By Framingham Auto Service
I had very high hopes for the beginning of 2017, taking in consideration that we finished the year very strong, and had a very good January.
But it seems that the ground had open it and swallowed all the business......
How about you guys, how are you doing?
By Joe Marconi
Has any signed up or know of this product? "Truvideo"
BG has partnered with a company called Truvideo. The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video. The customer can see on video things like worn brakes, worn tires, a leaking hose, etc.
I think that this has its place in the multipoint process. Below is a link for more information.
Has this ever happened to any of you?
We recently went out of our way to accommodate a customers' vehicle repair request. Though the customer was argumentative about pricing, hours charged, parts used etc, they ultimately agreed to the repairs. About an hour or so later, we receive notifications of several 0 or 1 star reviews on many social websites including Yelp, Google, Yahoo, Facebook....... you name it they had an account or made a new account to put their side of the story out there.
How would you handle this? Do you feel obligated to complete the said repair?
Thanks in advance for your thoughts and opinions.
Most websites and website designers these days follow the guideline of 160 characters when writing website page meta descriptions. When they are longer, Google just truncates them to 160...well until December 2017 when Google decided to accept that number to be around 300 with some recommending to make it 320. If your web designer wrote your website page descriptions shorter, you aren't taking advantage of the description tag to better your SEO and possibly your click-through rate. It's time to look at your website pages to be sure.
Feel free to join and post in my group and we'll take a peak for you.
Good read: https://www.compose.agency/insights/meta-description-length-2018
Article: Joe Friday Diagnostics - AGE check--remember Dragnet with Sgt. Joe Friday? Here's my version of the Sarge diagnosing a carBy Gonzo
Joe Friday Diagnostics "How would Sgt. Friday explain auto repair and diagnostics… que the music: " The story you’re about to read is true; the names have been changed to protect the innocent. Monday morning, it was cold that day. I was working day shift out of the repair division. There’s a suspicious vehicle at the front of the shop. A customer walks in the door. I’ll take it from here. I’m a mechanic, the name’s Friday. It was a 2003 Ford, 5.4 liter, fully loaded and sounded like it was running rough. The lady came to the counter. “Good Morning ma’am, what can I do for you,” I said to the complaintant. “Yes, I’m here about my car,” she answered. “There’s a problem with the car, I see. What can you tell me about it?” I asked, in my usual non-threatening, but confident monotone voice. “I was on my way to deliver my recyclables to the east side collection area, because I’m a concerned citizen you know, when my car started to make a coughing and clattering sound. I thought I would bring it in to have it checked out,” the owner answered. “Coughing and clattering, hmm, not a problem. I’ll get it investigated, I can interrogate the pursuant this morning, especially for a concerned citizen such as yourself,” I answered while maintaining my professionalism. “Well, do you need any other information from me?” she asked. “Just the facts ma’am, just the facts,” I said. “The check engine light came on,” she reported. “This could be of some help. Sounds like a possible 0300 (engine misfire). But I’ll check it out first, I’ll need to finish my investigation in order to give you any proper results,” I said to her, while my pen was busy jotting down the facts onto the always present handy notepad. She left the car with me for further interrogations. Using the scanner made the results easy to locate. It wasn’t long before I got an answer. It was a P0302 in progress… misfire on no#2 cylinder… normally an open and shut case. 09:30 Am, working on the assumption that the perpetrator was somewhere near the 2nd cylinder; I went in for further investigations. I checked the usual suspects. Pulling the plug didn’t yield any new clues. The plug was good and answered all the standard questions. The coil was a more likely suspect; a simple test could answer the problem. I’ll set up a little sting operation by using a decoy. Taking the nearest coil and replacing it with the suspected faulty coil, and put the known good coil on the other plug. I was hoping to see the miss move to the other cylinder. It didn’t. In fact it was gone. 10:05 Am, Now the challenge was on. I’ll have to go back over my facts and check the crime scene again. There’s something I must have overlooked that might be the key to this investigation. Two things come up as good possibles; the connection or terminals at the coil, or the spark plug boot attached to the coil. The plug boot had a good alibi… it had just been changed, in fact so was the spark plug. That left the coil connection. A more in-depth interrogation of the connector is needed. My years of technical diagnostics work told me to look closer at the wire and the connector. The guilty party in this case appears to be one of the wires at the connector. It was barely hanging onto the housing. Only the plastic sheath was still connected, and the wire itself was not answering to any of the standard questioning or interrogative tactics. Under the intense glow of the high powered shop light the investigation continued. Resorting to some strong arm tactics I pulled on the wire while using a few choice investigative words, the plastic sheathing kept getting longer and longer. Soon, it snapped under the pressure to expose the desperado for the perpetrator it really was. 11:45 Am, The repair was completed, and tested to verify the repairs were effective. The car in question was back with its rightful owner by the end of the day. I now can close the file on this one, another job well done. In conclusion: With the P0302 in question deleted from the computer history, the coil connector was then convicted of failure to cooperate. With her car back on the road she could once again be a productive concerned citizen of this great metropolis. Case closed and now, back to the front desk waiting for that next problem to come through the door. This city is full of broken, non-maintained, and poorly running cars. As a concerned citizen I’ll be on the lookout for these suspicious misfires and other infractions of the auto world. There are thousands of men and women in this city, who know that being an auto tech is an thankless, grease covered job that's done everyday without any fan fare. Then again, I'm part of that glamourless, grease covered world... my names Friday, I'm a mechanic.
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By [email protected]
OK. Not to start another parts markup thread but I would like to look at this from another angle. What percentages do you aim when marking up parts when you look at the part categories?
Just an example below:
Maintenance, etc ,etc
The reason I ask is because even a standard parts pricing matrix can blow certain items out of reasonable sale price. I am aware that less expensive items can net larger profits, which also makes up for more expensive items but I am trying to see a base line of what parts markup looks like with these categories.
There are quite a few threads about pricing but I think it might be better to shift that discussion to value. How do you add value for your customers? For example, we have a very clean waiting room with coffee, wifi, nice music etc... We also, answer the phone in the happiest way possible, we use tablets for inspections, we vacuum the front footwells for all oil changes, we have demo parts to help educate customers and we have a 3yr 36k warranty. Recently I've been trying to dream up ways to add even more value so I can compete hard on what I deliver. For example, I just added a 20 year master tech, I thought I could vacuum every car and leave a thank you note on the dash.
What are you doing to add value? What additional value are you adding that I'm not doing? I would love to borrow some ideas if you are willing to share.