By Dennis R.
We want to do a short survey with our customers to gauge their reaction to newer trends in the repair of their car. We are only going to ask 4 Questions so that we can share the results on this forum and have other shops do the same.
The 4 questions we thought of : still working of exact wording so help is appreciated.
1. - Personal Service Adviser to talk too. VS Virtual Artificial Intellegent service advisor ( no human interaction )
2. - Check in with a Personal service advisor VS using a digital check in like Mc Donalds uses to take your order inside their restaurant then leave keys
3.- Personal phone call or text with updates and for authorization VS Computer generated text for updates and authorization
4. Personal phone call or text with Pictures sent as needed (trust in your shop) VS digital inspection form and pictures sent each time their vehicle is brought in
Your input is important so we can all ask the same questions to help us keep our businesses thriving.
One example of a survey we did a few years ago was would you like us to have a quick lube bay for fast in and out service or Leave your vehicle for the day for the LOF 96 % of our customers wanted to leave their cars so they could get a non rushed check over of the vehicle while it was there.
I'm just about to settle on a software package to run my shop. I've found looking at a number of them that there are a few that don't seem to tick the basic boxes in information gathering that we as registered repair shops are required by law to do. I'm wondering if this is a New York specific issue or if this issue happens everywhere. Would you guys comment on your state requirements. I'd like to pass some more information to the software company I'm working with in hopes that they motivate to make some improvements to satisfy these requirements.
Example, in NYS we are required to capture a signature or document approval with the customer complaint to begin work on the vehicle before we touch it. We must record mileage when the vehicle enters the shop and when it is finished. We must state the warranty for each item and the terms and time limit for any guarantee on repair work. We have to collect a non taxable $2.50 waste tire management fee for every new tire sold. We have a state safety and emissions inspection that is varies in fee and is non taxable.
New research from the Consumer Financial Protection Bureau shows just how easy it is for cash-strapped borrowers to get sucked into a vehicle title loBy HarrytheCarGeek
New research from the Consumer Financial Protection Bureau shows just how easy it is for cash-strapped borrowers to get sucked into a vehicle title loan debt trap.
By Joe Marconi
The other day, one of my service advisors, Kristina, was speaking to a customer about worn control arm bushings on her Honda. The customer was in the waiting room, sitting and reading a magazine, while her car was being serviced along with a New York State annual safety inspection.
Kristina got half way through her explanation of the control arm bushings when the customer said, "Stop right there." She then opened up the magazine she was reading (a copy of March 2016 Issue Consumer Report), which was in our pile of magazines and said, "Look here, Honda control arm bushings are among the 5 Sneaky Mechanic Scams!" Kristina did not make the sale and Thank You Consumer Reports, a motorist is now driving a car with worn lower control arm bushings; a potentially unsafe condition.
The Consumer reports article was written by a so-called expert, and is slanted against the repair shop. No surprise there, we are easy targets. I don't know how that magazine got into my waiting area, but I will pay more attention to the magazines I offer to my customers.
I will also voice my opinion to Consumer Report Magazine and urge everyone to voice their opinions too.
PLEASE NOTE: I checked online and the March 2016 Issue is not on the web yet.