DUFRESNES

We use RO Writer (ROW). It does everything from all the estimates, work orders, marketing, letters, A/R, A/P, many reports. It then transfers by the way of accounting link to Quick Books. So you have your P&L, Balance Sheet and payroll. It is a complete package.

First of all you have to believe in your techs and the value of a correct diagnosis. It also depends if it is your own customer or a new one. We tell them anybody can read a code, but not everybody can diagnosis what it means. If the customer has been to a parts house and has the code. We tell them this is a system code that has many tests underneath the code. I even draw a circle as the code and then a tree off of it with 4 branches. These are the tests then it should come down to a correct diagnosis. We have had people go to the parts house, they read the code and say it is an EGR Valve. The customer then buys the EGR and puts it in. Guess what it didn't fix it and then they have to come to us. We explain this is a system and we would have to diagnose. We charge $49.99 for 1st step. This includes a test drive, a visual, pull codes, check TSB and any other computer program that might relate to his particular problem. We then, most of the time, have to go to our pin point test. This test is an additional $139.99. If it is a regular customer we quote immediately $49.99-$189.99. If a new customer, we only quote $49.99 and tell them it may have to have additional testing, but we will call them 1st for their ok. You have to believe in your self and the value of this service or you CAN NOT sell diagnosis. It is all in how it is presented. We lose very few, because of the value presented.

Don't laugh! We have a customer with a Suburban that came in to the shop saying after we had the vehicle, now his drivers window is pitted or dirty. He brought it in to the Service Writer and he tried to take a razor blade, but the etchings are still there. What could do this? I haven't seen it yet. The only thing I can think of is we sublet it out for a rebuild transmission work. They may have had a bead blaster or welder, we do not. I have to see it 1st. If it was a welder, it should have done something to the door paint also. There is always a first for everything.

I agree with you on e-mail. We have over 900+ emails. We have done giveaways and etc to collect e-mails. We looked at the schedule for Friday and it was slow. Immediately we sent out an e-mail with a special. It will fill up the schedule before all the e-mails are sent. It costs a little time, but no money. It is absolutely necessary in today's market. Another thought; we had an attorney put horrible reviews on every website. He was without cause, but because he could, he did. We have been running a contest for a 32" flat screen TV for putting nice reviews on all the websites. It has worked great. Not only has it made new customers, we have received calls from Groupon, Angie's list and several other organizations offering us other deals.

I agree and all of us know what should be done, but that doesn't mean it is done correctly. We have an European Tech that has a photgraphic mind and is really good and very fast. Yes, he is always late, doesn't follow rules and always has some hurt. Yes, I know what should be done. We pay much better than most shops, but finding a good European tech is really hard. Just so you know, I put an ad in today.

We have been using Facebook for about 1 years. We use it for quizes fun stuff, coupons and information. Does it make money? I think it is the way of the future. We now have new people using our on line appointments more and more. We have over half of our data base current e-mails. We even have people now asking us to text them about their vehicle, because they will be in meetings all day. I think we have to stay up with the times or lose out. Incompatible Browser | Facebook Not sure why it says incompatible, but if you click on it, it will take you to our facebook. You could also go on facebook and type dufresnes auto service

I agree with you totally about e-mail. Every few months, we run a promotion to collect e-mails. This last time, we gave away a 8gb pocket video. We had a box for them to put their filled out forms and the pocket video on the wall. We run about 2 times a month a special just to our e-mail customers. If we should be slow 1 day, we can get out an e-mail and fill up the bays by 9:00 AM. Our work order program through ROW has the capabilities to send estimates to the customer by the way of e-mail. More and more customers want this. It is easy to get their e-mail at the write up desk by saying would you like your estimate by e-mail and or phone call. Most will give it to you right there. Yesterday a customer was going to be in meetings all day and wanted questions texted to him.

You are right, people are using the internet for pricing and because of economic times. We try never to use their parts. We explain that we can't warranty the part and they would pay twice for the repair. Years ago, we did use a customer's starter. We ended doing it three times. She had purchased a really cheap inferior part. I can't say we never use customer parts, but usually only bulbs or wipers. Another instance, yesterday a customer came in and had a problem that another shop had done. As usual, we tell the customer to take it back to the shop that did the repair. He said I can't they are out of business. He was not happy that we were going to charge him $100. for diag. Service Writer explained that shops that don't charge for diag and markup on parts, can't stay in business. Shops have to make a profit on parts and labor and to take care of the customer's problem, then with a good warranty. Another instance customer with a BMW brought it in for a check engine light. We read the code and did the 1st step of diag. Tech said it could be several different items, we needed to go to additional testing, pin point testing. Customer refused. He went online and said he could get the parts for a 1/3 of our cost. We told him without further testing, we couldn't be sure which parts were absolutely necessary. He took the car and said he would do it himself. He ordered the parts and did the repair; it did not fix the problem. He called back complaining that we had diag the car wrong. Service Writer explained that is why we needed more money for diag time, which he had refused. He said now I have to package the parts back up and pay shipping and my car is still not fixed. These are just a couple of stories. After many years, one learns that there are some jobs you don't want. You can't win. You are in business to solve the customer's problem. Shop owners must pay for the overhead, employees, equipment, schooling, all the rest and still make a profit for the owner.

How do you track the Internet customers for new customers? We always ask each customer how they heard about us? What else are you paying for beside the updated website. We also updated ours and can track where people come from to it and how long they stay on each page. Sounds like you have a good program working for you.

I agree when marketing to your own customer base, you can immediately tell if it works or not. We track every piece of marketing. If it breaks even or better, we keep doing it. For new customers, we buy a list of new movers in our area, then cleanse it against our regular data base. We send a 1st letter with a magnet. Two weeks later our 2nd letter goes out and then 2 weeks later our 3rd letter goes out. You must create urgency. With our 2nd letter, we also send a coupon page with12 coupons with a little longer expiration date. They must bring in the letter to claim their service. We can then track how many came in each month and how much they spent. We have been doing the same letter with different inserts for about 7 years. Very few come in on the 1st letter, more on the 2nd letter and most come in on the 3rd letter and sometimes we send a newsletter for the 4th. You have to track your numbers to see if it works. If we should have a slow day starting out, we shoot an e-mail for that day a low ball offer oil change and immediately fill up the bays. You can control how long it will run or like we do just 1 day, the next day a little more and then something for the next 10 days. You control the schedule.

If you are thinking of this person when you go to bed and when you wake up. It is time to make a change. You need to confront him with these words, When you ________________ I feel____________________ I would prefer ________________________, If you don't ______________ I will _____________________. This deals with feelings instead of confrontation. There is nothing that is worse than shop moral. Everybody has been in your shoes. Once you make up your mind and do it, you will wonder why it took you so long. I had to make a decision about an employee that had been with me forever. Afterwards it was a miracle.

Here in Oregon, I finally got smart on Liens. Yes, I had done all the work, court house and putting in the paper etc. Now, I just call Oregon Lien, send them the work order. They do all the rest. They call you and tell you when the auction is and it is done. Much easier. If it is a junk vehicle, donate it and you can take the amount owed if it is more than what is worth.

I agree whole heartedly. We went from a DOS program to RO Writer just because of this. I liked my dos program for the whole picture much better than RO Writer dumps into QB. Once you have the vin in, you can shop and compare if need be to see who has the part and price. Order from there and it puts it on the work order. Tracks everything. We still have to make phone calls if a dealership part is needed. After making the whole estimate for everything, call the customer and he picks and chooses what he wants, then all we have to do is decline it for what he doesn't want. The next time in, it brings it up to remind you to ask the customer if he wants to do what he passed on the time before. Estimate done for you.

Joe, When you added the 2nd Service Writer. How did you pay him. We now pay to #1 Service Writer 8% of all sales of the techs.

We have 3 master techs and 1 lube tech. What I see is happening is 4 cars are worked on right away, diagnosing and etc. Then they bring the work order to the Service Writer and he has to estimate the work, call the customer and get an OK, then order parts. There is too much standing around. Yes, they grab another car and the circle continues, finally catching up later. If anybody has a suggestion, I would love to hear it. We also have 2 people that answer the phone and make appointments. The service writer is working on his 4 techs

I understand the ones that voted for it didn't even know what all it contained. How could they with that many pages. The only way I see to change our government is to let them know we will not vote for them again. It is time we all made our vote count and that is the only way

No idea what they are. Are they bags used to store tires for summer or winter?

Have any of you heard of the company FLEETS PLUS. John from there called, basically they will get you 3 fleet accounts for $25.00 each or $75.00. They interview companies that are not already using a repair shop. They range from fleets that include 9-15 vehicles. They offer a private offer of a FREE OIL Change. Set up fee is $95.00 and they ask for 3 months. You could also do 6 or nine companies with a discount. Anybody had any dealings with this company? If anybody has dealings with this company, what have the results been?

Well here goes! We pay on performance. We pay flat rate from $28.00 to $35.00 flat rate to our ASE TECHS. Our Lube techs and minor repairs are paid $12-$15.40 per hour with a 5% commission on parts and labor. They are ASE in a few fields. All of our staff and techs work for a bonus each month. It is a group bonus based on the best previous same month equals March for any other March etc. We post our stats on the our back refer. It ranges from $50-$500 per month per person. One half is paid on their check and one half is paid into their 401K. This seems to work very well. Our fellows really seem to like the system. We pay more than most. We have excellent employess. One has been here 25 years. We have a marketing manager. It is her job to see that we have the cars to work on. It is the techs job to inspect and let the Service Writer know what is needed and then it is the SW job to sell. If the business is slow, then it is time to do a quick e-mail and fill the bays. When business is down we all share including myself, the owner.

Joe, We got it the end of November. We paid for the enhanced with everthing including the Euro $2399.00 and a Toshiba lap top $349.99. Our European Tech says it does everything with Volvo control module. He has not used it yet for Trac control. We purchased it because our Bosch didn't seem to have everything for Euro cars. When I talked to Autoenginuity they said they get the same info that VW has. So far, we really like it. We were going to buy the Snap on Verus, but there was so much bad feed back on it. Also, the fellow that turned me on to the Autoenginuity had the Verus and was very unhappy. Hope this helps someone. N