Re: Honda Manager Out-of-Control - Please advice
 

At our shop I am the "closer" Now this means 10 to 15 minutes extra at no
pay to pull the tires in, turn out the lights, lock up the shop, change and
go home. Usually we have the last minute Oil rush job at 5:50 (we close at
6:00) Seldom do I leave at 6:30. Seldom do I wipe off my tools and put them
away. The Corporation thinks that the last minute customer is valuable, but
reality is they waste time.
Tonight it was a rebalance check on the front tires of a Volvo. He
complained of a vibration at 58 MPH after we did a rotate and front tire
rebalance a week ago. So car in, on the rack. Right tore .25 oz out, left
rim bent. Put it on the Right rear and pulled the car out. Told the
customer. He thought I was lying to cover up a defective tire. Car back in
Bent rim on the balancer to prove to him it was bent. Well He wishes the
tire back on the front to maintain his rotation pattern. So swapped two
tires. Now he wants us to "throw in a bulb" for the brake light (a service
we do charge for) I did it anyway for:the CUSTOMER IS ALWAYS RIGHT; the
squeaky wheel etc. but it didn't fix the light anyway.
So he drives out of the shop at about 6:30 Didn't have to pay a penny and
the shop paid me about 20 minutes of time for what took an hour. But he was
in before 6:00....
We love last minute customers, they keep our stock going up....


--
Stephen W. Hansen
ASE Certified Master Automobile Technician
ASE Undercar Specialist


http://www.troublecodes.net/technical/




"Elle" <elle_navorski@nospam.earthlink.net> wrote in message
news:tsU5f.16976$hY6.11981@newsread1.news.pas.eart hlink.net...
>
> "notbob" <notbob@nothome.com> wrote in message
> news:pa-dnaBW5qMLXMreRVn-rQ@comcast.com...
>> On 2005-10-20, Elle <elle_navorski@nospam.earthlink.net> wrote:
>>
>> > So you dumped on some minimum wage employee, who might very well be
> working
>> > two or more jobs to make ends meet, because you didn't want to dump on
> your
>> > wife or her employer.
>>
>> I gotta admit, I took the employee's side on this one, too. He DID
>> explain the reason for the early closing and DID offer a viable,
>> though somewhat delayed, solution. What's the big deal about waiting
>> a couple of weeks? The car can't tell the difference of a few hundred
>> miles extra. Besides, I know what happens if you don't hold the line
>> on closing time. You get more latecomers bugging you to do "just one
>> more" and then you hafta get nasty about it.
>
> 'Zactly.
>
> Rules generally are not made up, on whim, just to torture others.
>
>> Nope, wait two weeks,
>> find another place, or do it yourself. If the employee was doing as
>> instructed and tried to accommodate, the customer has no bitch.
>
> Plus, just my opinion, but a shop that has to deal with customers milking
> them for every free minute is going to get plenty overstressed plenty
> fast.
> So customers who pull this garbage hurt other customers.
>
>

Re: Honda Manager Out-of-Control - Please advice
 

Brian Smith wrote:
> "Matt Ion" <soundy@moltenimage.com> wrote in message
> news:nDf6f.262757$tl2.99165@pd7tw3no...
>
>>Read the farking message. I WAS NOT LATE. They closed at 6. I was there
>>at ten to six. If a 10-minute-lube shop can't start an oil change at 10
>>to 6 and be done by 6, they have bigger problems.
>
>
> Where you work are you at your job until the last moment of the day? Are you
> entitled to a clean up time?

I'm at a job until it's finished, cleanup included, thanks.

Like I said, I've been spoiled by another auto service shop whose motto
is "five minutes to closing means still open." Those shops get my
money; those that are lazy don't.


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Re: Honda Manager Out-of-Control - Please advice
 

Brian Smith wrote:
> "Matt Ion" <soundy@moltenimage.com> wrote in message
> news:nDf6f.262757$tl2.99165@pd7tw3no...
>
>>Read the farking message. I WAS NOT LATE. They closed at 6. I was there
>>at ten to six. If a 10-minute-lube shop can't start an oil change at 10
>>to 6 and be done by 6, they have bigger problems.
>
>
> Where you work are you at your job until the last moment of the day? Are you
> entitled to a clean up time?

I'm at a job until it's finished, cleanup included, thanks.

Like I said, I've been spoiled by another auto service shop whose motto
is "five minutes to closing means still open." Those shops get my
money; those that are lazy don't.


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Re: Honda Manager Out-of-Control - Please advice
 

Steve H wrote:
> At our shop I am the "closer" Now this means 10 to 15 minutes extra at no
> pay to pull the tires in, turn out the lights, lock up the shop, change and
> go home. Usually we have the last minute Oil rush job at 5:50 (we close at
> 6:00) Seldom do I leave at 6:30. Seldom do I wipe off my tools and put them
> away. The Corporation thinks that the last minute customer is valuable, but
> reality is they waste time.
> Tonight it was a rebalance check on the front tires of a Volvo. He
> complained of a vibration at 58 MPH after we did a rotate and front tire
> rebalance a week ago. So car in, on the rack. Right tore .25 oz out, left
> rim bent. Put it on the Right rear and pulled the car out. Told the
> customer. He thought I was lying to cover up a defective tire. Car back in
> Bent rim on the balancer to prove to him it was bent. Well He wishes the
> tire back on the front to maintain his rotation pattern. So swapped two
> tires. Now he wants us to "throw in a bulb" for the brake light (a service
> we do charge for) I did it anyway for:the CUSTOMER IS ALWAYS RIGHT; the
> squeaky wheel etc. but it didn't fix the light anyway.
> So he drives out of the shop at about 6:30 Didn't have to pay a penny and
> the shop paid me about 20 minutes of time for what took an hour. But he was
> in before 6:00....
> We love last minute customers, they keep our stock going up....

And chances are, they'll remember the good service you gave them and
come back again, when they ARE paying for it. And will send other
business your way.

With competition the way it is in business, sometimes you have to go the
extra mile. When there are a half-dozen quick-lube places within a
small town, the one that goes the distance is the one that steals the
customers from the ones that don't.


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Re: Honda Manager Out-of-Control - Please advice
 

Steve H wrote:
> At our shop I am the "closer" Now this means 10 to 15 minutes extra at no
> pay to pull the tires in, turn out the lights, lock up the shop, change and
> go home. Usually we have the last minute Oil rush job at 5:50 (we close at
> 6:00) Seldom do I leave at 6:30. Seldom do I wipe off my tools and put them
> away. The Corporation thinks that the last minute customer is valuable, but
> reality is they waste time.
> Tonight it was a rebalance check on the front tires of a Volvo. He
> complained of a vibration at 58 MPH after we did a rotate and front tire
> rebalance a week ago. So car in, on the rack. Right tore .25 oz out, left
> rim bent. Put it on the Right rear and pulled the car out. Told the
> customer. He thought I was lying to cover up a defective tire. Car back in
> Bent rim on the balancer to prove to him it was bent. Well He wishes the
> tire back on the front to maintain his rotation pattern. So swapped two
> tires. Now he wants us to "throw in a bulb" for the brake light (a service
> we do charge for) I did it anyway for:the CUSTOMER IS ALWAYS RIGHT; the
> squeaky wheel etc. but it didn't fix the light anyway.
> So he drives out of the shop at about 6:30 Didn't have to pay a penny and
> the shop paid me about 20 minutes of time for what took an hour. But he was
> in before 6:00....
> We love last minute customers, they keep our stock going up....

And chances are, they'll remember the good service you gave them and
come back again, when they ARE paying for it. And will send other
business your way.

With competition the way it is in business, sometimes you have to go the
extra mile. When there are a half-dozen quick-lube places within a
small town, the one that goes the distance is the one that steals the
customers from the ones that don't.


---
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Tested on: 10/23/2005 12:47:56 AM
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Re: Honda Manager Out-of-Control - Please advice
 

"Matt Ion" <soundy@moltenimage.com> wrote in message
news:B4H6f.270207$1i.75338@pd7tw2no...
>
> Like I said, I've been spoiled by another auto service shop whose motto is
> "five minutes to closing means still open." Those shops get my money;
> those that are lazy don't.

So why didn't you go there? Did they tire of your attitude?

Re: Honda Manager Out-of-Control - Please advice
 

"Matt Ion" <soundy@moltenimage.com> wrote in message
news:B4H6f.270207$1i.75338@pd7tw2no...
>
> Like I said, I've been spoiled by another auto service shop whose motto is
> "five minutes to closing means still open." Those shops get my money;
> those that are lazy don't.

So why didn't you go there? Did they tire of your attitude?

Re: Honda Manager Out-of-Control - Please advice
 

No, seldom they do. Last minute customers seem to be of the type that don't
care to spend extra money. Our shop looses money on oil changes.
Corporations want every penny from every consumer. Consumers are thinking
it's ok to do things at all hours. That's why Grocery stores are open 24
hours now; 30 years ago only convenience stores were open past 8 pm. Our
store wants to open until 9:00 pm... just in case there is SOMEONE who wants
to spend money. IF the market supports it, then others will follow. Some
large Cities have dealerships open two shifts now.. But in the mean time we
get to be open obscene hours to take care of the late customers. This week I
put in 56 hours at the shop for which I will get paid for 32 of them hours.
So I really care less how these last minute customers feel when they arrive
at 5 minutes to 6 and think that me working late is best for all.
Ask my wife how often I get home at 6:30
Steve



"Matt Ion" <soundy@moltenimage.com> wrote in message
news:4fH6f.277861$tl2.38560@pd7tw3no...
> Steve H wrote:
>> At our shop I am the "closer" Now this means 10 to 15 minutes extra at no
>> pay to pull the tires in, turn out the lights, lock up the shop, change
>> and go home. Usually we have the last minute Oil rush job at 5:50 (we
>> close at 6:00) Seldom do I leave at 6:30. Seldom do I wipe off my tools
>> and put them away. The Corporation thinks that the last minute customer
>> is valuable, but reality is they waste time.
>> Tonight it was a rebalance check on the front tires of a Volvo. He
>> complained of a vibration at 58 MPH after we did a rotate and front tire
>> rebalance a week ago. So car in, on the rack. Right tore .25 oz out, left
>> rim bent. Put it on the Right rear and pulled the car out. Told the
>> customer. He thought I was lying to cover up a defective tire. Car back
>> in Bent rim on the balancer to prove to him it was bent. Well He wishes
>> the tire back on the front to maintain his rotation pattern. So swapped
>> two tires. Now he wants us to "throw in a bulb" for the brake light (a
>> service we do charge for) I did it anyway for:the CUSTOMER IS ALWAYS
>> RIGHT; the squeaky wheel etc. but it didn't fix the light anyway.
>> So he drives out of the shop at about 6:30 Didn't have to pay a penny and
>> the shop paid me about 20 minutes of time for what took an hour. But he
>> was in before 6:00....
>> We love last minute customers, they keep our stock going up....
>
> And chances are, they'll remember the good service you gave them and come
> back again, when they ARE paying for it. And will send other business
> your way.
>
> With competition the way it is in business, sometimes you have to go the
> extra mile. When there are a half-dozen quick-lube places within a small
> town, the one that goes the distance is the one that steals the customers
> from the ones that don't.
>
>
> ---
> avast! Antivirus: Outbound message clean.
> Virus Database (VPS): 0542-5, 10/21/2005
> Tested on: 10/23/2005 12:47:56 AM
> avast! - copyright (c) 1988-2005 ALWIL Software.
> http://www.avast.com
>
>
>

Re: Honda Manager Out-of-Control - Please advice
 

No, seldom they do. Last minute customers seem to be of the type that don't
care to spend extra money. Our shop looses money on oil changes.
Corporations want every penny from every consumer. Consumers are thinking
it's ok to do things at all hours. That's why Grocery stores are open 24
hours now; 30 years ago only convenience stores were open past 8 pm. Our
store wants to open until 9:00 pm... just in case there is SOMEONE who wants
to spend money. IF the market supports it, then others will follow. Some
large Cities have dealerships open two shifts now.. But in the mean time we
get to be open obscene hours to take care of the late customers. This week I
put in 56 hours at the shop for which I will get paid for 32 of them hours.
So I really care less how these last minute customers feel when they arrive
at 5 minutes to 6 and think that me working late is best for all.
Ask my wife how often I get home at 6:30
Steve



"Matt Ion" <soundy@moltenimage.com> wrote in message
news:4fH6f.277861$tl2.38560@pd7tw3no...
> Steve H wrote:
>> At our shop I am the "closer" Now this means 10 to 15 minutes extra at no
>> pay to pull the tires in, turn out the lights, lock up the shop, change
>> and go home. Usually we have the last minute Oil rush job at 5:50 (we
>> close at 6:00) Seldom do I leave at 6:30. Seldom do I wipe off my tools
>> and put them away. The Corporation thinks that the last minute customer
>> is valuable, but reality is they waste time.
>> Tonight it was a rebalance check on the front tires of a Volvo. He
>> complained of a vibration at 58 MPH after we did a rotate and front tire
>> rebalance a week ago. So car in, on the rack. Right tore .25 oz out, left
>> rim bent. Put it on the Right rear and pulled the car out. Told the
>> customer. He thought I was lying to cover up a defective tire. Car back
>> in Bent rim on the balancer to prove to him it was bent. Well He wishes
>> the tire back on the front to maintain his rotation pattern. So swapped
>> two tires. Now he wants us to "throw in a bulb" for the brake light (a
>> service we do charge for) I did it anyway for:the CUSTOMER IS ALWAYS
>> RIGHT; the squeaky wheel etc. but it didn't fix the light anyway.
>> So he drives out of the shop at about 6:30 Didn't have to pay a penny and
>> the shop paid me about 20 minutes of time for what took an hour. But he
>> was in before 6:00....
>> We love last minute customers, they keep our stock going up....
>
> And chances are, they'll remember the good service you gave them and come
> back again, when they ARE paying for it. And will send other business
> your way.
>
> With competition the way it is in business, sometimes you have to go the
> extra mile. When there are a half-dozen quick-lube places within a small
> town, the one that goes the distance is the one that steals the customers
> from the ones that don't.
>
>
> ---
> avast! Antivirus: Outbound message clean.
> Virus Database (VPS): 0542-5, 10/21/2005
> Tested on: 10/23/2005 12:47:56 AM
> avast! - copyright (c) 1988-2005 ALWIL Software.
> http://www.avast.com
>
>
>

Re: Honda Manager Out-of-Control - Please advice
 

"Steve H" <hansensw@hotmail.com> wrote
> No, seldom they do. Last minute customers seem to be of the type that
don't
> care to spend extra money. Our shop looses money on oil changes.
> Corporations want every penny from every consumer. Consumers are thinking
> it's ok to do things at all hours. That's why Grocery stores are open 24
> hours now; 30 years ago only convenience stores were open past 8 pm. Our
> store wants to open until 9:00 pm... just in case there is SOMEONE who
wants
> to spend money. IF the market supports it, then others will follow. Some
> large Cities have dealerships open two shifts now.. But in the mean time
we
> get to be open obscene hours to take care of the late customers. This week
I
> put in 56 hours at the shop for which I will get paid for 32 of them
hours.
> So I really care less how these last minute customers feel when they
arrive
> at 5 minutes to 6 and think that me working late is best for all.
> Ask my wife how often I get home at 6:30
> Steve

Steve, as a voter and consumer interested in optimal society functioning
blah blah blah, I'd be interested to know a bit more:

How many years have you worked as a technician? How many more years do you
think you will do so?

Do you feel you are risking your physical health? One thing I've noticed
with my amateur efforts is that if I had to, say, change timing belts half
of an 8-hour workday and do oil changes the other half, I would be a
physical wreck. Back aches from bending over the engine (even with the car
on an easily adjusted lift) and lifting things, feet aches (like a waitress
being on her feet all day), etc. These aren't even major jobs, it seems to
me. Yet here I am, an extraordinary female athlete with pretty good
endurance compared to many men (but definitely not as much upper body
strength), and I am exhausted after a, say, day long timing belt job. (Plus
of course a good technician is expected to do maybe about as many as four
timing belt a day. One day, never mind week after week, of this routine
would kill me.)

Two shifts is not exactly going to help make more sane the hours of the
average technician, since when a car arrives at 7:30 AM and is promised by 5
PM, if it's not done right at 5 PM, many a time a technician will be asked
to stay over, because the job cannot be turned over to a new technician,
right?

Do technicians tend to gravitate to becoming service managers over time
because the labor of being a technician is so physically burdensome?

Re: Honda Manager Out-of-Control - Please advice
 

"Steve H" <hansensw@hotmail.com> wrote
> No, seldom they do. Last minute customers seem to be of the type that
don't
> care to spend extra money. Our shop looses money on oil changes.
> Corporations want every penny from every consumer. Consumers are thinking
> it's ok to do things at all hours. That's why Grocery stores are open 24
> hours now; 30 years ago only convenience stores were open past 8 pm. Our
> store wants to open until 9:00 pm... just in case there is SOMEONE who
wants
> to spend money. IF the market supports it, then others will follow. Some
> large Cities have dealerships open two shifts now.. But in the mean time
we
> get to be open obscene hours to take care of the late customers. This week
I
> put in 56 hours at the shop for which I will get paid for 32 of them
hours.
> So I really care less how these last minute customers feel when they
arrive
> at 5 minutes to 6 and think that me working late is best for all.
> Ask my wife how often I get home at 6:30
> Steve

Steve, as a voter and consumer interested in optimal society functioning
blah blah blah, I'd be interested to know a bit more:

How many years have you worked as a technician? How many more years do you
think you will do so?

Do you feel you are risking your physical health? One thing I've noticed
with my amateur efforts is that if I had to, say, change timing belts half
of an 8-hour workday and do oil changes the other half, I would be a
physical wreck. Back aches from bending over the engine (even with the car
on an easily adjusted lift) and lifting things, feet aches (like a waitress
being on her feet all day), etc. These aren't even major jobs, it seems to
me. Yet here I am, an extraordinary female athlete with pretty good
endurance compared to many men (but definitely not as much upper body
strength), and I am exhausted after a, say, day long timing belt job. (Plus
of course a good technician is expected to do maybe about as many as four
timing belt a day. One day, never mind week after week, of this routine
would kill me.)

Two shifts is not exactly going to help make more sane the hours of the
average technician, since when a car arrives at 7:30 AM and is promised by 5
PM, if it's not done right at 5 PM, many a time a technician will be asked
to stay over, because the job cannot be turned over to a new technician,
right?

Do technicians tend to gravitate to becoming service managers over time
because the labor of being a technician is so physically burdensome?

Re: Honda Manager Out-of-Control - Please advice
 

Brian Smith wrote:
> "Matt Ion" <soundy@moltenimage.com> wrote in message
> news:B4H6f.270207$1i.75338@pd7tw2no...
>
>>Like I said, I've been spoiled by another auto service shop whose motto is
>>"five minutes to closing means still open." Those shops get my money;
>>those that are lazy don't.
>
>
> So why didn't you go there? Did they tire of your attitude?

Because they're a tire shop and don't do oil changes. Pay attention,
you're falling behind. Everything you're asking, I've already covered.


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Re: Honda Manager Out-of-Control - Please advice
 

Brian Smith wrote:
> "Matt Ion" <soundy@moltenimage.com> wrote in message
> news:B4H6f.270207$1i.75338@pd7tw2no...
>
>>Like I said, I've been spoiled by another auto service shop whose motto is
>>"five minutes to closing means still open." Those shops get my money;
>>those that are lazy don't.
>
>
> So why didn't you go there? Did they tire of your attitude?

Because they're a tire shop and don't do oil changes. Pay attention,
you're falling behind. Everything you're asking, I've already covered.


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Re: Honda Manager Out-of-Control - Please advice
 

Steve H wrote:

>>And chances are, they'll remember the good service you gave them
>>and come back again, when they ARE paying for it. And will send
>>other business your way.
>>
> No, seldom they do.

Well, see... I would have. I've received good customer service from
some companies, and I've appreciated that and been loyal to them - like
the aforementioned Kal Tire store, to whom I've brought my business for
a dozen years now, and sent everyone I know to them. And I have no time
or sympathy for those who deliver crappy service.


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Re: Honda Manager Out-of-Control - Please advice
 

Steve H wrote:

>>And chances are, they'll remember the good service you gave them
>>and come back again, when they ARE paying for it. And will send
>>other business your way.
>>
> No, seldom they do.

Well, see... I would have. I've received good customer service from
some companies, and I've appreciated that and been loyal to them - like
the aforementioned Kal Tire store, to whom I've brought my business for
a dozen years now, and sent everyone I know to them. And I have no time
or sympathy for those who deliver crappy service.


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