FROGFINDER

How about the great design of the Chevrolet Chevette. Removing the a/c compressor to change the distributor cap, rotor , and wires. Brilliance at its best.

My mother in law had one of those. Every time the car came back from the dealer "tune up"-The A/C was not working!

Some Like you, Some like me, some like dealers, some trade when repairs are needed, some lease, some restore, some neglect, etc

That's why there is 31 flavors of ice cream.

Cater to the needs of those that like your flavor of service.

I work my side of the street and the other business works theirs. Our customers are getting brainwashed and the vehicles are being turned into drones that will drive themselves to the service area. I've had several customers contact me to say that their car is emailing them about being serviced.

not to steer the conversation but how about getting a ATM installed and they pay cash.

I like steering a ship that could sail without me. If my family or country needs me I may be hard to reach.

I like closing for vacation at a certain time. Helps you plan.

would more thorough vehicle under carriage rinsing service help?

Poor Investment on a dated product.

It's like catching the big wave. It's like a we are a Triage Unit managing people and car issues. Main thing is to quickly determine

need, phase one time estimate, get approval for any testing. Some customers may stay while you create phase one estimate and/or testing for repair estimate. And Hold On!

Many of the extended warranties want to send the parts or they allow the price that they say would pay for it from their source. A general example might be like a vw compressor with clutch that lists from dealer at $895.00 but they will allow $299.00 if we source it. I inform all parties that if they sent the part and it is a bad part someone will be paying me for r&r.

 

 

How do you deal with the limited amount of money they pay out as well as the non covered items? It is a huge waste of time and customers don't ever have a good feeling about coming out of pocket for repairs but if a warranty company will not cover the full labor rate, full cost of parts, and cover all the items on a repair order then it lands on the owner. I have a $4300 job on an 2009 4.8 X5 for oil leaks from gaskets, a leaky water pump, some other stuff and the warranty ended up covering the water pump for a grand total of $301 after the deductible. Tell me how this customer benefited from forking over thousands of dollars to this company for "coverage" and "peace of mind"

They don't benefit. What gets me is when/if the vehicle goes to the dealer and they do the job with no out of pocket to the customer just to make us look bad.

Add an "administrative cost" line to the estimate. When they tell me they will only pay $xx.xx then I tell them I will get in touch with the client for the balance. Parts cost the same. Some will fight it, the good ones will pay it. At any rate anything the warranty company don't pay the client must.

Ditto

Digital people don't have good grammar. They tweet.

Most customers hear blah blah blah $1000.00.

To prove this out when busy I have had my PORTER sell $2000.00 phase one on jobs before.

I am having a very hard time trying to find the right candidate for a Service Advisor position.

 

What boggles my mind is years back I remember a bunch of my friends from high school and college scrambling around to get entry level positions in the work force with their 4 year college degree. Most of these jobs started out at 35-50k at best and topped out at 70-80k with 6-10 years in at least. I am over here trying to offer someone potentially a 50-100k+ position with competitive benefits that requires NO education only the right aptitude, attitude and ethics and I can't seem to find anyone better than ex-pep boy customer service reps with awful grammar errors on their resumes.

Digital people don't have good grammar. They tweet.

#1 don't warranty used parts. have customer sign paperwork stating no warranty.

#2 I hate to say it but one must go over all contracts you sign with your attorney or expect a surprise.

#3 been there done that- I'm always happy if no one gets hurt/killed. if I can solve the problem with money then I am happy.

I try to sell cars in the $3k to $7 area. Buying cars customers don't want to repair works. Trading tear down time dollars for titles works too.

Scanning vin is cool but don't neglect the visual vehicle under hood and walk around inspection!

Many cars check in with no oil shown on the dipstick, wheel curb damage, warning lights on, steel cord showing on tires etc that get missed if the car is just "scanned". It's often easier to sell the obvious sooner than later.

Hire attitude! teach skills!

Video tape them and put them on u-tube. Always wear a body cam when dealing with the public! You will need it someday soon.

Perfume, Booze, Body odor, etc. Air management is critical! Bake cookies!

No one can withstand being reviewed 24/7 365. Reviews are very important but its a double edged sword. After I retired a gal come in to the shop I worked for an wanted a signal bulb changed on her BMW. She got made at the labor estimate of $60.00 and went on YELP to complain. She also stated that she googled the bulb change and changed it herself in 10 minutes.

 

Before I let a customer leave mad I would have changed the bulb n/c, given her roses,a hug and put a $2.00 bill with my business card in her car.

 

 

I WANT REFERRALS!

sorry for the double post.

One customer came to get a key off her key ring and the office was busy so she went right to her car and caught the L1 tech SEXTING in her car.

I like the Phone on break or lunch rule.

Driving a car or Working on a car is the activity not sexting/texting/talking. Sure you don't see a problem in your shop until a wheel is left loose or a oil filter is left loose, etc

I don't want my Pilot arguing with his wife on the phone while we are trying to land!

I've had women customers complain about GoJo and smoking smells when they get their car back.

IF you push by hand put your back to the vehicle and push with your legs.

No one can withstand being reviewed 24/7 365. Reviews are very important but its a double edged sword. After I retired a gal come in to the shop I worked for an wanted a signal bulb changed on her BMW. She got made at the labor estimate of $60.00 and went on YELP to complain. She also stated that she googled the bulb change and changed it herself in 10 minutes.

Before I let a customer leave mad I would have changed the bulb n/c, given her roses,a hug and put a $2.00 bill with my business card in her car.

I WANT REFERRALS!

No one can withstand being reviewed 24/7 365. Reviews are very important but its a double edged sword. After I retired a gal come in to the shop I worked for an wanted a signal bulb changed on her BMW. She got made at the labor estimate of $60.00 and went on YELP to complain. She also stated that she googled the bulb change and changed it herself in 10 minutes.

Before I let a customer leave mad I would have changed the bulb n/c, given her roses,a hug and put a $2.00 bill with my business card in her car.

I WANT REFERRALS!