ransom wrote:
curtis73 wrote:
It totally depends on the shop and the day. I run a transmission shop and if someone comes in asking for a brake job I have to choose carefully. If I'm busy with 10 cars all getting a $2000 tranny job, I can't take two hours out of my tech's day to do a brake job for $150, so I'll try to get more for it to make it profitable. If it means that I won't be able to finish one of the tranny jobs before the week ends, I'll shoot them really high. If they take it, I can maintain my income. If they don't, I still maintain my income. If business is really slow, I'll hit them with a cut-rate deal because some money is better than no money.
I'm trying to learn more about how to run a business; this is absolutely curiosity and not second-guessing: Does it impact return business or whether you get a second chance down the road with a customer if you give them a really high estimate?
I'm assuming (with the normal risks of assumption) that you can't really tell the customer "look, I'm really busy, so to make it worthwhile it's going to have to be this much." So they wander off and if they get an estimate from a similar shop who are having a slow week, they'll just think your prices are high, right?
Being a mostly-transmission shop, there is that risk of scaring people away from future business. For most vehicles, a transmission will need to be rebuilt once so earning repeat business is not quite as big a deal as it would be in (for instance) a general repair place.
I'm lucky that this job is at an honest shop... truly. We have 42 years of reputation to back it up. I don't have to sucker people into paying for more than they need. I earn their trust, keep good communication, invite them to see the damage if they don't believe me, and price accordingly. Its a blessing compared to the previous jobs I've had.
Having that kind of reputation to back me up, we do earn a ton of repeat transmission business. We're rebuilding the TH350 in a guy's 1982 Chevy pickup that we did 15 years ago as well.
So I don't sweat the occasional dust-off of a 20 year old kid with a ricer who wants an oil change and brakes. On the other hand, I do take notice when a repeat customer comes in for brakes. If I don't have time to make it cheap for them, I sometimes dust them off by telling them I wouldn't be able to get to it until next week. They can't argue with that... if we're busy, it must mean that we're good and it supports the very same opinion that brought them back in for more service.
Running a repair shop is sales. Period. I back it up with a heaping helping of customer service. The secret is to make money so the owner is happy, and make the customer feel like you bent over backwards to help them. Its a daunting task sometimes. You have to possess the talent to be able to tell people to berkeley off in such a way that they thank you for it, and the talent to know which people are the kind that are trying to take advantage of YOU versus the ones that another shop would take advantage of THEM.
Case in point. Last week we did a trashed 4L80E for a rock-bottom price. He kept trying to take advantage of me and in some ways I let him. Seeing the hitch on the truck, the 7-pole trailer wiring, the electronic trailer brake controller under the dash, and several RV accessories in the bed, it was obvious why his tranny was trashed. So, I knew that in order to prevent a warranty issue later I had to install an external transmission cooler and a mild shift kit. I passed them off as freebies, like we tried to hook him up with a bonus. He thought the firm shifts were the sign of the apocalypse. It took me and the builder an hour to calm him down and explain why the shift kit helps prevent damage. Some people you will never please. Others will leave the lot, have a solenoid fail, and are so afraid of confrontation that they just take it to another shop and pay all over again. Its my job to please the unpleasable, and make the fearful ones feel so comfortable that they come back. Its not easy.
The owners see the bottom line; the dollars you collected versus the dollars you spent. They don't care about anything else until someone complains. Then they question your management skills. The secret is to run interference in such a way that customers pay you money, leave happy, and expect a somewhat thankless existence.
Fortunately my new bosses are very pleased with how I'm doing and they've been very willing to give kudos where they're due. That's all I need.
Now, if you are going to own and operate your business, expect one of two things to happen at first; either you'll cut the rate to make people happy (which won't work... people in general want the cheap fix but then curse YOU out later when they are disappointed with their own decision to go cheap), or you'll develop a thick skin and piss people off but make money. Think of it this way... if you eat at a steak house and pay $50 for a good meal, you may have a little remorse about spending that much, but you got top quality grub. If you spend $5 and eat at McDonalds, you're just as full but the crappy food takes its toll on your guts. You might complain to McDonalds about the way your guts feel, but in truth its your own dumb fault for choosing to eat a substandard meal. Auto repair is the same way. Make it cheap and people will not respect your repairs. Make it expensive and they will feel like its a top-notch repair. They might complain about the price, but a wise man once told me, "If you want the $2000 paycheck, you have to put on the $2000 show"