FROGFINDER

Not everybody likes the same music, the same politician, or the same restaurant. And... definitely not the same mechanic. They've got their opinion, and I've got mine. Too bad they don't agree.

I always say that's why there are 31 flavors of ice cream. (dating myself)

The probability of something going wrong goes up dramatically when people decide to wait. What happens when something breaks and isn't readily available and they are camping in the waiting room? I encourage everyone to drop off their car.

Funny how often that is true.

 

Hi Frogfinder! I agree with your comments, but you still can't control every situation. What I hear from shop owners is that they focus on things that aren't as important. Here's what I am saying. Your waiting room should be all about YOU, the shop owner.

 

Face it, the biggest hurdle you've got to face is overcoming 'trust'. Car owners typically approach repair shops not trusting them.

 

That's why I promote using your waiting room to 'build' trust. Things like simple pictures of you handing keys to smiling customers; pictures with local celebrities, pictures of happy customers with their testimonial posted right beside it - the 'familiarity' of YOU builds trust.

 

I'm not saying it shouldn't be comfortable - but it's one of your best chances to help build trust with customers.

 

Hope this helps!

 

Matthew Lee

"The Car Count Fixer"

 

What i am saying is it's wise to control what's in your waiting room. Good customers are always welcome. Whiners and not so nice people are directed elsewhere in a nice way. I will offer them $7.00 bucks and a coupon for the jack in the box across the street that has wi-fi.

Cocaine. The guy bought the vehicle at a Police Auction of all places.

Wow. What a moving story and what a smart, kind, and thoughtful action on your behalf. You have probably made him a loyal customer for life.

One thing i learned is that every customer has a cross that they bare. Often when a customer seemed upset at me about the repair process i would take the time to talk to them in the waiting room and they would reveal their burden to me. Job loss, divorce, loss of a child,cancer,etc. I've been to numerous customers funerals,hospital visits and have even held dying customers in my arms during their last days on earth. That's a big reason that i left jobs where the owner's mantra was "F$$K THE CUSTOMER"

At the shop i had worked at we had a customer that always seemed aloof and questioned any needed repairs or service costs. My coworker did not even want to wait on him as he avoided problem customers. Being the known as the "problem customer" specialist i always served him with a calm and respect. Caring for my customers as i do i googled his name to find out more about him. As fate would have it he came in one September for a needed vehicle state safety inspection. I had the vehicle inspected and asked him to wait a little longer while i personally hand washed and vacuumed his vehicle. I summoned him to the office to settle up and i gave him an invoice marked Paid In Full. He questioned me and insisted that he pay for my service. I replied that it was on me and besides it was in memory "Lauren". He teared up and motioned for me to wait while he went to his vehicle. He brought me a special gift and we hugged. His daughter, Lauren had been in seat 11 on flight 93 that had crashed in a field after the "Let's Roll" battle cry that saved countless lives at it's intended target.

RIP Flight 93

WE MUST NEVER FORGET 911

JEFF KAUFMANN

ASE SERVICE AND PARTS * RETIRED

A waiting room should a be a peaceful place to have people wait a few minutes for a courtesy ride to the place of their choice. I would think that if you ran a report on average invoice and profit amount on "waiters" it would be clear. When i was working and dropped off my car for repairs i did not want to hang around the waiting room, i wanted to go make a few Grand to pay for the bill! I have advised many customers that were worried about the cost of needed repairs and wanted to wait for them to accept our courtesy ride so that could make some money to cover the bill. Time is Money!

Being in Texas with open carry tends to weed out the riff raff.

My old boss (in the 70's) at an auto parts store in a bad part of town open carried and never had any complaints.

 

This is good!

I did the same sign but it's sad to hear the customer with poorly stopping brakes say that the $99.00 brake place "Got all my money"

I like WorldPac. I always check Dealer price first and then shop from there. There are times that the dealer part price is worth it because proper fit or improved design/TSB .

The future is a Auto Service Vending Machine with "Robot Service People" in the back. I still want to be in control of the check in process.

Peace and quiet is nice. I prefer a place of peace and quit for people waiting a short time for a courtesy ride. I prefer giving my customers courtesy ride options so they are not waiting for larger jobs to be finished. It's harder to make a profit it it was a two hour wait but billing time is 4 hours.

It was the Greatest Generation and Boomers that supported my automotive parts and service career. It seemed like the people born after that are loyal to the cheapest price or they are going to trade it in if the repair costs more than two payments.

There are always people that break that mold but i think ya'll know what i mean.

Good Read and a lot of truth.

I bought from the O'Reilly's next door to me when they matched price or when i needed something now. I like World Pac and XL Parts. I price the Dealer and work from there. There are times when the dealer is the best price/best fitting part or upgraded designed part.

AAA member shops make AAA look good not the other way around. I left them when they got too big brother, wanted my customer info, wanted to track them by OB11 devices, Selling my customers crummy batteries without me checking them out at our shop and not referring cars within a block of me to shops further away.

One situation where I had to call the police was someone trying to get something for nothing. I think they were practiced in pulling their scam. The other was someone who was unbalanced. She was convinced we had swapped out a tire on her car for a different tire. We hadn't and had no way to convince her and she wouldn't leave.

LOL I know what you mean. I had a lady come in for a tire rotation. We rotated the tires and she claimed we did not. We cross rotated them again while she watched and she started screaming/cursing that we did not rotate them. When a customer uses God's name in vain that is it they escorted off the premises. After she left i thought about it and i think she was looking at her hub caps which stayed in the same location. She came from the Doctors office/medical building across the street from where we have had many irrational customers come from. The medical assistants in that building all drive junk because they don't make much money and i think they dip into the meds.

Kinda like a classic car restoration shop i know of. He is a year behind and laughing all the way to the bank.

Welcome aboard. I would advise owning the land the shop sits on as well. Outside of car repair i have always made money on real estate.

I always felt that i was a bar tender without a booze license. I have had alot of first time customer's bring me their car just because i took the time to chat about car stuff.

Self driving cars will drive themselves to to dealer for service. Until then i have to admit that the dealers have gotten stronger in their market retention. I've had even good customer "say goodbye" after buying/leasing a new car. Free loaner cars,scare tactics, lifetime warranties, $19.00 oil changes, free car washes, coffee bar, etc. I would check out the dealers in my area and see 30 people waiting for their cars. It's a war that's for sure.

Other than Druggies. Most people have other issues in life and a car problem becomes the last straw. Stating the facts and staying calm is important. I often ask the customer to show me what the problem is and i will take a look. Often i can offer to solve the problem that was not our fault for them at a fair price and give them a ride to where they need to be and pick them up when it is done. I've had many people apologize later and explain they just lost their mate, have cancer, lost their job,etc. A few could never be helped so i just had to wish them well.

One can often make more money charging what you are worth on fewer cars than giving your work away and hoping to make it on volume. IMO No skilled customer service driven shop should be charging less that $125.00 per hour and less that 75% mark up on parts, period. On higher cost parts it should be the shop owners decision on the mark up. Alway's give the customer their car back with the complaint fixed, washed,vacuumed and a discount card with a $2.00 bill under the fuel fill lid.

Many shops survive on comebacks!

The good news is that we have the technology to clone ourselves;)