KMS

A full service shop shouldn't need to give away anything free to get customers in.

We just installed 16 cameras around our office and shop. It is a good idea. Better safe than sorry!

Those customers just make me laugh. They don't deserve anything, and I will let them know that. People like that believe they are owed something. We doesn't owe them sh*t!

Remember, we all started somewhere. Flat Rate mentality is learned. Someone right out of tech school will not be quick. They are taught to do it right, not fast and check it over and over again to make sure it is right. He will be nervous for a while. He will need to be taught how a technician in the real world needs to hustle. Good luck.

Good luck! We are all here to help anyway we can. Don't be afraid to ask questions.

We also do not worry too much about customers signatures. I can count on one hand, in ten years, how many times there has been an issue to where I wish I had a signed work order. Having a signed work order is good, except if they have an issue after they already okay'd work over the phone. The up-sold work doesn't have a signature. I guess it has its ups and downs. I do like the idea of having an outside hard drive or server to back up my accounting!

We have the same policy here, and all of my techs understand completely. We also will replace some bulbs for free. What we did to make up for some of there time is pay them for a courtesy inspection .25/hr. It has not only helped with doing the small things for free, but also has help with upselling on every vehicle that comes through our door.

I like that. Problem is I can't see the cars when they pull up from my desk. Great idea though!

I will have to look into these companies. Maybe they can help draw in more new customers. Great topic!

I think you need to talk to your technician. If his work performance has drastically reduced find out why. There is something going on in his personal life. There is a reason he lost motivation. If this doesn't help, find someone who is money motivated, or find out what motivates the tech you have now. Good luck and never let an employee be the fall of your business.

I feel the same way. It's not my warranty, so I will charge my normal price. The warranty either covers it or not, and the customer will pay any differences. If the customer has any issues they can take it up with the warranty company personally. I will not allow them to send me any parts. It's my way or the highway!

Customers are very appreciated to receive a good, clean loaner car. You don't have to put decals on then, but I can't even count how many times a new customer would call to ask about us because they saw our decals and were interested. I think it is a great idea.

That is a fair assumption.

I have seen this many times. I get these phone calls daily. I have an X3 in here right now for that same reason. He's an engineer, yay, and a YouTube fanatic also. What a gem. He told me he had some warning lamps on, (SRS, 4X4, Brake, and Light bulb), and they all came on at the same time. Sure they did? Dealer to him he needed a steering angle sensor, DSC module, Heater Control Unit, and a passenger occupancy sensor, vehicle had no heat, and all the bulbs are working. Dealer told him it may have communication issues? Something definitely didn't sound right to me. He brought the vehicle to me. We went through the diagnosis. It had multiple faults in many systems. So, I decided to drill him a little, and found out the lamps did come on at different times. Also, he told me intermit. his low coolant lamp comes on. One of these days people are going to take responsibility of their ignorance. What we found out: 1.) Needs a steering angle sensor (took care of his Christmas Tree dashboard) 2.) Needs a HALO bulb 3.) Needs a coolant expansion tank - coolant was way low and leaking externally! Not a control assembly. 4.) His valve cover was puking oil! Thank you dealer. He bought everything. It just took a little extra time.

I don't know your clientele, but it definitely sounds like your ARO is way low, or your customer count is low, or maybe both. You sound like you work a lot of hours already. It isn't always necessary to work extended hour. I would look to see if how I could get my ARO higher before I would work more hours. Great Quote: It's not the time you put into your work, it's the work you put into your time! Words I live by!

I am just starting to figure out how all of these back-end links work through SEO. Thanks for your responses. I did look into Yelp a little and I will some more.

Do you know how many clicks or leads you get a month?

We sell a 4W alignment with every new set of 4 tyres purchased. We let the customer know that it is the only way to get the manufacturers thread wear warranty.

That is a good way to look at it, but I think it is a lot different these day. There are just way to many people out there that keep searching for the $0.50 deals. They will bounce from shop to shop always looking for the cheapest price. These are not the customer's I search for. I want the customer's that understand what it takes to maintain a vehicle properly. I have realized that you don't have to give away cheap or free services to gain new life-long customers. I would say if I were a newer company, you may have to, to get noticed and get your name out in the community.

This does happen. Some customers are easily discouraged. It sounds like you failed to earn her trust somehow? If she is a multi-vehicle customer, just take car of it to try to earn her trust back, but find out what happened for her to lose your trust. Make sure you emphasize that failures just happen, and it wasn't anyone's fault. Good luck!

This does happen. Some customers are easily discouraged. It sounds like you failed to earn her trust somehow? If she is a multi-vehicle customer, just take car of it to try to earn her trust back, but find out what happened for her to lose your trust. Make sure you emphasize that failures just happen, and it wasn't anyone's fault. Good luck!

This does happen. Some customers are easily discouraged. It sounds like you failed to earn her trust somehow? If she is a multi-vehicle customer, just take car of it to try to earn her trust back, but find out what happened for her to lose your trust. Make sure you emphasize that failures just happen, and it wasn't anyone's fault. Good luck!

We did on all our loaner cars, but did get some negative feedback when the customer/s had to go to business meetings. For as little negative feedback as we got, I would always put decals on loaner cars. It is free advertising, just don't get ridiculous.

I have read many stories that insurance companies put out that more accidents, whether FWD or RWD, are caused by poor rear tyre tread. We always put the newer tyres on the rear of the vehicle when only two are purchased.

AI have been on both sides of the counter at a dealership. I was a technician and a service advisor manager. I have seen technicians get pushed out because of their wages. It's ridiculous! This has been going on the past decade to reduce the cost, and raise profit. Dealers / Manufacturers want you to do more work these days and want to pay you less for it. The whole dealership framework is flawed. It's nice to see other people out there with a similar experience. Dealerships suck!