Auto Repair Shops Should All Be Doing This
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- Опубліковано 17 січ 2023
- In this video, we discuss the importance of regular inspections for your vehicle performed by a trained professional.
Keeping your vehicle well-maintained is crucial for ensuring your safety on the road, as well as the safety of other drivers. A trained and well-paid professional mechanic is the best person to perform these inspections, as they have the knowledge and experience to identify potential issues and fix them before they become major problems.
But what do you do about people that don't want that kind of service?
I go over and make notes on every car I work on regardless of what's being done to it. When the car is picked up if I find anything I give them a list with estimates and an order that they should be done from urgent to that can wait. After that my job is done.
Same process here!
Shop owner for nearly 40 years here, never compromise your standards, use OEM fluids or parts , the proper tools, be honest and straight forward with every one and you will have more good customers then you can service. You will sleep much better at night.
It is important to give them a choice. When you give them a choice and they agree to it they are now asking for the service. So, later when the issues are presented 1. They are less shocked. 2. It is easier to give a sale when it is asked for rather to sell them something that was not asked for. 3. If they decline the evaluation note it on the invoice for any future concerns.
If they don't understand the process it is our job to help them understand. If they are to stubborn and still refuse I note that the evaluation was declined on the invoice for liability reasons. However, during repairs I still have the techs keep an eye out for anything that might be concerning.
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I don't sell a damn thing. Here is what we found, this is what will happen if you don't fix it, and this is how much we charge to fix it. Pay me or see ya.
Same.
QUICK-WITTED Changing the industry Podcast
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From Nick Ayivor from London England UK 🇬🇧 ⏰️ 14:23
It’s your profession obligation to check the car. Don’t ask the customer, you tell the customer what your intentions are. If you frame it and explain it the correct way, you will not have the issues that you are describing
I always do a complete inspection no matter what on EVERY vehicle...and I've never worked flat rate. I make the same amount of $ whether I sell work or not.
Customers deserve to know what's wrong with their vehicle from a professional tech. (of 20 years)
I work flat rate, and for me it's not about selling them a service lmao I could give a shit if they drive off in their raggedy piece of shit. What I care about is when it inevitably breaks and they come back and I have to fix an even bigger mess that costs more, only for them to want to haggle on price.
Can we please talk about ways we can guarantee pay for the repairs we (technicians) did on a vehicle without waiting for the repair order to get closed out by the advisor?
I find it absurd that my shop (dealer) will not pay us techs unless that customer has provided payment.
If we are asked to put in the extra efforts and we do it, then we should get paid.
There's nothing to discuss. Techs get paid on work completion, not payment.
Our shop also aggressively collects parts deposits to help with revenue generation.
If they're not paying you on work completion, find a better shop.
@@ChangingTheIndustry oh I agree and I wish it was that simple to just find another shop. But I’ve invested a decade with the brand I work for, and about a year of that time has been spent with the current dealer I work for (relocated).
We get paid for the hours we produce on a monthly basis. It used to be that when a customer didn’t pay for their repairs by the end of the month, we techs would still get paid for that repair which would go towards that current months hours.. but they took that away since customers weren’t paying, leaving a hefty chunk of debt.
I’d like to talk to management about this and come up with a resolution because I believe that if I bust my butt to complete a repair under my time and schedule then I should absolutely get paid once I finish.
If they are going to pay me only after customers pick up, fine, let me know when the customer is going to pay and I’ll do the repairs that were approved right before they do. I’ll just work on other cars till then.
How much time does a DVI Normally take and do you charge for that. I don't do oil changes at my shop just because there's a tire shop that does that not far from me and i'm not able to compete with that price. I do like to do a safety and service on my customer's car once a year But most of those will consume a little over an hour to actually check everything and take pictures, I just don't know if my way is the right way I should be doing it. I'm Quickly finding out as a new shop owner that my way might not be the best way
I'm about 45 minutes to an hour on a good quality DVI.
BUT it's very extensive!
Woahhhh. You don’t offer oil changes because there’s a tire shop that does them and you can’t compete? What do you tell your customers when they ask for one while they’re in there for something else? Also, forget the price what about the quality. The way you wrote it out you make it seem like that tire shop has the best quality oil change in the state and you can’t beat their price? That is the wrong way to think my guy.
I had a customer today, he is a regular customer. He brought in his Ram 2500 4wd Diesel. He requested a complete service on the vehicle, oil change, fuel filters, air filter and cabin filter. I told him the price and had him authorize it, which he did. However when I finished the vehicle he proceeded to tell me I am too expensive. Should that type of service have set pricing ? I know the fuel filters for that vehicle are expensive.
These are so tough!
1: Because what is the client comparing your price too?
2: Why did they approve it, if it's too much or are they simply looking for a discount?
3: Everything is too expensive these days.
I mean, let's be real - you can go any number of places local to me and get a service for less.
Heck, just today a friend called and mentioned VW would do a water pump we quoted for $1400 for $900.... (now they are just pricing the pump, and not a coolant service or the plastic pipe that's known to break).
But my point is there's always going to be a cheaper facility.
I get nervous about charging to much, someone complains and I question myself.
But as I've grown, Instead of questioning if we're charging too much, I question if we conveyed our value well enough.
I question if we showed the client our amenities properly or if we even explained why we're more expensive.
Many owners really fear being called "rip offs" for charging more....
But when you've got shops that'll do a job for $400, and other shops that command $1500 for the same job I can't help but think we're not comparing apples to apples.
Tell me, Bo, how did it feel when the client said that?
What did you say in response?
@@ChangingTheIndustry i honestly felt terrible. I simply said “Am I ?” He had no response to that.
I believe his feeling of my shop being to expensive is from the fact he installs the large mower attachments to the back of tractors for township and county garages. His family owns the company and he knows he can do his own services but he brings them to me due to the lack of time he has.
I’m not sure if he was genuinely upset with the price or if he was looking for a discount. He’s been a very good customer for well over a year and he has his family members bring their vehicles to me for all their repairs. I feel if I was “too expensive “ he wouldn’t recommend so many of his family members to me.
He very well knows that I do the absolute best job I can do and I stand behind my work 100%. If there is a issue with any vehicle my shop has worked on, I get the vehicle back in as soon as possible to remedy the issue.
Nah bro. You let em know to the best of your possibility to make them understand. Or let them take it somewhere else.
Also depends if he's a great client I try to help them out but not undervalued ok Ng my service prices....
I feel you, Bo. When people said something like that years ago I took it extremely personal.
I'm sure they could see the discomfort on my face before they even finished.
Now, I politely thank them, and let them know that's how we offer things like free loaner cars, rides, an extensive warranty which covers like no one else could and the absolute best technicians in the area.
I think my confidence is a lot of what changed in the business. But there's still that touch of self doubt that rises up everytime I don't hit the mark or a client expresses displeasure.
I'm pretty sure it just comes with the territory 🤷♂️
If nothing else, it keeps me humble and hungry for improvement.
I’ve questioned that myself but now I know not everyone is your client. The ones that usually question price the most are the ones that take the most of your time and still leave unhappy. Some you can explain your process and your value till your blue in the face and the only reply you get is still the price in that case let the other guy do it.