Quantcast
Jump to content

As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

EDUCATING CUSTOMERS ABOUT LEAKS


Recommended Posts

Anybody have educational or informational brochures or flyers that they use to explain to customers the issues involving repairing leaks in systems especially coolant and oil leaks? We run into issues for instance when fixing a valve cover gasket leak in a BMW and the customer returns a couple weeks later stating car is still leaking. Now the oil filter housing is leaking and the customer is ticked because we didn't fix his leak. Now we explained to the customer before we did the valve cover gaskets that there was potentially additional leaks we couldn't see due to the amount of oil all over the motor and/or after the leak was fixed, there was the chance that the since we sealed the system if there was a "weak" spot somewhere else it would probably cause a another leak at that other location. After several, "you never told me that" scenarios we include a disclaimer on the invoices.

We were thinking a FYI flyer or brochure would be a help. Something that we gave to customers when they pick up their vehicles after one of these repairs - sort of like a "What to expect after a leak repair". Does anyone use this type of handout at their shops? it would be great to have more of this stuff in the download section.

Link to comment
Share on other sites


Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

I verbally inform before the repair, then include it on the invoice. And I always add dye after a visible leak repair. This shows the customer we are proactive and it helps to show a different leak (or an incorrect repair :blink: ). Many times I will pick up an additional leak after the road test. This lets us inform the customer of additional needed repairs before there issues at delivery. A perfect example...had a 7 series BMW that had a monster leak on the right valve cover. Performed repair and advised customer we added dye. Nothing had shown up on the road test. Week later owner calls to say there were leaks showing in the drive again. Returned top find a leak on the right front timing cover. By adding the dye I was able to show them that the leak was not the same as the prior repair.

Brilliant!

For a couple bucks worth of dye on every leak repair (which would be billable of course, "we used dye to confirm that the leak is gone"), you've removed all the risk of comebacks for repairing a new leak that popped up in the same vicinity!

 

Anyone know long will dye last before breaking down or loses its fluorescence in an engine?

Edited by bstewart
Link to comment
Share on other sites

The dye idea is great!!

 

When we speak to customers on oil leaks, I explain to them that we fix oil leaks from top to bottom. Since gravity will do its thing, it hard to determine with 100% certainty sometimes. I never usually have problems with oil leaks, coolant leaks on the other hand are INSIDIOUS. Many a time we have fixed a leak, pressure tested, bled, test drove and everything was gravy. Customer takes the car, ends up getting another leak or some other component in the cooling system went bad. This happens a lot when customers either overheat their vehicles or went a loooonnnngggggg time without servicing their cooling systems. On BMWs especially, we recommend to PREVENTATIVELY replace certain components such as water pumps, t-stats, hoses, radiators, expansion tanks. Most people don't take the advice though or they have thousands of dollars in other repairs that take precedent.

  • Like 1
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?

    • By Joe Marconi in Joe's Blog
         7
      There are many things to consider when creating a marketing plan. Among them are establishing a budget, what forms of media should be used, and whether traditional advertising, such as TV, radio, and print, is still relevant.  And of course, how much should be allocated to social media and digital advertising?
      All the above are essentials to any marketing plan. However, the first step is ensuring that you have a healthy workplace and that your employees understand your company’s culture and the overall mission and vision. 
      We all know that happy employees create happy customers. No form of advertising can overcome a toxic workplace with unhappy employees. If your employees are not creating an amazing customer experience, your marketing plan will not work.
      Advertising and marketing may bring in customers, but the people in your company creating an amazing customer experience will be the most important component of your marketing plan.  It’s the customer experience that sells work and gives the customer a reason to return. 
      Creating an amazing employee experience, which creates an amazing customer experience, is also the most cost-effective part of your marketing plan. In fact, it cost next to nothing.
  • Upcoming Events

    No upcoming events found
  • Similar Topics

    • By Joe Marconi
      There seems to be a lot of mixed reactions since COVID on customers waiting for service.  For many shops across the country, most customers drop off their cars for service these days.  
      What's your strategy? Does it depend on your business model?  
    • By TTP

      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 Joe Marconi
      Perhaps this is a trick question, but it's worth a discussion.  Many auto repair shops spend a lot of money to get new customers. But what about the ones we have already?  
      What marketing strategies do you have to attract new customers and retain the ones you have now? 
    • By carmcapriotto
      Guest host and shop tour with Keith Benline, A+ Autocare, Poway, CA. The internet is educating your customer faster than ever. How are you educating your customers? Keith Benline, A+ Autocare, Poway, CA. Keith's previous episodes HERE
      Key Talking Points 
      Getting into EVs- don’t wait to get into EVs  “The internet is educating your customer”- reeducation of customers. Listen to your customer, and they will tell you what they have researched The internet is non-threatening environment, and they will trust it above the customer bringing their car into the shop Transparency of pricing on the website “To be a successful owner, you must think like a customer”  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
       

      Click to go to the Podcast on Remarkable Results Radio
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      Live at AAPEX 2022, we are in the studio with Malcolm Sissmore, VP of Sales and Marketing for Delphi Technologies. Malcolm discusses aftermarket solutions for the 65 million work trucks on the road in the United States. He also has a simple solution for contaminated fuel tanks. Delphi Technologies has designed a tool to remove metal particles in a fuel tank. Guess what, it is free to the aftermarket! Malcolm Sissmore, Vice President, Sales, North America Independent Aftermarket, Delphi Product and Service Solutions. Malcolm's previous episodes HERE Key Talking Points
      Want a Delphi Fuel Tank Cleaning Tool? Delphi Technologies, a brand of BorgWarner, is offering free samples of their cleaning tool. Supplies are limited, so request one today by emailing:  [email protected] There are 65 million work trucks on the road in the United States and Canada- a lot of work trucks have been worked hard with the fleet during the past 2 years “All around the work truck” with Delphi Technologies Most fleets are less than four vehicles  We often have to think about the aftermarket part of that. Is it going to be a rebuildable part? Is it gonna be a part that as intellectual property is not available to be sold in the aftermarket? How do we make sure that it's gonna be available when that vehicle comes out of warranty? The fuel being put in your gas tank today is different than it was 10 years ago Emission coil for Volkswagon- created a bent in the coil so that the pressure would come up and out and not unseat the coil   Looking at the failure rates by product category. And starting to predict, what does that look like? 80% of the failures have been caused by contamination in the fuel tank.  Delphi Technologies has designed a tool that is about 15 inches long and has a swiveling head on the end that has three magnets built into it. It has a replaceable cloth that you put on that. You take this tool, and you drop it straight down into the tank, and you push it around edge to edge, and if there are metal particles stuck to that magnet, your tank is contaminated Borg Warner purchased Delphi 2 years ago Fleet telematics
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors


Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

×
×
  • Create New...