This week a client experience has helped me to appreciate that everyone deserves a break from time to time, and a FREE or lower cost auto repair can lead to a lifetime customer… and in the end increased revenues!

Please keep in mind the shop that I am talking about is not inexpensive, they do not compromise with low-cost technicians or low-cost parts! However, technically the repairs were free. Check this out…

A client comes into the shop with a Toyota Camry that he says is making some noise while turning the steering wheel, and he is having to add steering fluid. Upon further investigation it is found that the steering rack and pinion assembly is leaking, along with the power steering pump, one pressure hose, and one return hose is seaping. The total cost of this repair is around $1850 parts and labor. The service writer informs the client, to which he says that he does not have the money to fix it. He is not mad at the shop, but really disappointed in the vehicle at this point.

The service writer decides to review the client history with the general manager, only to find that although the steering system has never been touched by the shop, this client of only one year has spent nearly $3500 with the shop on vehicle services.

What would you do? Technically the shop has done their job, this is a new repair, and it is up to the client to handle all expenses involved with their own vehicle.

Here is what the shop did.

• They first expressed appreciation for the client’s loyalty, and the fact that his family is really doing well in taking care of the car.
• They then sympathetically acknowledged that aged rubber components are unpredictable, and that they were disappointed that the client was being bombarded with this extra cost at this time.
• They then offered to handle all the repairs… simply for the cost of the parts, as a goodwill gesture to the client.
• So the clients cost was cut to $742.00 total cost. ($1100 dollar loss, not counting shop and time costs)

What was the result? It brought the client nearly to tears to receive that kind of help, and he gladly accepted. He said that he did not expect it, and he was overwhelmed with such kind compassion and service.

So what do you think, is this type of FREE service of value in todays auto repair world? Do you think that this type of investment has monetary or other benefits?

You be the judge.

My opinion is that if every shop, or business for that matter, took an active interest in their clients and not just the sales or monies aspect, and also took the time to put themselves in their shoes so to speak, the loyalty of the client base would increase exponentially and the monetary and other return in the long haul would be ten fold!

I recently stumbled upon a website called virtual vehicle md. The site is very much along the lines of eautoview, discussed earlier, with an emphasis on animation.

Virtual vehicle md is a website designed to assist auto repair and service professionals in communicating repairs and services via the front counter computer, thus creating understanding, and increased sales.

I feel as though virtual vehicle md misses the mark completely, by taking the very complex world of auto repair and service and somehow making it even more complex looking in the animations. In addition virtual vehicle md uses illustrations with poor load time, and operational duration is tiresome.

I give virtual vehicle md a C+ for animations (from a technical standpoint), and a D- for inability to explain the services to someone who has very little technical knowledge.

I tested using virtual vehicle md for one month with men and women auto repair clients, having very little technical knowledge, and the overall opinion was not good. Most people grew weary watching animations… and it required more work on my end in order to explain the service, and what they were seeing in the animation.

The biggest problem is that most grew impatient as the animations dragged on. This program fails to show the service and or repair in a timely manner. I believe eautoview.com is far superior to virtual vehicle md in communicating the very complex world of auto repair and service in a simple and concise manner. Eautoview.com costs slightly more per month, but really hits the mark in connecting with auto repair customers.

Increase Auto Repair Sales and Service!

It is an understatement to say that auto repair and service is not what i used to be in terms of technology. Repair and service centers that excel in the field usually have hundreds of thousands of dollars in handheld computer scanners, scopes, meters, laptops, desktops, pda’s etc. More than 80% utilize high-speed internet throughout the course of the day… to procure parts, obtain technical data, utilize estimation software, along with repair order management software. All of this to service and repair the modern automobile.

Well what about the modern auto repair consumer? Any advancements in communication and educating of the modern consumer? For the most part up until now, the front counter operations have remained unchanged for many years. Repair and service questions are answered with very hard to understand technical jargon, dirty parts and fluids are dredged across the office and waiting area to display to the client, and possibly the worst most unsafe method… walking the customer out beneath their hoisted vehicle to show them the undercarriage! That is up until now, a new patent pending technology has arrived to assist the modern auto repair facility in communicating and answering the service questions with their clients effectiviely and safely, right at the front counter.

This technology is called eAutoView, and shop owners and managers can find it at eautoview.com. The software is available to you on a monthly subscription basis, offering many powerful auto repair sales and service tools to assist, not only in satisfying your customers, but also in training your staff. This of course leads to increased sales and profit for your auto repair shop!

Some of the features include an interactive car, technical drawings, animations, service and sales tips, and much more. All of this is brought to your auto repair shop front counter for you to educate your customers, and ultimately close the sale. Imagine the amazement on your customers face when you mouse over the front fender of the car… it fades away to peer at the front suspension, you highlight the part that is bad on their vehicle and it enlarges along with the name and brief description. One click and you are able to show what that part looks like when it goes bad, and possible repercussions of holding off on the repair. Your customers will be amazed! Their trust and understanding increases dramatically, all of which equals more auto repair sales for your shop.

With out a doubt the patent pending technology brought to you by eAutoView is the wave of the future for auto repair and service centers! Check them out today at www.eautoview.com, your customers will thank you.

Women are, now more than ever, involved in the process of choosing a great mechanic and auto repair shop to take care of the maintenance of their family car. In fact 67% of all auto repair consumers are women. Now that is buying power! Yet finding a great mechanic and repair shop ranks right up there with an IRS tax audit in terms of stress with most women interviewed. So here are some tips in finding a great auto repair shop and mechanic that are “woman friendly.”

Woman friendly auto repair with eautoview.com

1. Does the shop have printed or online recommendation from some of their female customers?

2. Customer Service & Attitude. This may involve a phone, in person interview, or both. Do they have a warm and friendly demeanor? Do they listen when you speak, and answer your questions courteously? Or do they speak down to women, perhaps not even answering your questions?

3. Inspect the facility. Look at waiting room, is it “woman friendly”, clean and comfortable? Does it smell like an auto repair center? (Should not!) Have they removed inappropriate calendars, posters or magazines that display the male chauvinistic world that auto repair was years ago? Is the bathroom clean, orderly and well stocked?

4. Does the shop provide a minimum estimate upon inspection and then get customer approval prior to proceeding with repairs?

5. Upon request can you inspect all old parts following the repair process?

6. Is the service staff capable of explaining to women the work needed in REAL terms. Since showing women the underside of the vehicle can be unsafe, and seeing the inner workings of the vehicle are nearly impossible, cutting edge auto repair and service centers are using eautoview software to explain the inner workings of the automobile safely and easily right at the front counter.

These tips should be very helpful in finding a woman friendly auto service and repair mechanic.

Three crucial steps in finding a great mechanic for your auto repair and service:

The first step is to talk with your family and trusted friends for a recommendation. Your friends and family will be happy to share the good and the bad with you. A long and trusted relationship with a service center, on there part, goes along way on your part- meaning that your relationship with the service center is tied to these other clients, so the shop is going to work harder to keep you happy.

Second an interview with the shop and their potential market. This involves a few different things, you may talk to people who have cars similar to yours, if you are new to an area. For example, if you drive a Toyota or Lexus vehicle, you may be able to find a Toyota Lexus specialist mechanic in the area. Smaller family businesses that specialize are usually best, especially when they have the training and equipment for your specific vehicle make.

Take a look around the shop and see what kinds of cars are being worked on, what condition are the building and employees in? Pride in appearance usually means pride in work and ethics as well.

Is the shop willing to explain fully auto repair and services to you in easy to understand terms? Your questions are important, and they should be willing to take the time to make you feel informed and comfortable. The more advanced service centers are using software such as eAutoView in explaining the repair process and services needed on your car or truck. So the honest shop will walk you through the repairs safely and easily, you will feel fully informed and comfortable. There is a handy shop locator on eAutoViews website to assist you in finding a great auto repair and service center.

Check the warranty on the repair work before leaving the car at the shop. Twelve months 12,000 miles is standard for the industry, and it should cover both parts and labor.

What are the shop’s hours. Will it be open when you get off work? Or is the shop located near a bus or train station? Will you get a loaner vehicle or rental while your car is being worked on? Finally are they willing to work with you if there is conflict with any of the above.

The final step is checking affiliate organizations that certify Ethical auto repair shops and mechanics. Such as the local Better Business Bureau to check whether the shop has any open complaints on file. Check whether the shop is a member of the Automotive Service Association (ASA), ask whether the repair centers mechanics are certified by the National Institute for Automotive Service Excellence (ASE).

If a shop passes these steps, you have found a great auto repair and service center!