Quantcast
Jump to content

Price Shoppers and Under Cutters


Recommended Posts

So how is everyone handling price shoppers.... Customer calls and wants a price on a "tune up". How are you handling that lead? I for one know I am one of the more expensive guys in town and I am kind of surrounded by just old filthy under cutter type of shops. The type of places that will buy a starter for 150 bucks and charge the customer 200. Seems like all price shopping situations I am going to lose on.

 

Link to comment
Share on other sites

I've stopped doing phone quotes and started asking for the appointment to see the vehicle. It either gets them in or saves wasted time writing an estimate for work you will never do. Either way you win.

 

do you just flat out tell them " i dont give estimates over the phone""

Link to comment
Share on other sites

What works for me... I answer the phone very friendly, energetic, upbeat and professional. I let them feel my positive energy through the phone. I quickly work to build rapport. After I build rapport and listen attentively, I then work to establish control of the conversation. (You will find Not all Phone shoppers are looking for the cheapest price . Some are trying to establish a price for their budget.) I then ask them how they came to the conclusion that they needed this repair. I then pre-qualify the phone shopper and ask what type of a price are they looking for? How long do they plan on keeping the vehicle. This is my information gathering technique. Based on the answer I formulate my response. If they say they are looking for the cheapest price, I then counter by saying "based on your answer You must not be concerned about Safety, quality or dependability. This usually flips the table over. I then let them know that we are not the cheapest in town nor the most expensive either. I let them know that we would like to take a look at the vehicle as so we can give them several price options. I let the price shopper know that we hire the best technicians available. We have a drug free workplace, we offer nationwide warranties. Same day service most repairs. How long we have been in business etc. All though this response is long. This all happens very quickly on the phone, based on the customers responses. 8 out of 10 times our professionalism and genuine care is felt through the phone in wanting to help them. This gets us the appointment to bring their car in. As a final note if forced in to a phone quote I give a range in price from low to high. We are often told they brought their car in to us because we were so nice on the phone !!! Not short and frustrated and making their call seem like an annoyance or interruption. This is how we win over people that call other shops before us. Remember people do business with people they like and can form a connection and mutual understanding !!! Respectfully Submitted, John. Hope this helps out fellow Shops !

  • Like 2
Link to comment
Share on other sites

What works for me... I answer the phone very friendly, energetic, upbeat and professional. I let them feel my positive energy through the phone. I quickly work to build rapport. After I build rapport and listen attentively, I then work to establish control of the conversation. (You will find Not all Phone shoppers are looking for the cheapest price . Some are trying to establish a price for their budget.) I then ask them how they came to the conclusion that they needed this repair. I then pre-qualify the phone shopper and ask what type of a price are they looking for? How long do they plan on keeping the vehicle. This is my information gathering technique. Based on the answer I formulate my response. If they say they are looking for the cheapest price, I then counter by saying "based on your answer You must not be concerned about Safety, quality or dependability. This usually flips the table over. I then let them know that we are not the cheapest in town nor the most expensive either. I let them know that we would like to take a look at the vehicle as so we can give them several price options. I let the price shopper know that we hire the best technicians available. We have a drug free workplace, we offer nationwide warranties. Same day service most repairs. How long we have been in business etc. All though this response is long. This all happens very quickly on the phone, based on the customers responses. 8 out of 10 times our professionalism and genuine care is felt through the phone in wanting to help them. This gets us the appointment to bring their car in. As a final note if forced in to a phone quote I give a range in price from low to high. We are often told they brought their car in to us because we were so nice on the phone !!! Not short and frustrated and making their call seem like an annoyance or interruption. This is how we win over people that call other shops before us. Remember people do business with people they like and can form a connection and mutual understanding !!! Respectfully Submitted, John. Hope this helps out fellow Shops !

John- That was my style for 26 years until I had a stroke from doing 3 peoples jobs.
Link to comment
Share on other sites

For the most part, stopped giving over the phone estimates. If it's for maintenance type work ex. tune up, I'll just tell them it starts at $xxx depending on vehicle. If it seems like it's a high probability they will bring car in - I will price out for their vehicle and call them back with $ and get on schedule.

For the "how much to replace a thermostat" - type calls - I flat out refuse to give them a price. Need to see car - bring it in and we'll give an estimate. Most times I ask why they think they need the "thermostat" and their answer usually confirms for me that it isnt the repair that they need even though their father-brother-cousin-neighbor said it was what they needed.

I just got real tired of wasting my time pricing out jobs for people who wanted a price on an incorrect repair.

Link to comment
Share on other sites

For tune-ups, I ask if they have had their spark plugs done, if the diff fluid has been replaced, what about a fuel induction service? Oh, and your cabin filter? Oh and one more thing, what about brake fluid? And do you know if you have ever had your coolant or trans fluid replace?

 

By this point, they usually get the point that we can't really give a price for a tune up over the phone. We NEED/HAVE to see the car to give an accurate price. If they persist, we price an oil change and tire rotation with a complete vehicle inspection.

  • Like 1
Link to comment
Share on other sites

I believe people call for a price because they do not know what else to ask. They want resolution to their problem. Its expensive to get the phone to ring, so EVERY call counts. Start be talking about their problem, and use open ended questions, which will cause them to tell you what is really going on. " why do you think you my need a tune up?". The answer to that will give you the ability to get them into your shop. They may say "well, my fuel economy has dropped, and my uncle said I need a tune up". You may answer that they might not need a tune up, it could be something simpler. If you show you want to help, and add some new information into the conversation, then you are controlling the conversation and the situation. Demonstrate you want to help, invite them down to your shop with some urgency, " i had an appointment cancell, so we have an opening at 2pm, or 2:30, which is better for you? Then give them directions and make a new fan. They just want to solve their problem, and price is probably all they know to ask. It a pretty easy to beat price hack type shops, price is the easiest, laziest thing to sell.

Edited by Shopcat
  • 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?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
  • Similar Topics

    • By jadetrost
      Hello guys I’m Jade Trost 56 years. New  on this forum 
    • By carmcapriotto
      Recorded Live at MACS (Mobile Air Climate Systems) 2024 Training Event & Trade Show, Adam Kimmel discusses the refrigerant and thermal management industry. He highlights the significance of air conditioning technology in vehicles, the essential use of fluorine in refrigerants, and the evolution of refrigerants for environmental safety. Adam Kimmel, Koura, [email protected] Show Notes
      The importance of air conditioning (00:00:01) Discussing the significance of air conditioning in vehicles and homes and the commitment of industry professionals. Understanding fluorine in refrigerants (00:01:53) Evolution of refrigerants (00:05:16) Future challenges and developments (00:10:19) Regulations and alternatives (00:14:18) Safety and handling precautions (00:16:10) Engineer training and transparency (00:17:11) Understanding refrigerant nomenclature (00:19:47) Efficiency and GWP (00:25:38) Thanks to our Partners, AAPEX and NAPA TRACS Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections            
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi

      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 carmcapriotto
      Can a break-up be the catalyst for an entrepreneurial leap? Find out during Shawn Gilfillan's 20 questions in 30 minutes episode! Shawn also discusses the importance of a strong business culture, mentorship, and the joy of hobbies like aviation. Shawn shares strategies for managing gross margins and the significance of client experience. Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE Show Notes
      Automotive Magic (00:00:17) Shawn Gilfillan discusses the founding of Automotive Magic on April Fool's Day in 2003. Life Calibration (00:00:41) Shawn talks about his work with Chris Lawson and the high-performance team coaching program at Life Calibration. Life Calibration: From Burnout to Balance [THA 348]: https://remarkableresults.biz/remarkable-results-radio-podcast/a348/ Mentorship and Self-Development (00:04:54) Shawn discusses the impact of mentors and self-development in his journey as a shop owner. Hobbies (00:06:10) Shawn talks about his hobbies, including aviation. Motivation and Business Culture (00:07:46) Shawn shares his motivation for getting up in the morning and discusses how he creates opportunities for others to thrive and elevates their performance. Advice and Fear (00:11:49) Shawn shares advice on overcoming fear and empowering employees as an owner/CEO. Book Recommendation (00:13:13) Shawn recommends "Hero on a Mission" by Donald Miller and discusses its impact on his perspective as a business owner. Building Business Culture (00:14:50) Shawn discusses the challenges and importance of building a strong business culture from the top down. Culture and Team Dynamics (00:15:40) Discussion on creating a positive work culture and building a cohesive team. Leadership and Vision (00:16:29) The importance of establishing a vision and values from the start, and involving the team in maintaining the culture. Client Experience and Relationship Building (00:19:36) Strategies for understanding and meeting client needs, and building strong client relationships. Adaptability and Change (00:20:47) The significance of embracing change and adapting to business challenges. Leadership Crisis and Team Support (00:21:00) Dealing with unexpected managerial crises and the importance of team support. Personal Development and Skills (00:23:14) The desire for new skills and personal development, such as learning magic tricks. Business Management and Gross Margin (00:24:14) Strategies for managing gross margin and keeping front-end operations efficient. Car Count and Scheduling (00:25:35) Strategies for managing car count, scheduling, and maintaining workflow in the shop. Future Reservations and Client Commitment (00:27:21) The importance of setting future reservations and ensuring client commitment to scheduled appointments. Leadership Communication (00:29:17) Encouraging a shift in language and communication to emphasize the importance of future reservations. Hiring and Relationships (00:30:12) Discussion on hiring and relationships in the workplace, including the impact of personal relationships on work performance. Dream Car (00:31:37) Shawn's dream car and the enjoyment he derives from it. Opening a New Shop (00:32:11) The three important needs for opening a new shop: location, good people, and effective marketing. Marketing Strategy (00:32:33) The success of giving away the first hundred oil changes for free as a marketing strategy. Firing a Customer (00:33:52) A recent incident of firing a customer due to their attitude and behavior at the shop.
      Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections    
      Click to go to the Podcast on Remarkable Results Radio
    • By Transmission Repair

      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.



  • Our Sponsors



×
×
  • Create New...