We have worked hard at European Autospecialist to build our reputation as the place to bring your vehicle for honest, quality repairs and maintenance. After more than 25 years, I don’t think we’ve done a bad job. I find some of the phone calls we get interesting. I hear a lot of “I just bought this car, and my friends tell me I need to come to you” or “I know a lot of people with the same type of car, and they all come to you for their service.” Ok, this alone says that our hard work has paid off, and we have lots of happy customers who are happy enough to spread the word.
And then I get the question “I’d like to get my car serviced, Can I bring it in today?” or “I’m leaving town tomorrow, Can I come down and get my oil changed?” When I have to, unfortunately, tell them no, they seem surprised. Then when I explain that I would not be able to see their vehicle for a couple of days, it’s amazing how many times I hear “Oh, you’re that busy?”
If we were not doing something right, we would not have a lot of happy customers. If we didn’t have a lot of happy customers, the odds are, you would not have heard about us. Having a lot of happy customers means we’re busy and working hard to keep them. We also try to make new customers feel welcome and comfortable about having brought their vehicle to us for service. So, why are people surprised that we are busy? Or, why are people surprised to find we can’t just accept them at a moments notice? I don’t know, maybe the connection between being successful and having lots of customers doesn’t seem to exist in this line of business. However, if you knew of a really good restaurant or a good movie, you’d expect so see a line or at least be prepared for one. Don’t get me wrong, I’m not try to toot my own horn or pat myself on the back, I’m just trying to understand why people, after hearing that we are a good service facility, think that they would be able to drop in at a moments notice to get their car serviced.
Please don’t let my rant discourage you from calling. I always try my best to get you in as soon as possible and to keep your car for the least amount of time as possible. I understand you want your car back as soon as possible, and I work hard to make that possible. I promise, I will never tell you, “Sure, bring it right on down” knowing that there are 6 or 7 other cars waiting to be worked on.
Tuesday, October 19, 2010
Monday, October 11, 2010
Is it really for free?
Let me explain a little bit about how our shop operates. You bring your vehicle in with a complaint, then the technicians spend time figuring out what is wrong with the car and what it will take to repair it. As most of you know, this is called Diagnostic Time. An estimate is then written and you are phoned with what the repair costs are. Here is where some confusion comes in. I get a lot of people that ask, “If I have you repair it, will you take the diagnostic fee off?” or “Does that price include the diagnostic fee?” The answer to both questions is “No”
“Well JoeBobJimPaul Shop takes their diagnostic fee off if I have it repaired there.” Or you’ve seen the signs that say ‘Free Diagnosis’
People, there is no such thing as free.
Professional technicians are paid by the time they spend working on a vehicle. If the shop is slow and the technicians are standing around, they are not being paid. So, with that in mind, lets say you’re a technician, your boss gives you a car to diagnose, it takes you 30 minutes to figure out the problem but the customer declines the repair, does that mean you should not be paid for your time and expertise? And what about the fact that you are diagnosing 4-5 cars a day, that’s 2 to 5 hours a day you’re going to work for free?
Ok, let’s look at it from the shop owner’s point of view. Let’s say that you go ahead and pay you technician, but your not getting the jobs, or you’re giving the diagnosis time away “free”, so how are you making up that loss? Most “free” diagnostis fees get hidden in the price somewhere, I guarantee it.
At European Autospecialist, NOTHING is hidden from our customer. We try very hard to be fair to everyone across the board, customers and employees alike. Happy technicians do quality work for you, our customers. You, our customer, know exactly what we are doing and what you are paying for. For me, this is the easiest way to go. I’m honest with you so I can go to sleep at night and not have to worry about any sleight of hand that I performed for someone or any ‘stories’ I said that I have to remember.
There is nothing “Free”, it’s there, somewhere.
Oh, I stand corrected. We will occasionally replace your burnt bulb, without an appointment… For free.
“Well JoeBobJimPaul Shop takes their diagnostic fee off if I have it repaired there.” Or you’ve seen the signs that say ‘Free Diagnosis’
People, there is no such thing as free.
Professional technicians are paid by the time they spend working on a vehicle. If the shop is slow and the technicians are standing around, they are not being paid. So, with that in mind, lets say you’re a technician, your boss gives you a car to diagnose, it takes you 30 minutes to figure out the problem but the customer declines the repair, does that mean you should not be paid for your time and expertise? And what about the fact that you are diagnosing 4-5 cars a day, that’s 2 to 5 hours a day you’re going to work for free?
Ok, let’s look at it from the shop owner’s point of view. Let’s say that you go ahead and pay you technician, but your not getting the jobs, or you’re giving the diagnosis time away “free”, so how are you making up that loss? Most “free” diagnostis fees get hidden in the price somewhere, I guarantee it.
At European Autospecialist, NOTHING is hidden from our customer. We try very hard to be fair to everyone across the board, customers and employees alike. Happy technicians do quality work for you, our customers. You, our customer, know exactly what we are doing and what you are paying for. For me, this is the easiest way to go. I’m honest with you so I can go to sleep at night and not have to worry about any sleight of hand that I performed for someone or any ‘stories’ I said that I have to remember.
There is nothing “Free”, it’s there, somewhere.
Oh, I stand corrected. We will occasionally replace your burnt bulb, without an appointment… For free.
Tuesday, October 5, 2010
The Internet and Misconceptions
The internet is a wonderful thing, really. It’s the worlds filling cabinet! Anything and everything can be found here. But, is it all correct? Now, we know there is no way for the human race to monitor, correct or clear up everything on the internet. The best thing we can do is educate! The more my customers know and understand about their vehicles, the easier my job is!
What I would like to write about today is a misconception about BMW automatic transmissions in vehicles that are 1994 and newer. Recently, I had a customer on the phone that unfortunately had a transmission that was failing. He was telling me that he had read on multiple forums that this was a problem with BMW’s. Well, that’s not really true. And the cause is not limited to BMW. The initial problem started with us, people and society. We didn’t like maintaining our vehicles, we didn’t like the cost involved, and we didn’t like the inconvenience of not having our cars. It brings to mind one of my favorite saying “Careful what you ask for, you may just get it.” As petroleum technologies advanced and synthetic fluids came into the picture, factories started filling their transmissions with “Long-Life” synthetic fluids and telling people that maintenance was no longer necessary. They said that the transmissions were filled with “lifetime” fluid. Well, this made people happy, something they no longer had to worry about right? Wrong, just like there is no such thing as a “maintenance free battery.”
Basically what that says is, use it until it fails then buy another one from me and I can make a bigger profit, faster. This applies to almost everything around us, we have become a use- it-and-buy-a-new one society, and we are getting worse. But I regress. Transmissions require service if you plan on keeping and driving you car for any real length of time. Transmissions should have their fluid service approximately every 60,000 miles. We see a lot of cars with transmissions failing around the 80,000 to 100,000 mile range. Hey, guess what? That’s the “lifetime” of a transmission that sees no service! We have long-time customers on their second or third BMW with over 150,000 miles on them. You know how many transmission problems they’ve had?? None, why? Because we have serviced them. On the basics of transmissions, nothing has changed. They still wear, the fluid still breaks down, but because the damage doesn’t happen for a much longer time, the factories don’t care. Let’s face it; they want you to buy a new car every 3 to 5 years anyway. No machine lasts forever, or your “lifetime” without maintenance, unless you’re prepared to use it, throw it away and buy a new one.
What I would like to write about today is a misconception about BMW automatic transmissions in vehicles that are 1994 and newer. Recently, I had a customer on the phone that unfortunately had a transmission that was failing. He was telling me that he had read on multiple forums that this was a problem with BMW’s. Well, that’s not really true. And the cause is not limited to BMW. The initial problem started with us, people and society. We didn’t like maintaining our vehicles, we didn’t like the cost involved, and we didn’t like the inconvenience of not having our cars. It brings to mind one of my favorite saying “Careful what you ask for, you may just get it.” As petroleum technologies advanced and synthetic fluids came into the picture, factories started filling their transmissions with “Long-Life” synthetic fluids and telling people that maintenance was no longer necessary. They said that the transmissions were filled with “lifetime” fluid. Well, this made people happy, something they no longer had to worry about right? Wrong, just like there is no such thing as a “maintenance free battery.”
Basically what that says is, use it until it fails then buy another one from me and I can make a bigger profit, faster. This applies to almost everything around us, we have become a use- it-and-buy-a-new one society, and we are getting worse. But I regress. Transmissions require service if you plan on keeping and driving you car for any real length of time. Transmissions should have their fluid service approximately every 60,000 miles. We see a lot of cars with transmissions failing around the 80,000 to 100,000 mile range. Hey, guess what? That’s the “lifetime” of a transmission that sees no service! We have long-time customers on their second or third BMW with over 150,000 miles on them. You know how many transmission problems they’ve had?? None, why? Because we have serviced them. On the basics of transmissions, nothing has changed. They still wear, the fluid still breaks down, but because the damage doesn’t happen for a much longer time, the factories don’t care. Let’s face it; they want you to buy a new car every 3 to 5 years anyway. No machine lasts forever, or your “lifetime” without maintenance, unless you’re prepared to use it, throw it away and buy a new one.
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