CAautogroup

Hello all, I would like some feedback as to how other shops would handle this matter. We have noticed quite a few vehicles coming in with repairs that also have other severe problems- vcg leaking, torn up belts, pads almost metal to metal. It is our policy not to allow customers in the work area at all, and it is strickly enforced due to an incident in the past. My question being, if you see something as noted above (or even a dent/scratches), do you take any further steps besides documentation on the work order? ie pictures and save it to the account to prevent any future problems? We currently write it on the RO with a "refused" next to it for problems and mark the areas were dents/scratches are on the vehicle. We really like the idea of pictures, but it also involves time and money. Yes, we try to sell these items as it relates to the safety factor, but some customers just do not seem to grasp the concept and accept the vehicle as is. Thanks for your thoughts and opinions in advance. -Nick

what about for alignments?

We handle it pretty much the same way as you described. Best of luck!

Thanks for the information everyone!

Hello all, What is your procedure for customers signing in or checking in? Do you have a sheet for all customers to right there information (somewhat of a doctors office style) or just greet and immediately begin service? Thanks for your thoughts and opinions in advance.

Great forum! We have had encountered this in the past as well. Customer came in for a quote on plugs for an Expedition. Quoted her a total amount. The first word out of her mouth was "Wow!" I immediately thought to myself, heres another one of those customers . She then gave me a long talk of how the auto parts store down the street said the parts were only X amount. At that point, I kindly told her heres our number, feel free to call and make an appointment. I proceeded to attend to my other customers who do not question price or compare us to part stores. In regards to pricing customer supplied parts, we upcharge our labor to make up for the loss in parts (which is usually the amount we upcharged on the parts). We also document accordingly that the customer supplied the part and there is no warranty. One thing I have learned the hard way it is NOT WORTH the overall headache of customer supplied parts. I would definately speak with your sales manager for the local auto parts stores. In our area our pricing is based off of tiers- which depend on how much you spend a week or month.

Anyone else encounter this problem? I get the feeling as of though when I am out of the shop or "trying" to take a day off, the techs and mechanics seem to not act the same and relay different information to customers than when I am personally there. My manager does not seem like the type of person to push people to work when i am not there, but does when I am. Wait times for diagnostics are quoted longer, customers wait longer and many just leave since we "don't have the parts" yet we usually just order them from a local parts store when I am there. Cell phone use has also sky rocketed which I cannot stand! How would you handle this? I appreciate all your thoughts and opinions in advance. Thanks!

I know an auto repair shop in Colorado while on vacation, and they charged about a dollar for all 4 tires to be checked. I figured it is about the same to physically check it myself at a gas station and pay for it. I rather have a knowledgable person do it.

Hello all, I would like some input from other automotive repair shops in regards to alignment procedures. When a customer requests an alignment how do you handle it? Do you ask questions such as "is it veering/pulling/shaking, how are the tires,etc? or have them fill out a questionaire of what their primary complaint is. Would it be a good idead to test drive the vehicle before and after an alignment? Do you also do a suspension/steering inspection prior to the alignment? If you were to find something wrong, ie tie rods bad do you charge for a diagnostic or just proceed with the alignment and make the necessary recommendation service notes? Any input would be much appreciated it as we are trying to expand our business with alignment services. Thank you and happy holidays!

Very funny! I will gladly forward this to my colleagues. Thanks for the post!

Hello all, Do you provide "Price sheets/menus" for customers? We are constantly providing pricing to customers, writing them down on tickets/business cards. We thought it would be a good idea to create some sort of price sheet with our most popular services- oil changes, fluid flushes, tire services, etc just as a reference for customers instead of taking the time to write out one by one. This would not include actual repairs such as tune ups, brakes, etc. Any thoughts or additional ideas? We understand that pricing varies from vehicle to vehicle as well as fluid capacity and type, though we would make some kind of notation **. Thanks in advance for your thoughts and opinions!

The customer simply questioned why we "finished the job too fast" compared to what we charged him.

Hello all, We recently had a customer question the amount of hours charged to install a part. The customer insisted that we follow what the "book" calls for and nothing more. When we tried to explain to the customer that the book is not always 100% correct on labor hours. He then questioned our expertise in the field stating that he has a "bunch of amateurs working on his vehicle". Wow, really? Its somewhat unpredictable if a bolt will break off, needs to be retread/retapped,or any additional parts that need to be replaced. How would you handle a customer like this?

We encounter the same problem, I guess it is somewhat inevitable in this type of business. We simply ask the customer to bring the vehicle in and we can give the price when the vehicle is here. That way we have all the information at hand (motor size, VIN #, etc). That in itself will designate a worthwhile customer.

As far as I can recall, you must first send the customer 3 certified letters to prove that you have attempted to contact them. If for any reason you do not have their address go to the tax office and pay the fee to obtain it. After that, it's just a matter of paper work, title transfers, payment, and you can sell/keep the vehicle once it's all finalized.

I would like some input from other shop / quick lube owners as to what kind of promotional/marketing products they offer and if it truly does help as a form of advertisement. We are currently in the process of ordering pens, notepads, bags, etc with our name and phone number on it and hope to obtain future business down the road. Have any of you had good outcomes or would recommend another form of promotional/marketing material? We already have a website and various social media accounts. Thanks in advance for your thoughts and opinions.

Thanks for the response. We don't want any problems down the line for not "informing" customers. We are trying not to loose the business, but sometimes it is better to protect ourselves then pocket the profit from an oil change.

Hello all, We are currently expanding our oil & lube business due to high demand. With the current oil specifications from manufacturers (toyota & honda 0w20 weight, gm & chevy- dexos, bmw & mercedes-full synthetic), how do you handle a customer who insists on putting a lower grade oil (conventional or "the cheapest one" since "oil is oil")? Would you deny the service to the customer all together to avoid any liability in the long run? Have the customer sign a waiver that they are essentially voiding their vehicles warranty and you are not responsible? Make a short note on the invoice? Thanks for your thoughts and opinions in advance.

Hello all, As a full service automotive repair shop, we constantly get calls for estimates/quotes. Some of which right when the price is said, we just get an "okay, bye." or "wow". We are thinking of telling customers when they call and ask for estimates to refer to our website, fill our a brief form, and we will send the estimate or call them back. What are your thoughts and opinions? Hopefully, if a customer is willing to take the time to do so, they are a customer we would actually want for our business. Please let me know if you would happen to agree, or if you have an alternative way to handle this situation of price shoppers taking too much of our techs/workers time. Thanks.

Hello all, How do you handle your shop when work is slow? We have guys that sit around, talk and play on their phones, surf the internet, etc and to be honest, it frustrates me cause i am essentially paying them while they are doing it (we pay by the hour). Should i send some guys home early? Thanks in advance.

I too agree your guys handled it great. Did you just note on the workorder that he declined the diagnosis or did he sign a waiver?

We have the same problem at our shop. Have our phone shoppers keeping us busy all day with estimates. We also have several customers insisting on bringing in their own parts, and yet they still cry about the labor price. We are thinking of adding a page to our website for estimates. When customer calls, we ask that they go online and fill out the estimate request form. I feel as of though this will set apart true customers and those who only care about the price. Taking an extra minute or two to will out a form is nothing compared to having the customer hold on the phone, keeping your lines busy, and even your staff during rush hours. Any thoughts or opinions regarding this approach? Or has anyone used this idea, if so what were the results?

Seem to be having a problem with our mechanics in going beyond the alloted diagnostic time we are charging. For example, customer brought in vehicle complaining of engine noise. Charged 1 hr diagnostic time upfront. Told mechanic to start off with basics . Mechanic returned an 1hr later and requested to remove cover to look at timing components (Much more labor & parts involved than initially anticipated) and look at other systems of the vehicle. How would you handle this situtation? Seems to be a reptitive problem, and I feel we are investing too much time in a diagnostic and might scare away customers with diagnostic time, and ultimately not getting the job. Thanks for your thoughts and opinions in advance.

It might be possible to file a lien on the vehicle? Not too sure if it will be cost effective on your behalf; since in our state it is somewhat of a lengthy and pricey procedure. We normally have to send out a few certified letters as proof that we attempted to contact the customer. This might help if you decided to take matters to a small claims court. Best of luck!

Theft of Service. This is why we always park vehicles inside the shop.