mmotley

GREAT article!!! I can't agree more with his comments about parts pricing too. Just realized this article was written by Bob Cooper of Elite. The common sense approach laid out in that article is now really making me consider going to Elite for training/coaching.

In California, that's all I needed to hear Sorry to hear you have to deal with that

Law enforced? Really?

Closed Thursday and Friday

Could you not change your script to give out the quote, then follow up with what sets your apart from other shops (ASE's, warranty, rentals/loaners, better parts, fast turn around)? And also follow up with "I think I can get that price even lower when I look at it here in the shop. I've had a lot of cars lately that got quoted a bunch of parts they don't really need". Just seems like instead of arguing with a potential customer, give em what they want, then tell them why your price may be higher than others.

Would it have not been quicker to just quote him out the service he wanted and let him go? 2 possible outcomes. 1.) He never shows up. 2.) He shows up, you inspect the vehicle before you ever get started, and present him with what you find, IF there is anything else it needs. If he gets upset that you tell him he needs more work, tell him fine, you will proceed without replacing the radiator or whatever, take his money for what you quoted him, and you'll see him back in a few days when he pops the motor. Show him pics of it leaking or whatever... Just the way I see it

I offer free pick up and delivery service, as long as they purchase oil change, tire rotation, and multi-point vehicle inspection. I also offer it if they have a check engine light or whatever, as long as they agree to pay diagnostic fee, regardless of what we may find. Surprisingly, not that many people take advantage of it. We even leave you with a free loaner car (my loaners are not cheap cars either). I advertised the service in hand addressed letters to about 1500 customers. Maybe 1 or 2 a month ask us to do a pick up and delivery. I'm curious about your 3rd point you made. Adding value to the description on the invoice? Care to explain, I'm interested.

PJ, just curious, how many times did he mess up before you decided enough was enough?

Feed back on Honda / Acura would be appreciated

Do you add this on to the ticket as a specific line item?

Get a copy of their sales tax exemption form, keep it on file. So I've been told

Good point, the customer may have requested the whole harness be replaced, instead of being repaired (especially if they thought you would foot the bill). I know for a fact that Toyota sells connector ends, sometimes pig tails, and terminals. Regardless, more info is needed.

SHOULD be repairable. It would be nice to know which circuit was affected. I am very suspicious as to why the replaced the entire harness ($$$ is probably the reason).

Dealer I previously worked for charged something like $3-$7 a week...

Interested to see what others report here. I'm getting a (used) hunter road force balancer this week, hopefully. Next will be a tire machine, then an alignment rack. Are others just mounting and balancing, and is it worth it. Or is the real money in selling an alignment with every set of tires? Road hazard? Life-time balance? Warranty? Are you stocking tires or do you set an appointment and order before hand?

Was thinking about this today... Probably going to send out hand addressed and signed cards to everyone and promotional coffee mugs to those customers who spent a certain amount at the shop

I bought a used 2 stage off craigslist. It was a steal, some old man had dreams of restoring a jeep and bought a ton of nice equipment for his garage... He passed away and kids were selling all of it on craigslist, they just wanted it gone. Included a free air hose real, hose and drain (all very nice, compressor still on pallet). It is serving me well so far

Yes. It was a headache as most insurance agents have no experience in this area. You'll have to exercise some patience in handling this. Your best bet is to call around and see if you can find out if anyone local has any experience with this insurance situation. Obviously, laws will be different state to state so it's difficult to give advice.

Something to remember about how many cars drive by, how fast they are going. 30k going by at 75 mph isn't gonna do you much. 20k cars going by when your location is at an intersection and the speed limit is 30 mph or 40 mph is way better. Just FYI

I'll take a stab at this, I am training a new guy in the shop right now. 1. How important is it that a new technician looking for employment with your shop has previously attended a dedicated automotive technician program? Do you prefer that the individual had gone to a nationally recognized school or a local community school? Are there any schools you are more inclined to hire from? Are there any schools your are less inclined to hire from? Somewhat important, but attitude, eagerness, and other qualities can make up for lack of formal training. However, schooling is always a plus. National or local would be fine. Not biased to any school. 2. What sort of tools do you expect a new technician entering the field have on day one of work in your shop? (Detailed lists welcome, but not expected.) If it's a completely new guy with no experience, basic hand tools. Probably some sort of craftsman kit. Honestly, if I can get him/her early enough, I would prefer them to wait for me to make suggestions on what tools to buy. 3. What level of pay do you expect to pay new technicians fresh out of school? (A range is best here, it's just to give them expectations.) I'm in Texas, I would start out at $10. 4. With this job being all about experience, how do you intend to handle technicians growth? Will you start them with oil changes and then keep feeling them out with more and more difficult jobs until they have the experience needed? Do you like to let them work alongside your more advanced techs to learn? (I find most technicians learn best from observing and then doing, rather than book instruction.) They will work alongside a technician, but will focus on oil changes and tire rotations if there is one to be done. Their main goal will be to learn to do and oil change, tire rotation, and properly inspect a vehicle and make recommendations in a timely manner. Once they have that down, the will advance to brakes, etc. 5. What sort of information do you look for on an application and/or resume? Do you want a detailed tool inventory? Should they provide pictures of their tools? What sort of contacts do you prefer (remember this is for new technicians) to have listed? Experience is the first thing I look for, followed by schooling. Contacts would be previous managers. 6. What is your expectation for the amount of mistakes they will make? What sort of mistakes do you expect? What sort of mistakes do you expect to not see? Mistakes are expected, in fact sometimes mistakes have to be made to learn. As long as we don't repeat mistakes, we're good. Expected mistakes - cross thread bolts, round off bolts, roll a valve cover gasket, back a car into another car or object (you work on cars long enough, in a shop, and test drive, in a hurry, your gonna do it eventually). Not expected - too difficult to say. Sh!t happens, we're all human, as long as you keep us in the green. 7. How can a new technician identify if they have what it takes or not? What level of learning is too slow? How can they identify if they have what it takes??? Best answer I can give is, if it is truly what they enjoy. If their youtube feed, facebook feed, and google history is about modding cars they don't own, if they have worked on their friends families cars for free, they probably have what it takes. No level of learning it too slow, you just may be stuck as a lube tech all your life 8. How much time over book do you expect and allow for them to complete jobs when they are new? Will you speak with them when they are not meeting your expectation, if so, will you work with them or let them go? No telling. Some guys just naturally work fast. Others will take their time to make sure they do everything right (they are new and don't wanna screw up). I'd speak with them before letting them go though. 9. What indicates to you that a tech is hungry to learn and how much are you willing to do to advance him beyond oil changes and other basic tasks if he shows aptitude/interest? My new guy just came in on a Saturday, off the clock, to do valve cover gaskets on one of our loaner cars... It is a PITA job (ES 330, gotta remove the intake), and I never once heard him complain. If he is constantly watching over your shoulder instead of playing with his phone, that is a good sign. 10. What are some bad habits that you would like new techs to be aware of and avoid? Show up on time. On time means if we open at 8, be in your stall ready to work at 8. I don't care how much you work late, if I have customers here at 7:55 AM wanting their oil change done, you staying after 5 PM does me no good. In your stall, tool box unlocked, uniform on, ready to work. I pay you on time, you get here on time. 11. (Final question.) In your opinion what is the best way for a new technician to develop diagnostic and electrical skills that are in short demand in this industry. Experience, plain and simple. Learn basic electrical concepts early on and ask for the electrical problem cars. Once you truly understand voltage, resistance, and amperage, electrical is a money maker! As far as general diagnostic, experience/education plays a roll. Hope this helps.

Again, http://www.ratchetandwrench.com/RatchetWrench/August-2014/Managing-a-Fleet-of-Loaner-Vehicles/

http://www.ratchetandwrench.com/RatchetWrench/August-2014/Managing-a-Fleet-of-Loaner-Vehicles/

Can't help but feel like you answered your own question there buddy...

For tune-ups, I ask if they have had their spark plugs done, if the diff fluid has been replaced, what about a fuel induction service? Oh, and your cabin filter? Oh and one more thing, what about brake fluid? And do you know if you have ever had your coolant or trans fluid replace? By this point, they usually get the point that we can't really give a price for a tune up over the phone. We NEED/HAVE to see the car to give an accurate price. If they persist, we price an oil change and tire rotation with a complete vehicle inspection.

FROGFRINDER, topped of with fuel? Really?