Wanting some opinions. I have been having a problem the last couple years with customers approving repairs and when we get the job done and call them for them to come pick up and pay they either don’t have the money all of a sudden or say they will come get it and don’t. It may sit there for months, I had one sit for two years that owed 3000 dollars. Finally got my money! Just wondering what some of you guys do? Thought of charging storage after so many days?
By Joe Marconi
Years back we never considered the car dealer a threat. But today it's different. After the great recession, the dealers that survived understand that in order to thrive they need one thing….the independent aftermarket consumer. In other words, your customers.
New car dealers today are more competitive, their customer service has improved, they make a big deal at the time of the sale to get that customer back to the dealer for service, and they are very proactive with giving away oil changes and selling maintenance packages.
Your customer may be loyal, but under the spell of very convincing salesperson, a new car buyer just might cross over to the dark side.
What are you doing to retain your customers?
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Virginia's Governor in his 2020 budget proposal has included elimination of the state's vehicle safety inspection program. In addition, a state legislator has introduced a bill doing the same. I serve on the board of the Virginia Automotive Association, a group of over 200 independent shops who have banded together to lobby in the interests of our industry. VAA has ponied up a a $25000 increase in the lobbying budget to fight the move. As a shop owner, I have mixed emotions on the subject, but if I were gambling I would bet that the program will go away. On one hand, it's kind of nice that the state's motorists are forced to bring their cars to a shop once a year, giving us an opportunity to make them life-long customers. Also, it has created a cadre of technicians in the state who have been vetted and background checked by the state police. On the other hand, there are a litany of negatives inluding customer resentment, anger when their vehicle fails, uneven management by the state police who oversee the program due to limited resources. Some shops are "by the book" while others are "sticker mills" who will pass anything. Unfortunately, VAA and others have been unable to produce hard statistics that show that the program .makes a difference in highway safety. The big studies I have found blame driver error for the majority of accidents. What is ironic is that just this year VAA won a long battle to get the inspection fee raised from 16 to 20 dollars. The legislature convenes in January to enact laws that will take effect in June.
I would like to hear how other Virginia shop owners feel and I would like to hear from other states that have witnessed termination of these programs.
I'm Ricardo from Complete Auto Reports. You may have heard about the shop management software that we made at a shop in Linden NJ.
We've been really busy over the last year trying to refine the process at a shop through the software. We have come up with something we think that people can and will benefit from. We want to start with smaller auto repair facilities who are looking for something to transition out of paper and pen, as well as word documents and/or excel spreadsheets.
We've taken our software and made a free package that allows the following from any device with a updated and functional browser:
Take appointments from your customers Digital Vehicle Inspections - Included in every service request and sent to each customer if performed Workflow - Pending, Under Process, Awaiting Approval, Approval Completed, Work In Progress, Completed Ratings - Customers can communicate ratings directly to you Messages - You can communicate with customers through the platform Customer App - All service history available, can schedule appointments with the app, transfer vehicle records to new owners Sales Reports 100% mobile - Works on everything from your 5inch iPhone to your desktop.
You can presently upload all of your customer information: name, address, phone numbers, email.
Paid for versions offer parts ordering through PartsTech.com and Employeement modules that track employee time on jobs.
Are there members here who are interested in trying the free platform to see if it's a fit for their business? Anyone interested in the paid for versions, can also get 60 days of free use and discounted rates available from our SEMA promotions.
Our 3 plans can be broken down into these simple differences: Free: No inventory, no online parts ordering through PartsTech, only one photo/video per service request, one login, no employee management $50 per month (also have yearly options to save $): Includes online parts ordering through PartsTech and includes inventory, one login, no employee management $100 per month (also have yearly options to save $): includes everything with 5 logins to access the system. We often get asked, "What use can a bigger shop possibly get from the free plan?"
With the free plan, you can take appointments digitally from your customers and then upload a copy of their receipt from your existing system to their profile in CAR. Reducing paper waste and creating a digital record for your customer to always have. You can also use the free plan to send your customers a video or photo of the services you are performing, complete with billing the customer through the free plan at the end of the service. These are all features that you pay for with add on systems, they are all available for free with us as you learn to adapt to smarter, more efficient technology.
The data you enter is yours, we do not have any agreements presently to share it with anyone and we certainly will never be sharing any personally identifying information with anyone. Majority of the data we are interested in is to build better features to serve you better.
Should you ever decide you no longer want to use our platform, your account will be available to you for free for one year at minimum. In addition to that, we can and will provide you a complete data dump of all of your records within 72 hours of the request. These companies that make it impossible to recover YOUR data is the reason for our open policy. We want everyone to change their practices and we're leading by example.
If you decide to cancel your subscription for any reason, all of your data can and will be exported and delivered to you via a USB stick you provide or through email in the way of an Excel file(s). Additionally, you can access ALL OF YOUR information on our server for one year without any interference from anyone at CAR. Most of you may not know, but I actually own a shop and if it's one thing I can not stand behind, it's these companies getting access to all of our information for secretive reasons or keeping us from having the very data that belongs to us in the first place. You will never encounter this experience with us.