FROGFINDER

I focus on referrals from my sales force (customers and anyone i come in contact with) I look for any excuse to give the customer that is at my shop a 10% discount up to $50.00 off. I pass out donuts to local businesses ,flowers to the ladies and $20.00 off coupons to anyone.

Dealers,auto parts stores that do things for free and the other guy that will do it cheaper. That being said They Dealers cannot compete with my warm smile and love for my customers. Remember 20% of your customers provide 80% of your business. Always look for and ask for for referrals. Thank and Reward those that refer you.

I think it was in the seventies, when the goverment was putting pressure on the car companies for emissions, fuel mileage, safety and other things that would require complex technologies that in response Lee Iacocca said something like "We might as well weld the hood closed on these cars because no one going to be able to work on them in their driveway" At a dealer "open house for it's wholesale parts accounts" i went to about ten years ago i was talking off the record with a factory rep. The "open house" was really a head count of to see who that dealers service competition was. The rep went on to talk about cars that would e-mail dealers/owners about needed car repairs/services and incorrect repair procedures being done by others,etc. He even talked about cars now on the road in Detroit that someday will drive themselves to the dealer for service. Even if we get the Right to repair i feel that we may be running out of customers (middle class) that can afford the repairs and $100.00 plus and hour plus crazy electronic parts prices. I am seeing more a more car's with check engine lights,,abs lights,srs lights on that the customer does not "care about" due to the expense. That being said as part of my full service i do what ever it takes to get the car fixed even if i have to drop off/pick up the car at the dealer. I get referrals from happy customers and dealer service advisors because they know i will get the job done.

An aftermarket insurance company wanted me to install a used rack & pinion that they would provide from a salvage yard that they do business with. It’s bad enough that their arrogance dismisses the fact that we make money both on parts and labor, but to think that I need the business that bad that I would compromise my integrity.

 

I flat out told the insurance company, “NO”. I also told them, “this is my job, my business and I have an obligation to my customer to do the best job possible and do what’s in the best interest for my customer". I spoke to the customer and explained the situation and what I thought was the correct repair. She agreed and paid the difference to install a quality reman unit.

 

Shop owners, agree or disagree?

AGREE.

Viewpoint: Dealership Stickers Steering Drivers to Dealers

By Andrew Markel

Editor, Brake & Front End Magazine

July 22, 2011

 

 

New car dealers have been using “only call us” stickers under the hoods of new cars for more than a decade now. These stickers tell drivers that they must take their vehicle to a factory-authorized facility because it is equipped with “highly technical” onboard computers.

 

The fact of the matter is that most independent shops can service vehicles for repairs outside the warranty repairs. Shops have access to information, tools and parts to complete just about any repair that a dealer can perform.

 

Dealers and their trade associations are putting more emphasis on the service side of the business. It has evolved from quick lube bays to brake jobs. Now they want to see a vehicle long after the warranty has expired.

 

I encourage you to discuss the sticker with your customers and ask them if you could remove the sticker and clean away any residue. You can even create your own sticker that refers them to your shop.

Henry Ford once said that "He could give his cars away if he could get all the repairs" They are doing a good job. We put our name,address and phone # on every vehicle that comes in.

We have a lot of customers who are telling us that they have free oil changes with thier new car, from the new car dealer. Some for 1 year, 2 years, and some for a lot longer. I have a tough time letting my customers going back to the dealer for any type of service. People are loyal, but people are also creatures of habit.

 

How can we compete with “free”? Any ideas?

If it cost's $100.00 (or more) to replace a customer it's cheaper to give them the oil change and ask for thier referrals that lose them.

Being and old parts guy i shop all items from our list of local suppliers. It reduces our costs by 5% to 25% in most cases.Pays better than the stock market or savings account. Sometimes the Dealer has the best price and quality. I thank each parts person for the help and referrals. Sending them Pizza and Donuts from time to time helps as well.

It's cheaper to keeper. The car.

Silence is golden until the facts are in.That's why we have two ears, and one mouth. Happy Wife Happy Life. I have had to sleep on the "couch" of my 1969 ford truck on a cold winter night.

As vehicles become more complex,remote controlled and fast all repair will have to be in a controlled "lab". If our Techs at our shops can maintain robotic vehicles then we are ok.

Let me give everyone an update: It's been a year and a half since I gave away a windshield. The customer has not been back. SO, in my mind it was a scam and the customer got over on me. But that's ok, I am sure that we can all agree that we are all judged by a higher authority and I know in my heart I did the right thing.

If you can still reach this customer send them a thank"s for your referrals and don't forget to send out a Christmas card. You would be amazed who will refer you even though they go elsewhere for car repair.

When i started in the auto parts business in 1972 if you had $100k worth of inventory you had 90% coverage. I could pull the parts for most cars by memory. My boss at the time (ex WWII VET) would not serve and he even threw people out of the store when they asked for japaneese car parts. Times have changed.

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Ask every owner of a car or truck what they need/want to have done to their vehicle and get it done for them asap. A full tank of gas,oil change service and a detail service =$200.

Now that is a statement I take exception to. That is the management consultant's line to get you to lower your standards and hopefull make thier benchmarks so you think they are actually helping your business. When the reality is, in order to make those numbers you have to cheat the customers and eventually it will come back around. Because to take that attitude and apply it to every car that rolls through your door, to meet that statistic you must lower your standards. Okay, so maybe the only thing you can find on this otherwise pristine car is the brakes are at 3mm, manufacturer's specs are at 1.6 mm, so you recommend brakes even though the customer still has life left but you need to make that magic number. That attitude is exactly what turns a good shop into a 60 Minutes expose. Sure the brakes were close, but not at the end of their life according to the vehicle manufacturer.

 

The numbers change but the notion exists that there is XX BILLION dollars worth of unperformed services every year. That's a great notion but that does not equate to reality. How many of those services would be sold if they were presented? Maybe half at best. And what about the new cars coming to you for their oil changes and are still under warranty? To make a blanket statement and then live it as gospel is disingenuous and deceitful. The simple fact is it is impossible for your statement to be a reality. And to make it true you must be dishonest and unethical. The average may meet your threshold, but not every car that comes in. And not every customer that comes in will buy what you try to sell them, because of the reputation auto mechanics have because of philosophies like yours. So that statement, that attitude, that practice ultimately hurts the whole profession, and makes it harder for us to care for our customer's and their vehicles because there is perpetually a tinge of distrust.

 

Now if I misinterpreted your statement, I'm sorry. But your statement was matter-of-fact with no ambiguity, and wrong.

I follow the work six days and Give thanks on the seventh day. We remind all our customers that we have a key drop, tow service,courtesy drop off/pick up and we are open Saturday's. So many times it creates an opening for a repair. Every car or truck you see needs $200.00 worth of something. Thank people for referrals.

In hard times our upkeep becomes our downfall. Get debt free ASAP. Work six days a week and rest the seventh. Too much idleness and gossip will dress you in rags.

Before cars became GREEN(ER) men banded together to fix the horseless carriages while the women passed by wishing the could be noticed by the men. Once the men got the jalopies to run they then picked up the girls and soon came new dads.

A quick walk around the vehicle with the customer present while pointing out obvious flaws at check in saves a lot of hassle later.

Serve others in a manner that leaves them glad they met you will and you will be blessed with work.

Don't forget cabin air filters and cleaning condenser/radiator fins.

The Frogfinder

I keep a drive on lift open and monitor drop in business myself as often as i can. It's all about referrals! Even if you can't help offer them a cold drink and a idea on solving his/her problem. We shut down at 1:00 Saturday's. Today I let the men go for the weekend. I was just about to turn the key in the shop door lock when a frantic lady drove up with a low tire She was not happy with my answers to "our we open" and "Can you change my tire on this rental car that i am returning" No I said but I will do something. I opened the shop door, gave the lady a Rose,our business card, I aired up the tire and followed her to the down the street to Discount Tire . She gave me a hug and kiss on the cheek. Priceless!

The Frogfinder

We all get salary. If you are at work you get paid. If not you don't. We ALL work on shop upkeep when "slow". We can change if we have to but that has worked since 1978.

I remind my customers not to under pay the people in their live that solve problems for them or it will cost them.There is no free ride.Keep fixing your car for free and you will be riding the bus. I also know that the real profit is in tracing the source of the problem fast. That is getting harder to do a a general repair shop that has to try to get payroll from whatever roll's in. I still focus on my side of the street. I don't want everyone's business just several thousand people that at any one time support me,pray for and refer me.

Happy Mothers day

They have been dying off since the late fifties and are close to extinction.

WOW! Do they exisit?

There are now analog people and digital people.Digital people are like tech zombies that must be in on all gossip and games. The goal of the digital people is to get rid of the analog people and the gray haired people so that they can continue gaming. It's hard to find a drug/addiction free,media violence/porn free and moral employee today.