mmotley

yet nobody does anything about it... Except that guy who flew a plane into the IRS building in Austin!!! Except of course, he was painted as a crazy person for being angry at an agency that steals '$220,500' from people everyday

Referrals... I have done 0 advertising in the last 7 months. I had to work last Saturday and Sunday to catch up. My other mechanic got 7 hours of overtime last week. We work late just about every single night. We just ordered another lift and oil drain for the shop and I have ads on craigslist for another mechanic. All of this is due to customers who walk out my door with 7-10 of my business cards in their hand. They call us up and say 'Hey, while y'all have my car in the shop, will you put some more of your cards in the cup holder?'

Yea, it's weird how that works. If you have 1 employee, he sets the stage for all the following new hires... I would sit the employee down or take him out to lunch and just be honest. Something like 'Look, when you first started here, we were a small shop that wasn't that busy. Since that time, we have grown to a larger business and our customers are starting to expect more from us and so I have to expect more from my employees.' Let him know you would love to keep him around and let him grow with your business, but he needs to realize that the new employees look up to him. If he can't follow the rules, disciplinary action will follow. I wouldn't be rude or strict about it, almost play it off as if your hands are tied (really, they are tied. Your customers expect a certain level of service from you, your employees must realize that.) That's how I handled it at my shop and it has worked so far. It's not fun letting employees go. Even if you are afraid of being painted as an 'evil and greedy boss', you can always explain that it costs you more to fire someone, find a replacement, train the new hire, additional taxes with new employee, etc. It really is in your best interest to keep the employees you have (seriously, ask whoever does your taxes). My 2 cents, good luck. Sounds like you're having growing pains which is a good thing.

Agreed with what Mspec has said. I also understand what you are saying, Bob K. I've had a 2 employees that were a huge help to my business at times, but generally were just not the right people to have working in my business. It hurt to let them go, but both parties understood why it had to happen. Like Mspec said, if you are doing everything right and still not getting the results, maybe it's time to look for new help. I've now got 2 GREAT employees who I would have a tough time forcing to leave my business. It takes time and maybe even some luck to find the right people, but when you do, you will know it.

Unfortunately I ran into the same problem early on as I first started hiring employees. I was too nice and almost treated them like they were friends. You must be strict and adhere to the rules you put in place (unless, of course, you create a rule that you later on realize isn't appropriate). I started letting my first employee show up a few minutes late here and there without any mention, then it soon became an every day occurrence and the other employee followed suit. I had to set them both down and tell them I was serious and next would be a write up. Since then, both employees are on time or early. Every once in a while they show up a few minutes late, but I let it slide. Sh!t happens some mornings...

No need to be rude. I'm simply trying to explain what I said. I for one, don't mind if my employees use social media while at work (as long as it doesn't interfere with their performance). In fact, I don't mind if they get on Facebook using the company computers. However, if I asked them not to do it anymore and they ignored me, I would have no other choice. See, if they ignore your rule about social media and there are no consequences, why would they follow any of your other rules like showing up on time or taking lunch when they are supposed to. I'm not saying to fire someone the second they break a rule, but if you have verbally warned and provided a written warning, maybe it's time to send them home for 1-3 days without pay. If they still refuse, then you don't have much of a choice left.

No, he is going to fire him for not doing what he was told to do... Period, end of story. You write the pay checks at the end of the, you tell the employees what to do. If they don't listen, they have to leave.

Curious if anyone does follow up surveys? Do you send them out yourself, is their certain criteria a customer has to meet to get a survey, do you mail them, do you email them, etc? How long do you wait to send one out? Do you use a third party company?

Depends on a lot of factors I think. If you are a specialty shop, quick lube, small town, big city, etc.

Agreed. I should have specified that my example was of a customer who bought their own key/remote online. All I was having to do was cut the key and attempt to program There was no risk for occupying a stall or anything like that. I told the customer I would take payment upfront and if it didn't program after 2 tries, he was on the hook regardless. He ended up returning the key/remote and just buying mine. Anything like an oxygen sensor, spark plugs, valve cover gaskets, etc, no way. I used to struggle with this. I didn't want to let the job walk out but I hated the way those customers would smile like they had figured out some way to take advantage of me and save money by getting the parts online. I was speaking with a mentor of mine and he told me the solution was easy. 'Just say NO! How hard is that to understand?' Since then, it haven't had to deal with any customer supplied parts. I've let a few walk out the door though, and it allowed me to get back to work on better customer's cars.

Yup.

After the first of the year, I made a decision that I would not allow customer supplied parts unless we were making more than what we would make getting the parts ourselves. Example: A customer bought a part online for his car. It cost him $150. He asked how much I would charge to install it. I said $275. He asked how much it would be if I supplied the part. I told him $300 total. So it was going to be more expensive for him to get his own part and I was actually going to make more if he supplied it. On top of that, he was not going to get any sort of warranty. I have come to dread these customers, but they exist nonetheless. I figure if they are going to get their own parts anyway, I might as well make a killing installing them. I usually either double the labor or look at how much I was going to make off parts and then double that.

She makes sales, schedules work, collects payment, answers phones, etc.

Not coming to complain or get any sympathy, just hoping my story might help someone feel better about their day. It's Monday... Both employees pull in the parking lot 10 minutes late. It's 34 degrees outside and raining. I grab my tablet from the charger in the office, only to notice the screen is cracked (most likely my fault from when I took it out of the case to clean it Friday evening). Me and the other tech go to work on replacing 6 control arms on a car in the shop, we find the last 2 control arms are seized on the ball joints, which are part of the knuckle. About this time, my dad shows up with breakfast burritos for everybody, bringing all work to a stop. A customer is in the waiting area to witness this (customer LOVES our shop and doesn't mind, but still). Dad leaves to go buy a special tool to remove seized control arms and forgets to save the receipt for the shop tool (accountants love when you don't have receipts for purchases). 2 customers show up at the same time for oil changes, we only have 1 other empty stall. A 3rd customer shows up, walks directly into the shop and I say hello, small talk for just a few moments (I assume my service writer will be out any moment to properly greet the customer and find out what they need). Before I know it, the customer is pulling out of the parking lot without anyone ever really speaking to them!!!! We get the control arms loose after air hammering, MAPP gas, pry bar, sledge hammer, die grinder, and a tons of WD40/PB blaster. Of course we will need 2 special castle nuts to replace the old ones that got damaged (special order of course, 2 days out). The car is now stuck on my lift until the parts show up. The phone rings and I hear that the Prius battery will be delivered tomorrow morning, 8 AM. Prius battery's come with a $1350 core charge. If I do not have the old battery out and ready to swap in the morning, I will get charged the core and they will refund me the money via check at the end of the month. It's now 4:45 PM. I mention to my service writer that I need her at work at 8 AM sharp, like we discussed during the interview process. Long story short, she will try to make it on time from now on or will let me know if she decides to just go back to her old job... FML I make it to the cell phone repair place after work where they told me over the phone that they could probably fix my tablet screen. They now tell me they can not order a replacement screen, I will have to order one on ebay or amazon and bring it to them. Pay roll taxes are due Friday, sales tax is due next week, it's 9 PM, 44 degrees outside (my shop has no insulation), and I just finished pulling out a Prius HV battery... The cables on HV battery are corroded and will need to be replaced, and I know these are special order. On a good note, I got a new deWalt cordless impact delivered today along with the new service writer's name tag (hopefully she doesn't quit). Keep your chin up, this too shall pass. Try to remember those great days where customers bought every recommendation, every bolt turned smoothly, and know that more of those days lie ahead. Hopefully this helps someone down the road, or at least gives a few of you a laugh or two

Somewhat same boat... I hired a guy with a GREAT attitude from the local parts store to run my front desk, answer phones, build quotes/estimates, etc when I first opened. Took him probably 2-3 months to really hit full stride, but he ultimately wanted to turn wrenches with me. I DREADED pulling him from the front desk and hiring someone new to replace him (have to train the new person and now train a new tech at the same time). The phone rings non stop, customers schedule appts, special order parts, waiter drive-ups... I can't imagine doing without someone to at least answer phones and collect payments. I hired a girl who has an AMAZING personality and I know will be a rockstar if she sticks with it till she gets the hang of it (and if she can figure out how to show up on time). It's just tough getting through the training period. Worst part is, I haven't done any advertising in 6 months and we are getting busier and busier... It's tough keeping up the customer service levels with the increased workload

But you're so polite and humble!

I charge labor on just about everything except wiper blades. $10 for air and cabin filters, $15 for bulbs, etc. Some are super easy to do, others suck. It evens out. Also, my employees incentives are based on hours sold, so I would be cheating them if there wasn't any billed hours. ... I pay 0.2 for filters, 0.3 for bulbs, 0.5 for tire rotations. Obviously I adjust the labor rate for these specific jobs. This is where you want to start watching effective labor rate and such.

I'll save my time and yours... I agree with what everyone else said here. I could give you more examples, but you don't seem to get it.

Fire him...

Tool truck guys seem to be a reliable source of information on techs... They know who skips out on tool payments, who got fired for what reason, etc. They talk to disgruntled techs at other shops and might know someone who needs a new job and is worthy of hiring.

Mike brings up a great point that I completely forgot. I can't tell you how many times I have taken pictures of doors, dashes, seats, etc with my phone before I started working on them. I don't tell the customer, but I make sure my phone dates and times the photo. This avoids walking around the vehicle with the customer and pointing out every little detail, but covers me on some things that I feel I might be walking into. Great idea. Not sure if this would help in your situation since it sounds like she is complaining about arbitrary damages, but hope it helps some.

I've only had to 'fire' 1 customer before. It consisted of telling them we will not work on their car and please do not return again. All was done politely in the office, closed door. No arguing, no revisiting what was said, no misunderstanding. Plain and simple, I respectfully decline to work on your car because we feel like neither party will be satisfied in the end. In your case, yes, I would tell the customer to 'take a hike' IF you truly believe that you did not cause the damage. If you ABSOLUTELY KNOW that you or your employees did not cause the damage, I would not back down. SOME customers will take advantage of you if you let them. I would say to consider how good of customer they have been so far (bought all recommendations?), but it doesn't sound like they have much of track record to go off of. Exercise your best judgement, but I wouldn't fix someones scratches just because they threatened me with negative online reviews. If the customer actually threatens with a negative review, I'd probably mention something about slander, unsubstantiated allegations, and compensation for loss of business.

I'm not sold on online reviews yet. I just posted on another thread about how the used car lot down the road has 2 out 3 reviews as 1 star (one is a girl claiming she was hit on and had stuff stolen out of her car while on a test drive, the other says the car lot guys will come still parts off your car at night after they sold it to you). The car lot hasn't gone bankrupt and people still go there. Everybody probably has some negative reviews, everybody probably has some 5 star reviews... Doesn't really seem to make a difference from what I can tell. Advertise right, invest in shop appearance and tools/equipment, focus on customer service, and the rest will take care of itself. I think of apartment complexes and restaurants when I think of how much weight online reviews carry. Every apartment complex out there pretty much has bad reviews (loud neighbors, roaches, water leaks, etc) and every restaurant has bad reviews about a waiter/waitress with a bad attitude, cold food, or whatever. In the end, I would say asking for an online review is about as far as I would go. At most, offer a $5 discount. We use tablets here and I set up shortcuts on the home screen for Facebook log in and Google log in (as soon as you log in, you are instantly directed to the respective review sites). All we have to do is hand the customer the tablet, let them log in and leave a review. Feel free to PM on how to set up the shortcuts on a tablet for your review sites, it takes just a few minutes and is free!

I have come so close to offering discounts for online reviews... Then I realized the car lot down the road has 3 reviews. 1 says the salesman put his hand on her leg and told her to take a back road and find somewhere quiet, then told her he knows all the cops in town and they would never believe/listen to her. The other said the car lot sneaks onto your property at night and steals parts off the car they just sold you... Point being, these reviews are 3 years old and the car lot is doing just fine. A negative review won't kill your business. Certainly not saying they are pointless and ignore them, but they are not the end of the world. And she might not even leave a review at all. It already sounds like a customer you don't want. It's OK to fire her as a customer. All she is going to do is hurt your bottom line, which makes it harder for you to stay in business and provide good service at an affordable price to better people.

I work right next to a moving company. If I had to guess, there is no way it is $125 per person. I know how they pay their guys. Just FYI