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By Joe Marconi
Has any signed up or know of this product? "Truvideo"
BG has partnered with a company called Truvideo. The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video. The customer can see on video things like worn brakes, worn tires, a leaking hose, etc.
I think that this has its place in the multipoint process. Below is a link for more information.
By Joe Marconi
I am writing this on my last day of vacation in California, spending time with family. It took me a few days to totally relax, but made it a point to not look at emails or call the office.
We all need downtime. I know there will be a ton of work to be done when I return, but I also know that the time away has recharged my batteries and I will be more productive.
Being away from business and spending time with family puts things into proper perspective. You realize that a lot of the things you stress over, are really not as important as you think.
Take time to enjoy life. We all know how quickly time passes us by. And remember, no one on their death bed ever said they wished they spent more time at work.
Has this ever happened to any of you?
We recently went out of our way to accommodate a customers' vehicle repair request. Though the customer was argumentative about pricing, hours charged, parts used etc, they ultimately agreed to the repairs. About an hour or so later, we receive notifications of several 0 or 1 star reviews on many social websites including Yelp, Google, Yahoo, Facebook....... you name it they had an account or made a new account to put their side of the story out there.
How would you handle this? Do you feel obligated to complete the said repair?
Thanks in advance for your thoughts and opinions.
How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc?
my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God.
Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.
By Joe Marconi
Below is a link to a news video. It's about a mechanic that failed to do a proper inspection, and is now faced with manslaughter charges.
Investigators said Jalbert inspected Donald and Elizabeth Ibey's 1992 Chevrolet Corsica in May 2014, but didn’t inspect the car well enough before passing it. Elizabeth, 83, died in a car crash two months later. Her death could have been prevented, investigators said.
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By brian lorenzo
I am need of some advise. So the last year and a half we have had an up and down roller coaster of a ride. I have spent pat of my time trying to get our newest location up and running and neglected our original. In that time I have had a rash of "bad" employees, both techs and counter people. Quite a few upset customers and quite a turn over. 1 or 2 in particular have completely destroyed our reputation. We lost our core clientele as well as low car caking l, aro and overall phone calls and business. During this stretch, we would have great months when I or my GM would be there full time, then the complaints, and crash when we relaxed. April this year we had our worst month since 2008 right after 4 consecutive good months. Does anyone have any type of suggestions on how to go about repairing the damage that has been done?
I presently have one bulk oil tank that is dispensed from an overhead reel in the shop and we use case goods for all other needs. The bulk oil route was great years ago but late model vehicles require so many different oils that most of my volume is now from case goods. Bulk oil is probably still the best route for dealers that primarily use one grade of oil however it no longer meets my needs since I have limited space and I am unable to have multiple bulk tanks. I recently investigated "bag-in-box" rack systems. For those of you who are unfamiliar, "bag-in-box" is 6 gallons of oil in a cardboard box with a plastic bag "bladder" that has a spigot. The 6 gallon boxes are stored on a rack that has graduated pitchers under each box. Open a spigot, fill the pitcher to the desired amount, pour the pitcher into the engine. No large bulk tank, no pump, no piping, no overhead reel. The size of the 6 gallon box (24 qts) is about the same size as a regular case of oil (12 qts). I had a meeting with a sales rep from GH Berlin Windward yesterday. They offer "bag-in-box" rack systems from Kendall, Valvoline, Mobil, Chevron, Peak and Navi-guard (house brand).
Are any of you using a "bag-in-box" rack system? Do you have any comments or tips?
I have wanted to start my own shop for a while. I am having trouble finding resources for this matter. I am wondering how you started your businesses. Capital, business plans, first year profits? I am master tech and make decent money however I have two houses and a family to support. So, to jump into a business I would need enough money to fall back on while the business grows. I would definitely start out with a small shop to keep cost down. Any help will be appreciated.
I will be honest and upfront, I am not a auto-shop owner. I do work in the industry however, as I represent a lubricant manufacturing/distributing company located in Ontario.
I have a question, and I would greatly appreciate some feedback.
I know that the second I walk into most shops, as the salesman for my company, I am not met with much adoration or appreciation. I understand this. I know that you are extremely busy, and I am interrupting your day. I DO however come with options that can potentially allow you to earn more money. Which is how I look at it, as opposed to simply trying to make sales and pad my wallet (which is not the case.)
What I am hoping to achieve here is some insight on how to get through to my target demographic in a more effective manner. If I can provide a product that allows you to increase your margins, I would imagine that you would be excited about this prospect. This is not, however, how I am usually received.
Which is more important to you? Brand? Service? Or does it simply boil down to cost?
I apologize if this is perhaps not the best avenue to be seeking information from, but I thought getting a response directly from the source might be the best way to get direct responses.
Thank you very much everyone, and all the best.