Quantcast
Jump to content

Recommended Posts

Posted

We got a call the other day from someone who asked us if we would give her a second opinion. The car was at another shop and she wanted to know if the diagnosis on the steering rack was correct. She actually wanted us the give a price and make the diagnosis on the phone based on the notes from the shops work order. We have been down this road before and we are VERY cautious on how we handle this.

 

I dont know how you feel, but when someone doesnt trust another shops diagnosis, it makes it very awkward for us. We want to get all the facts and try to drill down to find exactly why the customer does not trust the shop.

 

In this case, after a series of questions from my service advisor, we found that the callers brother-in-law checked the car before bringing it to this shop and he said the pump had failed, not the steering rack. The brother-in-law works in construction.

 

Seeing where this was going, the service advisor insisted on having us look at the car before any second opinion is given. He also said that he was inclined to believe the other shop, not the brother-in-law. She said she would call us back to make an appointment.

 

My guess? Shes probalbly calling other shops right now.

Posted

We absolutely will not do it over the phone. I can't stand trying to diag something over the phone let alone comparing prices etc.

 

The only thing that's different with us is that almost all of the local shops, especially chains, are robbing people and not fixing the issues. So we see things daily that just boggle the mind.

Posted

Recently had a person call for a second opinion. Was at the local Dodge dealer and they were trying to sell him a rack for a metallic rubbing noise on tight right turns. Convinced him to bring it in for inspection. Turns out the backing plate was rubbing the rotor on the left side. Tweaked the plate just a bit and the noise was gone. No charged it as it only took a few minutes to determine and repair. Now have a loyal customer. Just to say I will not give a second opinion over the phone.

Posted

always second guess the first opinion of the problem if you're the second opinion. In other words... I don't give out my opinion of a problem...EVER. I've had people come directly into the shop and ask about a certian repair (and they're not regular customers) I won't tell them a thing. All I'll say is bring it in and I'll check it out. The usual responce is, "But, you're Gonzo, everybody knows you already know what is wrong with. That's how I got here... I was sent by another shop." My answer is, well let me do my job. I'm not here to take a test on whether or not my guess is right and furthermore... I don't make a dime at guessing. You'll have to pay for my time.

That usually ends it... and I never see them again.

 

I'd rather do (or say) nothing than I would do (or say) something and get nothing. Sorry folks... the almighty dollar RULES!

  • Like 2
Posted

I once told a fellow at my church, in the most basic terms, how to change a timing belt. The following week he approached me and asked what I was going to do to help him with his engine. I looked at him and asked why I had anything to do with the engine as I had never seen the vehicle. Well I guess he and another friend decided it was that simple and they could do it themselves. Got it outta time and bent the valves. Since I am the one that told him how to replace the belt it was my fault. I just laughed and walked off. Oddly the fella never spoke to me again.

  • Like 1
  • 2 weeks later...
Posted

We will not give estimates or second opinions over the phone. You need to see the vehicle before you can accurately tell them what's wrong. We are currently on the other end of this today. Great customer brought in his Oldsmobile Intrigue for a hard miss. He pays for a Level 1 Diagnostic and we perform it to the letter. We discuss with him that we need to do a Level 2 Diagnostic and what it entails. He doesn't want to do anymore diagnostics and just wants an idea of what is wrong. With somewhat loose lips my SA said he thought their may be a head gasket issue as the customer is adding coolant and oil and not leaking any. Now he is calling other shops asking for a quote on head gaskets when we haven't even verified the problem. Feel bad for those he may be wasting their time. For some reason he just isn't listening to what we are trying to tell him.

  • 2 weeks later...
  • 4 weeks later...
Posted

No I don't discount in order to get work. It's not fair to my technicians and it's not fair to me. Long story short, my customer came in and we discussed his vehicle. Turns out even after all the talks we had. He still didn't understand what we were telling him. I brought him out to his vehicle, explained everything in the simplest terms I could and he agreed to further diagnostics. He thought a blown head gasket was his issue. Service Advisor has gone through some more training and also learned a valuable lesson as to why we don't tell a customer what we "think" is the issue.

 

Sometimes you just need to talk face to face with someone.

  • Like 1

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
  • Available Subscriptions

  • Have you checked out Joe's Latest 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

    • By MikesPlaceAuto
      Hello from Montana. Longtime mechanic/technician, first-time shop owner. Reaching out to many sources for information and advice. Small shop in rural setting, specializing in electrical and electronics. Thanks for any good words. Mike
    • By nptrb
      Running an auto repair shop comes with a unique set of challenges, and managing your finances is a big one. Whether you’re just starting out or looking to scale, understanding cash flow management for auto repair shops is crucial to your long-term success.
      In this post, we’re sharing practical, actionable strategies to help you take control of your shop’s finances and boost your auto repair business profitability—without sacrificing service quality or customer trust.
      What Is Cash Flow and Why Is It Important?
      Cash flow refers to the money moving in and out of your business. 
      For small businesses like yours, positive cash flow ensures that you can pay your team, keep parts in stock, handle operating costs, and still have something left to reinvest in growth.
      When cash flow gets tight, it affects everything—from your ability to take on more jobs to your peace of mind. That’s why improving cash flow in small businesses, especially in the auto repair industry, is one of the smartest moves you can make.
      Common Financial Challenges Auto Repair Shops Face
      Auto repair shops often experience:
      Slow payments from customers or insurance companies High up-front costs for tools, equipment, and parts Seasonal dips in customer volume Discounting services too frequently Recognizing these patterns is the first step toward smarter cash flow management in your business.
      5 Financial Tips to Improve Cash Flow
      Here are some real-world auto repair shop financial tips you can start implementing today:
      Streamline Your Invoicing and Payments
      Make it easy for customers to pay by offering digital invoicing and online payment options. Send invoices quickly, and set up automated reminders. 
      The faster you get paid, the better your cash flow.
      Review Your Pricing Structure
      If your rates haven’t changed in a while, it might be time for a tune-up. 
      Make sure your pricing reflects the value you provide while also supporting your auto repair business’s profitability.
      Manage Inventory and Ordering
      Don’t let cash get stuck on your shelves. Track what parts you actually use and only stock what’s necessary. Consider just-in-time ordering to reduce overhead.
      Reduce Unnecessary Expenses
      Look closely at your subscriptions, software, utilities, and vendor costs. Managing expenses in auto repair shops doesn’t have to mean cutting corners—just being more intentional with your spending.
      Create Consistent Revenue Streams
      Prepaid service packages, maintenance memberships, or seasonal promotions can help bring in predictable income, smoothing out your cash flow during slow periods. 
      With summer coming, now is a great time to offer deals on tune-ups for people who will be traveling!
      Forecasting = Fewer Surprises
      Cash flow forecasting allows you to plan for upcoming expenses and income. This helps you avoid financial surprises and confidently make big decisions—like hiring another tech or investing in new equipment.
      Even small adjustments in how you manage your shop’s finances can have a big impact over time. Staying proactive and strategic helps ensure your shop is profitable, sustainable, and ready to grow.
      Taking control of your finances starts with understanding your numbers and making small, consistent changes. By focusing on cash flow management for auto repair shops and applying smart financial tips tailored to your industry, you’ll be in a much stronger position to weather the ups and downs of your business.
    • 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
    • By stevefry
      I have a client looking to sell their Auto Body Shop in Monteagle TN called Lakeside Collision. He is asking $1,500,000 and the property did a little over $1,200,000 last year. Profitable business with lots of equipment and inventory, newer paint booth and includes 2 lots and 2 buildings with 8 bay doors.
      Also have another client looking for an Auto Body business to purchase in Davidson County (Nashville) TN. Looking for a shop with the business and the real estate. 
    • By Joe Marconi
      Over the weekend I met a 67 year old shop owner who has been in business for 41 years, and still involved in the day to day operations. He added that he has done nothing to plan for his future and his exit. 
      Life can throw us a curve ball at any age, are your properly prepared.
      I know it sounds a little crazy, but the right time to get you business ready to sell, is when you first go into business.
      What are you doing to prepare for your exit, sale or if life throws you a curve ball?
       
       


  • Our Sponsors



×
×
  • Create New...