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Since Murphy's lightning is striking twice today, here is another great one!

mspecperformance
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mspecperformance Mentor

mspecperformance

Posted
Posted

Got a call, customer asked for a quote (2007 335i). I think I even exhaled when I heard that but I went through the my general run down. Here is how the convo went,

 

 

Me: Sir what kind of problems are you experiencing with your vehicle?

 

Customer: I need some quotes on some work for my car.

 

Me: Did you have the problems diagnosed somewhere?

 

Customer: No but I know what I need.

 

Me: Ok what do you need to have serviced?

 

Customer: I THINK I need my valve cover gasket changed, I THINK I need my oil filter housing gasket changed, I THINK I need a belt and belt tensioner and I have the parts, I THINK I need a mechatronics sleeve and thrust arms. How much?

 

Me: Well sir if I can make a recommendation... since you did not get your vehicle diagnosed by a professional I would like to invite you to bring the vehicle to us and we can perform a visual inspection for you to determine what you do and don't need. I can then give you a proper estimate.

 

Customer: But my car doesn't start, I can't move it.

 

My brain goes into the UGH mode.

 

Me: Why doesn't the car start?

 

Customer: The belt jumped off.

 

Me: It sounds like you may have experienced a problem with the tensioner bolt bending and/or your tensioner failing. When the belt falls off on this particular engine you can do a lot of damage other than the obvious. belt material can eat into the front crank seal, damage the radiator and affect anything in the front of the car.

 

Customer: Oh really I didn't know.

 

Me: Yes so it would make the most sense for you to bring the car to us so can properly assess what you need.

 

Customer: I would have to tow it to you then and I don't know if I want to do that without getting a price.

 

Me: Well sir I am not charging you to inspect the car as of now.

 

Customer: I would have to pay for a tow then unless you offer a free tow. Do you do that?

 

Me: No sir unfortunately we do not however I am not charging you to inspect your car. For the cost of a tow you can have a professional look at and I can create an accurate estimate for you. If you don't like it you can always go somewhere else.

 

Customer: Well your not going to get my business unless I get a quote. I want to bring it to you because your specialist.

 

 

 

and the convo went on for another few minutes with nothing being resolved.

 

Odd ball people have been calling me all day and its driving me insane.

  • Like 2
bstewart Collaborator

bstewart

Posted
Posted

Haha, classic example of another CONSUMER on the phone, not any CUSTOMER or CLIENT of yours!

They just CONSUME your time, energy and give you headaches.

 

Another BMW owner who's too cheap to pay for a tow to get their car running. Even if you gave him a price, he would think it's too high anyways, don't worry about it!

Plus he said he wants to bring his own belt and tensioner (probably from the cheapest aftermarket parts store that looked it up wrong anyways).

mmotley Proficient

mmotley

Posted
Posted

Would it have not been quicker to just quote him out the service he wanted and let him go?

 

2 possible outcomes. 1.) He never shows up. 2.) He shows up, you inspect the vehicle before you ever get started, and present him with what you find, IF there is anything else it needs. If he gets upset that you tell him he needs more work, tell him fine, you will proceed without replacing the radiator or whatever, take his money for what you quoted him, and you'll see him back in a few days when he pops the motor. Show him pics of it leaking or whatever... Just the way I see it

mspecperformance Mentor

mspecperformance

Posted
  • Author
Posted

The idea is you don't want to get into giving estimates over the phone. There will always be someone less expensive than you and if you don't take the time to educate the potential good customers on what sets you apart then you'll most likely not get the sale anyway. Of course my goal is not a quick job but rather the longevity of a customer relationship. I am fairly decent at turning people over because like you read a lot on here many people don't know what questions to ask other than price. Unfortunately I've been bombarded with time wasting bottom feeding consumers. These are the type that treat what we do as a commodity like buying milk at a store. They think any shop can fill their needs.

 

My ratio of people that I give quotes to the amount of times they actually come in is super low.

mmotley Proficient

mmotley

Posted
Posted

Could you not change your script to give out the quote, then follow up with what sets your apart from other shops (ASE's, warranty, rentals/loaners, better parts, fast turn around)? And also follow up with "I think I can get that price even lower when I look at it here in the shop. I've had a lot of cars lately that got quoted a bunch of parts they don't really need".

 

Just seems like instead of arguing with a potential customer, give em what they want, then tell them why your price may be higher than others.

alfredauto Experienced

alfredauto

Posted
Posted

I agree that quoting a job like that over the phone is a lose-lose situation. I think you did the right thing, I would have handled it the same. If the customer can't commit to a tow and has his own parts then no way is he going to be happy with the real price to fix it.

mspecperformance Mentor

mspecperformance

Posted
  • Author
Posted

Could you not change your script to give out the quote, then follow up with what sets your apart from other shops (ASE's, warranty, rentals/loaners, better parts, fast turn around)? And also follow up with "I think I can get that price even lower when I look at it here in the shop. I've had a lot of cars lately that got quoted a bunch of parts they don't really need".

 

Just seems like instead of arguing with a potential customer, give em what they want, then tell them why your price may be higher than others.

Once you give out a price that is all that's in the mind of the customer.

 

I do not argue with customers, these are consumers that obviously have an agenda.

Shopcat Community Regular

Shopcat

Posted
Posted

Well done mspecperformance. Hold your ground. What other profession is expected to phone quote anything, site unseen? Giving those phone quotes damages the shop's and the industry's reputation. The only thing Mr. M.T. Pockets will remember is the lowest price he heard.

  • Like 1
hddm3 Apprentice

hddm3

Posted
Posted

Got a call, customer asked for a quote (2007 335i). I think I even exhaled when I heard that but I went through the my general run down. Here is how the convo went,

 

 

Me: Sir what kind of problems are you experiencing with your vehicle?

 

Customer: I need some quotes on some work for my car.

 

Me: Did you have the problems diagnosed somewhere?

 

Customer: No but I know what I need.

 

Me: Ok what do you need to have serviced?

 

Customer: I THINK I need my valve cover gasket changed, I THINK I need my oil filter housing gasket changed, I THINK I need a belt and belt tensioner and I have the parts, I THINK I need a mechatronics sleeve and thrust arms. How much?

 

Me: Well sir if I can make a recommendation... since you did not get your vehicle diagnosed by a professional I would like to invite you to bring the vehicle to us and we can perform a visual inspection for you to determine what you do and don't need. I can then give you a proper estimate.

 

Customer: But my car doesn't start, I can't move it.

 

My brain goes into the UGH mode.

 

Me: Why doesn't the car start?

 

Customer: The belt jumped off.

 

Me: It sounds like you may have experienced a problem with the tensioner bolt bending and/or your tensioner failing. When the belt falls off on this particular engine you can do a lot of damage other than the obvious. belt material can eat into the front crank seal, damage the radiator and affect anything in the front of the car.

 

Customer: Oh really I didn't know.

 

Me: Yes so it would make the most sense for you to bring the car to us so can properly assess what you need.

 

Customer: I would have to tow it to you then and I don't know if I want to do that without getting a price.

 

Me: Well sir I am not charging you to inspect the car as of now.

 

Customer: I would have to pay for a tow then unless you offer a free tow. Do you do that?

 

Me: No sir unfortunately we do not however I am not charging you to inspect your car. For the cost of a tow you can have a professional look at and I can create an accurate estimate for you. If you don't like it you can always go somewhere else.

 

Customer: Well your not going to get my business unless I get a quote. I want to bring it to you because your specialist.

 

 

 

and the convo went on for another few minutes with nothing being resolved.

 

Odd ball people have been calling me all day and its driving me insane.

well get use to it. its the new America. dumb asses everywhere.

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
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      The Technician Shortage Is Our Fault, And It's Time We Own It
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      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
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      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
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      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
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      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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