Quantcast
Jump to content

Another Dealer Story...

Joe Marconi
 Share

Recommended Posts

FROGFINDER Rising Star

FROGFINDER

Posted
Posted

Hope her problem is fixed. A wreck will cost her more that a brake system replacement in time an money. It's happened to us all. I give the customer options and let them decide.

B)

CARMandP Proficient

CARMandP

Posted
Posted

I had one like that when I worked for a Honda dealership. The customer stated that they had an intermediant problem with the brake pedal going soft. The car was an 06 or 07 Accord. Finally found that Honda had a problem that year with the ABS module sucking air into the system. Just a thought if you look at it again.

Gary A Community Regular

Gary A

Posted
Posted

Well that's funny because I have a new customer with a similar problem it was at the dealer and had the brakes replaced in shortly after she had an accident. She said the pedal went to the floor

Gonzo Grand Master

Gonzo

Posted
Posted

Joe, I would have done exactly what you did. When you can't verify a repair how do you know you've done a repair? Suggestive repairs are the way I handle these situations. But, as soon as another "expert" gets involved the first expert is no longer valid.

 

If nothing else you could at least show her the price difference between having the dealer make the repair vs. the independent shop. I'd rather lose a customer over things like this rather than deal with the..."I think I fixed it" approach.

 

Ya can't win them all, and I don't even try anymore. I have to stand behind what I do. If the car does act up again you know she'll call you ...FIRST...then you'll tell her to take it back to the dealer. AND, if the tech is found to have done something wrong...he can just quit and go to the next dealer rather than dealing with it (seen it happen before)...you and me, well... we've got the keys to the front door... we'll be back tomorrow regardless.

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
 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's 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

    • carmcapriotto
      Just Call Your Clients! With Hunt Demarest [E041] - Speak Up!
      By carmcapriotto
      Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound
      Watch Full Video Episode
      In our episode today, we welcome guest Hunt Demarest, CPA ABV.
      Hunt is the host of Business by the Numbers and, as our host Craig O’Neill will tell you… Hunt uses words really well for a numbers man!
      This episode came to be after Craig found himself on a walk and listening to one of Hunts recent episodes, Episode 163 - Where are my customers?  It’s a great episode on getting to the root of what the numbers are actually telling you - and guess what - it involves actually picking up the phone and talking to people!
      Hunt’s episode played right after Craig had listened to an episode on a health/wellness program which spoke on a similar topic… going straight to the source of information!
      Often times we can get caught up in the minutia of details and analysis.
      If we are not careful - it can lead to assumptions and wrong conclusions.
      As Hunt says, “Numbers do not lie, but they do not tell the whole story.”
      Getting the whole story inevitably involves communication - and it isn’t always comfortable for people to pick up a phone to get it.
      While the takeaway for today’s episode is in the title, it expands as you listen to Hunt and Craig explore a range of topics from talking to clients, employees, and even family.
      Today’s WOTD is Gumption
      noun
      the ability to make intelligent decisions especially in everyday matters
      Learn more about Hunt Demarest here: 
      https://paarmelis.com/business-by-the-numbers/
      Look for his book here:  https://a.co/d/hAf0cDF
      Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:
      The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
      AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
      AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!
      Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
      In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
      Contact Information
      Email Craig O'Neill: [email protected] Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • JustTheBest
      Car Count Before Mother’s Day, Sunday, May 11, 2025
      By JustTheBest

      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.

    • Joe Marconi
      Consumer Confidence is Down! Time to Bump Up the Customer Experience!
      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.

    • JustTheBest
      Anyone here who can handle more car count?
      By JustTheBest

      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.

    • carmcapriotto
      We're Gonna Beat This Horse To Death [E148] - The Auto Repair Marketing Podcast
      By carmcapriotto
      Marketing isn’t just an expense, it’s the key to growth. In this episode, host Brian Walker talks with Chris Cotton live from Vision about how strategic marketing has fueled massive revenue growth in his newly acquired shop.
      Chris shares why he’s dedicating a significant budget to Google Ads, SEO, and Facebook brand-building and how Local Service Ads (LSAs) are bringing in high-quality leads at a low cost. They discuss the role of smart marketing investments, Google rankings, and paid advertising in driving long-term success.
      If you want to know how much you should be spending on marketing and how to make every dollar work for you, tune in now and learn how to scale your shop with the right strategies! 
      Thank you to our friends at RepairPal for providing you this episode. RepairPal will help you
      grow your auto business and you can learn more at RepairPal.com/shops.
      Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
      Lagniappe (Books, Links, Other Podcasts, etc)
      Weekly Blitz with Chris Cotton
      Google’s New Local Service Ads: What Auto Repair Shops Need to Know


      How To Get In Touch With the Guest
      Chris Cotton - Autofix auto shop coaching
      Linkedin


      Show Notes with Timestamps


      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 
      Click to go to the Podcast on Remarkable Results Radio


  •
    Joe Marconi

    Marketing Strategies To Attract and Retain Your Ideal Customers

    By Joe Marconi, in Automotive Marketing,

    0 comments 878 views
    Joe Marconi

    Isn’t It Time We Rethink What a Master Level Technician Is?

    By Joe Marconi, in Automotive Industry,

    1 comment 1 1,819 views
    Joe Marconi

    Five Proven Tips to Improve Your Bottom Line

    By Joe Marconi, in Selling Automotive Repair,

    0 comments 1,639 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...