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ajnealey

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Posts posted by ajnealey

    bulk oil pricing?

    in Automotive Parts & Suppliers

    Posted

    I get my 55 gallon drums from Petroleum Services Company. Coastal Syn. Blend comes to about $1.90 a quart. Sunoco 0W-20 Full Syn. comes to about $3.43 a quart. Looks like I could be saving some more. Those prices include shipping by the way. Are you guys purchasing in bulk larger than 55 gallons?

     

    AJ

    Looking to Refer One of Our Great Customers to a Shop in the Phoenix, AZ Area

    in Customer Experience & Reviews

    Posted · Edited by ajnealey

    Hey folks,

     

    One of our best customers will be moving to the Phoenix, AZ area. When she was putting together a Pros and Cons list about moving, our shop and relationship actually made the Con list (meaning that losing a trusted technician was a big factor into NOT moving away). I feel it's my due diligence to try and connect her with another trusted shop in the Phoenix area and thought about coming on here to look for one. We're all on this forum for a reason, to improve ourselves, discover best practices and make our businesses better. I feel this forum would be a great place to find a shop similar to ours...extremely trustworthy and transparent.

     

    Let me know if you might be a good candidate. I have all service records for her '04 Jeep Grand Cherokee and '08 BMW Z4.

     

    Thanks for your time!

    Mitchell Social CRM

    in Marketing, Advertising, & Promoting

    Posted · Edited by ajnealey

    Things I am looking for -

    1. Website design

    2. Social media management (Facebook and Google+, mainly)

    3. Customer reviews

    4. Email campaigns

    4. Optional - online advertising (Google/adwords, bing, yahoo, etc).

     

    We've been using Social CRM for nearly a year, and although we're very pleased with the results, you should understand what they're offering so your expectations are in line with their program.

     

    Their service doesn't include website design, or social media management, as you've indicated. They won't post content for you on Facebook or Google+, or keep up on a blog for your company, or the such. They don't design or consult & give advice on your website, either.

     

     

    Here's what they do:

     

    1. I can be very straight with you, and make it very clear, but please know that doing so does take something away with the sophistication by which their service is valuable. Basically, they take YOUR supplied customer data, and process it, reaching out to your customers at pivotal points in the service/marketing process, because it's understood that as business owners, we just don't have the time. The key point is to make absolutely CERTAIN you get email addresses consistently, and at every visit, make sure you're asking for it, or updating it with your customer.

     

    2. Within an hour or so after entering a new customer & their email address, the customer will get a predefined email, welcoming them as your customer, and inviting them to click a link that lets them register/claim their profile on a free service that gives them instant access to all their service history, digital copies of their invoices with you, and both automated maintenance recommendations as well as YOUR service recommendations. I should mention that at every step, your customers have the ability to click a link to set an appointment for service, confirm an existing appointment, leave a review for you, ask questions about recommendations, etc.

     

    3. AFTER service has been provided at your shop, and an invoice is closed out, the SocialCRM service will (a day or so later I think) automatically send out a "Thank you" email for bringing in their car for service, and giving the the chance to click a link, and leave you some feedback.

     

    4. Once their vehicle is logged in the system, it begins a Manufacturer's Recommended Service clock, and keeps them notified of upcoming, scheduled services, each time, giving them the chance to click a link & schedule service.

     

    5. For every job currently on your board, they'll get reminders for upcoming appts with you. You have some flexibility over how these are sent out, but basically, if it's set up in enough advance, they can get one a few days before their appt, and one the day before...each time letting you know that they'll be in, ask to reschedule, and even add additional service before the appt day. Of course, they can cancel the appt, too, but it helps keep your days accurately scheduled.

     

    6. If they don't have an email address that you've entered in the system, SocialCRM makes consistent effort to track down valid emails for you, and although it's not entered automatically in your management software, it's used to email them as above, even though you didnt ever ask for one. (NOT a way to grow your email list independently, but a really nice support service.

     

    7. The "Social" in SocialCRM is because they solicit, and manage reviews for you at SureCritic.com. If you post out 50 jobs in a given week, and only 40 have email addresses logged, they'll attempt to call (3 times, I think) the remaining people on the phone to solicit a review. There's more specific data available on how this is done, but you'll have to ask your SocialCRM rep.

     

    8. They send out a monthly report email that shows & charts your company's performance in response to the emails/calls. It compares your #of visits, average invoice, overall sales, etc. to both state and national data.

     

    9. You can all ANYTIME, and they'll send out an email blast to all your customers. A graphically pleasing, professionally constructed email. Just call or email your rep with what you want the message or offer to be, and they handle the rest. (This is included in the Social CRM subscription)

     

    10. You can pay extra to have them design & mail actual postcards to your customers, but we do this in house, so I can't speak to this...

     

     

    Anyhow - we're happy with the service, and I think it MORE than pays for itself....but you MUST make it a priority to get email addresses. your staff will hesitate to do so. They'll forget. If you don't get email addresses...very little happens.

     

    If you do - then you get a "digital assistant" that will be there to thank your customers, remind them about appts, solicit reviews, drive them to your website, and even followup after service. Thats pretty cool.

     

    Just one man's humble opinion.

     

    Everything stow integrity mentioned is spot on. I will also mention that they do post weekly blog posts from other automotive news sites on your Facebook page as well at least once a week. Very interesting articles that help drive people to your site.

     

    The "Dashboard" that they give you is very cool and allows you to perform a deep dive on all data to really see how your customers are responding to the e-mails/texts.

     

    I'm a big fan. I was using Demandforce before and I thought they were bombarding the customers with texts/e-mails and robo calls for appointments and reminders. Mitchell's way of reminding customers isn't overwhelming.

     

    The only thing that I wished was available is being able to have full control of the e-mail templates to design them to match our overall design of our website/logo. Maybe that functionality will come in the future.

     

    Having an agent to just "handle" all seasonal/promotional blasts with specials to customers is easy and painless. We can usually get a response and an e-mail drafted within one business day.

     

    Costs are cheaper than what Demandforce was per month as well.

     

    AJ

    Repair order rack source

    in Workflow, Procedures, Shop Forms

    Posted

    Mike it should be noted that the static cling printer that is the more expensive option cannot print out key tags. Unfortunately this was something I found out months later when I got around to asking about how to print key tags. Still love the product, just a bit bummed I was never told this before choosing the static cling GoDex printer

     

    I just purchased a Dymo printer to also start printing key tags with Bolt On. During training, a suggestion was made to also use the key tag printer to label parts as they come in for RO's. Really good idea. Get ours key tag printer this week. We use the Zebra printer for OC stickers.

     

    AJ

    • Like 1

    One man Shops

    in General Automotive Discussion

    Posted

    One man band here as well!

     

    Took the Guerrilla Shop Management course from RLO a year ago and that was the best first step I've made yet!

     

    Started charging a fair amount on labor and parts. Starting running it more like a business. I pay myself 30% of labor sales per month. Implemented a bunch of new strategies and processes to increase productivity and efficiency.

     

    Hired my first employee (my wife) as a service advisory in July. Put her through a SA course to get caught up. She has been awesome at the front counter. I have now bumped up my productivity numbers and can raise car count. Bottom line, we are on pace to DOUBLE our gross revenue from last year. Very exciting times.

    We have been looking further ahead and are actually in the process of purchasing a piece of commercial property here in Edgewater to expand into a 4 bay operation. Hoping to close first quarter of next year if all goes well with the environmental inspection.

     

    We've brought on private investors who believe in us and our vision and are eager to hop on board as we take our business to the next level.

     

    We went to AAPEX earlier this year, took every shop management course we could take to fill our noggins with knowledge. Implementing even more tools and strategies to grow even more.

     

    We now have a business coach with RLO. This is so worth it as it will minimize our mistakes as we make this next big step.

     

    Bottom line, if you have the drive/vision/determination...you can do this. I may work on cars 10 hours a day, but an additional 6 hours is generally spent before and after the days work to work ON the business. That's how you grow!

     

    Read books! I've been reading Dale Carnegie, Michael Gerber, Tom Peters...all great authors on leadership and small business.

     

    Stay in the industry! Go to trade shows, read all the industry trade magazines like R+W, Motor, etc. Keep tabs on this forum!

     

    We've built a business plan and put together 2 year projections. The numbers look very exciting. During this whole roller coaster I have never really felt overwhelmed or stressed. This is what I want! We have a purpose, and that purpose drives us to succeed. Don't even think about taking that next step unless YOU have that purpose or mission.

     

    I'm tired of owning a job. The time and money spent now will pay dividends as we will be able to enjoy life later down the road.

     

    All the best,

    AJ

    • Like 2

    Thinking of switching repair information provider

    in Auto Repair Shop Management Help? Start Here

    Posted

    We use Motologic, Identifix and just signed up for ProDemand. The Motologic is really nice. Genuine OE service data. It isn't reformatted at all. Their wiring diagrams are also really slick. And it's affordable. But I might drop it. Just signed up for Mitchell1 Team Works with Manager SE and ProDemand due to the fact that they are all integrated. I'll work with ProDemand for a bit to get used to it and may drop Motologic in the future. Identifix is a no brainer, couldn't live without it. Also really like iATN.

     

    AJ

    If you wanted to double your car count, what would you do?

    in Auto Repair Shop Management Help? Start Here

    Posted

    SMMotors,

     

    Thanks for the feedback. Currently at $550 ARO and 53% overall GP on tickets. I also neglected to mention that we would be working out of a 5 bay shop and there is a second building that we would be leasing out until we max out capacity of the first building.

     

    With our business plan in place, the wife would be the SA, I'd also have a GS tech and a more experienced technician to start. I'd also have a CSR at the front counter/office. I'd run day to day business activities and transition out of the shop.

     

    AJ

    If you wanted to double your car count, what would you do?

    in Auto Repair Shop Management Help? Start Here

    Posted

    Hey Folks,

     

    My wife and I currently run a 1 bay operation. We are looking to expand into a larger facility. We are currently hitting 60-70 cars per month. Running the numbers to operate a 5 bay facility that we're looking to purchase. We should be doubling our car count to stay profitable.

     

    Here is my marketing strategy to accomplish this, I would love your feed back as well:

     

    -Ribbon cutting event, grand opening party, live music, food, beverages, give aways, have other vendors come out to support event, etc

     

    -Direct mail campaign - MudLick mail? ValPak? (Thoughts)

     

    -Google pay per click advertising

     

    -Signage - it would be on a major road in community

     

    Looking for the best bang for the buck opportunities to get up and running and then explore other marketing ideas for the future.

     

    Thanks for your input!

    AJ

    Sales Projections for the Next 2 Years?

    in Auto Repair Shop Management Help? Start Here

    Posted

    Hey Folks!

     

    I have been furiously busy behind the scenes trying to take our one bay operation to the next level. We are in the running to purchase a piece of commercial property and expand to a 4 bay operation to start. To make the banks happy, they want to see sales projections for the next 2 years.

     

    I've spent a good amount of time putting these projections together, but I would love some feed back from the community. I just want to make sure that I'm not missing anything.

     

    I'm not saying "show me your books" but if you have some basic percentage figures that I can work with based on gross revenue, that would be great. I'm just trying to cover my bases and make sure I'm not forgetting anything before we make the plunge.

     

    But if you are willing to show me your books, that would be awesome! Of course, confidentially. I'm curious what other 4 bay auto repair shop expenses look like. Feel free to PM me and we can exchange e-mails.

     

    Any feedback or suggestions would be greatly appreciated!

     

    Thanks!

     

    AJ

    Ratchet and Wrench Performance Survey, worth the money?

    in Auto Repair Shop Management Help? Start Here

    Do you use a Digital Inspection process?

    in Management Software, Web Sites & Internet

    Posted

    AutoVitals here. I like it for the most part, but seems to be a very rough and "buggy" software. Since it's just my wife and I, we just use the Electronic Inspection System (EIS). Customers love it! The transparency of your inspection sells itself, worth every penny. After implementing digital inspections, my ARO went from $380 to $560. Very happy to say the least, but I'm always open to better applications. We'll be at AAPEX to check some out later this year.

     

    AJ

    Customer Supplied Tires?

    in Tires and Tire Services

    Posted

    I offer tire services as a convenience. I mark up my tires 10%-20% plus mounting/balancing. I tend to have a handful of customers that insist of supplying their own tires from Tire Rack/Discount Tire/etc. How do you guys tend to handle this?

     

    I'm a shop that does not work with customer supplied parts. What about customer supplied tires?

     

    Thanks for your responses!

     

    AJ

    Turning in to a more Focused Shop

    in Auto Repair Shop Management Help? Start Here

    Posted

    I too was a Honda tech at an independent shop for a decade. Went on my own and found out I could not survive on just Honda work alone. I'm working on everything....and successfully too! Just had our best month ever this past July. My wife has now left her day job to work with me and we are looking to move out of our one bay operation. Exciting times.

     

    I have made investments in tooling, but honestly, I can't remember a vehicle I have not been able to service and repair correctly. A really good J2534 pass through device gives you access to OEM diagnostic tooling...that's huge!

     

    We do it all, except major body work. We have alignments and state inspections done at another shop for us. We like to be the YES shop. I do enjoy the challenge of getting to know other makes. Currently an ASE master tech, but foresee myself transitioning out from under the hood within the next couple of years.

     

    AJ

    • Like 1


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