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Had a conversation today with a customer that I had repaired his duramax about two months ago. Says he was happy with the repair but I charged about $1500 too much. Says he called and got prices on parts after repair and says he can get parts for less. Try to explain that I have to mark parts up to make a profit. That is what your labor is for. Says other shops only charge what you can get parts for. How do you deal with customers like this? I personally know my labor and price markups are less than other shops. By the way repair was both head gaskets, heads rebuilt and three new injectors on a duramax diesel, A very expensive repair, but also advised him not to buy the truck originally.

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You won't win arguments. I find it best not to argue. Be sincere and let them know your are tops on quality and you value his service.

 

I haven't used this in my shop but my day job I have plenty of experience being a sales professional at the most exspensive in our category. People frequently complain but we have the highest loyalty in the industry.

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You can't win against these types of arguments. The perception of your shop should be honesty and quality above all else. Quality comes with a price. You have to warranty anything that goes wrong with a vehicle, that is built into the part price as you may have to rectify the work at a later date. If the customer can't understand why he/she is getting a superior job for the price they are paying they need to walk.

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Being fairly new to owning my shop, it's nice to hear others have had problems like this. I try not to take these complaints personally, but I pride myself in my quality and it cuts to the heart. Thank god for this forum and its members.

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Being fairly new to owning my shop, it's nice to hear others have had problems like this. I try not to take these complaints personally, but I pride myself in my quality and it cuts to the heart. Thank god for this forum and its members.

I was amazed when I found this place, it did wonders for my profit when I realized others hear the exact same comments and it didn't really have anything to do with me, my work or my shop. As a matter of fact less people have complained about price since I started charging more and correctly. I lost some customers that liked the old pricing but also left a good bit of stress behind with those customers lol. Can't please them all, best just let it go. Easier said than done lol.

 

Sent from my SCH-I605 using Tapatalk 2

 

 

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In the words of the great Ron White "you can't fix stupid." I had a customer yesterday tell me that I wasn't a good guy and he was going to tell all his friends about me because we failed his car for having horribly dry rotted tires. I take pride in doing state inspections as honestly and as thorough as I can. So it hurts on a personal level when someone tells me I'm a bad person. But I just have to tell myself that guy is stupid and I can fix his car but I can't fix him.

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Glance through some of my old post and stories and you'll find out that you're not the only one that deals with these situations. I find it better not to argue with these type of customers because you're not going to sway their opinion at all. Once they have made their mind up... it's over. All you can do is tell them that you appreciate their business and hope they continue to use your services. However, if you feel that my prices are to high then I'd try that other shop. 9 chances out of 10, they'll be back, mainly because they'll take the time to actually think about it and come to the realization that it's not the price as much as it is the quality of the service.

 

Funny, these type of people won't ask their dentist or doctor for a cheaper rate. go figure.

 

Service work will and always be judged by the consumer by the price and not by the service. People who want quality and expect it... don't price check.

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Glance through some of my old post and stories and you'll find out that you're not the only one that deals with these situations.  I find it better not to argue with these type of customers because you're not going to sway their opinion at all.  Once they have made their mind up... it's over.  All you can do is tell them that you appreciate their business and hope they continue to use your services.  However, if you feel that my prices are to high then I'd try that other shop.  9 chances out of 10, they'll be back, mainly because they'll take the time to actually think about it and come to the realization that it's not the price as much as it is the quality of the service.

 

Funny, these type of people won't ask their dentist or doctor for a cheaper rate.  go figure. 

 

Service work will and always be judged by the consumer by the price and not by the service.  People who want quality and expect it... don't price check. 

I recommend just buying the book! My books been passed around to the point the pages are worn thin!

 

Sent from my SCH-I605 using Tapatalk 2

 

 

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  • Have you checked out Joe's Latest Blog?

         13 comments
      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
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