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newport5 last won the day on June 20 2020

newport5 had the most liked content!

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About newport5

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    Occasional Poster

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  • Business Name
    Newport Motorsports
  • Business Address
    2991 Grace Lane, Costa Mesa, California, 92626
  • Type of Business
    Auto Repair
  • Your Current Position
    Service Advisor
  • Automotive Franchise
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  • Certifications
    Bosch Service Center

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  1. One more thing. When I started your article, I was hoping you didn’t say, “Do a complete inspection on every car.” And sure enough … It seems vehicle inspections come up every 3 to 6 months in an article somewhere. And I don’t get why. I grew up being a Porsche mechanic (after being a VW mechanic) and every car was given an inspection. If we didn’t, we were in trouble. That was our job: look at the whole car, not just change the oil. We would road test the car first, if safely drivable, to check the acceleration, shocks, alignment, gauges, braking, noises, etc. Once on the rack
  2. I agree and would like to elaborate on a few things. Re: “Explain what they need now and what to be budgeting for in the near and distant future …” I so agree. May I add that I see it as roughly, 1/3, 1/3, 1/3. Their car comes in for a check engine light and their service is due soon, so do it now – first 1/3. You do an inspection and find several things that need attention - second 1/3. You spot things they need in the future – final 1/3. So … they NEED the first third – very little “selling” (see below for more). The last 1/3 is in the future, so little selling. And the middl
  3. Mathew, Great start to a list of suggestions. Noah, that was generous of him. Body work is way different from mechanical repair. Spray booths are an event to make happen. I've met only one shop owner who was not a former mechanic/technician. Before I knew that, I could tell something was off. I carried that thought to the whole shop, that they were just ok. Elaborate, and a bit more specific.
  4. I believe we all WISH there was a system that worked! My suggestions: Schedule Mondays and Fridays light, for the breakage over the weekend and the need for their cars for the weekend. When making appointment, look into recommendations: such as, pads at __ % or __ mm. Check mileage for spark plug replacement. Get tentative approval for the above when they drop off their car to keep your tech busy. Include extra time for check engine lights for diagnosis and parts replacement time. Try to get some cars for 2 days so you can juggle.
  5. Is your business down 40 or 50% like many on this forum? If so, I have an idea to help a bit now, but especially in the future. And even help the impression of our industry. You probably have more time available to spend with your customers. It’s the perfect time to build or cement a great relationship, to create that illusive trust with your customer, that’s mentioned in just about every trade magazine, but they never tell you how. May I suggest “The How” that I’ve been using for years? This will be handy now and in the future when this is over. Learn more about your
  6. How do you think they are after your customer? Getting info from the VIN and contacting them? Highly unethical, almost stealing. I'd be surprised. too easy to verify, which would be bad publicity. A "fee" seems fair, depending on how much. Is it a shop rate, where you can mark it up? Could it be simply added income for them? And what if the diagnosis doesn't fix the problem? I'm presuming their diagnosis software is much better than ours -- read more expensive, Probably prohibitively more expensive than ours, depending on how many brands you work on.
  7. Alex, did the Chat happen last night, the 16th? I tried to get on, or I did it wrong.

    Please let me know how to join the chat, Wednesday or Sunday night.

    1. Alex


      I replied to your comment here. The chat room is always available https://www.autoshopowner.com/chat/

      I just haven't seen much activity lately.

  8. I agree with above: it's not "a sell." (and certainly not an upsell - it either needs it or it doesn't) The service ADVISOR educates the customer about the needed repair or maintenance. If you built up trust, they will say yes - or reschedule. How can they say no? You aren't "selling" anything. They can't say not to the idea of repair, because it needs it (you're the expert). And your advice is coming from a trusted friend, you, the advisor. And everyone knows you have to make a profit -- just like their company. They can say no to doing it now, for several reasons: they don't c
  9. Briefly, I’m opposed to price matching. Even just the IDEA of pricing matching. That’s not to say that I’ve never done it. But … First, you just taught your customer how to get your price down next time. Second, since you did it this time, you’re somewhat ok with it and you’ll do it next time. Third, think of the time it took to get to the point of comparing “line by line.” The research, phone calls and the actual time going over the “line by line” comparison with explanation. All that to make less money ?? Think of it: your customer takes 15 minutes to a h
  10. This experience taught me a lessen on human nature. As I'm inspecting the paint on a first time customer with a Porsche Turbo, the customer says, "I see you found my 2 nicks." I said I found 4 and pointed them out to him. He was shocked and surprised. Point being: he came in believing he had 2 nicks when he had 4.
  11. I’m not just selling radiators. I’m diagnosing, repairing, inspecting and warranty-ing cars That is, Rock Auto can’t inspect the customer’s car. Nor diagnose their problem. Nor can they replace the part. I’ll bet those same people bitch about $7 for of a beer when hanging with friends. “I can get a whole six pack for that price!” But they don’t think about all they get for that $5 markup. They get the experience of hanging with their friends at a fun place, away from the distractions, worries, and commitments of home (no kids or dogs), with sports on the TV, music, the ability to
  12. I have 2 questions/comments; inspections and waiting customers. First, I don’t understand all the fuss over inspections. I recall an editorial a few years ago about what to do in the slow times: (better) inspections. I remember saying, “No, you do those to EVERY car, EVERY day.” How the heck is that news? That’s our job! I tell brand new customers who come in with a problem, “I’ll give your car a check over while it’s here.” No selling, not pushy. And it’s not thrown at them at the end. When I call them to explain the work needed to fix their car (again, not selling … thi
  13. newport5


  14. Here is a scene that hasn’t been mentioned yet. A potential customer calls to find out what you charge for a water pump or radiator. They were told it was bad. You convince them to bring it in to confirm. You check it out and charge them. And then quote the job. But, it’s higher that the other quotes they got (or they don’t like you or the shop) so now they’re sort of stuck. Because when they go to another shop, they will get charged again to check it (no shop is going to fix a car on another shop’s diagnosis). You’ve now created an uncomfortable situation, just ripe for a bad online r
  15. Re “say thank you once in a while,” I think you should say it way more than once in a while. The staff is who make it all work. If a tech is ever within earshot of a customer, they should get praised. If the tech fixes a particularly tough problem, have the customer meet the “magical” technician. In a recent article about the Superbowl-bound LA Ram’s, head coach Sean McVay complimented the players with a unique comment to each one, not some general, “He’s a great player.” I suggest you aim for that. The stand-up shop owner takes the blame for the stuff that didn’t go right, but cre

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