GENUINE

I need some words of wisdom to resolve an issue, or at least thoughts on how to handle this situation. Long story short (sort of); We installed a used rear end assembly in an 07 Mustang GT due to noise/howl in his - 16 months ago. Chose a used assembly (mistake #1) b/c "rebuilding" his to correct a howl was not a job that I was comfortable doing. (Past personal horror stories prevent me from opening up rear axles!) Yard offered a 6 month warranty which was documented and he was aware of. He authorized, paid and left, I have a long term relationship with this customer, more as an acquaintance than a regular customer, but occasionally we will do something for him. Fast forward more than a year (during which I've seen this car once for another simple service). Calls and says "there's a drip in my garage floor - I think that rear end is leaking." He brings it in and sure enough there is a "seep" from the pinion seal. Again - fearing opening a can of worms and knowing all warranty has expired - I top it off and advise the dealer for what I'm thinking should be a relatively straightforward repair for a Ford tech. (mistake #2) He reluctantly agrees and leaves, not a word said about noise or warranty. Today (two weeks later) he storms into the shop and proceeds to give me a serious tongue lashing, claiming that "Ford says that rear end was junk when you put it in, the pinion bearing is wiped out and that's what caused the leak and that they're going to have to "rebuild" it (whatever that means) - and for less than you charged me to put a used one in! you should have sent me there to begin with!" But now today all of a sudden, he claims that "that rear end was still making noise from the day I picked it up!" (16 months ago) but he never called to tell me, not a word in 16 months, and didn't even mention that it was making noise when he came in with the leak 2 weeks ago-not a word until the dealer "told" him I sold him a "junk" used rear end. He was angry. I listened, I asked why he never brought it to my attention? Especially knowing the warranty was 6 months. I didn't get a logical answer. After he'd vented, I asked "what would you like me to do at this point?" His answer was "I'm not going to tell you what to do, but you need to make this right! You think about it and call me." Question to you all....how do I handle this to avoid mistake #3? Thanks in advance.

Oh, I loved this one. We did one for an A/c compressor fail in the past. After the back and forth on the phone, I was told that "the policy covers freon, but not the evac and recharge service"!! Seriously! Try and explain that one to the customer!

I have found them to be headaches for the most part. They have an established labor rate that they "will pay" and most also want to only pay you what "they show parts COST THEM" if they were to buy them. Essentially acting like a customer wanting to bring their own parts AND give them a reduced labor because they're letting you do the work! And then....spend 30 minutes on the phone interrogation. IF I take one in, and it's usually only in rare instances, But I have always explained to the customer that I won't compromise the quality of work I do for them just because the warranty company wants it done as cheaply as possible, so I will perform the repair as I would otherwise and unfortunately THEY will have to pay not only the deductable but the difference that the warranty co wont pay. Usually they understand and end up upset with the warranty co and not me.

I always thought I was in the minority on here, being a 1 man shop, but it appers there are quite a few who have also found it to be possible...maybe even satisfying as well. I think all of the pros and cons have been adequately described. I must say that my wife does a GREAT job of handling the front when the kids are in school, (answering phones, greeting customers, ordering parts, collecting payment, etc.) and that is a HUGE advantage that I miss dearly when she's out for the summer months. She does allow me to concentrate on getting repairs diagnosed and done PROPERLY, which is something that was more work for me to achieve when I had (2) guys in the shop. SO many variables that will effect this question, but it CAN be done and a modest living generated from it. Great topic. Very interesting/encouraging to hear others situations. Dwayne

Ha. Glad to see im not alone. I was squealing over this some time back on here. http://www.autoshopowner.com/topic/9330-is-it-possible-to-reprogram-or-flash/

thanks!

Really? That would NOT have been my guess. If that's the case, will specs for a NTK sensor be the same as purchasing one labeled GM? Or are theirs made to different specs? Need the best component for this guys truck, anything I install that even MIGHT be considered less than "O.E." quality is a guaranteed comeback with "something just isn't right with these oxygen sensors..." Ordering NTK will be more convenient/quicker for me than dealer - unless Ihave to do it twice.....

Anyone know (for a fact) who makes GM's oxygen sensors? Specifically 99 5.7 Chevy truck era.

The customers perception of our industry? I'm sure this has been discussed in the past, but recent events have brought back and increased my level of frustration and irritation regarding this "perception" of our industry by the general public and I thought I'd vent a little and see if anyone else experiences it around the country. Auto Zone came on hot and heavy in our area some 20ish years ago, purposely undermining and virtually destroying the auto repair industry soley to prostitute their inferior selection of "parts" to the DIY'er, in turn spending a fortune advertising how simple and easy everything we do is, successfully changing the mindest of the general motoring public to believe it! Anything can be fixed right there in your driveway with just a screwdriver, a pair of vice grips and a crescent wrench! "Don't pay those high priced repair shops and overpaid grease monkeys to do that simple job for you! And besides, they cant be trusted...they lie about whats really wrong, sell you things you don't need, and EVEN WANT TO CHARGE YOU TO JUST DIAGNOSE THE PROBLEM!! Besides, your car can diagnose itself, and we can "Diagnose" if for you for FREE and quickly and cheaply sell you the part to fix what it says is wrong! After all, it can only be one thing causing that P0300 right? Has to be a tune up! Or that pesky P0171 or 174....probably just needs a fuel filter...we can sell you that. See how easy it is?" This is the mindset that AZ has successfully embedded into the mind of the motoring public (around here at least), creating a large hurdle to overcome for an honest, legitimate repair shop. Granted, they are much more successful and financially sound that I may ever dream of being by whoreing themselves out to the market at the expense of those of us who have invested our lives, finances, and everything else learning, pursuing and constantly fine tuning the complexities of this field, but at what expense? Sound bitter? Maybe just a little...but if I get one more customer this week with a roll of toilet paper from AZ telling me "they already got it 'diagnosed'...I just wanna know how much you'll charge me to fix these things" I think i'm going to lose it. I have developed a tactful and witty answer that I employ most of the time, but I seem to be having a rash of these lately and my patience has reached an end. My tactful, realistic answer to the customer as to what's wrong with the AZ approach to diagnosing a late model, complex, rolling computer loses all validity as soon as I tell them there will be a fee involved to perform a thorough and accurate disgnosis that I will stand behind if allowed to repair their car. My one on one can't overcome the Billions that AZ has spent telling them just the opposite. I must be trying to "get over on them". Maybe I'm alone here,,,,if so it felt good to vent, if not maybe someone else would like to share and offer how they've seen this trend develop and their tactics dealing with it. DJ

I recently got a cold call from a represenative from a company called Customer Link. He said he saw one of my posts on HERE regarding increasing car count, visited my website and then contacted me. I arranged a time and spent quite a while learning about his marketing/retention program. Very nice guy, sounds like a sound program, but as with any of these types of programs i'm always skeptical. Wondering if anyone has any experience with this company. I understand this is a delicate subject and I don't want to instigate any public bashing (if there is any). If you have positive feedback, i'm sure it's ok to post here. If there's any bashing to be done, please PM me. Thanks so much in advance.

Wow! Open365, so many good ideas there. I have some homework! Thanks so much for taking time to share that. Definately worth more than .05! And to everyone, thanks! Just what I was looking for, real life ideas from the perspective of shop owners who have maybe been in my position, as opposed to the marketer who has the greatest promotional idea ever.... Keep them coming, I'm sure others can benefit from fresh ideas that they haven't tried.

Thanks for the thoughts. I'm working on them as we speak.

Joe; How did you market your first clinics? and what kind of turnout did they generate?

This topic has probably been addressed, but I dont see a search feature here so please direct me if it has. The eventual question regards increasing car count. here's a short back story and how I found myself in this quandry.... After 14 years working with a partner in a mixed business facility, in an economically "challenged" area (we sold used cars...cash or buy here pay here (his half) and operated a repair shop (my half) Despite our initial business plans, the two bussinesses ended up working against one another as opposed to enhancing one another. The general public perceived us as a used car lot thinking we only sold cars and the shop basically serviced the cars we sold. And It was very hard earning the repair business of those car buyers...even offering a discount on service to those buyers. Maybe it was the type of customer shopping at a buy here pay here for the type of car we offered that made it hard to make a customer of them at a legitimate shop....maybe it was a trust thing having the lot that sold it work on it...I still don't know but the two didn't work well. Over this time, in addition to the customers I brought with me to the partnership I was able to establish a pretty good base of solid customers, but after the split and the taking away of all the prep work for the car lot and the time it absorbed (time that usually pushed away paying customers, put a strain on both, and finally forced us to part ways.) we are struggling to book full days now since we are essentially starting over. Other than my wife who handles the front and books, and a shop "helper" to clean up, stock, do some simple unskilled things, myself handing all "work", we chose to let all other personnel go and start over with a new mindset focused on service customers and customer service! Running the shop like a shop, with the intention of hiring another tech but car count is hindering that.. Now the question. We are struggling with effective ways to bump car count. Wife RELIGIOUSLY sends repair recommendations for work not sold during inspections, makes follow up calls, sends thank yous, pushes our referral program, sends seasonal e-mail blasts to our limited e-mail base, etc. All the internal stuff. I have also spent thousands on a direct mail program that I thought (and was told) was a sure fire way to get the phone ringing opening the door for me to get them in the shop and make a customer of them (not working quite as expected) I have effecient and specific proceedures in place for handling cars and customers, essentially doing all things right internally (i think) we just cannot seem to get them accross the curb to set the hook!! Is anyone else faced with similar challenges. Not the business split, but being a professional facility in a "poorer" area boardering more affluent areas that you cannot get into your shop becaues of it's location? We are right on a major commuter route with HUGE car counts, 1/2 mile from an interstate, nice, clean, well manicued, well equipped facility, I'm a 23 year certified tech...just cant break the stigma of our location and build our customer base. Any help you might have to offer as far as marketing a situation like mine? What's worked for you? Etc. Management Success! told me years ago that we just need to know what buttons to push to get them in the door..and for 10K$ MORE they'd tell me what they were. (Other than moving...loooking at that option but can't do it immediately) Hoping someone has some personal insight/experience. Sorry to ramble, thanks for reading and thanks in advance for your replies.

For years the value of our profession has been under attack and undermined from the inside out and the top down! You know the mass marketers have push the freebies for years now. (thanks AutoZone....EVERYTHINGS free there! Diagnosis, battery install, whatever...may be wrong but who cares it was FREE and they sold a part!) I guess that strategy depends on the neighborhood. In my neighborhood, doctor visits (ER visit for a runny nose) are.....not paid for by the patient, typically, so it does not always register. I have actually tried that comparison in the past and realized it was absolutely no help. Customer still just don't understand the concept of diagnosing todays cars and the complexity that can sometimes be involved and the need to recoup for that time as well as having no parts associated with that diag time to help with profit margins. I think explaining it to them simply but phrasing it "together" on the invoice is a good idea. One less thing for them to nit-pick l after the fact when their brother in law looks at it and says "they charged you how much just to look at it?" All depends on what buttons work for each customer base.

Helped me. I like that strategy and I agree completely with the logic. I will begin using it today!

Great example.

It does. Basically common sense. Address them the same way I might if I weren't standing across the counter from them.

Joe; Any idea weather Shop Key (which is a Mitchell system) has a system like this? Oh, and a smart man once told me, "None of us can make a living doing oil changes, but I'm convinced that if we can see them every three months for their oil changes, we'll get their repair and maintenance work too. It keeps us fresh in their mind" I believe him.

Do you suggest first name, or Mr.______ or Mrs._____? Do you think first name is too casual for a business relationship, or do you find that it creates a more personal relationship right off the bat?

Amazingly I was paid $1.15/gallon about a month ago from a local hauler in my area. Safety Kleen was offering .50 I think.

Thanks for the encouragement. Speaking for myself, I tend to get stuck in a my own world and my own daily routine...right wrong or otherwise, and having my blinders on to what might be so obvious to others. Seems so obvious NOW to work your customer base to get the phone ringing again. Had I been implementing some of the offensive strategies discussed, I may not be dealing with this now. We can't dwell on the past, but it sure can be a good teacher.

I do "have" the means of accomplishing some of these tasks, but i'm afraid i've been caught off cuard by the necessity to do them, and now find myself at a critical point. I'm working with another shop owner/motivator, great guy who is advocating the same thing exactly and had me working in that direction on a more religious basis. But something has happened in the last couple weeks where someone has just turned the switch off and freaked me out a little. But thanks for the reinforcement as to how critical it is now days to stay visible. Used to, our philosophy was, open the doors and they will come....not so much anymore.

Wondering what you all do to make the phone ring. We've been in a slump where the phone just does not ring. Do you have any tricks to jump start it again? Dwayne