cdhowell

I do a lot of aftermarket work for the local dealerships and body shops. Most are 15 day net terms but others are getting stretched out pretty far. 10th of the following month, lost invoices, amount billed is less than estimate, no one is here to sign the checks. That PO was closed and you need a new number. The crazy excuses just keep on coming.

So my question is how do I break this cycle and encourage prompt payment? I do not want to discount a lower than normal Profit margin. And setting late fees may turn business away. Unfortunately it is a big part of my business.

Not that it matters but I carry a Co2 tank in my Jeep to air up tires after a day on the trail. I have a fixed 150# regulator. Its real easy to get high pressures if you tip the bottle and get a little liquid instead of gas. Its just like having a shop compressor and will air 60 33" tires up on one 20# bottle.

A timing belt is not that difficult. Why would you sub this out? And how would you handle warranty? Would the work be done at your shop with insurance or your buddy's driveway?

Any word on this?

Wouldn't loss of vacuum cause a stiff pedal not one that drops to the floor? Watch the firewall for flex when the pedal is pushed. Had a Toyota that the firewall moved almost an inch before the piston started moving.

Wouldn't loss of vacuum cause a stiff pedal not one that drops to the floor? Watch the firewall for flex when the pedal is pushed. Had a Toyota that the firewall moved almost an inch before the piston started moving.

I had to make it a point to distance myself from the shop. And it's hard to do. Friends and family start asking questions about their car and the next thing you know, your right back at work. Even when you are somewhere else. Visit your other passions Golf, Fishing, get a Harley. It will remind why you do what you do.

FREE = no value, COMPLIMENTARY = value. There is a reason why higher end services like a nice hotel or resort offer amenities complimentary rather than for free.

From Websters

Free : not costing any money : not held as a slave or prisoner : not physically held by something

Complimentary : expressing praise or admiration for someone or something : given for free

Free ... is used in so much advertising it is the key word to a lot of consumers. Look at every tool truck that comes in. Buy the latest whiz bang socket set and get a free 3/8 drive ratchet. Does the ratchet have value?

Maybe its my redneck up-bringing or the fact that I deal with so many Hispanics and their broken English. Complimentary would be coffee and donuts while you wait. Which has more value?

Sorry to get off topic

Last Wednesday a long time customer brings in a little 90 Jeep wrangler. Says it squeals about 10 seconds when you first fire it cold. No big deal right. We inspect it but it never squeals. Move it to the yard at quitting time no squeal. First thing next morning no squeal. The belt was old and dry so we change it and check bearings on everything.

Call him up and now he says it was more of a metal to metal noise. 2 days of short trips and we still have no noise. I call the customer and have him come down. Maybe I am not hearing what you are. He can't get a noise. Jeep leaves on Friday.

Yesterday it come back on a tow truck. Rod straight thru the oil pan and he's upset with me. I explain we cannot diag a noise that he, or I cannot duplicate. After a quote to replace the motor he decide I should just buy it from him but thats not going to happen. I told him I would help him sell it but It was not my responsibility.

Now My wife, my self, and my tech all drove this thing trying to find this noise. I keep wondering if that rod let go when one of us was behind the wheel, How would we handle it? 25 years old but only 97k miles.

Has anyone had a similar situation?

 

 

Key is to get the people and cars through the door so IMO you are on the right track.

 

My 2c are that I wouldn't necessarily call it a "diagnosis" considering that you might lock yourself into a commitment in the customer's point of view. What we call it is a consultation and/or inspection of their concern. We make it clear to them that we want to give them some professional eyes on their problem before determining what the problem is or if further action needs to be taken to discover the problem/solution.

 

So in short we replace FREE with COMPLIMENTARY and INITIAL DIAGNOSIS with CONSULTATION and/or INSPECTION. It helps to differentiate your actual testing and diag fees.

But free is a key word to a lot of people. I agree with the rest of your statements.

First off, we live in a world of instant gratifacation. If some one car is having problems they want answers now. I do not see many hoping a shop calls them about their problem. Reputable shops have good car counts already. The guys that are starving may use your service. But if they were reputable would not need it. Now you are directing customers to less than quality repairs. Further hurting the industry.

Their Rep came by today. Seems a little high but they guarantee your money. I can see a benefit for large ticket items but have no knowledge of this company. Any feed back is welcome.

The only thing I see done wrong. The customer needs to drive when chasing noises. Driving style is also a factor that a tech may or may not duplicate. Once, chasing a clunk I could not duplicate, I had the customer drive while I listened. They accelerated really hard from the light. Not my normal driving style but I heard the noise. Turned out to be a 4-way lug wrench behind the seat of the truck. It would fall back against the cab and clunk. Stopping It would tip forward again till the next jack rabbit start. Point is I heard other noises but never the one that was the customers complaint. If you can not verify the noise the customer is hearing. How are you going to make a proper Diagnosis?

Despite what other problems you discover.

Just to stir the pot. I am seeing a lot of "The customer does not no what he needs till I tell him what he needs." Well guess what? Some of these people do know what they want.

Some are looking for a better price than the dealership that just did a diag. Yes I know, They may have mis-diagnosed the problem. But it is hard to convince a customer that the dealer is wrong and they need to pay for another diagnosis.

Some have the ability but no longer have the means to do their own work. Divorced, sold tools, live in an apartment, career change What ever the case may be.

So you are on your weekend get away. 500 miles from home you lose a water pump. Bearings shot, coolant coming out the seal it's obvious. How are you going to feel when you start calling locals and can not get a price till they see it?

It was said earlier "a case by case basis" Every phone call is a potential customer. Why would you want to discard that customer. The price only customers weed their selves out.

I disagree. Most of my aftermarket work is menu priced and what my customers are used to. But when I get a call like your water pump,

I say " I can give you an estimate that is based on the info (You provided). Or we can see what is going on and possibly save you some money." No, I did not agree it is the water pump. And planted a seed that encourages them to come in.

Either way, the customer feels we are trying to help them. And in the end that's what they want. Help solving their problem.

Typically I would set all other notes aside and start over from square one. Something is being overlooked. Never assume new parts are good parts. Clear your codes, go for a drive with the new motor and PCM. . Then come back with your codes so we can help you.

Also what size motor? New short or long block? Are you running the correct oil for the variable valve timing? Look at your vacuum. Strong and steady, or bouncing needle?

While I believe location can add to a business, I do not think it is the reason you are struggling now from a once thriving business. My place is actually in a small strip mall with mini storage behind it. It looks more like an H&R block than an accessory and auto repair shop. If you do not resolve your declining business, location is not the real solution.

A lot of stuff on Craigslist

I am probably in a different boat than most. About 75% of my return customers have come here for aftermarket work that others do not do. Spray in liner, Lift kit, Roll cage etc... I do require that parts be paid in full, up front, over $50. The only exception is the dealerships and I require a PO#. My explanation is...To avoid restock fees. Most do not give it a second thought. You prepay for fuel, fast food, online shopping, and most anything special order. It's really no big deal to prepay parts. And at some point you have to pay anyways. The price shopper always has to go home and ask his wife. But it keeps the schedule clear for serious customers. Now that they are accustom to shop policy, When they come back, it's not a big deal to require some money up front for repair work. Those coming back for service are coming back because they are satisfied customers already. New customers are 90% referrals. The funny thing is how many would rather prepay the entire transaction than write 2 checks. Now this might not work for everyone but it has been my practice for 12 + years.

I am probably in a different boat than most. About 75% of my return customers have come here for aftermarket work that others do not do. Spray in liner, Lift kit, Roll cage etc... I do require that parts be paid in full, up front, over $50. The only exception is the dealerships and I require a PO#. My explanation is...To avoid restock fees. Most do not give it a second thought. You prepay for fuel, fast food, online shopping, and most anything special order. It's really no big deal to prepay parts. And at some point you have to pay anyways. The price shopper always has to go home and ask his wife. But it keeps the schedule clear for serious customers. Now that they are accustom to shop policy, When they come back, it's not a big deal to require some money up front for repair work. Those coming back for service are coming back because they are satisfied customers already. New customers are 90% referrals. The funny thing is how many would rather prepay the entire transaction than write 2 checks. Now this might not work for everyone but it has been my practice for 12 + years.

Just make it clear that personal issues belong on the other side of the door. Group meeting do not single anyone out.

I think it is ok if EVERYTHING is put in writing first. The duties of each partner, the return expected from each. Who has the final decision of a conflict. As well as an exit statagy.

Paid validation was my first thought. Sounds like I should save my money.

How many are members, and is it worth the cost?

I have been wanting to put a sign up in the shop

Diagnose : The work done to pinpoint a problem

Guess : What you do without diagnostic testing

Hope : A feeling you have after 3 expensive guesses

Pray : I have money left for diagnostic testing

Should take some of the argument away.