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  • Similar Forum Topics

    • DREW TECH RAP

      How many of you flash computers?  We do and it has been a headache sometimes.  There is a new program, or at least I just heard of it, Drew Technologies RAP.  It is a kit that you pay a monthly fee.  It has everything you need, including the battery tender.  Then you pay $125.00 per flash.  If there is a problem, they take care of it.  My question is, If you have this equipment, how do you like it. and what do you charge the customer.  Of course, it will now be in house.  We have always charged like a fee for the flash and a hour of labor.  Thank you for your information.

      By DUFRESNES, in Automotive Shop Tools & Equipment

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    • The person answering your phone may be killing your repair shop

      A few weeks back I had a problem with my refrigerator.  I got a referral and called an appliance repair company. I called three times and each time I called this is what happened: "C and E appliance, please hold."  I was put on hold three times for about 5 minutes. After being put on hold each time, a women would say, "What's the problem?"  No engagement, no sign of interest for me the customer, no signs of caring.  I gave the women a brief description of the problem and each time she told me someone would call me back.  Well, no one did. So, I called for the 4th time, and as the person answered the phone I said, "DO NOT PUT ME ON HOLD."  There was silence, so I continued.  I explained to her that she has spoken to me three times,  I left messages three times and three times you told me that someone would call me back.  She replied,  "You are talking to the wrong person, if you have any complaints, write a letter to my boss, after all he won't listen to me anyway."  I hung up the phone and called another company. The lesson and takeaway here is simple: Who's answering your phone?  The wrong people on the phone in your shop can kill your business.  Have meetings with your people. Make sure you review your phone skills policy. If you don't have one, create one.  Empower your people to people to handle issues. And make sure you log every phone call. If you feel you have a problem, start recording phone calls.  Your phone is your lifeline to future business.  So, please ask yourself....Who's answering your phone?   

      By Joe Marconi, in Joe’s Business Tips For Shop Owners

        
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    • Dealing with family & friends?

      This has kind of been a hot topic here lately...how do you guys deal with family and friends? I am trying to run a business, as are the rest of you, how do you deal with people wanting "friend discounts" or family not paying their bills. It seems I try and separate business and personal relationships and in the process end up being the "bad guy". How do you deal with close friends as customers and try to give them a deal but not go out of business by them expecting it every time? Do you just not do business with family or friends?

      By PARKSINDUST, in Auto Repair Shop Management Help? Post Here!

        
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    • UNDERSTANDING THE NEW GENERATION OF CUSTOMERS

      Take a look at this short video on marketing to the new generation. You may find it very interesting ! https://www.concentrix.com/resource/video/we-are-not-all-broke/

      By Stevens Automotive Service, in General Automotive Discussion

        
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    • Dealing with an insurance company as a non DRP

      Hey guys and gals (if i'm not the only gal on here lol)! I have a questions for the other shop owners or estimators on the forum. Lately i've been dealing with a lot of headaches from insurance companies dragging their feet because we are not a "preferred" shop on their network. This one in particular that i'm dealing with is just driving me nuts. Breakdown of the ordeal: Customer dropped off their vehicle on 2/11/17 which was a Saturday. I called their insurance to notify them of the drop off the same day. Got ahold of someone on the 14th on when they could send someone out to inspect. Was instructed to write up my own estimate and take photos and submit it to their claim email and that because we are not a "preferred" shop, it could take 7-10 days for review. That was completed the same day (14th). I've followed up with them on the 16th to confirm the estimate and photos were received. Adjuster said that it didnt look like it was so I forwarded it over to her. I sent photos via a google drive link that allows others to view the photos. She said she was having issues so I just sent them as attachments. Finally worked for her and said it was forwarded to the person set to review... this was on the 16th. Yesterday, I emailed to check for status and was told that the person reviewing cannot see the pictures. This had me fuming. WHY was I not contacted back on the 16th or the 17th stating that? Why did I only hear it when I reached out. I resent photos, adjuster confirmed she received them and had forwarded them over again. Hours later asked if she had a confirmation that the reviewer was able to view and received a "well she hasnt contacted me back so that would mean that there isnt any issue..." if thats the truth then did she not send an email back on the 16th saying she couldnt view them? And if she did, why did I only find out on the 23rd when I reached out??!! I emailed a lengthy stern email requesting the reviewers info and the adjusters supervisors info... here we are 22 hours later, no reply. So after all that.... i'm afraid that it will still take another 7-10 days to review and another 7-10 for payment. My question here is, am I entitled to any storage fees because of their lack of concern and being put on the back burner because we arent a DRP shop of theirs? The customer is very patient but I am not. Especially when I hear the insurance adjuster straight out tell me, "oh you arent our preferred shop? its going to take longer then"... talk about steering tactics. Anyone have any words of wisdom on what I can do at this point? Am I in the right to request storage? Is there any law that I can cite to make them straighten up? I am in southern California if that helps. Thanks in advance!!!

      By Chucks Creations Autobody, in Auto Repair Shop Management Help? Post Here!

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