Quantcast
Jump to content


Customers Putting Off Maintenance


Recommended Posts



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.

Link to comment
Share on other sites

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.

Link to comment
Share on other sites

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

Link to comment
Share on other sites

  • 2 months later...

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

Link to comment
Share on other sites

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.

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
  • Have you checked out Joe's Latest Blog?

         4 comments
      A recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
      The study also stated that in 2021, many companies were convinced that giving raises, sign-on bonuses, and other perks would solve the worker shortage problem and prevent people from quitting. However, this strategy did not work. So, what does work regarding attracting quality people and keeping them employed?
      Essentially, it all comes down to the culture of your company.  Management: do all it can to consider the individual needs of your employees. Your employees want to feel that they have a voice, that their opinion counts, and that their role in your company is both respected and recognized. Yes, pay and a great benefits package will go a long way toward making your employees feel secure, but that’s only financial security. People want more than money.
      To attract and keep top talent requires creating a company that people feel proud to work for. You need to reach the hearts and minds of your employees. Become a leader that people are enthusiastic about working for. You want your employees bragging to their friends and family that your shop is a great place to work!
      Step one to attracting and retaining quality employees: Create an amazing workplace environment for your employees!  Trust me, happy employees make happy shop owners too!
  • Similar Topics

    • 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.

    • By carmcapriotto
      This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced:
      30% increase in revenue by improving transparency and trust
      50% reduction in time spent researching and ordering parts
      10% increase in profit margins through robust reporting
      Click here to learn more about AutoLeap and schedule a demo:
       
      AutoLeap Link: http://bit.ly/3GRgO88
       
      In this podcast episode, Coach Chris Cotton discusses the importance of having a business coach for independent auto repair shop owners. He lists 16 reasons why having a coach is beneficial, including providing accountability, fresh perspectives, and unbiased insight. A coach can also help with setting attainable goals, improving organization, and celebrating wins. Additionally, they can assist with growth strategies, financial management, employee management and training, and industry expertise. Coach Chris emphasizes that having a coach is essential for shop owners to achieve their dreams and take their businesses to the next level.
      Should You Have a Business Coach? [00:01:44] Coach Chris Cotton explains why everyone should have a business coach, the challenges of running a business, and how a coach can help you achieve your goals.
      Unbiased Insight [00:06:40] A business coach provides unbiased constructive criticism and insights that friends, family, and coworkers may not be able to offer.
      Fresh Perspective [00:08:02] A business coach can help you identify problems and solutions that you may have overlooked due to being too involved in your business.
      Growth [00:07:29] A coach can help you create a strategic business plan to boost growth, qualify your database, and generate leads.
      Balance [00:08:21] A coach can teach you how to balance your professional and personal life, encouraging you to take breaks and prioritize work-life balance.
      Employee Management [00:11:50] A coach can assist in building a strong team, providing guidance on hiring, training, and retaining skilled employees, and implementing performance management systems.
      Don't forget to rate and review us!
      Connect with Chris:
      [email protected]
      940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
      Youtube: https://bit.ly/3ClX0ae
       
      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      This week Hunt sits down with Laura Tierney from ShopLoaner to discuss bringing your loaner fleet into the 21st century.
      • How can utilizing software streamline your workflow as well as actually generate money in seconds?
      • What are some major pitfalls of having shop loaners, and how can you avoid those?
      • Who is a good candidate for loaner cars, and who should you think twice about giving a loaner to?
      • How can I recover costs from customers for gas, tolls, fines, and other charges they incur?
      Thanks to our sponsor partner NAPA TRACS
      NAPATRACS.com
       
      Paar Melis and Associates – Accountants Specializing in Automotive Repair
      Visit us Online : www.paarmelis.com
      Email Hunt: [email protected]
      Get a copy of my Book : Download Here
      Click to go to the Podcast on Remarkable Results Radio
    • By ASOG Podcast
      Some Auto Repair Shops Need To Go Out of Business
    • By nptrb

      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...