ATSAutomotive

Who do you have as a coach? I never had a problem getting a pay plan made up by my coach. ATI teaches 7% goes to your sales team (be it one person, two, three, etc) Offer a base salary plus incentives for holding profit margin (parts margin, etc) This will discourage from discounting.

I would never do something like that. That hands all the power to the customer. Just had a conversation with a customer today about his 2000 Grand Prix GTP. He lived over an hour away and had his car break down over the holiday weekend. We diagnosed it when we came back and gave him the estimate. Overall went really well and he felt very comfortable with the entire experience. When we were just talking after he picked the vehicle up. He let me know how happy he was with our service and how delighted he was with how in depth of an inspection we do and the explanation we go through with him. Told me he had never experienced that at a repair shop and since he knows nothing about cars, he was happy to gain an understanding of what repairs/maintenance he needed and why. That was on a 2000 Pontiac Grand Prix, not a technological marvel by today's standards. What if he owned a 2015 GM product. Probably has GDI, does the customer even know anything about GDI. Has anyone told him the common problems with a GDI engine. What he should expect? What he should do to minimize failures/issues? No, our customer's buy these vehicles because they like them. They like how they look, they like how they ride or the car was just "cute" as one of my customer's puts it. They need us and we need them. Programs like this bring everything back to price and price alone is not what keeps our doors open. We are here to explain to our customer's what repairs/maintenance are needed and why. Menu servicing in my eyes has no reason to be in a shop. Most customer's do not know what they need and they should be informed by our service advisers of what should be done. They should always be kept up to date and reminded of any work they didn't perform last time they were in. Don't focus on price, focus on the customer and you will do well.

1: I find it so hard to understand how he is an electrical/diagnostic specialist with a single channel scope! You need ATLEAST a two channel scope if not a four channel. 2. I think you may have found a lack of strength in your area. I would recommend researching in to advanced training for your technicians as well as the tooling needed to tackle jobs like these if you plan to continue doing them. To answer your question, I am relentless. I have not given up on a difficult job and use it as a learning experience when it gets to that point where you are just banging your head against a wall. I talk with the customer and just say "hey, this is an extremely complex and difficult issue. If you will leave the vehicle with me, I will not charge diag time from this point forward." Stay in constant communication with them and when you do find the problem. Give them a estimate to repair. There is a point where a customer can't justify spending an unknown amount of diag time. Find a cap, somewhere between 4-6 hours is where I have typically fallen for the MOST difficult jobs I have done. I am certainly not saying, don't charge for your diagnostics. PLEASE DO! I am saying when you get a job that is SO difficult it takes this amount of time. This has become a learning experience to improve your skills and keep knowledge in your shop.

Two lifts from Greg Smith and one Challenger. Love the Challenger lift and will replace the Greg Smith with Challengers when the time comes. The Greg Smith lifts were my first purchases to get going and definately see the value in buying a better lift but hey, we have to start somewhere and they have served me very well.

ISTA is definately a learning experience to say the least...

Prices go up and down, just like scrap metal. Our recyclers are really good guys and tell us straight forward. They let us know they may have to charge us if it gets really bad but so far they are picking up at no charge. When the market changes we will probably start getting paid a little bit again.

There are still MANY items that are simply dealer only for Kia/Hyundai. NAPA has really started to boost their Altrom line in our area. Alot of the Altrom part line are OEM products but not every. WorldPAC has good availability as well but like I said, sometimes you just have to go to the dealer.

VISION is all about training, the Expo is a bonus. Check it out for next year, I started going two years ago and I will continue as they have great classes AND it really gets your team pumped and the ideas flowing.

Which VW/Audi spec? VW 502 00, 504 00, 507 00? There isn't just one I have also thought about the oil change situation. I, like others, do not make money on oil changes NOR do I lose money. I come out pretty much even and I am using Valvoline oil which most know is very expensive. The biggest point for me is the inspection process but its crazy to perform a service where you don't make any money. Oil change prices haven't changed in years! unbelievable....

I never had good luck with Dayco when I first started my shop. Use mostly Gates for most vehicles. Continental for some specific makes/models or have a few others I use for very specific make/models.

My favorite and inexpensive brake fluid flush "machine" http://www.tooltopia.com/mityvac-mv6840.aspx Diagnostic - Picoscope Oscilloscope

I started attending VISION in Kansas City a couple of years ago and the training was fantastic. I have and will continue to close every year and head down. customers love that we take the time to continue our education and we even talk with them about what we learned (to an extent). AC Delco classes have as well proved beneficial. The only WorldPAC classes I have taken were at VISION.

That is perfect, haven't seen that before. Hopefully history won't have to repeat itself.

Second this, if you have thoroughly tested everything else.

Joe everything you posted is the exact reason I quit the dealership and started my own shop at the age of 21. I was sent to all of the training for the dealer I worked for and got their Master status. (Which I found out later was just so they could process warranty repairs. Manufacturer requires a manufacturer trained tech perform the repairs in order to get reimbursed) Well I would perform all of the warranty work and get paid almost nothing for doing it while my counterparts did PAID work. Never broke 40 paid hours in two weeks. LESS than 50% of my time was paid. Couldn't make a living and was promised it will get better for the longest time. Their loss, as my shop has become known for correctly diagnosing vehicles when other shops couldn't. (Sounds conceited but this is what I have been told by many customers, vendors and other shop techs) I wanted a career that I could be proud of and make an honest living. I couldn't find it and most of the people I have known who are WONDERFUL techs, service advisors, service managers etc have all left the field. Some things need to change or consumers could find themselves in quite the pickle. My fiancee and I have worked to make our shop an exception and be a place that people want to work for and can make an honest living. We work at it everyday and when I have 30 years in, we'll see if I have any regrets. I may, but leaving the dealership world WILL NOT be one of them. Andrew

Your friends and family should want to see you succeed. Everyone has to have their car worked on, nothing changes for them. I see nothing wrong with a discount for family members but friends.... that get's hairy. Who do you TRULY consider your friend. You may end up hurting peoples feelings or maybe offering ALL of your customers discounts because they are your "friends"...

I wouldn't disagree, I quickly wrote that out as the OP was looking for specific wording, etc. Going back over it, I can think of a much better way to write it but everyone needs to take it and make it their own.

No matter what you do there is something called Expressed and Implied warranties. Simply writing no warranty on the invoice, will NOT hold up in court. You will be help responsible as the PROFESSIONAL! http://consumer.findlaw.com/consumer-transactions/what-are-express-and-implied-warranties.html This subject has been beat to death and every shop needs to understand the implications of installing customer supplied parts. You are risking your business, your employees livelihood and your own livelihood EVERYDAY that you install a customer supplied part. NO NO NO NO NO http://www.extremewrench.com/resources/notice.pdf http://www.searchautoparts.com/cust-supplied-parts-liability-again http://www.asaohio.org/news/to-install-or-not-to-install%E2%80%A6that-is-the-question.html http://www.northwoodsautotechs.com/documents/files/CUSTOMER%20PARTS%20NWAT.pdf Mr or Mrs Customer, we do not provide the service of allowing customer supplied parts. As a professional in the automotive industry we are held liable for the service we provide you including parts. We establish relationships with our vendors in order to provide you with high quality genuine replacement parts. We also provide a warranty on our service to provide you with peace of mind. We simply won't risk the safety of our customers or the livelihood of our employees. Simple, quick and explains LEGALLY why we can't install their parts. You would be surprised by how many people have thanked me for explaining why we can't install their part. Now for shops that are dishonest or choose to install inferior parts, that's a whole different discussion.

I am confused, are you saying that a plug/patch combo is NOT the correct repair? That a patch alone IS the correct repair? If so, you are indeed mistaken. The Tire Industry Association (TIA) has approved ONLY a plug/patch combo as a permanent repair. As quoted directly from their website "A plug by itself or a patch by itself is not an acceptable repair because the plug does not permanently seal the innerliner and the patch does not fill the void left by the penetrating object, which allows water to enter the body of the tire and starting corroding the steel belts."

Stopped giving estimates over the phone awhile back and haven't looked back since. Of course you will still give some basics like tire prices but for the most part, you are freed up. When customers call and ask for an estimate, just respond with "sure, when would you like to bring the car in?" If they wont bring the car in then you don't need them as a customer and they are just price shopping.

You have an average hours per ticket of 0.81 hrs per car, that is low. You should be up around 1.5 hrs per car where you would be looking at 67.5 hrs. Which would be 84-85% efficiency. You have a good car count coming through your shop but you aren't selling enough hours per ticket.

Congrats

I will see if I can find the requirements sheet from when our shop became approved.

You are discussing an extremely broad subject. What have you done so far? Website, facebook, newspaper, tv, radio, etc?

Check out TABS AutoBiz as well.