Quantcast
Jump to content

Is it possible to reprogram or "flash".....


Recommended Posts

The customers perception of our industry?

 

I'm sure this has been discussed in the past, but recent events have brought back and increased my level of frustration and irritation regarding this "perception" of our industry by the general public and I thought I'd vent a little and see if anyone else experiences it around the country.

 

Auto Zone came on hot and heavy in our area some 20ish years ago, purposely undermining and virtually destroying the auto repair industry soley to prostitute their inferior selection of "parts" to the DIY'er, in turn spending a fortune advertising how simple and easy everything we do is, successfully changing the mindest of the general motoring public to believe it!

 

Anything can be fixed right there in your driveway with just a screwdriver, a pair of vice grips and a crescent wrench!

"Don't pay those high priced repair shops and overpaid grease monkeys to do that simple job for you! And besides, they cant be trusted...they lie about whats really wrong, sell you things you don't need, and EVEN WANT TO CHARGE YOU TO JUST DIAGNOSE THE PROBLEM!! Besides, your car can diagnose itself, and we can "Diagnose" if for you for FREE and quickly and cheaply sell you the part to fix what it says is wrong! After all, it can only be one thing causing that P0300 right? Has to be a tune up! Or that pesky P0171 or 174....probably just needs a fuel filter...we can sell you that. See how easy it is?"

 

This is the mindset that AZ has successfully embedded into the mind of the motoring public (around here at least), creating a large hurdle to overcome for an honest, legitimate repair shop.

 

Granted, they are much more successful and financially sound that I may ever dream of being by whoreing themselves out to the market at the expense of those of us who have invested our lives, finances, and everything else learning, pursuing and constantly fine tuning the complexities of this field, but at what expense?

 

Sound bitter? Maybe just a little...but if I get one more customer this week with a roll of toilet paper from AZ telling me "they already got it 'diagnosed'...I just wanna know how much you'll charge me to fix these things" I think i'm going to lose it.

 

I have developed a tactful and witty answer that I employ most of the time, but I seem to be having a rash of these lately and my patience has reached an end. My tactful, realistic answer to the customer as to what's wrong with the AZ approach to diagnosing a late model, complex, rolling computer loses all validity as soon as I tell them there will be a fee involved to perform a thorough and accurate disgnosis that I will stand behind if allowed to repair their car. My one on one can't overcome the Billions that AZ has spent telling them just the opposite. I must be trying to "get over on them".

 

Maybe I'm alone here,,,,if so it felt good to vent, if not maybe someone else would like to share and offer how they've seen this trend develop and their tactics dealing with it.

 

DJ

  • Like 1
Link to comment
Share on other sites

It gets even better than that. For under a hundred bucks you can purchase your own code reader and diagnose your cars problems your self. You can even provide this valuable service to your family & friends at no charge. Why stop there, go ahead and help out the neighbors, after all you are now the community diagnostic expert.

Link to comment
Share on other sites

I get this all the time, even from the employees of adv and atz. Just did an alternator for the manager of an adv and it wasn't the problem and they diagnosed it :).

 

I explain to the customer that a scan read is not a diag and ask them if they want me to diag it or if they want me to swap their requested part. Most have me diag but some do not. Maybe this seems wrong but I always secretly hope they have me use their diag and I'm giddy as the jobs being done. I personally try to always be the one that lets the customer know the repair is completed and it did not fix their problem and ask if they want the problem diagnosed.

 

Maybe eventually people will learn this is a complex computer and let us do our jobs.

Link to comment
Share on other sites

I explain to the customer that a scan read is not a diag and ask them if they want me to diag it or if they want me to swap their requested part. Most have me diag but some do not. Maybe this seems wrong but I always secretly hope they have me use their diag and I'm giddy as the jobs being done. I personally try to always be the one that lets the customer know the repair is completed and it did not fix their problem and ask if they want the problem diagnosed.

 

Maybe eventually people will learn this is a complex computer and let us do our jobs.

 

This was usually my approach, but over time have found that no matter what it's a lose/lose. If you push that a receipt with a code number on it is NOT a dig, and that their "suggestion" is just that, a hope to sell them parts that might or might not fix their car, you come accross as arrogant and trying to get over on them CHARGING them to DIAGNOSE it when..."I already HAD it diagnosed"! No mater how you try to adjust your tone and language to convince them, it's a gamble as to the way they will take it.

 

If you go the route of just throwing their parts at it only to tell them it still misfires even after the "tune up" because it has a dead hole...then we get the tail end conversation/argument which is never good, no matter who's right, we come across as incompetatn and dishonest. Despite how it was set up at the counter.

 

So, that's why I was asking. Looks like I'm not alone, and like i'm handling it like most of you are depending on the day. Would just really like to see someone come along and knock the legs out from under AZ, but....I know.

Just don't understand a company undermining an entire industry intentionally. Maybe im just jealous that they've been so successful at it at my/our expense.

Link to comment
Share on other sites

  • 2 weeks later...

I have this problem with customers all the time. The diesel truck side of things is even worse. According to the internet this is what is wrong, this is how long it takes and this is how much the parts cost, and if it doesn't match up, I'm the crook.

Link to comment
Share on other sites

I have this problem with customers all the time. The diesel truck side of things is even worse. According to the internet this is what is wrong, this is how long it takes and this is how much the parts cost, and if it doesn't match up, I'm the crook.

Forums are to blame for that. They just can't wrap their heads around other possibilities and don't understand that while a failure may be similar it's impossible to diagnose a issue via the Internet. That being said there's a ton of good resources for us in those forums which include in many cases a fix that's better than what's offered via oem. (For instance the Vp44 fuel pressure issues)

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Link to comment
Share on other sites

chuckle, chuckle.... seen it, done it, dealt with it, been there... and... wrote about it. chuckle, chuckle. It never ever changes with customers and information. LOL

Link to comment
Share on other sites

  • 2 months later...

I simply tell them if you don't want to pay me to do a proper diag then I will change the parts you want but will not stand behind/refund any work that didn't fix there problem. Most of the time they will pay for the diag. Those that don't I look at it as easy money. I don't have spend any time testing anything just throw on a part and push/drive it out.

 

And those DIY'ers that attempted to do there own work and it didn't work out, I typically charge them extra for anything brought in half tore down. There's nothing more irritating than to put back on parts that didn't need to come off, or were broken while removing. Not to mention all the missing parts that weren't in that cardboard box or coke can.

 

I biggest problem is customers that want you to do a diag over the phone that they will not bring to you. Just want you to spend time (sometimes over 30 mins) telling them what to check so they can run down to AZ and buy a part and fix there self. These guys really get to me. I'm trying to adopt the idea of telling them they just need to bring it in so I can fully check everything out. Not trying to be mean but I don't like spending all my time on the phone especially with customers that will never bring there truck to me.

Link to comment
Share on other sites

  • 1 year later...

AZ pulls a code and gives them a list of parts that may fix their problem, hoping they will continue to buy parts on the list till one fixes the problem.. I simply tell my customers this . I will diagnose your car for 45.00 if you decide to do the repairs with me I will roll that into your repair costs. Then I explain to them about a code in a way they can understand.. I tell them think of a code as a number on a door, now you open that door and there is a long hallway with many doors lining both sides of it, now the problem lies behind one of those doors, think of those doors as a part that may fix the problem with you car. Now if it is the last door all the way down you would of wasted a lot more than 45.00 to get to that door, so doesn't it make sense to pay me 45 dollars to check behind all those doors and tell you which one to spend your money on? Almost all customers agree ... The thing I found that works best for me is to find a way to talk with a person in a way that he or she may understand. Make it easy where they can picture it in their heads and you are more likely to get the point across.. anyway that is my 2 cents

  • Like 2
Link to comment
Share on other sites

I watch a local facebook car selling page. A few months ago a person posted requesting help to figure out their problem on the car. Can't recall exactly what the problem was now, but was amused reading all the suggestions from the "facebook techs". After watching this for a couple days, I added up my cost on each and every part that had been suggested to replace and came up with over $1,000 in parts. Not a single post about how to diagnose the problem or even to get codes pulled. It was all responses like "My car did that one. It was an O2 sensor. Try replacing all the O2 sensors?" I've often wondered why I spent so much on a scan tool and a scope and everything else when a $100 code reader is all I really needed. Oh well, once they waste their money, they probably will bring it in to get done right.

Link to comment
Share on other sites

We get these from time to time. We just ask them if they are hiring us to install the parts or fix the problem. If they want to hire us to install the parts, then we let them know that all we guarantee is that the part is installed correctly. This usually leads to a longer conversation about a real diagnoses and quite often they end up having it done properly. For those that don't, we make money installing the part(s) and quite often more afterwards to diagnose and repair it correctly. You just have to make it work for you.

Link to comment
Share on other sites

I do not get a ton of these. Each one is handled case by case. Some just get told we are too busy which is often true. Some I give a quote that makes my labor rate $160. Some I ask if they checked the aspilate mixer since I had three bad ones this week cause that same problem.

  • Like 1
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
  • Similar Topics

    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Transmission Repair

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Recorded Live at the 2024 MACS (Mobile Air Climate Systems) Training Event & Trade Show, shop owner Bill Snow discusses marketing strategies, the use of social media platforms, and the importance of authenticity in video marketing. Bill shares insights on audience preferences for lighthearted content and emphasizes professionalism and the value of every customer interaction in reflecting the business's dedication to service.
      Digital Marketing Class (00:01:41) Bill Snow discusses the upcoming digital marketing class at MACS and his approach as a shop owner teaching digital marketing. Importance of Google Reviews (00:03:11) Bill Snow highlights the increasing importance of Google reviews and the impact on search results for potential customers. Asking for Reviews and Follow-Up (00:03:49) Bill Snow explains the process of asking for reviews and the importance of follow-up calls to clients. Deferred Work and Client Follow-Up (00:04:34) Bill Snow discusses the practice of following up on deferred work and its impact on client relationships and future appointments. CRM and Marketing Campaigns (00:06:21) Bill Snow explains the use of CRM for deferred work notifications and the implementation of marketing campaigns based on weather and other factors. Hands-Free Scheduling and QR Codes (00:07:47) Bill Snow discusses the use of QR codes for hands-free scheduling and the integration with the shop management system. Elevating Professionalism in the Industry (00:10:32) Carm Capriotto and Bill Snow discuss the importance of elevating the professionalism of the industry and the impact of job titles on attracting talent. Neighborhood-Based Social Media Marketing (00:12:47) Bill Snow describes the shift towards more fun and neighborhood-based social media marketing for Rad Air's ten stores. Celebrating People and Life on Social Media (00:14:19) Bill Snow emphasizes the importance of showcasing the people side of the business and celebrating employees and clients on social media. The Neighborhood Professional Service Center (00:17:34) Carm shares the concept of the "Neighborhood Professional Service Center" and its importance in the industry. Social Media Strategy (00:18:14) Bill Snow discusses the role of different social media platforms, including Twitter, TikTok, Instagram, and YouTube, in their marketing strategy. YouTube Content and Racing Team (00:18:32) Bill Snow explains their YouTube content strategy, including shorts and in-depth videos, and how they showcase their racing team. Video Marketing and Authenticity (00:19:52) The importance of genuine and unedited videos in building connections with customers and clients is discussed. Consumer, Customer, and Client (00:19:58) Bill Snow explains the distinctions between consumers, customers, and clients, and how they impact marketing and relationships. Creating Engaging Content (00:21:23) Bill Snow shares insights into the type of content that resonates with their audience and the importance of hiring someone with a different perspective. Point of View (POV) Videos (00:22:27) The rising trend of point of view (POV) videos, particularly in the context of technicians showcasing tasks like oil changes, is discussed. Enhancing Customer Experience (00:26:18) Bill Snow describes their approach to creating a positive experience for new clients, including personalized welcome bags and additional services. Client Experience Manager (00:27:11) The role of a client experience manager in ensuring quality control and enhancing the overall customer experience is explained. Professionalism and Image Building (00:30:24) The importance of professionalism and creating a positive image for auto repair shops, as well as the role of digital marketing in their 2024 strategy, is highlighted.
      Thanks to our Partners, AAPEX and NAPA TRACS Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors

×
×
  • Create New...