Manager Forum

I've been asked to seek your opinion on the following question.

"We would like to find out if you would be in favor of having your shop contact information available by zip code to our Do-It-Yourself customers. This listing would be useful in the event that the repair the customer is attempting is too much for them and they can readily find a local shop that can do the repair.

The customer would be able search for repair shops through our DIY website and potentially through an IPhone application in the future."

Please vote and post any related comments. (keep it sweet please)

I'm not in favor of giving out free repair information to DIYers, unless they bought the parts from me. I am also a retail store. I don't have a problem telling a CUSTOMER (meaning someone who has paid me for products or service) how to or giving a CUSTOMER a quick tip.

I am more of a specialty shop/retailer. I get insulted when an internet shopper bought a hoosiehotter of the net, because he found it $7 cheaper than me. Yes, I remember most of the things I quote out and sell. My boss pays me to make him money. I don't make any money on a non-customer DIYer. I work the counter. So when he comes in with a part I quoted out but did not sell him, I smile and tell him to call the place he bought it from. their response is usually they won't answer the phone/email. I then say Have a nice day.

If Mitchell wanted to do this, I'm sure some shops might sign up. I would probably opt-out. These people don't really fit my customer profile, and they usually don't want to pay me what I am worth to do the job right. Plus they have tried all sorts of things already which generally complicates matters.

On the other hand, I occasionally get lucky with these. I just fixed an 05 K2500 intermittent starting problem who's electrical engineer owner and a dozen shops (including the dealer) have been working on this problem for over 3 years. Done in 2 hours without a symptom. (got lucky I guess )

I already get several calls a week from the DIY crowd. Generaly when I tell them they will have to pay for me to fix their mess they hang up . I have been called several select names because I wouldnt give them a frebbie over the phone.

Voted

I've gotton 2 calls in the last 2 days from a DIYer to use my special socket to remove crankshaft center bolt on their Honda, then snug it back up so they can drive it home and continue with their quest of finding an oil leak. I told them I would not be comfortable in doing that.

Generally by the time they decide to have a shop "finish" the repair they have rounded off bolts or broken something and want to supply their own parts.

I voted no.

I'm with everyone else. A resounding "NO" from me. reasons are listed above.

i'd be willing to be added to a call list, but it would have to be a bit specific on what the caller was to expect. if the person expected to be led through a repair procedure step by step then don't waste my time because either i'll hang up or bring you to a dead end. on the other hand if a person calls up and explains that they usually do their own work but can't handle what they're facing now and wants a price then that's ok. as far as i can see it's just another estimate with an educated person. i'll not lend out tools or give repair information (with a few exceptions, such as shop owners that i'm friendly with or forum members). i really see no big issue here with the exception of a few more phone calls.

Guess I'm the only one that said yes! The main reason was for another possible customer and no extra expense. They are getting harder to come by. I relish the opportunity to help someone get their transmission tore down.....

Nyet!

Well I voted yes aswell, only for the standpoint of having the shop more visible on a web search. I know that most anyone who would call is a bottom feeder but I can deal with these types. My management system is setup with several labor prices to deal with this situation. Hourly rate, Customer supplied parts rate, cutomer tried to fix it first rate, customer wants to help look over my shoulder rate....which no one could ever afford HA HA HA!!!!!!


Jeremy

I have shared this feedback with the inquiring parties. Thanks to all who voted and commented.

Any technician will tell you that he (or she) is not very enthusiastic about going behind someone that has already disassembled, probed at, improperly wired, and hacked at a vehicle. And most shop owners know that this clientele usually does not see the true value in what we do, and will not be willing to pay what it's worth. I normally price high for these customers, and if I get the job, then it's rewarding. So I'm really not interested in pulling this type of customer into my shop. They do it by themselves already!

Alright. I just had an experience with a DIY guy that I'll share....

A guy comes in around 4pm yesterday looking for an inspection. Never been here before. Sure! Write him up and on my way to the car he stops me and says he's got something to show me and wants to know if it'll pass. He brings me to the RR wheel and points to the brake rotor. I can see the rotor looks new but it is rusting except for a very small strip of pad contact. He tells me he just did brakes himself and that he needs this and that, etc.... I tell him that this condition will surely hold up his sticker, but lets take a look and see whats going on. When I get the wheels off, the story unfolds. He has done 4 rear brake jobs in the last 3 years on this car, all using (insert name of big box auto store here) parts. Closer inspection reveals the pad hardware upside down. Brake pads are on backwards and seized in the brackets. He then says that he has to *hammer* the pads in place. (Well there's your problem) I figure we can get him going with the correct hardware. It's late but we can squeeze it in. Hot shot a set of hardware down in 7 minutes. Hardware fits the brackets now but the pads don't fit the hardware. Now we need a set of pads and it's almost 5pm. We put him in a loaner car and send him off for the night. Next day I put in the pads and all is well.

That was a lot of work for an inspection sticker. It's also a lot of work for a brake job. I wonder what he spent in the last 3 years on parts and how much of his time he used. So I made some money on this job. I gained a customer (at least for stuff he can't/wont do or stuff he screwed up). Question I have now is, 'Is it worth it?' I'm not sure. Once in a while is ok. A steady stream of this might get frustrating. I'm still on the fence.

ricmorin wrote:Alright. I just had an experience with a DIY guy that I'll share....

A guy comes in around 4pm yesterday looking for an inspection. Never been here before. Sure! Write him up and on my way to the car he stops me and says he's got something to show me and wants to know if it'll pass. He brings me to the RR wheel and points to the brake rotor. I can see the rotor looks new but it is rusting except for a very small strip of pad contact. He tells me he just did brakes himself and that he needs this and that, etc.... I tell him that this condition will surely hold up his sticker, but lets take a look and see whats going on. When I get the wheels off, the story unfolds. He has done 4 rear brake jobs in the last 3 years on this car, all using (insert name of big box auto store here) parts. Closer inspection reveals the pad hardware upside down. Brake pads are on backwards and seized in the brackets. He then says that he has to *hammer* the pads in place. (Well there's your problem) I figure we can get him going with the correct hardware. It's late but we can squeeze it in. Hot shot a set of hardware down in 7 minutes. Hardware fits the brackets now but the pads don't fit the hardware. Now we need a set of pads and it's almost 5pm. We put him in a loaner car and send him off for the night. Next day I put in the pads and all is well.

That was a lot of work for an inspection sticker. It's also a lot of work for a brake job. I wonder what he spent in the last 3 years on parts and how much of his time he used. So I made some money on this job. I gained a customer (at least for stuff he can't/wont do or stuff he screwed up). Question I have now is, 'Is it worth it?' I'm not sure. Once in a while is ok. A steady stream of this might get frustrating. I'm still on the fence.

I think, we also have to ask ourselves the question, how often do they okay the work, as opposed to how much of our time have they sucked up without spending a penny?

In my short 10 years in the biz, they decline the work most of the time, and of those that do okay it, I can't recall a single one who turned into a "quality" customer. In fact, I sometimes find that they are so embarrassed, they never want to show their faces again, at our fine establishment.

He did seem a bit embarassed that the job was done so poorly. I tried my best to ease him on that part. I really doubt he'd turn into an A customer. But do I want to turn away an occassional C customer based only on the fact that they are a C? Number Five need more input!

the responses indicate to me, the diy'ers can't diy. i would be interested in a service referral from the diy site to do it for them. How many people have recieved step-by-step instruction from the on call ER doctor on how to stitch on a cut off finger?

Something more on the lines of this. "the info recieved here is brought to you by your local M1 shop owner. If you are experiencing difficulties in accomplishing this task, you may contact your local M1 shop for service and repair"
then search by zip.

i might be interested in something like this. just my .02

NO! DIY'S just tend to waste alot of our valuable time that can be spent on customers who pay for our knowledge.

ricmorin wrote:Alright. I just had an experience with a DIY guy that I'll share....

A guy comes in around 4pm yesterday looking for an inspection. Never been here before. Sure! Write him up and on my way to the car he stops me and says he's got something to show me and wants to know if it'll pass. He brings me to the RR wheel and points to the brake rotor. I can see the rotor looks new but it is rusting except for a very small strip of pad contact. He tells me he just did brakes himself and that he needs this and that, etc.... I tell him that this condition will surely hold up his sticker, but lets take a look and see whats going on. When I get the wheels off, the story unfolds. He has done 4 rear brake jobs in the last 3 years on this car, all using (insert name of big box auto store here) parts. Closer inspection reveals the pad hardware upside down. Brake pads are on backwards and seized in the brackets. He then says that he has to *hammer* the pads in place. (Well there's your problem) I figure we can get him going with the correct hardware. It's late but we can squeeze it in. Hot shot a set of hardware down in 7 minutes. Hardware fits the brackets now but the pads don't fit the hardware. Now we need a set of pads and it's almost 5pm. We put him in a loaner car and send him off for the night. Next day I put in the pads and all is well.

That was a lot of work for an inspection sticker. It's also a lot of work for a brake job. I wonder what he spent in the last 3 years on parts and how much of his time he used. So I made some money on this job. I gained a customer (at least for stuff he can't/wont do or stuff he screwed up). Question I have now is, 'Is it worth it?' I'm not sure. Once in a while is ok. A steady stream of this might get frustrating. I'm still on the fence.

Update: This customer has not turned out to be a regular, but we've seen them twice last year. This car was traded for a new Edge. He calls us when he's stuck on something. And it's usually a mess.