DUFRESNES

Hey guys just wanted to get some opinions. My shop is located in Queens, NY. There are a ton of people in and around my shop as well as lot of competition. We are a relatively new shop (6-7 years old) and just moved into our new location in the summer. It was a nice upgrade from our very old and run down and Very small shop. Now we have approx 5,000sqft with a lot of new equipment, renovated office, lounge area, epoxy floors, etc. We mainly specialize in BMW work however I have been trying to open the doors to other German car makes. Although our new space is great, it is not in the most desirable location in terms of curb appeal. I sent out a direct mailer with Mudlick Mail to about 5000 homes. The mailer was sent out at around November 12. I have yet to really get much of a response from the mailer and I am rather disappointed. There are a number of factors that might have been attributed to the low response such as the mega storm that hit over here and also going into the holiday season.

 

My main goal is really to drive new business to the shop. I have been on a on going campaign to stay in touch with our old customers however with the new space and new bills, I see the need to increase my customer database. Has anyone had any experience with direct mailers in the NYC or highly dense metro areas? I am reluctant to try again due to the costs of sending out mailers but I was thinking of maybe giving it another shot toward the spring time.

 

Thoughts?

Is it wireless? Did you install yourself? Is it on all the time?

Which system did you purchase?

Help on deciding which system to use. We have inventory missing, whether from not getting on the invoice or walking out. Would like to put a camera at each bay, office and cash register. We have a little store with Espresso, cigarettes, candy and vending. Costco has an eight camera hard wired indoor and out door. I understand you can watch it on your computer or smart phone. How does this work. Is it all the time or just at certain times or ?????? Do you have to have a security company set up or can we do our own. Does it have sound or just video? I guess I am just asking for any information to make my job easier.

Hi Joe,

We've been using text messaging for almost 2 years now in daily communication with the customers. I placed a quick form on my Advisors homepage that allows them to drop a phone number in and then select a quick message to send. Here's what we send:

 

This is Osborns Automotive. Please call us regarding your car when you get a chance (310) 698-5143.

 

This is Osborns Automotive. It is urgent that you call me as soon as possible at (310) 698-5143.

 

This is Osborns Automotive. Please call me as soon as possible. I have an update on your car (310) 698-5143.

 

This is Osborns Automotive. Your car is ready. Please call me at (310) 698-5143.

 

This is Osborns Automotive. Your car is ready and we will be here until 6:00 pm. Please come in for it when you are ready.

 

As this shows up on a cell phone, the phone number is formatted so that on most phones they can just click on the number and it will dial for them. We find it works great, a customer is not always ready to take your call when you want, so they can call back at their convenience. If you'd like to see a demo, just let me know & I'll send you a link. We have not started using it for marketing yet......

Please send me the link also at [email protected] Thank you in advance

So I have this young tech. He thinks he's a hot shot (What tech doesn't other then real good ones) He's been with me about a year. He WILL be a great tech in a few years. He had asked about going to a BMW training class. I researched it. I think it is slightly over his head at this point but I agreed. I am paying for everything but accomodations.

 

The other day I was out of town and my manager was scheduled for all day training. He was told he could not be late under any circumstances. Well lo and behold he shows up 45 minutes late. My number 2 sent him home and wrote him up. I know we all take our lumps with young techs. I cancelled the training.

I told him if he keeps his nose clean for 6 months and shows me responsibilty I will have no problem sending him to the next one that comes up.

 

Looking for wisdom

Out of 8 employees, we had 2 that could never get to work on time, period. We have meetings in the morning 2x a week and they would come straggling in. Let me say they are both good Techs in most other ways. I had tried everything to get them here. I can't stand being late and I think if they want their job they should be on time. Finally, I did the following, not sure it would be good or right for everybody. It has worked for me. If they are late I will deduct 1 hour for each day they are late. This was for flat rate technicians. The 1st two weeks I deducted 4 hours. He came in and asked me how come. I told him we had a meeting and this was my last resort. He said well, I didn't think you would really do it. When you hit them in the pocket book, it makes a difference. I also had told him if he was on time, he would also get a raise, which he deserved. He then made the effort and is on time. He came in and now wants his hours back. I will give them back after he proves he can come to work on time for more than 2 weeks.

How do you rate the integration with QB?

We have used the full program of RO Writer with the accounting link called the back office and it intergrates with QB since 2008. We have had some problems with ROW and support, but all in all it is a great total program. We do all our payroll through QB enhanced. QB does all the reports, deposits, W2'S etc. It is wonderful. The only problem we have found with ROW is that we only had 1 day of training and it wasn't until later that we found out about a couple parts not set up properly. We have learned by using and trying different things. Our SW likes the program and is using it fully. Their marketing module and inventroy module good be improved. Once you get the marketing set up, it works turnkey. Their isn't a lot of support for advanced users.

Yes, please send me the link, I would like to learn more about it, thanks...

I found your link up above. thanks anyway

After 44 years and many changes, I have some questions for the group. We have 4 technicians with 1 SW and 1 helper/technician, 1 CSR person and 1 office gal. We had a meeting this morning and one old time tech thinks the SW should go out and write all the info of each car and do the initial test drive before the tech gets the car. The tech then will diag and bring the information to the SW. We have tried it both ways, but in my shop I think the Tech should do the walk around the car, test drive get the vin and info if it is a new car to us, ptherwise it is all in the history on RO Writer our management system. Our CSR and office usually answers the phone, writes up the customer and offers tea or coffee. Just wondering what system all of you use when the customer comes in.

Sorry, I meant a j2534. We have been doing a lot of research on this scanner and which manufacturers charge for each service by the day, week or monthly. Thanks for the heads up on your learning curve. That is why I love this forum.

I am not familiar with the Drew J2535, but do own the Standard J2534 and have used it extensively. Just a word of caution, follow all manufactures procedures and do all the research and training available. You don't want anything to happen to the car's computer that you will have to be responsible for. For example, we did not realize that our tool to maintain the correct battery voltage was not working properly and the battery voltage dropped on Camry we were updating. The computer was damaged and we had to purchase a new one, it cost us nearly $900 bucks. A very expensive lesson.

 

If you want it to become an income stream, you need to market it correctly. Start off with models you are comfortable with and get familiar with the process. Insist that to tool company offer all technical training and assistance. We not only use it fix known problems but will check for updates during a major service and inform the customer that there is a on board computer update for their vehicle, much like an update for their home computer.

 

From my experience shops are getting anyway from $75 to $150 for the average car, depending on the update and job being performed. This does not include hi-end luxury such as Mercedes, BMW, Porsche, etc. I would not consider these vehicle makes for my shop.

 

Please let us know how you make out, this is an area we need to learn more about and keep up with technology.

Well, one more scanner and tool, a DREW J2535 Scanner. This one sounds really good and not to expensive using manufacturers sites. Have any of you used it and how do you like it. It makes all the difference if people that use it, recommend it. Instead of sending the cars back to the dealer, we can reflash and fix. What are you charging for these procedures. Thanks to a great group. Nancy

We have a mulitpoint inspection checklist we perform with every LOF service, we will use this (without the LOF, of course). I need to think about how I contact these customers. I wil probably tie it around a service reminder, knowing that thier oil service was done already. I am not concerned about the give-away either. I have learned in the past, that every good deed comes back to us and the rewards of the good deeds outweigh any short term monitary loss.

We do 70 point inspection on every oil change and a visual inspection on cars when in for repairs. Twice a year we do a free inspection with a barbecue. We have t-shirts and banners. This is in connection with AAA and the Car Care Council. To make it go smoothly we get there name, e-mail and phone number. Put a couple guys on each car and then send them or call them with estimates of what we find. We can move cars pretty fast, all done by ase cert techs. We put it in the newsletter and then send an e-mail blast also.

We live in the hills. We guarantee our pads won't squeak. We use Akebono or centric ceramics if possible. We charge for a brake inspection which includes a test drive, pulling all 4 wheels, measuring inboard, outboard pads, rotors, checking the master cylinder and brake lines. I see our brake jobs are a lot more money than the average. We pay the tech .3 for brake inspection and 1.4 for the brake job. I see I have been paying more than most of you. Our brake jobs, not counting rotors usually from $200 to $250 plus a hydraulic brake flush. If you believe in your value, you can sell it. We do a lot of redos from the $99 places. We don't lose many brake jobs.

Are there sales goals to reach? Do you consider your break-even?

Question for all of you that pay your SW a commission of the mechanics sales, what do you do about oil changes. With the price of oil continuing to skyrocket, there isn't any profit in them, except when you upsell. I have been paying 8% on all sales + bonus, but when it isn't feasible anymore, it is hard to take back a commission. It doesn't make much sense for the shop to go backwards on these items.

We post a daily page with our monthly goals by the day and each mechanics labor sales, billed hours and % for production plus average work order for each. This is a team bonus program ranging from 50-500 per each person. 1/2 of it goes on their pay check and 1/2 for to their 401K (actual Sar Sep) I know what should be done, but can't seem to do it.

Unfortunately it must be hard checks,they write all the checks for the same day and then you and they determine when to deposit the others over the next 60 days. you must deposit the first check within 3 days.

And the cost is relative to a credit card charge.

 

and again I do a lot of them it works well , I probably have 15 in the folder right now

Thanks

We use Crosscheck ,

http://www.cross-check.com/

and they will approve 4 checks over 60 days passed solely on check writing history of the customer.

We do a lot of them in these economic times and it works extremely well.

It allows the customer a chance to float it over 60 days without a new card and without interest.

It doesn't cost us anymore than a normal credit card transaction fee.

If they default you still get paid.even if they stop payment as long as you ran the check through their system.

 

works well and I get a lot of large jobs that we would miss out on otherwise.

 

Don

Is it possible just to use it for credit for the customers. We have very few customers write checks and haven't had a bad check for 10 years. Is the charge around 5%. Thanks for the info.

The customer is always right…..right? Well, not always.

 

For those of you who read my tips, you know how I feel about the importance to your business in creating world-class customer service. I will do just about anything when it comes to customer satisfaction. But there are things that transcend business. In the end, people are people and mutual respect between people must be observed and upheld.

 

In the thirty one years I have been in business there have been times when I had to tell someone to please leave and never come back. Those were the times when people crossed the line with either verbal abuse, asking me to commit fraud or perform a repair (or not perform a repair) that would jeopardize the safety of others.

 

Last summer I walked in the customer waiting room to find a first-time customer verbally abusing one of my service advisors. His car just failed the NY State safety inspection because of a cracked windshield. He was yelling and cursing because he stated that the windshield had been cracked for years and no other shop failed the inspection before.

 

I quietly walked over to him, introduced myself as the owner, gave him my business card, and said, “You owe my nothing for today’s service, leave now and please don’t ever come back”. He did leave in a huff, and my service advisor just shook his head.

 

Commit your business to world-class customer service. Be the best you can be and train you staff the same way. However, if you encounter a customer that crosses the line, it’s often best to part ways.

I agree customer service is the most important thing we have to offer that makes us different from the dealership. There are times when there isn't anything more you can do. I always say I am too old to put up with abuse. Yes, we fire customers. It isn't fair to our good customers, to take up our time on the crazys. 99.9 of our customers are the best. You can't let that .1% change how you do business.

I have never believed in engine flushes especially for engines with high mileage. Lately we have several VW with sludged engines. Some of them are under a class action to be replaced by VW. The others we have sent to the dealer. This gripes me. So, I am looking into the situation. Our dealer here charges $500 for this service. The Jiffy Lube charges $89.99. There must be a difference in solution, filters etc. According to our Honda Tech and European tech where they worked before, they would pull the valve cover off 1st if possible to check condition before flushing on a car with less than 90K miles. On the case of De-Sludging that the car already has a problem, they would do it with no guarantee, that maybe it would take care of the customer's problem. I want the groups opinion.

I suspect many of us recieve requests from customers to pay their bill over two or three months, particularly for large jobs. Practical business sense tells us not to engage in this practice for a number of reasons, not the least of which is the risk of not receiving any further payments. On the other hand, a longtime, trustworthy customer may represent a different circumstance. Any one care to comment on this?

One of the biggest reasons for failure is accounts receivable. Over the years, I have let a very few people charge. I try to follow my gut. I try explaining, I am a small business person, have to pay my accounts, pay employees and keep the doors open. Ask them if they can put it on credit card, call a relative or ? Usually they always can come up with the money. The last one that asked me said I don't want to put it on a CC because they will charge me interest. She was thinking it would be cheaper for her to get us to carry her. We try not to even let the person leave with the vehicle and come back and pay. The problem is what happens if something happens on the way home. Another thought is when you do let somebody charge and they owe you money, if they need a repair, they won't come to you. They know they owe you, so they go somewhere else. You won't see them until they pay.

Thanks for sharing Xrac and have a Merry Christmas!

Right on

What did that set you back?

We financed a lease with US Bank @4.99% 100 percent financed with a cost of $299. for paper work. We traded in, dug up, installed and with electricals about $56K. You can hook up and check an alignment in about 40 seconds. It does everything but the adjustments for you including telling you which tool to use. It is prett fantastic. Now hope it makes us lots of money.

Anybody interested in seeing the pictures of the New Hunter Alignment Center can see it at Facebook DuFresne's Auto Service

Merry Christmas. I got out of my way to reply Merry Christmas when someone wishes me a happy holiday.

I do the same and say with conviction.

Looking at full rise scizzor lift for my garage.

 

Will mostly be working on passenger cars and light to mid size SUV's.

 

Anyone have experience with one in their shop and if so what do you like or dislike about it?

 

I don't mind paying more for a good quality one and I don't want Chinese crap with unrealistic safety or weight ratings.

We just put one in with our new alignment center. So far it works great. We have 1 center post lift, 3 dual post electric and 1 scissor lift. They are all different. If you are going to spend the money, get a good one and that will lift at least a 3/4 ton pickup.