spencersauto

If we identify the problem before the repairs we let the customer know there will be additional labor if we run into this issue, if we don't have any problems we don't bill for it. We also call and get additional labor time if it happens during the repair and additional time is needed. I would rather be over prepared than under bill.

We sell the parts and cost. Trusted technicians can use the shop after hours when clocked out as well.

I would post a review in response to theirs stating the facts. For example I would say we appreciate you trusting us with your vehicle and we are sorry to hear your experience wasn't as expected. We feel we met all your expectations by providing you with an estimate prior to the work being completing, we completed the work in the estimated time and we were unaware of any issues until reading your reviews. We would love to know how we could have made your experience with us better so please contact us at -------. 

We got a three star review from someone last week just because we couldn't align his vehicle because he had over sized wheels. Customer has never been in to get a true idea of what were about. Frustrating to say the least. 

2 hours ago, xrac said:

There is a local quick lube that is using a temp agent for staffing because they cannot find people. 

I may need to check on that option. Thanks! 

3 hours ago, Nataly Kartunova said:

Maybe it is time to stop doing lof.

Maybe it is time to start doing only  factory recommended , time and mileage based services.

Mark.

 

We are the only shop in town so removing from our services would be a disadvantage on our end. We've seen a large increase in sales since we added courtesy inspections to oil changes and repairs. If we don't do it some quick lube will and will also sell them the maintenance while they are there. 

We've been searching for a new lube technician since October and I am beginning to wonder if we will ever find someone. We have had at least 5 not show for an interview, a few that showed up late and the best one was doing a working interview and never came back. If this a preview of what we have to look forward to with this generation of up and coming individuals wanting to get into the autmotive industry, then we are doomed.

We have used unifirst since we opened in 2001. The only issue I've had is with the price increases. I've avoided significant increases by stating in my contract that there should be no increases during the contract term, also no automatic renewals. We use them for our pants, shorts, mop heads, and shop rags. I purchase dri fit shirts from queensboro.com and my employees are responsible for washing their own shirts.

10 hours ago, Sandyolivo said:

A 2008 Chevy Tahoe and it doesn’t need ball joints???? LOL!!!
Anyways, we pay our techs .2 for their inspections. However if the recommendations get sold, they get the repair.


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Ha ha! Didn't need them this visit, but we've done them. 

Bolt on technology

21 hours ago, spencersauto said:

Those shops doing courtesy inspections how much time are you paying your tech's to do the inspection? I've read on some forums anywhere from .30-.50. I am attaching a link to one of our courtesy inspections to give you an idea of what we check during our inspection process. Also, what do you pay the technicians for oil change & rotations each?

http://2un.me/1ibws

http://xoxocar.com/inspection.html?inspectionid=6bfa2706-b6e4-41ff-8f6d-163bc9a59d6f&sb=0

Those shops doing courtesy inspections how much time are you paying your tech's to do the inspection? I've read on some forums anywhere from .30-.50. I am attaching a link to one of our courtesy inspections to give you an idea of what we check during our inspection process. Also, what do you pay the technicians for oil change & rotations each?

http://2un.me/1ibws

14 minutes ago, MINI4U said:

I was reading QB also has a $20 monthly fee?

They told me that as well but I haven't been charged the fee. Also, I'm doing a rate review with them now for a lower fee. After three months you can request a review. We're processing around 40k a month.

6 minutes ago, xrac said:

How do you print your receipt. Is it a part of the invoice?

I print the invoice only. If they want a credit card receipt I will text or email it.

20 minutes ago, MINI4U said:

Thats a great deal! Do they also do debit?

No it's credit only.

The card reader is a one time $30 fee to purchase. I bought two just to have one as a backup, since they need to be charged about once a week. You use the reader on a tablet or your phone. I purchase a tablet on amazon for $130.00. No supplies needed, no paper-it's all digital.

We're using quick books go payment. It's 1.6% across the board-no tier pricing plus .25 cents a transactions and no hidden fees. Card reader cost me $30.00. 

Try amazon or queensboro.com

We buy our shirts from them. They have daily deals, I only buy when they are on sale. We have unifirst for our pants, shorts, rugs & rags. I have a contract with them, but I changed it that in order for my contract to stay valid there will be no rate increases until the contact end date. 

On 2/14/2018 at 2:23 PM, FNGJWS said:

I would have to have been VERY hungry to have tackled that one. 

Same here

DO you pay your techs for after hours training that they requested to go to? We paid for the training.

How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc?

my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God. 

Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.

10 minutes ago, mmotley said:

On a side note, how are you having technicians look up spark plug schedules? We've been trying to find a quick and easy way to look that up, but outside of looking through Identifix, we don't see many other options. 

We use mitchell. They have a maintenance schedule that is pretty simple to use. I just type in spark plugs and it shows the schedule.

What are you charging for tire rotations and brake inspections if brakes are not done?

We charge $16.00 for a rotation and a general brakes check for .50hr or $48.00

Is it just me that the customers are becoming more frustrating.....Yesterday we had a vehicle in for a warranty repair. During the repair the battery went dead and we had to put a replacement in to fnish testing. Customer declined replacing the battery and of course when he came to pick it up it had to be jumped off. This morning he came back and wanted us to test the battery again because he didn't have any problems this morning. He then tells me he just wanted to check before he went to Sam's to purchase a battery himself. I have to admit I wanted to tell him we've checked it twice, jumped you off once, and had to put a spare in just so we could work on your car-have sam's check it if that's who you're buying the battery from.

Another frustration here lately and I know it just comes with the territory is courtesy inspections. We ask before we do them, spend 30 minutes to an hour checking them out and then they don't want to buy anything. How do we can handle this? I don't want to be wasting time checking cars out if they don't have any interest in fixing them.

Here's an example of our courtesy inspection: http://autoinsight.info/inspection.aspx?inspectionid=744ea18a-99f5-4d62-ad67-077fb3c7e346&t=classic&sb=def

We are using go payment from quick books. 1.6%, 25cents per transaction and 19.95 per month. No hidden fees, deposits within two days and fees are dedcuted at same time as deposit.

Thanks for all the comments and advice. We decided to give him two days off for the insubordination and told him if he wanted to continue to be apart of our team come back Monday with a new attitude ready to follow our policies and procedures. We also told him with the fresh start he would need to take a drug test to return. He quit on the spot after telling him that. Guess everything happens for a reason.