Customers Putting Off Maintenance

[Joe Marconi]

I am seeing a pattern, and I hope it’s not long-lived and isolated. I don’t know the entire reasons, maybe money, maybe the fact that cars don’t break down as much or maybe the perception is that cars don’t need much maintenance. But whatever the reason, we are seeing many cars with nearly 200k on the clock for the first time that are a mess. We then try to get them caught up with services and maintenance work, it’s a real struggle. Keep in mind, these are first time customers.

 

My concern is that we as an industry may not be doing the best job in terms of promoting needed maintenance. When they arrive at my shop, we do a complete multipoint and customer interview. We reveal many issues that the customer either had no idea or may have declined over the years. We see 10 year old cars with over 175,000 miles with no record of replacing spark plugs and other maintenance items. We even see cars with cabin filters so packed with debris it’s amazing that there’s any air flow throughout the car.

 

Whatever the reason, it appears too much money has been left on the table.

[Joey N.]

I see this more often as the days go. Customer igorance is getting worse and explaining the need for brake fluid flushes and coolant exchanges for the first time in a 200k mile car is very difficult.

 

I usually explain the need for every required service on a customers car in their first visit and then plan with them when each one should be done. Even if a brake adjustment or cabin air filter may be necessary I don't push it and we usually plan these services for their next visit.

 

We just changed a motor on a 2008 Dodge Charger because the genius never, I mean never did and oil change... I wanted to berate him. Afterward we mapped out all his future services and I turned him into a good customer... let's see.

 

Joe do you think that surprising these people with all the services their cars should be receiving on their first visit shows the customers that we are professional? or that we are being too pushy to "sell"? That is a fine line that I try to stay 5' away from.

[Joe Marconi]

I see this more often as the days go. Customer igorance is getting worse and explaining the need for brake fluid flushes and coolant exchanges for the first time in a 200k mile car is very difficult.

 

I usually explain the need for every required service on a customers car in their first visit and then plan with them when each one should be done. Even if a brake adjustment or cabin air filter may be necessary I don't push it and we usually plan these services for their next visit.

 

We just changed a motor on a 2008 Dodge Charger because the genius never, I mean never did and oil change... I wanted to berate him. Afterward we mapped out all his future services and I turned him into a good customer... let's see.

 

Joe do you think that surprising these people with all the services their cars should be receiving on their first visit shows the customers that we are professional? or that we are being too pushy to "sell"? That is a fine line that I try to stay 5' away from.

 

 

That is a great question, and one that many people ask. And we struggle with it too at my shop, but I rather tell the customer the truth and what we think is in their best interest. Imagine going to the doctor for a knee injury and he was afraid to tell you about other health issues for fear that you might think he is being pushy? The issue is that not enough shops are proactive about preventive maintenance, and when they get to you, there's a laundry list of service items.

 

Make is policy that all first time customers will get a complete multipoint inspection has part of today's service and that you will review the inspection list with the customer. Most important, point out what's good with the car (hopefully there is). Try not to start the conversation by bringing out all the negative stuff. Whenever possible, first inform the customer what the car DOES NOT need, then go into your presentation about what it does need.

 

Also, ask a lot of questions at write up, such as, "How long do you plan on keeping the car"? and, "What is the primary use for this vehicle"? People like to be part of the process and anhything you can do to lower the anxiety will help with sales.

 

Hope this helps.

[FROGFINDER]

Many of these people have their back to the wall . With the average age car in the USA being 11 years and the middle class that supported us are tapped out. ANY PEOPLE WITH MONEY RIGHT NOW ARE ON VACATION.

[HarrytheCarGeek]

Joe,

 

I observed this pattern about two years ago, now is becoming more pronounced.

 

For some reason, I have developed a very large African-American customer base, they are not wealthy by any means but are very loyal and in the most part follow my vehicle maintenance recommendations. Their vehicle's miles tend to average between 180,000 miles and 250,000 miles. If they have been with me a few years, I have done their water pumps, timing belts, wheel bearings, shocks, brakes, ball joints or control arms, etc...

 

I recognize that I do leave a lot of money on the table since I realistically could not do all my customer's maintenance and have decided to control my growth to a very limited rate.

 

And like you, we do an initial full complementary inspection and give the customer a written report to keep them informed when they come into the shop.

 

Another thing I had to learn to do well was when to use the word "No."

 

As in "Mr. Customer, I appreciate your business, but I would not recommend you put any more of your hard earned money to repair this vehicle. After having given it a complete inspection it is my opinion you will not recover your investment if we make this repair."

 

You may think I would be going out of business turning away repairs, but to the contrary, they seem to bring me even more customers that produce very healthy margins.

 

I love, if you can love anything inanimate, and like this business very much, and I am sure my customer can see and feel I do like very much what I do. Having said that, the standard I use when dealing with my customers' cars is like if my wife and children would be riding in that car. I make sure that I do communicate that fact to my customers.

 

Another thing, you will not come on as pushy if you tell the customer what his car needs like you would like to be told what your car needs to be in top reliable shape. Let them know the last thing you would like to be is stranded on the side of the road because your mechanic failed to inform you your belts needed to be replaced.

[Keane58]

I have noticed over the last year or so that many people are putting off necessary repairs. I usually have customers kids' cars in around now while they are on spring break. I have not seen one this year. I do not know if it is related but we were really busy up until the middle of February and now for four weeks it has been pretty quiet. I am not sure how everyone else's business is doing but this is unusual for us.

I know everyone goes through this at some point in time but this is really kind of eerie how quiet it is. The people we do have come in now do not have the money or just do not want to do the repair. I had a lady today. A new customer who just got off her "free oil changes" for two years at Toyota and will be coming to us. Like Joe has said, this is really a big problem for all of us. The dealers are sqeezing us on everything. The car manufacturers are removing maintenance and we are stuck on the outside looking in. We really need to brainstorm to come up with some ideas to combat this situation. I talk to customers constantly about their "free" oil changes. They are not free but they do not want to hear about it. They hear free and they jump on it. The dealer has them worked into the price of the car purchase. We know that but they seem oblivious to that fact. I am definitely shaking my head more and more these days and wondering if this field is going to pay the bills. I have done this over 20 years and it is getting worse. Cars are made better and there is definitely a lot less need for repairs than even 10 years ago. I know people are keeping their cars longer but they do not want to do maintenance and only do the bare minimum lately just to get through. Any thoughts from anyone else? Is anyone else seeing this? I have to make a decision by mid summer if this keeps going. Jim

[FROGFINDER]

Cars are disposible when they need anything that costs more that the monthly payment to a larger segment of society.

[Jeff]

I personally believe a lot of it comes from the purchase . Dealers are pushing less maint at purchase in order to show a lower cost of ownership. That in turn gives the consumer the mind set that it wont ever need to be done. I get em in here that want a transmission service of flush cause the trans slips...many over 100k and never been serviced. Lower cost of ownership, planned obsolesences, whatever..it boils down to consumer education.

[phynny]

I agree with Jeff and I've tell you why I believe the dealers do and say what they do. A lot of them offer free maintenance for "x" number of years so they really try and stretch the maintenance cycle. It's disgusting if you ask me.

 

Charles

[5 Star Auto Spa]

Joe,

 

How do you verify that all of your technicians are doing a "complete" vehicle inspection for all vehicles? Do you have a tracking system setup that you use? I would be interested in learning how shops keep track of which techs are doing a complete inspection and which are just skimming through the inspections.

[Jeff]

5 Star I am the only tech. Wish I could say I have 3-5 techs and a state of the art facility but I'd be lying to ya! I do a complete inspection on each vehicle and prioritize it as to safety, performance and convenience. Most of my customers are repeat and word of mouth. They know if I tell them it needs it, it needs it!

I am also the cashier, clerk, accountant, parts manager, janitor, porter,greeter.....man ain't no wonder I am so wiped out at the end of the day!!

Edited June 17, 2013 by Jeff

[Gonzo]

Jeff, I appreciate ya for all your hard work. If nobody else will tell ya...I'll say it... thanks for being there. Now go have a beer. LOL

[Jeff]

Thanks Gonzo...just as soon as I tighten up this alternator belt SOME GUY left loose! LOL!!