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By Joe Marconi
The True Cost of Comebacks
Comebacks are a hot topic today, particularly with the frustration over poor quality parts. You need to track all comebacks, determine the reason (Tech error, part error, training issue, other) and then calculate the true cost of the comeback.
Here are a few things to consider:
- The loss of time when performing the comeback; time that the tech can performing other work and generating profit
- The misc costs, such as overhead costs, supplies, cleaners, etc
- Towing costs, rental, etc
- Cost to morale
- Reputation damage
- Reduction to your profit margin
For every part issue, you need to inform your supplier, whether it's NAPA, CARQUEST, Advance Auto, O'Reilly's, or any other. Sit down with suppliers on a regular basis. Dont return defective parts until you have listed the parts and maintain a report. Document everything.
Part issues are increasing. Every shop owner I speak to is frustrated over this.
Remember, comebacks kill your bottom line, the more comebacks you have, the more its killing your profits.
By Gary A
A woman ran over an innerspring mattress on the highway,
And decided not to worry -- and kept on driving.
It caught on the undercarriage of her Ford.
The ensuing jumble finally whipped around enough
To tear a hole in the fuel tank.
The subsequent lack of fuel is what finally
Brought her vehicle to its knees.
She had managed to drive 30 miles,
With a 60 pound tangle of stuff wrapped around her drive shaft.
She had it towed to her Ford dealership, and complained
That the vehicle had a 'sort of a noise'
When she was driving at high speeds.
Below are the photos of what they
Found at her Ford Dealership....................
The last photo is by far the best.
"Sort of a noise" -- I'll bet it did!
They Still Can't Believe Their Eyes.
And Still Wondering How To Remove It!
IM guessing she wanted goodwill as well…J
And the best
By Joe Marconi
About a month ago a 2004 Dodge Van came to us with an intermittent stalling problem and hard start. There was also a message on the dash, “NO BUSS”. The Diagnosis, after lengthy testing; failed PCM.
We ordered a new computer, which could only be purchased from the local Chrysler dealership. We installed the computer (a reman by the way) entered the vin ID and the van started right up, no problem. After a minute the engine began to run really rich, as if the engine was dumping too much fuel.
I want to keep this story short, because we went nuts on this Van. After 4 hours on this Van, my lead tech and foreman asked me to help. They updated me on what they did and all the tests they performed. I suggested going back to basics and start from the beginning again. Well, after an entire day of working on this Van, I concluded; “We have a bad PCM”. I know this is rare, but I was confident.
We called the dealer parts manager, he said “Ok, I will order another one”. Two days later we installed the new PCM and the Van ran fine, no issues, and is still running fine now.
I asked the dealer if he would help us on this, maybe check to see if we can get a little labor back or a credit in good will. The parts manager said he would find out. The other day, the parts manager told me he could do nothing and is charging me for both PCMs and there is no way the dealer was going to pay labor.
We all know that the new car dealer is not my first choice, but I have been buying from this particular dealer for the past 32 years. After many discussions, they flat our refused to help in any way.
This is not over, and I am not sure what I going to do. One thing I do know, I will NEVER buy another part from this dealer again!
By Elite Worldwide Inc.
By Doris Barnes
In a world where service advisors don’t want to be considered salespeople, we need to search our souls. Why is it that “selling” has become a dirty word? Why is it that we cringe at the term “sales?” It’s simple! Most service advisors do what they do each day because they care about people. To become a “salesperson”, in their mind, means to become pushy and overbearing. To most, it means that their interest must shift to one thing and one thing only… The customer’s Visa card! So, what’s the best way to overcome this misperception? First and foremost, we need to get something clear: Selling is helping people through a difficult decision making process.
Let’s face it: Many of our customers are poor decision makers. How many times do customers come into your shop, only for you to discover that they’ve been neglecting their vehicles? In many cases, this is because a service advisor has never helped them truly understand the value of vehicle maintenance. These customers who have a pattern of making poor decisions are the ones who need our help the most! True salesmanship is always going to put the customer’s best interest ahead of everything else. If selling starts violating ethics, in my mind, it is no longer selling; it’s stealing.
Over the years as an advisor, I discovered that in most cases, a customer’s decline in vehicle maintenance happens slowly. This gradual decline can be primarily attributed to the failures of the advisors. Rather than genuinely caring about what’s in their customers’ best interest, service advisors are acquiescing to their customers with the attitude that, “It’s the customer’s money, it’s the customer’s safety, and he can do whatever he wants”. This is the easy way out; the path of least resistance! We need to ask ourselves…is this right? What if this customer was your grandmother or your daughter? Would you just roll over and accept that they made the wrong decision? Of course not!
So, where do we go from here? Well…service advisors need to become true salespeople. In large, sales skills come into play once you really grasp how people behave and react in a buying environment. When we sell auto repair, we have to keep in mind that we’re selling something that isn’t pleasurable for people to buy! Many times, we’re also selling an intangible. Talk about tough! We need to learn how to sell in a way that helps our customers see the true value of each service, because in order for the customer to authorize the service, the perceived value of that service needs to exceed the value of the money the customer will have to spend.
We always need to ask ourselves, “How will the customer win by saying, ‘yes’?” This is, after all, what your customers care about most, in that they will always be thinking, “How do I benefit?”
If we, as salespeople, can master selling benefits instead of parts and labor, then we’re one step ahead of the crowd. Let’s work together to help our customers, because they need us! After all, we are the experts… right?
This article was contributed by Doris Barnes of Elite, a former industry-leading service advisor who currently heads up the Elite Masters Service Advisor Training Course.
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By Joe Marconi
Below is a link to a true story about a shop owner who is retiring after 28 years, working 7 days a week. He is 64 years old. Read it and let me know what you think...
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Yes, I was shocked - and you will be too! The most current report from AAA reveals critical information that YOU need to know.
Hope this helps!
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