mmotley

Very true. I think in the article I had read, it said KlearGear had a "F" rating from the better business bureau at one point, but has since then brought it up at a 'B'. I love the idea about asking for reviews on Google+ and Yelp. I have been a little unsure about doing this; afraid I will come off as desperate. However, being a small shop that just recently opened, I think folks would be more than happy to contribute to the growth of a business they are happy with.

Just read a short article about a couple who left a negative online review about a business. A few years later, they got a notice in the mail, stating they will be facing a $3500 fine if the review wasn't removed. They contacted the site where they posted the review and the REVIEW SITE said it would cost $2000 to remove the review! The company had a small clause in the 'terms of sale' that read: 'In an effort to ensure fair and honest public feedback, and to prevent the publishing of libelous content in any form, your acceptance of this sales contract prohibits you from taking any action that negatively impacts kleargear.com, its reputation, products, services, management or employees.' Just curious how others feel about this clause used by the company. I'm not defending one side or the other, I'll keep that to myself for now. Who here is going to copy and paste that onto their estimates or quotes tomorrow???? On one side, it might save you from a negative review that was out of your hands. The other, how shady are you going to look if someone catches that clause before signing? Or how about, how bad would you look if you had to enforce it, justified or not? I've seen some pretty bad reviews left online, some even mentioning sexual harassment and theft of personal property. What if you were that company, and the review completely false? Being accused of sexual harassment, especially in a smaller town, could end your business... Maybe even make church extremely awkward next Sunday (or chamber of commerce meeting, w/e) Curious to see what others think, here is a link to the full article I read: http://www.theblaze.com/stories/2013/11/18/this-couple-found-out-the-hard-way-that-writing-a-negative-online-review-could-land-you-a-3k-fine-and-wrecked-credit-score/

http://www.amazon.com/Kimberly-Clark-Wypall-Disposable-Wiper-Length/dp/B0040ZOFTI/ref=sr_1_1?ie=UTF8&qid=1384828540&sr=8-1&keywords=wypall+x80 Wypall X80: I love these things!!! You can get a little dispenser/roll holder for them too. I don't think I'll ever go back to shop rags after using these

Not really a big deal, but some folks should be ready for phone calls if they put their phone number on their profile. Didn't really bother me, as most were helpful, but some might not be a fan. Actually, I'm really glad one of them contacted me, just saying...

I was thinking the same thing last night. The customer brings me their car and pays me to look it over and inspect it with their oil change. Avoiding delivering bad news doesn't help the customer at all. I do like the idea about putting a sign up, stating we do pre-purchase inspections. Thanks everyone for the input

Just curious as to how others handle the customer who comes in with a car they just bought recently. They may come in for just an oil change. Once you get the car in the air, you find the subframe covered with oil. Or you find the transmission leaking fluid. How do you approach the customer with this information? You know they are gonna be upset. You know they will probably deny the work right now, and probably take it back to the lot they bought it from, trying to get the salesman to pay for it. But they bought the car 'as-is'. I'm just not sure what the best way is to hand over a $1000+ quote to someone who hasn't had the car for more than 3-6 months. Haha, and then to start to mention maintenance items on top of all that! Any advice is greatly appreciated. *On top of that, what if the car lot they bought it from recommended they come see you to have the car worked on and serviced?

I don't have a particular brand in mind, but there are different style kits out there. Some have just a simple plunger to inject the resin, others have a pump with a gauge. Personally, I liked the style with the pump and gauge for 2 reasons. 1. It made it easier to apply pressure or vacuum to the resin. The style with a plunger is a little more cumbersome, and can be bumped or moved with applying pressure or vacuum. 2. The style with a pump and gauge makes it easier for someone new to use. You can tell them to never go past X psi, and never go past X mmHg. Also, less likely for the unit to move around while applying pressure or vacuum in my experience. I would call around and see what others around you charge, then decide your prices (prices here might not be the same as in New York or California). However, ALWAYS sell the rock chip repair as a preventative measure against further cracking. DO NOT sell it as a way to make the crack disappear. Some cracks will almost be invisible when done, others will still be easily visible, but the point of the procedure is to prevent further cracking/damage to windshield. As for warranty, I would offer to credit the charge towards the purchase of a new windshield if the crack comes back, or is made worse during the repair (it can happen... I know).

Haha, I'm on the complete opposite end of the spectrum! I see older cars and think "Uh oh, cap & rotor, points, ignition wires... what the heck is a carburetor!?!?!" It is cool to see someone work on these older cars though. No reaching for the scan tool, just pure diagnostics. And like you said, to see how they designed and built some of the things back in those days can be impressive! Great article!

I had my first customer yesterday that mentioned extended warranty when I told him about an oil leak. He had no paper work in his glove box or anything for it, so he said he would get back with me when he finds it... Hearing your story, I'm dreading having to deal with it now.

Absolutely right, Joe! I decided last week to have a slide show on our TV in the office, instead of a satellite/cable TV feed. The slideshow displays the different services we offer, so during the write up and check out process, they are constantly being reminded of what we offer now.

http://www.aloa.org/NASTFSDRMDocs/ $375 gets you a license for 2 years ($75 app fee to cover background check, $300 for 2 year membership).

I agree, Jeff. That being said, you can stroll over to bobistheoilguy.com and find some very smart guys testing oils and doing experiments with their own cars and giving feedback on the results. Long story short, synthetics do improve gas mileage.. when they are used in the engine, transmission, and differentials together... and the increase in gas mileage usually isn't greater that 1 mpg or so. The thing about oil (like you said), they are all held to SAE standards. Synthetics will perform better in extreme conditions (foaming, extreme heat, etc), but for an everyday driver, it won't make a difference. Phynny, not trying to be rude or sound condescending, but engine oil and transmission fluid are VERY different. You sound like a smart guy from what I've read, so you have to know the friction modifiers built into the trans fluid to allow for a certain amount of slipping w/ clutch discs and such is completely different than engine oil providing lubrication for 2 (usually) similar metals. E.g. Oil is tested and rated to SAE standards, transmission fluid is very vehicle specific (depending on additive packages) Sorry, don't mean to look like I'm arguing. Wes, I have found MOST of my customers don't ask about oil brands. The few that do ask, usually already have their favorite brand in mind. For those, I allow them to supply their own oil for the oil change. I do keep (2) 5 quart bottles of Mobil 1 5W30 in the back for the occasional customer, but that's it. Also, it depends on your shop image/branding. If your a performance/race shop, you would probably benefit from keeping Mobil 1 in stock or some royal purple. If your a quick lube shop, you can get away with whatever flavor is cheapest that month/week. Hope I've helped some... ***Edit: Just realized, I should have been using API in place of SAE when discussing oil ratings (additive pacakages, not viscosity grade). I'll leave the old paragraph with the mistakes, so if someone wants to research the difference between the 2, they can reference it.

Sent a PM

I know my shop is very different than most others, since I specialize in the same brand (Toyota/Lexus/Scion). This allows me to focus all my time/money/energy onto just those vehicles. With that, I now cut and program keys for those vehicles, perform rock chip repairs, wheel repair (curb rash), Hybrids are a breeze, minor body work, ECM and other module programming, air bags, theft modules... There isn't much the dealer does that I can't do. Come to think of it, about the only thing they probably do that I don't, is detail/car wash, window tint, and leather/interior repairs (I mean leather tearing, cracked dashes)... That being said, you better believe I've been searching for a mobile window tint guy and a detail shop I can trust and work out a discounted price with them... Leather and dash repair is tricky, so I've found a place that does that, but I don't do it in house... Give me 3 more months of talking to folks and networking, and I'll do everything the big boys do, but for less. My biggest problem, is trying to get all this information to a customer. I tell them I do everything a dealer can do, and they follow up with questions like "what about keys? Can you do them?" or "My air bag light is on. Is that something I have to take to the dealer?"

I think this might be a rare case, so I'll do my best to explain it. The OIL they sell is the same price for me as it is for the next guy/gal in line. They sell it so cheap though, the bulk suppliers could only match the price. The explanation I got from the dealership is that it helps 'fluff or build up' the numbers, and somehow that in turn helps the dealer with returns/stocking/pricing/I dunno. Again, it is soooo cheap, even the parts guy selling it to me thought it was a mistake with the prices first came up, but parts manager said it was correct. As for the filters, I do get a discount on those. I buy them by the case (12). It's not a HUGE discount, but combine the discount with the fact I can use 'Genuine oil filters' as a selling point over the 'quick lube generic oil filter' and my customers seem to like it. Yes, I could increase profit PERCENTAGE numbers by going with a cheap generic filter, but the increased sales (car count and dollars) I get with 'GENUINE' parts/filters (every oil change car gets looked over, bumper to bumper), it's better for me to stick with dealership filters... On top of all that, buying my oil and filters from the dealer 'fluffs' my numbers with them. So when a $1300 drive shaft needs to be replaced, and the customer balks at the price, the dealer doesn't mind helping me out a little with the price a little. Get more bees with honey

Not really trying to start an argument here (kind of off topic), but if your price change went from $30 to $70 and the customer is saving money because they can go 6k miles now, that means before they had to be doing oil changes every 2500 miles or less to be saving money with the $70 oil change... (if my math is correct) As for the whole bulk oil question, I actually got some prices a few weeks ago on bulk oil from a local supplier... they were the exact same prices as what I can buy oil from at the Toyota Dealership! Granted, I have to deal with quart bottles, boxes, and go pick it up, but it becomes a selling point for me 'Genuine Toyota Oil and Filters!' Never would I have thought I would have got cheap oil from the dealership parts counter... PM me if you're that curious about the prices On top of that, I'm not exactly on Main Street, so even though I have lots of traffic out front, none is slow enough for me to do a significant amount of oil changes to justify a tank and pumps with reels. My oil changes are usually just add on's when the customer brings it by for a check up/inspection or for other repairs. However, I would also be interested to see what some of you guys are paying for your pumping systems, or if it's rented or leased from the bulk oil companies.

Guess I'm the weird one in the group, but I can't wait to put my wrenches down! ASE Master Certified, blah blah blah, I'll take a desk job with slacks and a Polo/button down shirt any day over bending over a fender and busting knuckles! However, I have always been very social, told I have the 'gift of gab', etc. On top of that, service writers USUALLY (not always) make better money. And they don't go home with cuts on their greasy hands, a snap-on bill, and a bad back. Sure, 'wrenching' might be fun, but for a career, I know what I want! That's like choosing between playing football and golf. Football might be fun, but golf isn't gonna beat you to death. I'm sure not everyone will agree with me, just thought I would give my opinion. Brian, I would go for the opportunity, work your butt off, read some books on relationship building & friend making & sales, learn to shave daily, smile, and put the wrenches down. Worse case scenario, you unlock your box again, and pick the wrenches back up.

Ugh, please, no more gov't regulations and/or laws!!! Let the free market work it out! Joe, if you stop buying the cheap CATS, those companies stop receiving income... and eventually go out of business and/or increase the quality of their product. Yes, it is tempting, but eventually you gotta learn to stop touching the stove. You've been burned.

I read the first post, then just kind of skimmed the replies... Here is how I see it: If the detail side of the shop was making any kind of profit to be substantial, why would they give it away to someone else... Let me re-phrase that. If the detail side of the shop was making ANY PROFIT AT ALL, why would they give it away. Even if it is just breaking even, they should want to keep it. Doesn't sound like a smart move, just my thoughts though

I've always been too scared to use anything but factory transmission fluid. These days, on these newer transmissions, I'd rather not risk it. But then again, I've never done research on universal fluids either.

So, any new feedback/updates on the service? I spoke with customer link today, and they sounded pretty good. Just curious about your experience so far.

Just another point of view, but he might not realize he is complaining all the time. You might just try bringing it to his attention... Kinda like the whole 'you have something in your teeth' or 'your breath stinks' or 'dude, you got a booger hanging out your nose' Some people just don't realize it, and if you tell him, the response might be 'holy crap, my boss is right. I do bitch/moan/complain all day!' If you do go this route, I wouldn't bring it up first thing in the morning, though. Wait till he is complaining about something around mid-day and point it out. Something like 'I'm not trying to be rude man, but have you ever noticed you complain a lot? Sometimes it can kinda wear on me.' ... However, I was so happy to see the very first part of your post. 2 years to hire your first employee! I've been wondering what the normal growth rate is of a shop. That is a valuable data point. Anyway, back on topic!

Looks great I think. The pics of your shop look great btw. Very clean looking.

I never even knew this was an option with Mitchell. However, the sales rep pretty much installed the software and left me to figure out how to use it...

I completely agree with Joe and Jeff. Just my opinion, but I think even saying that the customer is getting "10 minutes" is a stretch. A ~$50 scanner from Harbor Freight, that you keep in your desk drawer, and use to pull codes for free is GENIUS. I am assuming a lot here, but I bet this is how things probably go for a customer at Joe's business Cust - "My check engine light is on. What does it cost to find out what is wrong with it?" Joe - "Well, we don't charge anything to hook our scanner up to your car. Let's go out there real quick and take a look" ~Literally a 30 sec. walk out the front door and plug in the scanner~ Joe - "Hmmm, that's weird. It is showing a P0300. That is kind of a vague code, so we'll have to let one of the mechanics/technicians do some diagnostic work to figure out what is setting that code" TIMER ENDS HERE. At this point, Joe probably walks the customer back inside and starts taking down customer information. Lets them know about a $49.99 fee to check spark plugs, fuel test, etc. All in all, he spent $50 on a cheap scanner and AT MOST 10 MINUTES. In reality, probably more like 4 minutes. And he will get more customers in his shop because he 'doesn't charge to check out cars' Scenario #2: Customer - "My car shakes when I drive down the road. How much do you charge to check it out" Joe - "We don't charge just to take a look at it. Let's go for a quick ride" At this point, you could walk outside and see a flat tire in the back on the passenger side. Skip the test drive and sell a flat repair. Inspect brakes while you have it in the shop. Or maybe the tire shop down road forgot to tighten a wheel and it's about to fall off. You see it and save the day! Now you are a hero, tightened the wheel for free, and probably have a customer for life. Or you go on to test drive... Literally drives the car 3 miles and come back Joe - "Hmmmm, I've never felt or heard something like that. Strange. I think we'll have to put it on the lift and get some diagnostic tools on the car to locate the source." Again, Joe walks a new customer into his shop and starts taking down information. All while the other shops who told that customer they charge 1 hour diagnostic time to even look at it, are sitting around wondering why no one is coming in. And it's all because Joe is giving away FREE diagnostics Let's admit it. Refusing to even look at a car without diagnostic time is really translated as "I want money up front because if it's something easy, I wan't to get that money for doing nothing." If it's hard or complicated, stop, ask for diagnostic time, then proceed. Something tells me Joe has given away more "free" diagnostic time that, in the end, made him 10x what a 'diagnostic fee' would have made him. . . . . Or I could be completely wrong, and Joe will correct it... for free