nmikmik

Lot's of variables go into lease making it somewhat unique for everyone. Not sure what does the sales tax doing in the lease, but again, different state different terms. Looks like you are starting from the scratch, was there a similar business there previously? If it's a good location, why it failed? would be my first question... Do you have a business plan and does that include $10k a month? Not knowing your market it's impossible to say if it's a good deal, but I'd be inclined on getting another opinion on $4 a sq ft. Call someone else witha similar listing and see if the price is similar.

Thank you Joe, Is there any bigger "bully pulpit" than this forum where we can voice our industry pain to actually get us heard? I suspect that manufacturers are listening to the shareholders and the bean-counters but not us. It's the proverbial "Risk Management" that replaced all common sense in today's society imo. We all saw it started small with just a comeback here and there, then it kept increasing and became "industry standard". We complained and complained and kept buying parts, not like we have a choice right? I guarantee you, that every parts manufacturer has the exactly dialed number at what point they see customer (us) defection, how soon they get a replacement and what affect it has on the bottom line. How it effects our bottom line, safety and the well been of our customer is their least concern. Please let us know if you are aware of any trade publications or any other forums where we can voice our discontent with the industry and finally get through them. If they push us out of business, and they sure doing a good job at that, they will have only dealers to sell their crappy parts to.

Sorry to hear that Seems like you have one bad apple and it is spoiling your batch. If the person lived to "ripe age" and have not learned how to play with others, or learned bad habits that he/she can't live without - time to let her go. Just think of it this way, you actually negatively affecting the lives of your other employees by keeping her around out of pity. No real benefit to her and harm to others, including you and your business.

I never even went any further than the page I posted, I am not a dealer and probably never will be, so was not interested in costs. Just the couple of things I mentioned before caught my attention, that's all.

There is no separate link (that I know of) to the video itself Wes, I just clicked on the video in the middle of the page (that says ADR Service Edge) and it started playing. See if this link works better http://www.adpdealerservices.com/en/solutions/fixed-ops/service-department/adp-service-edge.aspx

I was struggling to find the right forum to post, so please feel free to move to the appropriate column if you wish. Was looking for another management software and ran across this, specifically dealer targeted, system. http://www.adpdealerservices.com/en/solutions/fixed-ops/service-department/adp-service-edge.aspx For those who worked at the dealer before, it is probably not news, but to me it was. I realize that they have to sell their system to the dealer, just like AllData or whoever is selling theirs to us. But, please click on the video and see how they approach the customer experience process as a long term commitment. We are constantly talking about it here on the forum, but are we really giving our 100% commitment to each and every one of them? If we are to beat the dealer at their game, we must see what they are doing and how to tweak our business accordingly. At 02:04 of the video you will notice the word I love to hate - UPSELL http://www.businessdictionary.com/definition/upselling.html I just wish more of our customers can see what the dealer is really interested in. See 02:22 No, I am not into dealer bashing and actually believe there is plenty of decent dealerships out there that have customer benefit in mind and would treat them right. On other hand, there is plenty of them that don't and that's where majority of our business will come from.

PJ, the same guys (that AutoFantic suggested) actually are all over the place and the following combo has free shipping http://equiptool.com/i-365610-tiger-model-tc-530-tire-changer-twb-1030-wheel-balancer-combo.html

I have never used one myself, but here is a pretty extensive review from the actual user/customer. http://www.355nation.net/forum/reviews/16385-review-hunter-gsp9700-road-force-wheel-balancing.html The problem for me is the cost, from what i have seen, around $10k more (new) than a regular Hunter balancer You'd have to put lots of tires through it at reasonably inflated price per balance, to make it worth the money imo. Now I understand why AutoFantic considers this to be a good deal: "If you are willing to pay for shipping, this is a good deal on this unit. http://losangeles.craigslist.org/sfv/tld/4075179435.html I have seen several of his products that he refurbishes... He also has a 30 day warranty."

mmotley, "You said direct mail is the lowest rate of return type of marketing." I probably should have said "lowest rate of response" type of marketing. It can be very effective on the long run, but is very costly per acquired and retained customer. It also requires a lot of knowledge and finesse to make it work right. "You would substitute a car clinic & email blast in place of mail outs? Anything else, or are those 2 means of advertising enough to substitute direct mail?" I can't and won't speak in such general terms as far the marketing goes. Although for the best bang for my buck, yes I would. If you are set on the direct mail, I'd call it your brand recognition rather than immediate "drum up some business" tool. You (and any one of us) would need to experiment, monitor and adjust based on the results. I know it sounds boring, but no "gut feeling" IMO can tell you what you need to do in your business. There is multitude of variables in each business making it fairly unique and "comb all the same" approach is close to impossible. Franchises try to apply general rules to each location, but i bet there is still plenty of differences between each shop.

I thought there was a law for that: http://www.anvari.org/fortune/Laws/275_drews-law-of-professional-practice-the-client-who-pays-you-the-least-complains-the-most.html

What about subletting to Savannah Tire? (or those are the ones that didn't want to play?) I don't like the used stuff either, but for the price you are looking to pay for the new one, how many tires you need to do in order to brake even? Some of the new machines are not much better (and sometimes worst) than a good used one. The only benefit you get is the warranty and it will depend on the supplier on how easy it will be to get service.

Isn't it kind of illegal? To leave the review for a business that you have never been to? I think there is a law suit, going on right now against the companies placing reviews randomly. I am not planning on listening to everyone's c*ap just because they may be from Google. Thanks for the heads-up though Wes

If it makes you feel any better: a. It is their job to call, when they call, they know there is going to be a very small percentage of "conversions" i.e. people that are willingly going to talk to them. In a way, you are doing them a favor by hanging up immediately, so they can switch to the next call and don't waste any time with you - someone that is never going to buy in whatever they are selling. b. In our business (i suspect even more than most other business) "Time is money", I know it sounds and is a cliche, but really.... How many times you are leaving for the day and say to yourself "Darn it, if I just had another 30-45 minutes today". When you hire a receptionist and the service writer it will be their responsibility to hang up, so you won't even have to worry about that c. As far as outsourcing goes (bugs the hibigeebies of me as well), as soon as I hear the accent, I just say "Sorry don't speak English" with a very thick accent, luckily not that hard for me to produce hehe

The sad or/and funny thing is, she may come back with a broken seat in a couple of month again. But I definitely agree with Xrac, or if I my add to his statement my personal observation. Most likely your best/most paying customer = less complaining, happy, referring customer your least paying, most given attention to and white gloved customer = most complaining, never could be pleased customer. Please note, i am not advocating neglecting or mistreating the customer, the above is just another cost of doing business imo.

I'd say, "What would the dealer do?" At least think like that. Do you think the dealer would be messing with a special tap for the customer? Would he just replace the manifold or weld a bung? Take your average price percentage (for similar repairs) relative to dealer's and apply to this job. Then, when he is picking up, make sure he knows you have charged him much less than you could and ask for yelp review

whatever Xrac says, it's a fine line between been providing high level of customer service and been so helpful they feel you are desperate. Only you (and us) may know how desperate you are, the rest you must fake it till you make it Shuttle service in your case is probably the most you should do, but there is a possibility you have already somewhat spoiled them

no doubt, do you have any kind of email list ? Do a car clinic on a weekend and offer your clients to invite someone they feel would benefit. If you make a point of making a friend rather than making a sale, the sales will come themselves. If you try selling and upselling you will become just like any other rat hole place, I am sure you got those around. Try offering some kind of incentive (does not have to be monetary) for giving you reviews on social media sites, that would be the biggest bang for your buck marketing.

Sorry to hear this because raising the car count without increasing ARO is the most painful way of forcing yourself out of business. On top of that, direct mail is considered to be the lowest rate of return type of marketing. Are you a one man shop?

I suspect that new generation will have no other choice, but to use our services. Even if someone drives and services the car at the dealer for the first 2-3 whatever years, eventually that vehicle has to be "used car lot" retired. I don't think that anyone has figured out the way to make the cars disposable, at least not yet. American public grew up with the notion of a car been a necessary and somewhat luxury item. Those kids are car-less until they find a job further away from the parent's basement, get married and have children. They travel by iPhone because they don't need much of a real travel, when they do, they will have to get a transportation; either a car or use the public transportation. In order to make the public transport usable and efficient they would have to elect into office people that can (and are willing to) make a difference and we know from the past data how high is the chance of that

I thought about what you have said and agree, or at least know exactly how you feel NC. Just imagine two scenarios, your client is going around (i know he won't, but we are imagining) and telling all the people that he knows, that he got the best - no cheapest, possible deal from you that was ever possible and so proud of it that he can't contain himself. At the same time he is telling everyone that although he got a great deal, he was treated poorly, was lied to and got an ATF in the brake fluid. Another scenario, the same guy is going around, telling everyone that he probably paid the highest price for the same type of service, but got treated with respect, has now the best possible warranty and feels his car could not possibly perform any better. Which hypothetical scenario would you prefer? I know (from personal experience) that a 100% customer satisfaction is only a goal, not a possibility or a reality and price satisfaction is a relatively a small aspect of the total satisfaction.

Thank you!

Thank you Joe & not surprising that dealer uses three most used "catchall" to bring the customer in. I suspect we all know they will never make any money at these prices, nor will we. Nor, I am afraid, they will price themselves out of business because they will "upsell" a jibijibies (technical term) out all and any customer as soon as he comes in for $9.99. They also, unlike most of us, have multiple streams of income. So, even if they loose the service income for a few month, that I doubt they will, bust still, they have the used cars to "keep them afloat". I also suspect that many shops will end up lowering their prices because people see something like that and in panic, the first "logical" thing that comes to mind is "Oh (*&%*&% I've got to follow the lead" I'd be willing to put up a little comparison chart on my website (when I have one ) to run a comparison what will it cost the customer "on the bottom line" after a simple repair (in addition to any one of those services) and compare the value they will get from me compare to the dealer. Value selling is not easy, that's why they call it selling and not "giving away" services....

i think it's in his signature

Thank you!

In which way are you rethinking? Did you offer him to stay right over your head and watch you every move while you diagnosing that intermittent? I wonder what line of business is he in. The doctor would spend 15 minutes (maybe) just chatting with you, charge the insurance company whatever they are willing to pay him and write a guesstimate prescription of whatever you told him your symptoms are. Would you customer prefer that approach? whatever the Phynny and Xrack say