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RobMax last won the day on December 2 2013

RobMax had the most liked content!

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About RobMax

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    Occasional Poster

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  • Business Name
  • Business Address
    British Columbia 6, Vernon, British Columbia, v1t1x4, Canada
  • Type of Business
    Auto Repair
  • Your Current Position
  • Automotive Franchise
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  • Certifications
    Licensed Auto Repair Technician, BEd Technology Education (Auto Repair, Electronics, Computer programming)

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  1. RobMax


  2. Charging for parts or items that the customer can see is much different than charging for supplies the customer can't see or understand the need for. RyanGMW has got the right idea. I don't see any problem in charging for wheel weights as they are something the customer can see and understand why they are needed. Explain all you want but shops need to understand that customers don't talk your language or understand what you do. You can waste a lot of time explaining invoices and people will nod their head and still walk away feeling gouged. I tell shop owners all the time to take their "t
  3. After 10+ years of monitoring auto shop reviews add-on fees are in the top three of customer complaints. No matter how you justify generic, unspecific fees I feel they are bad business practice. Your customers may not be complaining to your face about your add-on fees, but these fees cause what I call customer relationship "rot". Add-on fees are little annoyances that most customers won't question but they accumulate over time and silently undermine customer trust and loyalty. This makes your customers more prone to customer defection. And customer loss is a HUGE cost to your busines
  4. I have always been puzzled by shops that use discount marketing and then complain about type of customer it attracts... If you advertise $19 oil change and then get frustrated by not being able to sell other services you should be reevaluating your marketing. How you present yourself is what is attracting those people. By careful when selecting advertising. Marketing sales people will always push discount advertising since it is easy to sell, easy to create, and, unfortunately, what many small business owners default to. Good marketing takes thought, planning, and careful selection.
  5. At the risk of high-jacking this topic I'll comment on this. But employee pay and shop rates are definitely related. As long as your customers are willing to pay top prices... in some towns/cities there are not enough of those customers to support a first class 'white glove' shop. I have seen first class shops fail because there weren't enough customers who wanted, or could afford, that level of service and pricing. To charge top dollar you have to pay top dollar wages to provide that high quality of service. Any business who charges more than their competitors for same level of serv
  6. I'll confirm most of what Danny at Autoshop Solutions says. The problem is business owners who don't have experience with websites, usually those who have started a new business, expect "instant" return on their website spend. They also don't realize the amount of time and cost it takes to generate the quality website content now required to achieve good organic search position. Especially if shop is in big city or has lots of aggressive online competition. Google has hinted for many years that they suppress search position of new website/domain for a period of time. They place a 'handica
  7. Yelp is VERY regional in how it works. Tends to be used by a younger, urban crowd. University and College towns usually have greater number of active users. If that is your market, both location and demographic, then it MIGHT work. IF it works it can be good producer. And you don't need a paid listing or paid ads. A well optimized free listing can work almost as well as paid listing. Like any online advertising it only works IF people are actively looking for your services/products in your area. I know a couple shops in medium sized, eastern university towns that get a solid 30 - 60 payin
  8. Ignoring the outright price shoppers, price enquiries indicate a lack of information about your business. People ask price because they don't know what makes you different from your competitors. If people are phoning strictly for price it usually indicates a big problem with your marketing. They can't find the info they need so they ask for a price to base their decision on. However, refusing to give estimates and pricing just slams the door in their face. Customers want four pieces of information about your business: service level or quality (how you treat them), workmanship (quality of
  9. The commedian Ron White has a great skit on his experience with a wheel falling off after having new tires installed on his van. Here is a link to short Youtube video and article about service failures and what companies should do if it does happen... http://robertmaxim.com/auto-repair-marketing/731-social-networking-is-forever.htm
  10. Interesting that none of them use modern responsive design for mobile. Some sites use separate single page mobile "site" but this is getting to be a very dated method. Also really limits the info about your company available for mobile users. Modern fast cell networks and much faster mobile units makes striped down mobile only websites largely obsolete now. Most sites "look" good at first glance but many lack quality content that truely differentiates them from their competition. Be interesting to see analytics for how these sites actually work at converting prospects into paying customers
  11. Joe, Business differentiation would not be something my marketing performance system would do. Differentiation is a totally separate process. Differentiation is part of the branding of a business and is used in marketing to make a business standout from their competition. A shop needs to differentiate itself before creating an ad (you need to know who you are before you can effectively tell someone else about yourself). A marketing performance system such as I am proposing measures what happens after an ad is published. It would not “make” the ad. Although differentiating a busi
  12. Thanks for your thoughts Jeff! From what I have seen manual advertising tracking may work for a small, hands-on shop owner who has the time and knowledge to do everything. But manual tracking is not really practical for a busy shop. Usually it starts with good intention but gets forgotten about very quickly. If I am not mistaken Mitchell only tracks what is manually entered through keyboard. Someone must collect the advertising response data from customers, who may not remember which and where they saw your ad, or unwilling to provide info, then they must decide (know) what data to ent
  13. So true. Too many shops want to focus on "what" they do and "tools/skills" they have (too much a technician and not enough businessman). Average vehicle owner doesn't know about, or care about, that stuff. Shop owners need to think like a customer: I have a problem, how are you going to help me (what benefit do you offer me); You are an auto repair shop so you should have tools and skills to fix them (duh!). I want to know about people who work there and how you treat people. Studies have shown that consumers are more concerned with accountability than friendliness of service provider... (tr
  14. This post is a follow up on “Can Anyone Truly Measure Advertising” post started by Joe Marconi, October 23, 2007 I am working on a marketing tool and looking for some feedback. Basically seeking suggestions and a “want” list for a tool that measures and shows what advertising actually works (and how to squeeze maximum return from your marketing dollars). Your feedback or thoughts much appreciated. One of the most difficult parts of any marketing is finding out what advertisement works. There is an old joke that only 50% of advertising works – the tough part is figuring out WHICH 50% is
  15. An old thread but worth while adding some information that might help someone. Manual tracking is very error prone and inaccurate. Customers forget where they noticed you and employees forget to ask when busy. Try to automate as much as possible to get the best data. One way to track new internet customers is with phone tracking numbers. They are very reasonable for the extremely accurate data they provide. Use a different local number for each website or online ad people can contact you from. Only caution is to not use a hard (text number) tracking number on your main website. The tra

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