5 Star Auto Spa

Flacvabeach, based on your experience with AutoVitals, would you say that the application does not crash often and/or have many bugs?

I was taking a look at a customers dealer invoice for service and noticed that they charge for the replacement of a drain plug gasket for an oil change. Do you all charge for this item if it needs to be replaced when performing an oil change? I wasn't sure if most shops just include this in the price or if it is charged as an individual item like the dealer.

Did AutoVitals come out to do the training for free or wash there a charge involved?

Mspec, can you elaborate on why you would not have your hourly techs clock in and out of jobs? In a perfect world, wouldn't you want you hourly techs to be held to the same standard as your flat rate techs, assuming they are of the same skill level? I agree that tracking per job is the best way to track efficiency as well.

Marksas, would you be willing to share your profit sharing on efficiency as a team? All of my techs are also paid hourly versus the traditional flat rate pay. When you say that you have not forced your techs to use the time clock function in Auto Vitals, is it safe to assume that your technicians are not punching in and out of jobs? How do you like Auto Vitals? Would you say it is worth the investment? Are you using the Digital Inspections and the Smart Flow? If you are using the Digital Inspections, did it really speed up the process versus paper RO's? When your techs have a lot of comments, doesn't it take longer to peck out the comments on the tablet versus just writing it down or typing on an actual keyboard? I am really interested in Auto Vitals and would like to get some feedback from actual shops that are using it.

How do you keep track of technician time on a repair / diagnostic to make sure that he is consistently within acceptable time frame? Is there a formal way that you do it or a software that you use? I am looking for a way to track technician time on a repair or diagnostic to make sure they stay within acceptable range.

What if a customer just wants you to pull the codes for a check engine light and they do NOT want diagnostic work performed. Do you all charge for that?

We're lucky to not have that problem here currently but we have had technicians in the past that do exactly what you all have mentioned above. We follow the 3 strike rule so first I talk to them about our policy. When it happens again I write them up and have them sign acknowledgement, Third, I fire them. By the time it happens twice, I already have an ad out and am already looking for another technician. You can teach technical skills and process but you cannot change work ethic and personality. If you have already spoken to that individual more than once then your gut instinct is correct, he/she is not the right person for your organization and it's time to start looking for a new hire!

That is a very interesting way to find out how a service adviser would act without you watching over him! Any chance you would post your tests (IQ, Aptitude, and Personality)?

How do you perform your interview process to hire potential service writers? Do you have specific questions you ask? Do you have them role play and actually attempt to sell you an air filter, CV boot, etc.? We currently have a process for hiring technicians (written 21 question exam, practical exam administered by our lead tech, resume questions, etc.) but don't have as a succinct process to hire advisers. Was wondering if anyone uses any specific process / questions that help them determine if the adviser is going to succeed or not at their business.

Does anyone currently use Mitchell Manager SE for their shop management software but use All Data Repair for their labor times/repair information? We are currently using All Data Manage and the program leaves a lot to be desired in terms of a complete automotive repair shop management program. I would like to maybe try Mitchell for shop management but our techs like and are used to All Data Repair for the labor times/repair information. Just wanted to find out if this would make it more difficult to use the shop management software in terms of importing labor times, etc.

Wow, that is an impressive recruitment process you have setup andresauto! We do something similar, but not quite as impressive, haha. We also make our techs take a written technical exam as well as a practical exam that our lead technician conducts. For the written exam, it is very similar to what an ASE test would be like and entails all 8 sections, 2 questions from each section for a total of 16 questions. The practical exam, we rig one of our employee cars with a MIL light (Check Engine, Air Bag, etc.) and analyze how the technician uses wiring diagrams, scan tool, and All Data to diagnose the issue. The practical exam gives us a good idea of the tech's thought process in resolving issues. I will say that after starting this 2 step testing, we have weeded out a number of technicians that we would not have known would not succeed here otherwise based on the number of years they have been tech's. The other question about actually getting techs to apply, that's a whole different story. We, just like most shops, have a hard time finding new technicians that are knowledgeable. We use Indeed.com and Craigslist to post employment ads. I do think the other posters have good idea's in regards to talking to tool truck guys, asking your local parts vendors, and recruiting from other businesses.

Wow, that is an impressive recruitment process you have setup andresauto! We do something similar, but not quite as impressive, haha. We also make our techs take a written technical exam as well as a practical exam that our lead technician conducts. For the written exam, it is very similar to what an ASE test would be like and entails all 8 sections, 2 questions from each section for a total of 16 questions. The practical exam, we rig one of our employee cars with a MIL light (Check Engine, Air Bag, etc.) and analyze how the technician uses wiring diagrams, scan tool, and All Data to diagnose the issue. The practical exam gives us a good idea of the tech's thought process in resolving issues. I will say that after starting this 2 step testing, we have weeded out a number of technicians that we would not have known would not succeed here otherwise based on the number of years they have been tech's. The other question about actually getting techs to apply, that's a whole different story. We, just like most shops, have a hard time finding new technicians that are knowledgeable. We use Indeed.com and Craigslist to post employment ads. I do think the other posters have good idea's in regards to talking to tool truck guys, asking your local parts vendors, and recruiting from other businesses.

Hey Stowintegrity, you had mentioned that for price shoppers you offer them a free 10 minute inspection. I believe you had mentioned that in your conversation with the customer on the phone you tell them it will cost them absolutely nothing and will provide you with the necessary information to give them an honest and accurate estimate. What happens when its not something you can diagnose in 10 minutes to give an accurate estimate? Do you then tell them they will have to pay for the diagnostic? We typically charge whenever our technicians look at any problem/vehicle. For most of our customers, they understand that the technicians time equates to money but for price shoppers, many times their view is that shops should be able to diagnose/look at the vehicle for free. Just wondering if you encounter this type of situation and how you handle it with the customer?

For all of the shops that do NOT specialize in one make of vehicle, what types of coolant do you carry? There seems to be an over abundance of different types of coolant on the market and it seems kinda crazy to carry all 15 of the different types. Just trying to get an idea of what other shops keep in their inventory......

We are finalizing our dealer license now in an attempt to get into the used car business. These stories are scaring me....haha!

Anyone using All Data Manage Online as their shop management software? Was thinking about moving from All Data Manage to the Online version but wanted to get some feedback from other shop owners who are actually using the application.

I like the idea of having customers come in for our technicians to take a look at the issue at hand but in reality I think it would be very difficult to implement this policy as people are used to calling in to get the prices of services. You are correct that for a doctor or dentist this may be different, but the general public does not seem to view our business in the same light. This might be part of the issue as automotive technicians are basically car doctors!

Is it possible to have a website both drive traffic and look professionally built without the template look? If I you look at website even like Jiffy Lube, you can tell that there are more design features built into the website to give it more of a professional look as well as easier usability than the websites that are being created by Kukui. That is my only hold back thus far on moving forward with them. If other auto repair shop owners are vouching for their effectiveness in terms of driving traffic and SEO, the back end is definitely being constructed correctly. If only the front end could look better......

Handson that would be great! In terms of your website, did you provide them with a design document outlining the functionality and aesthetic look you were hoping to achieve with your website? One of the things that I noticed was that all of their websites that they have designed look the same for all of the different shops with the exception of different pictures and text. How detailed were you in regards to what you wanted you website to look like and do?

M-Spec...I tried to send you a private message but it states that you cannot receive any more private messages. Can you PM me, I have some questions about your experiences with Kukui...

We also use the OTC 3833. What version is your unit running on with the update Dave?

If you need to write a lengthy recommendation, does it take longer to type since you are typing it by finger on an IPAD versus a keyboard or writing it down on paper?

I was thinking the same thing ATLAuto. I would have ASSUMED that All Data and Mitchel being the largest shop management / repair software that is geared towards the aftermarket repair shops would have a cross reference functionality built into the program as most independent repair shops do not use OEM oil filters for oil changes. I know that there are numerous websites available that my techs can access to do the cross referencing but its one more step in the process I was hoping to eliminate. ATLAuto, do you know if Vast and RO Writer only include the OEM filter number or is the cross reference after market filter (Purolator, Champ, etc) built into the software? Stowintegrity, the Nexpart catalog that you are referring to, once it is installed will it cross reference Purolator oil filters? We are using All Data and I do not believe there is any catalog that we can install in All Data to do the cross referencing. Once installed in Mitchel, do you access the the interchange field in the Mitchel software itself?

It would be nice to have all of the relevant information (oil filter, oil weight, oil capacity, tire pressure, tire torque) all in one area in the same system so there would not need to be any additional work (having to look it up on a supplier's website or book). I was hoping that some of the Mitchel users would respond and tell me that the oil filter number is available in Mitchell? We do a large amount of oil changes here at our shop and any place that you can shave off time/additional work helps......