Quantcast
Jump to content


Dealerships going mobile


JimO

Recommended Posts

Last week a sales rep from a local Mercedes parts department stopped in to see me. He has been to my location several times in the past, always polite and professional. He handed me a paper with several topics highlighted such as extended parts dept. business hours during the week, Saturday hours, on-line ordering and mobile diagnostics. He provided additional information about each topic but the item that concerned me was mobile diagnostics. He explained that today’s vehicles are so complex that in many cases they require proprietary OEM equipment, information and training to efficiently repair them which they can provide, for a fee, at my location. He went on to tell me that they are equipping two vehicles, one vehicle for diagnostics and the other vehicle equipped with a compressor, tire machine and balancer. Whoa.... now he lost me, we need assistance replacing tires? Seems to me this mobile task force is NOT our friend but instead our foe, a wolf in sheep’s clothing. They are gearing up to provide mobile repairs in my area at my customers homes and work places, not good. I expressed my concern and he quickly informed me that everyone else that he had presented this concept to were very pleased to be able to receive assistance (for a fee) when needed and did not look at this as competition. This dealership is owned by Lithia, one of the top ten largest dealers in America. I doubt if we, the local independent repair community, could keep two mobile repair vehicles busy enough to warrant their existence. Fine, they are willing to “help” me (for a fee) with problem jobs at my location but I feel they are clearly after my customers. What are your thoughts? Are there any dealers in your area also offering this same service? 

Link to comment
Share on other sites

Well.... I’m actually in the process of creating a mobile division for my shop. I’m only in the planning stages, but I hope to launch a beta project by end of year. I figure one tech, one truck to start. It will complement my bay business. I look at it this way, convenience is becoming the norm for people and working on their car at their location is about as convenient as you can get. I can’t build anymore bays and my location is the best in town so I’m not moving. Bottom line, if I want to keep growing and I can’t bring anymore to me with my bays and lot size then I‘m going to go to them. If anyone else has tried this I’d like to hear from them

Link to comment
Share on other sites

I get the issue of the dealer looking for that "fee" from shops. But I think what's being overlooked is what they're doing with their customers. 

Like, the lesson is ,"do be worried about what I'm doing... LOOK at what I'm doing... AND DO THAT!"

If you're not reaching your customers on their phones.. somebody else will... but YOU may not like what they do to your business! 

 

Hope this helps!

Matthew
"The Car Count FIxer"

P.S.: Can you text your customers? And actually put car count in your shop? 

Join me on YouTube at Car Count Hackers! FREE Help to grow your Car Count, Income and Profit! 

Link to comment
Share on other sites

How do you think they are after your customer? Getting info from the VIN and contacting them? Highly unethical, almost stealing. I'd be surprised. too easy to verify, which would be bad publicity.

A "fee" seems fair, depending on how much. Is it a shop rate, where you can mark it up?

Could it be simply added income for them?

And what if the diagnosis doesn't fix the problem?

I'm presuming their diagnosis software is much better than ours -- read more expensive, Probably prohibitively more expensive than ours, depending on how many brands you work on.

 

Link to comment
Share on other sites

8 hours ago, newport5 said:

How do you think they are after your customer? Getting info from the VIN and contacting them? Highly unethical, almost stealing. I'd be surprised. too easy to verify, which would be bad publicity.

A "fee" seems fair, depending on how much. Is it a shop rate, where you can mark it up?

Could it be simply added income for them?

And what if the diagnosis doesn't fix the problem?

I'm presuming their diagnosis software is much better than ours -- read more expensive, Probably prohibitively more expensive than ours, depending on how many brands you work on.

I am not insinuating that the dealer is stealing my customer by responding to a request for help (for a fee) from me and working on that vehicle and acquiring contact information. What I am saying is that the dealer is no longer content with the vehicles that customers drive to them for repairs. They realize that offering waiting areas with tiled floors, chandeliers, coffee machines and pastries is nice but quite a few prospective customers want more, they want convenience. Unlike years ago today’s dealers are now mostly located on the highway which in most cases is inconvenient. We, the independent local repair shop fulfill the customers needs when it comes to convenience... until now. I think that the dealer is after that segment, that piece of the pie, that potential customer that doesn’t give a rat’s ass about tiled floors or pastries and just wants convenience. Is the dealer offering assistance to me, at my location (for a fee) if requested? Yes, but is that the main reason that they equipped two vehicles with diagnostic equipment, information links, tire machine, balancer, compressor and staff both vehicles with two mobile techs? Either they took nice pills and feel sorry for me and want to help me -or- they are going after an untapped customer base which just so happens to be a good portion of MY customer base. It is for that reason that I think they are after my customers. 

Link to comment
Share on other sites

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
  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
  • Similar Topics

    • By Changing The Industry
      Local Elections Matter The Most #podcast #automotivebusiness #carrepair #autorepairbusiness
    • By Changing The Industry
      The Basics of Owning An Auto Repair Shop - Advocacy Over Sales in Auto Repair
    • By carmcapriotto
      Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Dan Molloy shares insights from his new book, 'The Language of Commitment: Will Speaking the Language of Commitment Make You Richer, Smarter, and Better Looking?' and his unique approach to business growth through focusing on commitment-driven communication rather than mere information exchange. Dan Molloy, Molloy Business Development Group Show Notes
      'The Language of Commitment: Will Speaking the Language of Commitment Make You Richer, Smarter, and Better Looking?' Dan Molloy's transition to the automotive repair business (00:03:01) Dan Molloy shares the story of how he transitioned from the telecommunications industry. Obtaining funding for the automotive business (00:04:23) Dan explains how he obtained funding for the automotive repair business and the real estate involved in the deal. The impact of language and communication (00:08:02) The profound impact of language and communication on commerce and personal results. The six possible moves in communication (00:09:17) The concept of six possible moves in communication and how it transformed his perspective on life. The evolution of personal growth (00:11:12) Personal growth and reinvention in different decades of life. The concept of the future and commitment (00:13:29) The concept of the future, the significance of living in the present, and the distinction between goals and commitments. Leadership, commitment, and invention (00:15:44) The importance of commitment in leadership, business, and sales, and the role of inventing the future. The start of the segment (00:16:29) The communication business and hidden metrics in the auto repair industry. Moving the numbers (00:18:04) Discussion on how to steer business numbers and the importance of language in doing so. Communication as the only tool (00:18:16) The significance of language in communication, teaching, training, and customer interactions. Communication standards (00:18:45) The absence of effective communication standards and its impact on business. The importance of analyzing language (00:22:06) The significance of analyzing language in business.   Building trust and credibility (00:24:31) The importance of building trust, credibility, and relationships through language. The act of declaring (00:25:52) The significance of making declarations and how they invent the future in business conversations. Commitment making rate (00:28:17) The concept of commitment making rate and its importance in effective communication. AI and Human Analysis in Conversations (00:38:13) Explanation of using AI and human analysis to assess conversations and the importance of speech acts in communication. Success Story: Commitment-Based Operation (00:39:50) An example of a business's transformation from information-based to commitment-based operation and its impact on success and growth. Customer Relationship and Commitment (00:41:37) Discussion of the importance of relationship-building and commitment in customer interactions and problem-solving. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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
      Auto Parts Quality and Supply Chain Complexities [THA 379]" width="200" data-embed-src="https://www.youtube-nocookie.com/embed/VcoT113y2MI?feature=oembed"> Thanks to our Partner, NAPA TRACS and AutoFix Auto Shop Coaching Industry leaders John Hanighen, CEO of Cloyes, Matt Buchholz, CEO of Motorrad, and Andy Fiffick, CEO of a 10 store franchise chain in Cleveland, dive into the current state of the supply chain within the automotive aftermarket, addressing issues of product availability, quality concerns, and the impact of unpredictable demand. Insights into data-driven forecasting, manufacturer-distributor collaboration, and the importance of communication between suppliers and auto repair shops are also explored to give a holistic view of managing challenges in the aftermarket industry. Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE John Hanighen, CEO at Cloyes Gear and Products. Listen to John's other episodes HERE Matt Buchholz, CEO MotoRad
      Supply Chain Resilience and Whiplash (00:02:41) Discussion on the unique demand contraction and subsequent supply chain adjustments due to the COVID-19 pandemic. Quality and Fill Rate Issues in the Industry (00:05:44) Reports of decreased quality and high defect rates in automotive parts, as well as challenges related to supply chain disruptions and limited delivery services. Steps to Ensure Proper Installation and Quality Control (00:09:20) Use of QR codes and training videos to ensure proper installation, labor claim reimbursement programs, and the importance of minimizing comebacks through quality control measures. Challenges in Addressing Quality Issues (00:14:29) Discussion on the complexity of the supply chain, the need for quality parts, and the challenges in identifying and addressing part failures and defects. Cataloging and Product Quality (00:15:51) Discussion on the importance of cataloging products correctly and the impact of catalog errors on product performance. Supply Chain Logistics (00:19:26) Challenges and opportunities related to cataloging systems, data accuracy, and supply chain management. Predictive Modeling and Assortments (00:28:29) The use of data for predictive modeling and assortment recommendations at the store and distribution center levels. Data Sharing and Tracking (00:30:41) The challenges and variations in tracking and sharing data across different systems and trading partners. The supply chain management challenge (00:31:38) Discussion on using cross-referencing to identify supply chain gaps and the need for distributor approval. Impact of demand fluctuations (00:32:44) The impact of erratic demand changes and consumer confidence on the automotive industry. Adapting to market changes (00:34:46) Discussion on adapting to demand changes due to weather, election cycles, and marketing strategies. Predictive analytics and supply chain adjustments (00:35:36) Exploring the use of predictive tools and data, including weather, election cycles, and global conflicts, to adjust supply templates. Challenges in supply chain disruptions (00:36:35) The ripple effect of global conflicts and shortages in rubber products affecting supply chain resilience. Industry challenges and solutions (00:37:27) Acknowledging the complexity of the industry and the need for tolerance and collaboration to address challenges. Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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 Joe Marconi

      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.



  • Our Sponsors



×
×
  • Create New...