especially when dealing with employees, and the impact it has on team dynamics and employee retention. The importance of language and communication (00:23:28) Discussion about the need for patience and grace with young employees, the importance of using positive language with customers, and the impact of words on customer experience. Empathy towards customers (00:24:20) Emphasizing the importance of empathy and understanding towards customers, recognizing that they may be going through difficult situations, and the role of service teams as counselors. The power of effective communication (00:26:21) Highlighting the art of effective communication, the significance of practicing communication skills, and the introduction of Remarkable Results Toastmasters group for leaders in the automotive aftermarket. Creating an Identity (00:31:16) Discussion on turning actions into identities and empowering employees to take action. Affirmations and Positive Thinking (00:32:05) The importance of affirming ourselves and using positive language to combat negative thoughts. Standardizing Terminology (00:36:39) The need to standardize industry terminology and eliminate confusing acronyms when communicating with customers. The invoice vs. work order discussion (00:38:25) The hosts discuss the terminology used in the automotive industry, specifically the difference between using the terms "invoice" and "work order" when interacting with customers. Understanding AI and big data models (00:40:09) The topic of artificial intelligence (AI) and the role of big data models in shaping AI responses and interpretations. The importance of effective communication (00:44:21) The significance of effective communication within teams and with clients, highlighting the impact of words on professionalism and everyday interactions. Thanks to our Partners Shop-Ware and Delphi Technologies
      Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/
      Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com
      Connect with the Podcast
      -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
      -The Aftermarket Radio Network: https://aftermarketradionetwork.com
      -Special episode collections: https://remarkableresults.biz/collections
           


      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Matt Fonslow, Pedro de la Torre, and Justin Morgan discuss the challenges and frustrations of working in the automotive industry. They talk about the difficulties of diagnosing and fixing cars, the pressure to perform, and the industry's changing landscape with new technologies and complex vehicles. They also touch on the importance of staying positive, time management, training, and skill development, dealing with module failures, and the impact of mental health on their work. The conversation revolves around the struggles and frustrations of working in the automotive industry and the need for support and collaboration within the industry.
      Thanks to our Partner, NAPA Autotech napaautotech.com
      Email Matt: [email protected]
      Diagnosing the Aftermarket A - Z YouTube Channel HERE
      Aftermarket Radio Network: https://aftermarketradionetwork.com/
       
      Click to go to the Podcast on Remarkable Results Radio
    • Fast Free Shipping on All Orders Over $50
    • By Changing The Industry
      Gaining Business Acumen - What You Need to Know to Succeed


  • Our Sponsors


Incfile.com


Incfile.com


Incfile.com

×
×
  • Create New...