DUFRESNES

We have several scanners. We have the Bosch, OTC Evolution, OTC Genusys, Interro, OTC 4000 and our newest one is the Autoenginuity. The Autoenginuity is by far the less expensive, but you do have to purchase a laptop to go with it. We were going to go with Snap On's but decided on the Autoenginuity after talking to dealers that had both. Hope this helps.

Yes, we use Facebook fan page. From our web site, we have a link to face book. We also used a coupon if a customer became a fan, we gave them $20.00 coupon. We just started this, so can't tell you how well it is doing yet. There is a dealer in a neighboring town that uses it for the business and he has lots of interaction with his customers. It's going to be the wave of the future, starting now.

We don't usually have a problem with our regular customers, but new customers sometimes have a problem with it. We must educate them. I just had a fellow call up and used your anology about teaching a monkey to read codes, but that wouldn't fix their car. We have had several customers have their codes read, went and purchased the part it saId and then brought it to us because it didn't fix their car. That made a believer out of them. We have to take the time to explain and educate each customer.

I printed their website. What we tell customers: Anybody with a scan tool can read codes. Doesn't mean anything. 1st of all we charge $49.99 to read the codes. We charge 135.99 for pin point tests. We draw a picture with each code then like a tree off of that code into 4 or 5 tests for each code. We explain also, we have to have the right tools (several scan tools) the knowledge to interrupte and to be able to fix their vehicle.

With 3 techs and 1 lube tech, we did $23,149.36 off Dec Free Brakes with the Oregon Food Bank. We had 27 new customers for that month, not necssarily included in the Free Brake Special. We track all marketing, but it doesn't show what they purchased; whether it was oil changes or repair work.

This will be our 6th year of partnering with the Oregon Food Bank. Free Brake pads or shoes with a minimum of 6 cans of food. We market it to our customers through our newsletter insert. We have before been on TV for it. It makes December really a good month. It always has to go 1 week into January. We live in the hills so we only use top of the line brake parts.

Joe, It is the difference between a good month and a great month. Yes, we do a lot of oil changes on Saturday, but with our 70 point inspection, we can schedule for the week and it helps for Mondays. When you are open Monday through Friday, jobs have to be completed on Friday or held over to Monday; makes for happier customers spending all that money. Nancy

UPDATE: We just went back to Saturdays in June 09, June was good and July was the best July we have ever had. August is set to be a record also. We have 4 techs. Two work Tuesday through Sat. and 2 work Mon-Friday. The only bad part is I have to service write on Mondays. With our new program RO Writer it is working out. Just thought I would let you know. The last time we did it, the techs rotated working 4 days then 5 then 6 days. What ever works. Nancy

We charge $139.99 plus freon and dye. Average ticket runs $190-$200. This year we require the customer to come back within 2 weeks for warranty purposes.

Joe, Have been in business 40 years and have had this same discussion. Everybody at my seminar said, you will make as much money working Mon-Fri as being open 6 days. I have tried it 2 times. Not true for us. I am a woman owner, never been a tech, have been a service writer. With 3 techs, 1 lube tech, 1 service writer, 1 marketing person and 1 customer relation, the techs work rotating schedule 4 days, 5 days and 6 days. My problem is my Service Writer works 5 days and I have to Service Write on Mondays. I am good at sellling, but hate making estimates. Everybody has to make their own decision based on facts and figures for their area and type of business. For us open on Saturday's sells work for Monday. We try to get everything checked out early on Sat so we can get parts. Most of our part suppliers are only open 1/2 days. We closed in February on Saturdays again and are opening in June working Sat. again. Our customers hate us being closed on Sat. Nancy

It doesn't matter what advertising you do, if you don't track the results to see if it is working. It must pay for itself or why do it. If money is the object, one can do a lot of marketing outside of the box, e-mail free, voice broad cast is cheap. We pay with movie tickets for referrals. They are the best new customers. They spend money because they already trust you. Your best marketing is to your own customers. We do monthly newsletters with coupons. Other marketing we use is Birthday cards with Free oil change to new customers, Car Care Club Cards, three step letters to new movers, three step letters to re-activate customers that haven't been in for a long time, Phone calls for thank you's to every customer that has been in. Phone calls to oil change people. We do something every month such as easter eggs. You must track your results very careful, I can't stress this enough. When we do val-pak at $415.00 per month, it must bring in at least that much or it is not worth it. You have to market, people move, die, change jobs etc. We all need new customers. Thank you for letting me sound off. Now is the time to take advantage of people keeping their vehicles.