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

"I "NEED" air"


Recommended Posts

We have a beef with the general public and their (lack of) manners and respect. In this case it relates to tire checks. When a customer walks in the door and looks at us and says "I need air", and then walks out to their car. Um, excuse me.... where did manners go??? Do you walk in a restaurant and say "I need food", no, at least not mean it like the way some customers do. I never mind checking and adding air when a customer shows appreciation for my free (law enforced) service. Treat me as you would prefer to be treated, with manners and at least a "thanks". Minor bitching here, but it just erks me, probably asking for the moon. :huh:

  • Like 1
Link to comment
Share on other sites



We started charging for air a few years ago as TPMS systems became popular. $1 if you do it yourself, $5 if we do it. If they are good customers I often don't charge. It became way to much of a burden to no longer charge a fee. Plus we have to reset the TPMS light in the IP and know which systems need resetting. So far its ok. Especialy when the weather gets cold I could use a kid running around doing this all day, it becomes quite a hinderance but we deal with it.

 

We are not required to offer air unless you sell gas in NYS.

  • Like 1
Link to comment
Share on other sites

I think that Southards should follow procedure. Write the customer up. Pull the vehicle in and diagnose why the tire needs air. Air doesn't just disappear. Most likely the tire needs a $25 flat repair.

 

It is a WIN WIN. If the customer had a nail and you fixed it then you may have just gained a customer.

 

If the customer just wants a free quick service then you may have just became less attractive to him because there is a check in and out procedure.

  • Like 3
Link to comment
Share on other sites

Looks like another opportunity to sell, I mean the tires low for a reason right? just putting air in the tire could open you up legal issues, like the tire has a nail or glass in it they leave your shop with it like that and the tire blows out and kills someone, the owner of the car states he was just at your shop and you just filled it with "air" (if he's still alive). If he doesn't want it looked at or fixed send him on his way. Law or no law I'd rather deal with fighting the fine from the state than a blood thirsty ambulance chasing attorney.

Link to comment
Share on other sites

Looks like another opportunity to sell, I mean the tires low for a reason right? just putting air in the tire could open you up legal issues, like the tire has a nail or glass in it they leave your shop with it like that and the tire blows out and kills someone, the owner of the car states he was just at your shop and you just filled it with "air" (if he's still alive). If he doesn't want it looked at or fixed send him on his way. Law or no law I'd rather deal with fighting the fine from the state than a blood thirsty ambulance chasing attorney.

 

That's being a little to paranoid, an attorney would have to prove gross negligence on your part in order to have any type of case. If you aired up a tire, made a recommendation to put the spare on or replace the tire and the customer refused the service you have performed your duty. If you refused to air the tire despite being required to by law to do so you will would easily be held negligent as it fits the legal description perfectly.

 

As for an opportunity to sell, most of the time the tire is only down a few psi, just enough to set the TPMS light off, usually its because they went to a quick change oil place that never checked/adjusted and rotated the tires, that or its turning to winter and the weather is colder.

Link to comment
Share on other sites

Some folks are just testing you - looking for a reaction. Maybe they feel defensive about about needing your help. What does it hurt to say "Yes sir, somebody will take care of that right now"? You might make a friend for life. Kill them with kindness.

  • Like 2
Link to comment
Share on other sites

I've adopted a new policy because of this post and I want to thank usedtireshop. They pull up "I need air" now I respond no problem we'll get you right in and check your tires. Car goes on the lift. If they are all uniformly down a few psi we top them up, check the condition, take a look in at the brakes and suspension and out it goes. "No charge" and the customer feels like we care, we even got a tip yesterday. If something's wrong its a great opportunity to sell a tire, the car is already on the lift. Filling tires in the parking lot was a loser for us.

  • Like 3
Link to comment
Share on other sites

We are a small shop just around the corner from a 7-11 (convenience store) that sells gas and used to have a FREE air pump. Now, in the past year they have changed to a $1 charge for air, just pop in a dollar and the compressor runs long enough to top off all your tires. What has happened is that we now see all of the people who are to "thrifty" to spend a buck to top up their tires... Much as you describe they have a "I need air - serve me" attitude without so much as a thank you. I am seriously considering one of those self serve dollar a pop air compressors to put on the outside of the building and then inviting those people to "help them selves - it's right out there for you to use"

 

I find that people are becoming more and more demanding of service at no charge - like it is our responsibility to take care of their every whim.

 

Get real people! In the "old days" people had respect and common courteousy for those who would go out of their way to help them out.

 

I know, it sounds like a minor thing but when it pulls techs off of jobs and delays getting the work done for "paying clients" it really does get under your skin after a while.

 

Thanks for seeing this...

 

Curtis

  • Like 3
Link to comment
Share on other sites

We are a small shop just around the corner from a 7-11 (convenience store) that sells gas and used to have a FREE air pump. Now, in the past year they have changed to a $1 charge for air, just pop in a dollar and the compressor runs long enough to top off all your tires. What has happened is that we now see all of the people who are to "thrifty" to spend a buck to top up their tires... Much as you describe they have a "I need air - serve me" attitude without so much as a thank you. I am seriously considering one of those self serve dollar a pop air compressors to put on the outside of the building and then inviting those people to "help them selves - it's right out there for you to use"

 

I find that people are becoming more and more demanding of service at no charge - like it is our responsibility to take care of their every whim.

 

Get real people! In the "old days" people had respect and common courteousy for those who would go out of their way to help them out.

 

I know, it sounds like a minor thing but when it pulls techs off of jobs and delays getting the work done for "paying clients" it really does get under your skin after a while.

 

Thanks for seeing this...

 

Curtis

Myself and my husband love this post!!! Hit's so many points dead on!! Excellent reply!! Thanks, I've really enjoyed all the thoughts and some of the suggestions since starting this. Had no idea it was such a pain in the a$$ to other shops as well.

Link to comment
Share on other sites

 

That's being a little to paranoid, an attorney would have to prove gross negligence on your part in order to have any type of case. If you aired up a tire, made a recommendation to put the spare on or replace the tire and the customer refused the service you have performed your duty. If you refused to air the tire despite being required to by law to do so you will would easily be held negligent as it fits the legal description perfectly.

 

As for an opportunity to sell, most of the time the tire is only down a few psi, just enough to set the TPMS light off, usually its because they went to a quick change oil place that never checked/adjusted and rotated the tires, that or its turning to winter and the weather is colder.

Yes, maybe just a little paranoid, I see your point not filling the tire on that one too for sure. So it seems your damned if you do and damned if you don't and as things go when your work for yourself and as for the attorney proving negligence seems like anymore you have to prove your innocence and that could cost you 5-10k or more for your own attorney, yes I know i'm being paranoid, lol...

Link to comment
Share on other sites

I've adopted a new policy because of this post and I want to thank usedtireshop. They pull up "I need air" now I respond no problem we'll get you right in and check your tires. Car goes on the lift. If they are all uniformly down a few psi we top them up, check the condition, take a look in at the brakes and suspension and out it goes. "No charge" and the customer feels like we care, we even got a tip yesterday. If something's wrong its a great opportunity to sell a tire, the car is already on the lift. Filling tires in the parking lot was a loser for us.

 

Great job turning what appears at first glance to be a situation where it could seem like

the customer is trying to get over on you. And understanding it as an opportunity to get a new customer.

 

Adopting this new policy can add thousands to your bottom-line.

 

Think about it...

They're showing up at the door and you didn't have to spend hundreds of dollars in marketing

to get them there. That person now views your shop as the shop that cares and is trustworthy.

There's a really good chance when they need service or tires, they're going to think of you

because you took care of them.

 

And... if they're like most people... they're telling other people about how they were treated.

You taking care of them is like throwing a stone in the pond. You just don't know who they

know or how many people they will tell, about their experience with you and your shop.

  • 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 carmcapriotto
      Live from AAPEX 2022 with Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow, a NAPA AutoCare endorsed program. Jaron discusses the parallels between the health and automotive industry and educating your customers to be proactive, not reactive to car repairs. Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow Key Talking Points
      There are so many parallels between the healthcare industry and the automotive industry Switching from reactive to proactive maintenance   Processes that your team and you have in place and you can't execute those processes unless you have a solid digital vehicle inspection Customer experience- are you explaining your shop’s policy and procedure? The 300% rule on how we present the DVI. That's the policy Your responsibility is to that customer to let them know what's going on with their vehicle Repair Shop of Tomorrow, coaches, consultants, trainers and marketing. A tailored approach to each shop and help implement other NAPA programs that would be beneficial for them to grow. Like so many consumers, Jaron purchased his wife's leased car- how many customers are coming to your independent repair shop for the first time? How do you make them a client, not 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: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By ASOG Podcast
      Dealing with BAD Customer Service: How to Handle It When You Expand Your Business
    • By ASOG Podcast
      Did I Pay Too Much To Fix My Car?
    • By carmcapriotto
      Guest Host and Shop Tour with Marc Pons, Chapel Hill Tire, 10 locations, Chapel Hill, NC. Carm joins Marc and visits 2 of his shops while we were in North Carolina for the ASTE 2022 Show. Learn about leadership, branding and empowering your team.
      Marc Pons, Chapel Hills Tire, 10 Shops, Chapel Hill, Durham, Raleigh, and Apex, NC. Listen to Marc's previous episodes HERE
      Key Talking Points 
      Solar panels that accommodate the electricity Mobile car wash and detailing ASTA apprenticeship program Tires are only 20% of the business now- full service to our customers Branding- consistent throughout all locations Transparency- career paths defined and structured with pay plans for each position Peer accountability Leadership is empowering your people and setting them free  
      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 Joe Marconi
      A recent Auto Leap Survey revealed that 64% of shop owners are looking to retire in the next 10 years. (Link below to survey) 
      So, I want to take an informal survey of our  ASO members:
      How long have you been a Shop Owner? When do plan on retiring?   
       


  • Our Sponsors


Grammarly Writing Support


The #1 Writing Tool


Grammarly Writing Support

×
×
  • Create New...