Quantcast
Jump to content

Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

The Devil on My Shoulder!


Recommended Posts

After two days of winter storms I was eager to get some work produced in the shop. It was Wednesday, the third week in February, two years ago. The winter already had its share of storms, which was killing business. Winter storms might be good for future work, but at that moment I was looking ahead to Friday…Payday. And with little money generated so far this week, things became a economy industry people Recession repairlittle worrisome.

 

Among a few small jobs we had scheduled this Wednesday, we had a Subaru booked for a 60k service, a nice profitable job. I assigned a tech to the job, that returned to me about 20 minutes later, with disturbing news. The cylinder heads were leaking coolant. I now had to tell the customer that the pre-sold 60k service had a more pressing issue. I called the customer at her office and explained the problem. I also explained that it would be in her best interest to replace the timing belt, drive belts, and water pump, if we were to do the cylinder head work. After an endless series of “Oh my God, oh my God, oh my God”, she asked how much would it be to do all the work, including the 60k service. Were my ears hearing correctly? If I could sell this one job, it would bring in much needed dollars to the shop. I gave her the entire price and after a long pause she said, “Do it all”.

 

After printing an updated work order, I ran over to the tech and gave him the good news. As I was walking away back to the service counter, a depressed thought came to me. Is this Subaru covered under the extended warranty for cylinder head failures? If so, shouldn’t the customer be informed? I asked the shop foreman to find out. After a quick call to the local dealer, the foreman confirmed it: this customer was indeed entitled to have the cylinder head work done at the dealer, at no charge. My thoughts immediately again went to Friday…Payday!

 

What do I do? Tell the customer? Don’t tell the customer? This is when that devil shows up on your shoulder just like in those old Bugs Bunny cartoons and starts telling you things like: “Hey, don’t be stupid, you need the money for payroll and besides, the customer will never know”. But the angel on the other shoulder tells you, “Joe, do what’s right”. I have to be honest; at the time I was tempted NOT to tell the customer and began to rationalize in my mind that this is a matter of survival. But, the angel won out and I decided to call the customer and give her the news.

 

The customer was ecstatic. She could not thank me enough and said my honesty was refreshing. She called the local dealer, which sent over a flatbed. We all sadly watched as the flatbed drove away, fading into the winter sunset. I don’t know how we did it, but we somehow got through payroll that Friday.

 

We’ve all heard the expression, “Give and you shall receive”. What happened in the next few months was incredible. What I didn’t know at the time is that after I hung up the phone with the customer, she began telling everyone at her office about what I had done. The news spread like wildfire and I picked up a few of her coworkers as customers. The best news was that the dealer wanted to sell her the 60k service along with the cylinder head work, and she told the dealer no. She came back to me, to finish the 60k service. In retrospect, being honest was the right call. We’ve all had that devil on our shoulders from time to time, but my advice is not to give in. Always do what is in the best interest for the customer, even though the short-term loss for you appears unbearable.


View full article

Link to comment
Share on other sites


Grammarly Writing Support


The #1 Writing Tool


Grammarly Writing Support

  • Similar Topics

    • By carmcapriotto
      How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers.  Grab a pen and paper or head to the show notes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business.
      Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE
      Key Talking Points
      Customer close procedure/presentation Try to understand what the other person sees and not just what your shop wants Factory specified maintenance review on cars- review the history on Carfax, review what the car needs according to the factory maintenance specifications. The system will actually calculate a date when it thinks you'll be due. Ask what are your plans on the car?  Is the car paid for? Review with the customer what your technicians did. Solidify them saying “You guys are my guy.” Lay the groundwork for them to say “You know what? You just gave me all the right reasons to make an appointment 4, 5, 6, 7 months in advance” Send a text to them about a week ahead  What you don't want to do- run the actual credit card amount and then try to explain it to the customer the factory maintenance and review etc.. As soon as they run that transaction, they're done.  You must direct your advisors the best way they will get the highest batting average for pre-scheduling. Don't start with a closed transaction.  If you don't capture them at that closed sale then the next thing is the email and the text, if we don't catch 'em there, then they call up three weeks later and say, “Hey, I just wanna schedule an oil change. And we go, oh, whoa, whoa, whoa, wait, wait, wait, wait, wait, you got all this factory maintenance dude. You wanna do it?”   
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners:
             
      Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

      More Time. More Profit. Transform your shop at getshopware.com/carm


      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Motivation- based on relationship, culture, and attributes that empower them.  You must be profitable to have financial rewards Your business model needs to be sustainable, growable, and expandable based on labor- you need to be profitable in labor Performance-based pay: pure pay for what they produce, to hourly based with an incentive scale that gets them to $50 to $70 an hour. Interview- paid training, employment programs for career growth, ask about their dreams and their ‘why’ and plan their incentive pay You're not hiring a technician, you’re hiring for a career and lifestyle  Employees are looking for security and longevity  Bonuses: it’s the cherry on top, monthly/annual hours into training raises base hourly, ASE master raises base hourly, longevity bonuses for tenure, tool bonus based on hours or punctuality, consistency bonus: produced 50 hours or more for 2 to 5 weeks in a row earn up to another $5 an hour, leadership & personal development incentive: be a better version of themselves, Apprentice toolbox they get to keep after 5+ years, etc 74% labor GP on highest-paid tech- take 74%-100% = 26%, $40/.26= labor rate to be at 74% Modifying pay- what is the intent? Can it continue to change? Are there potential negatives by adding to the pay if something goes wrong in the pay plan? You can’t compromise and be a giver and taker.  Incentive plans don’t work if the employee doesn’t know how to track themselves. Teach your employees to watch themselves in the simplest way.  Give freedom- expand to quarter or every 6-month programs to take into account vacation, sick time, etc. Don’t make it a disincentive plan Critical sick time, health spending account, ‘pay the vacation,’ health benefits plan for families, team bonuses Your incentive plan should build your bench of technicians wanting to come work for you. One pay plan doesn't work for everyone. It also needs to be tied to your vision for the business.
      Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: More Time. More Profit. Shop-Ware Shop Management getshopware.com
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      Having been a shop owner for 41 years, I have lived through many economic swings, both good and bad.  I can tell you that increases in prices, from gas to food to new car prices, can prove to be a good thing for auto repair shops. 
      People tend to tighten their belts during tough economic times, but also understand that they need their cars in the best shape they can be to save on fuel and save on costly breakdowns. 
      How can you help your customers save on fuel costs and focus on preventive maintenance?  
    • By Transmission Repair

      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.

    • Heavy Duty Parts Fleetcross
    • By Joe Marconi
      October 4 - October 6, 2022
      Fly with the Eagles
      The Industry’s Most Powerful Shop Management Course
      This is a 3-day course, with each day devoted to a new topic, but you have the option to pick and choose the days you’d like to attend.
      October 4th-6th, 7:30am – 5:00pm EST                                                                                            
      After attending this comprehensive course for shop owners you will be able to
      Improve your skills in time management, leadership, and goal setting Fully understand your shop’s financials and key performance indicators Find and hire superstar service advisors and technicians Turn your existing employees into self-motivated superstars Fill your bays with the right kind of customers through new marketing programs Utilize your step-by-step Action Plan to ensure your ongoing success This AMI-accredited course has one objective: to help you create a more profitable, successful business! Bob Cooper built this course from the ground up based on his own success as a shop owner and his experience in helping thousands of other shop owners go right to the top.
      This series is now presented by Joe Marconi and Kevin Vaught, who have both experienced extraordinary success as shop owners as well, so it’s no surprise that Fly With the Eagles II is heralded by many industry leaders as the most powerful shop management series available to shop owners and general managers.
      To learn more and to register: https://eliteworldwide.com/event/fly-with-the-eagles/
       
       

       

       
         

       
      
       
       

       

       
        
       
       
       
       

       

       

       
       


  • Our Sponsors


Grammarly Writing Support


The #1 Writing Tool


Grammarly Writing Support

×
×
  • Create New...