5 Star Auto Spa

We also use a full synthetic universal fluid from Wolfs Head. Covers about 90% of the market

All Data Repair and All Data Manage for our labor and shop management software.

What do you guys do when you let the customer know that there will be an $80 diagnostic testing charge (1 hour of labor) and as part of the process of diagnosing the "air bag" light, you reset the light and it does not come back on? 10 minutes have passed as you reset the light first to see if it would come back on and it has not. Do you charge the full $80 or 1 hour diagnostic testing charge? Do you discount it and charge 1/2 hour?

I know this question has probably already been asked, but where are you all posting job openings to find new technicians? I've tried the local newspaper and I've been posting in craigslist but I don't seem to get any quality candidates. I recently contacted the tech school in our area to bring on some lower level techs but seem to have real difficulty locating qualified experienced technicians. Any tips on where YOU post/look for new techs?

The only way around this is to buy separate tools for each individual so there is accountability. If tools are used in a communal way, there is no way to identify who is loosing what as CARMandP has stated.

I have to agree with you Joe. The whole reason I even started this thread was b/c of the response I was hearing from SOME customers in regards to being charged for diagnostic work. A portion of the customers do not understand why check engine lights are not diagnosed for free since it is advertised by AAMCO, Advance Auto, etc. as being done for free (we all know that there is a catch to this "free" diagnostic). The other portion are willing to pay upfront but expect that that payment is refunded or removed from the total bill if they choose to have the repair done at our shop b/c this is how some of the dealers/other shops in our area operate. I do wish that all shops would charge and charge appropriately for diagnostic work. This would help justify the charge in the mind of the consumer as consumers often decide what is valid and not valid by what the majority of operators are charging or not charging. We charge for diagnostic work here at our shop and try and educate the consumer on why there is a charge. Some of the consumers understand, while others don't and fall back on how they were not charged at other shops.

Thank you all for you candid responses. Seems like this is definitely a hot topic. My question for Harry is not really whether to have it itemized as a diagnostic line item or included in the labor charge for replacement of a part but more so if you charge it or do not charge it, regardless of where it appears on the invoice. I totally agree with Joe in the fact that it seems like it is much easier for my CSA's to charge for brake pad replacement versus charging for diagnostics that do in fact require my ASE master technician who costs the shop more for his labor time and usually needs more advanced equipment/tools to find the problem. This is why we have been charging for diagnostic work even if the customer has the repair/job done at our shop as we believe that the diagnostic/testing is totally seperate from the labor time it takes to replace the necessary part. The only time this would not be the case is when there is overlap and for the diagnostic parts or areas are removed in the same area that the part that needs to be replaced is located. In thtat situation we would adjust the labor time needed to replace the part.

I agree 100%. Not only just a revenue stream for auto repair shops, it is a safety identifier for the general public that may not be aware that they are driving around in an "unsafe" vehicle.

So does that mean that if the customer chooses to do the repair with you guys that you do NOT charge the diagnostic fee and only the labor and parts to fix the vehicle or do you still charge the diagnostic charge in addition with the labor and parts to fix the vehicle? I've noticed that a lot of shops in my area do NOT charge the diagnostic fee if the vehicle is fixed at their shop and only charge this if the customer chooses to leave without having the vehicle fixed. I don't understand exactly why the diagnostic is not charged as it still takes time (even if it is 1/2 hour) to find the issue before recommending parts and labor that will address the customers issue. Any and all comments are greatly appreciated!

Just wanted to get a better feel for other shop owners and how they handle charging for diagnostic work. We classify diagnostic work as anything that the customer comes in to have fixed but does not know what parts need to be replaced. Do you all usually charge a diagnostic fee and then charge a parts and labor fee after you find out what the problem is or do you roll the diagnostic charge into the labor to replace the part if the customer has the work performed at your shop? What do you all classify as diagnostic and what are your charges? We currently have diagnostic charges for under car/under hood starting at $40 or 1/2 hour and electrical/computer diagnostic starting at $80 or 1 hour. Some feedback would be greatly appreciated! Would you have a diagnostic charge for the following or just the 1.2 hours of labor and parts required to replace the alternator: Customer comes in and states that there was a large popping noise heard this morning and now she hears a constant smaller popping noise. Our tech figures out that it is the coupler attached to the alternator. He performs an alternator test to verify that the alternator does in fact work properly. The CSA presents this information to the customer and he chooses to replace the entire alternator versus just the coupler.

I think shop owners around the country have this issue to varying degrees. We always try and do what others have mentioned here: Provide benefits, warranty, etc. and end with price. We also state that the cheapest brake pads are usually cheap for a reason and that we do not use those types of parts at our shop.

Employee's will only produce to a level that is set forth by management. If you do not feel that the techs you have understand the reasons why you are upset and will not change to improve the business, then it is time to look for new techs. This is obviously assuming you have confronted them and given them the reasons you are upset and they are clear with this information. Of course finding new techs that are good is another problem in itself. This information also applies to the front of the house/service advisor. At the end of the day Jeff is right. You and you alone are the bottom line at your business.

We currently only charge extra for mounting tires with tpms as you have to be more careful not to damage the sensor during the mounting process. $10 more per tire.

Thanks for the reply. I don't really have a huge preference towards one or the other. I guess the most cost effective yet able to have my logo displayed is most important to me.

Planning on purchasing an oil change sticker printer but was wondering if any of you all had any recomendations? Thanks!

Has anyone started a program to try and contact customers that have visited your facility and were recommended repairs or maintenance work but declined for whatever reason? I would like to start a program to pro actively contact these customers and "remind" them of the recomendation and hopefully land some of these jobs. My only concern is if I call them, will this method be too invasive ( I don't want to be the annoying telemarkter)? Has anyone done this in the past or have a program where they do it regularly? Any advice would be greatly appreciated!

Does you use BG products? If so, did you have to purchase the equipment (rent to own) or did they just let you have the equipment and just have to buy the product to use in the equipment? If you already have comparable equipment, can you just buy the product to use in your own equipment even if it is not BG equipment (trans flush machine, fuel injection, etc.). I'm basically trying to figure out if it is worth it to purchase the equipment based on the brand of BG and hearing that it sells itself?

Joe, Did you respond to the customer that had the 15K service done with all of that "extra" work performed at the dealership? I would like to hear how you have been responding to customers on this topic.

Hourly + 5% of what they sell above the "regular" service sale (i.e. oil change/state inspection, etc.).

Hello All, Anyone have any recomendations on a brand/model for a good waste oil furnace to use in an 8 bay automotive shop? Any recomendations would be greatly appreciated! Thanks!

This sounds like a great piece of advise! What is your current process on following up on unsold work? Do you have an individual (or yourself) go through your computer system to identify work by day and then look to see if a recommendation was made to call the customer? How do you keep track of this information? I would like to start something like this at my facility and was looking for some helpful hints on the process you are currently following.

We have done that for a past tech. He had been with us for over a year and he was a good worker with a good attitude. We purchased tools for him and took a small portion out of his paycheck each pay period. It worked out GREAT while he was employed here as he was able to acquire tools and we could make his life easier as a mechanic. It was a win win situation. In the end, he ended up quitting on us without any notice because of other reasons but we were able to recoup all of the costs of his tools from his last paycheck. I think its a good idea but you also have to cover yourself as at the end of the day, everyone is always going to be looking out for their best interests, even if you think your employee should be grateful that you went out of your way to help him/her.

Hey guys, Wanted to find out how all of you other shop owners handle situations where a repair job will need a special tool but none of the technicians have this tool. Do you as shop owners purchase the tool or do you have your technicians purchase the tool and deduct it from their pay? I understand that larger tools (A/C Machine, Trans Flush Machine, Brake Lathe etc.) are the responsibility of the shop owner to purchase but how do you all handle the smaller special tools required for repair? Any assistance would be greatly appreciated!

I had the same thing happen to me. We purchased a power steering hose (high pressure) and installed it in a vehicle and about a week later the customer came back stating it was leaking. We saw that it was leaking in the fitting so we replaced it. About a week later, the customer comes back again stating it is leaking again. The customer asked us where we purchased the hose from and we state Carquest. He asked if we could try another vendor, so we try Napa. We install the part and the customer never saw a leak again. When we tried to claim a labor claim for the defective part from Carquest, they state that the line was pressure tested and came back with no negative results so they would NOT issue any labor claim payment. Haven't heard anything back for the 2nd hose but it seems unlikely that they will honor their labor claim. Ever since this incident, we have tried to not use as many Carquest parts as it seems as though they won't stand behind their parts.

Anyone have any experience diagnosing Honda Civic Hybrid A/C issues? Have a 2004 Honda Civic Hybrid that blows cold air initially but after driving the vehicle for 30 minutes the air that is being blown out of the vents is extremely warm. All fuses and relays seem to be testing correctly. Did read online that a lot of people have had issues with the Thermal Protector going bad. Any assistance would be greatly appreciated!