Quantcast
Jump to content


    • You can post now and register later. Already registered? sign in now to post with your account.
    • ×   Pasted as rich text.   Paste as plain text instead

        Only 75 emoji are allowed.

      ×   Your link has been automatically embedded.   Display as a link instead

      ×   Your previous content has been restored.   Clear editor

      ×   You cannot paste images directly. Upload or insert images from URL.


      Once you submit your question, a new topic will be created for you in our forums. Our moderators may move your topic to a more suitable forum category if one exists. Members will see your topic and be able to respond to your question.

    • This will not be shown to other users.
Jimbob661

I need to vent!

Recommended Posts

Ok guys, I just need to vent . Had a customer come in Monday with a Suburban needing a state inspection. Turns out, he has no brake lights and so he leaves it to have us look at it. Later on that day, my tech does the nessasary testing and so forth and determines he needs a multi-function switch. My SA makes a quote and calls his house and talks with his wife and gives her the quote. She says she will relay the info to her husband and get back to us. By now, it's close to closing time, so I'm not expecting to hear back from him today. I leave the shop and stop at a local national-chain parts store to pick- up some hose we will be needing first thing in the morning. Now this store is one we never have dealt with much over the years for various reasons, but their outside sales rep has been coming by a lot over the past several months trying to drum up business. So I've been warming up to them and "testing the waters" so to speak. I get out of my truck and run into, you guessed it, the owner of the Suburban! He tells me that he just can't afford the price we quoted him and he felt it was just to much. I talked to him about how we used only quality parts and insure trouble free operation and such, trying to build some value, but he keeps insisting that he feels it is too much. I told him I understand how he felt and if he refused the repairs, all he owed was a testing fee. Then he asks if he supplied the part, how much would I charge him to install it. I told him what the labor would be and that there would be no warranty. He agreed and handed me a new switch from said national-chain parts store and said to call him when it was ready. Then he said, " I know your in business and such, but your price for the switch is just too much. It only cost $162.00! " This is the part that ticks me off. My cost from the same part store is $184.90. That's right, they sold it to a guy off the street for less than I could get it for. I'm sorry, but if you want more of my business, this is not the way to do it. I'm cooling off some before I say anything. Should I take it up with the store manager, the sales rep, or call the owner of the company? :angry:

  • Like 1

Share this post


Link to post
Share on other sites


We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

  • Like 1

Share this post


Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

  • Like 1

Share this post


Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

  • Like 1

Share this post


Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

Share this post


Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

Edited by _2080

Share this post


Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

  • Like 1

Share this post


Link to post
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

  • Similar Topics

    • By Joe Marconi
      We all know the expression, "The Customer is always right." But is that really true?
      The other day a customer walked over to my tech and starting to scream at him for failing the NY State annual inspection. 
      I intervened and told the customer to stop and get away from my employee. I also told him that I would not tolerate anyone yelling and screaming at one of my employees. 
      Should I have been more "reserved" and try to defuse the situation?  Should I have "politely" listened to the customer's issue?
      Have you been in this position and what would you do? 
       
       
    • By flacvabeach
      Virginia's Governor in his 2020 budget proposal has included elimination of the state's vehicle safety inspection program.  In addition, a state legislator has introduced a bill doing the same.  I serve on the board of the Virginia Automotive Association, a group of over 200 independent shops who have banded together to lobby in the interests of our industry. VAA has ponied up a a $25000 increase in the lobbying budget to fight the move.   As a shop owner, I have mixed emotions on the subject, but if I were gambling I would bet that the program will go away.   On one hand, it's kind of nice that the state's motorists are forced to bring their cars to a shop once a year, giving us an opportunity to make them life-long customers. Also, it has created a cadre of technicians in the state who have been vetted and background checked by the state police.   On the other hand, there are a litany of negatives inluding  customer resentment, anger when their vehicle fails, uneven management by the state police who oversee the program due to limited resources.  Some shops are "by the book" while others are "sticker mills" who will pass anything.  Unfortunately, VAA and others have been unable to produce hard statistics that show that the program .makes a difference in highway safety.  The big studies I have found blame driver error for the majority of accidents.  What is ironic is that just this year VAA won a long battle to get the inspection fee raised from 16 to 20 dollars.   The legislature convenes in January to enact laws that will take effect in June.
      I would like to hear how other Virginia shop owners feel and I would like to hear from other states that have witnessed termination of these programs.
      Mark Anderton
       
    • By HarrytheCarGeek
      Any of you have seen this deal from Mavis?
      Talk about doing the desperate thing to bring people in through the door.

      https://www.mavistire.com/?kmas=1&kmca=91770970572
    • By Joe Marconi
      We all survive by and need healthy car counts. That's a given. But all too often I see auto repair shops with "steady" but not "growing" car counts, but with new customers coming in each week.
      So, the question is, "If a shop has steady car counts and has new customers each week, then why are car counts not growing?"  
      This is a topic that's complicated for a post but here are a few things to consider:
      Is your marketing attracting the right customer that matches your key profile customer? If not, the wrong customer may be a one-timer and that does not help your car count.  Or, if you are promoting too much discounting, you may be attracting the wrong customer, and that's not a long-term strategy either.  Are you making every effort to WOW all new customers and create an amazing experience that gives the new customer a compelling reason to return? All too often we are too transactional and don't spend enough time establishing relationships.  Make every effort to spend time with each customer and ESPECIALLY with first time customers. Its the relationship not salesmanship that builds a company! Are you booking your customer’s next vehicle appointment?  Please don’t tell me this does not work. It does!  Hairdressers do it, doctors do it, dentists do it, nail salons do it. My chimney cleaning service company evens books the next chimney cleaning!  If you are not booking your customer’s next visit, trust me, someone else will. I hope this makes sense. What are your thoughts? 
    • By tasr
      I'm looking at opening an auto repair shop with a partner who is the mechanic and possibly another mechanic. I will be the sole investor in the venture never before been in the auto rapair shop business. I will most likely manage the whole thing. I need lots of help.
       
      How are mechanics paid?
      How do I pay myself and recoup my investment?
      Shop management software? Looked at MaxxTraxx, Alldatapro.
      What types of insurance must I carry?
       
      I've found a nice place with three bays to rent but will need to install lifts. Should I shop used or new?
      Etc etc etc.
       
      Thanks for any help you can offer.


  • AutoShopOwner Sponsors



×
×
  • Create New...