KMS

We do something very similar. A test is the only way to test real knowledge, but it doesn't test for anything else. The interviews and personality test must be completed also.

Allowing side work has always been part of our hiring policy, as long as they don't work on BMWs or Minis. Unless they are family members vehicles. Our insurance will cover it if anything happens after hours. We trust our techs to be safe at all times while here.

Been there. You will see them again after the dealer f-up something and treats them like crap. It take some people a while to go outside their box of normal.

ATL, Reviews are needed by everyone these days. I just feel yelp is misleading and not very trustworthy. Very similar to the issues Angie's List is having. They just don't manage the reviews correctly. When it comes to search engine - I know for a fact that Google Plus and Yelp is a very small part of search results. It helps, but is a very small part. I have recently been doing a lot of research on how these search engines work and it is very complicated.

Wow, I love these stories. I never have any problems talking to these customers about their own ignorance. There will always be times you guess and get the repairs right, but most of the time they will be wrong. Diagnosis is cheap, repairs are expensive! Next time I go to the doctor I am going to tell them I need a pace-maker. I will also tell him not to ask me why. How f'n stupid can people be. LOL!

Sound like you have a problem with locating the correct keys. Just tag your keys and add the number to the repair order. I just use the slotted racks for the paperwork and hang the tagged keys where the slot wraps around. Makes it easy. I have also seen companies use a large singe file rack that they put all their folders and keys in. You can try that. It should be cheap enough to try.

Good post and that is completely true. Find something unique to separate yourself from the rest. Everything else will follow.

You will never please every single person. It would be nice if Yelp would challenge some of these reviews. From what I am hearing Yelp isn't a very good review site to join at this point. Maybe there will be another, even better site, to come along where they will see both sides. Who knows.

Sometimes it may just be easier to give your customer options and let them decide after you explain the differences in them.

Probably soon!

This discussion is definitely two-sided. My thoughts on both these subjects is that as long as their productivity stays high and doesn't affect the shop in anyway, I don't care. If it ever does, then we have major problems!

Cheap and Freebie always bring in unwanted customers and headaches! Not what we want.

We only use Akebono Ultra Premium brake pads. They are ceramic (No brake dust, and quiet). Our customers love them. Some track cars we use Hawk. We purchase them either through SSF or WorldPac.

For as little issues we have with customers signatures, we don't worry about to much. Now, the only time I ever ask for a signature is when the customer has an extended warranty. A long time ago I was at another repair shop where we got custom to getting signatures on everything, but this was only because of the shadiness of the customers that walked through the door. Some customers, unfortunately, will try to scam you.

It's all about convenience and customer service. Our independents shops can do both, and usually a lot cheaper. It seems to me people are looking for the full service shops more. I see that they are sick and tired of dealing with multiple service shops, and just want to find one that does it all.

If the vehicle has never been to our shop, and/or we have never taken the wheels off I will quote the repair accordingly. If we did it somehow I would let them know and repair it for free. I would let them know if they decided against it and they ever get a flat tyre they wouldn't be able to remove the wheel to install their spare tyre, and it would need done anyway at that time.

Very good point. I do believe only the individual with the gripe should be able to leave a review.

You have to understand, dealerships are getting desperate. Their customer service is getting worse due to the manufacturers becoming greedy! I wouldn't worry too much about this because it will be one of those things that will dissipate very quickly. You could up your warranty slightly and let all of your customers know. Our warranty is 3yrs / Unlimited miles and seems to be working out great for our customers. You also need to understand a better warranty doesn't beat great customer service!

I do see the positives and negatives with Yelp. I think it needs to focus more on the positive reviews. There algorithm to chose the most influential reviews is flawed! It should show all reveiws and allow the review to be disputed easier.

We use good ol' American muscle! I have used a car caddy before and they work great, but most of them are pretty expensive.

I will never put trust in a computer. Day in and day out we all deal with some type of technology that has a glitch. They can't make the tough decisions that a human brain can. Once they can, we are all in big trouble!

Condemned is a great word for some of these vehicles. Gas can and a match, or a bio-suit for the owner.

I have had similar cases of animals practically living in vehicles. I have no problem telling the customer that he/she needs to clean their vehicle before I will allow my technicians to work on it. There are ill people out there, but my technicians health is more important.

The 5% Net profit is a good way to look at it for tax purposes. Just pay yourself more to get the lower percentage of taxes owed. Than put that money in savings just in case it is needed.

It's amazing isn't it! Yes, there are small home garages that can work for $25.00 an hour, but those technicians most of the time are not a complete shop. They have very little over-head. The way vehicles are turning into one giant computer will put those shops out of business soon. I would have laughed also!