I have a co-worker who is retiring from the business after 40 years. He's selling his tools. Should I buy them?
"Well, do you need more tools? Better yet, do you need the type of tools he is selling? After being an auto tech for 40 years, I am sure he has a plethora of specialty items. You know, some of those manufacturer-specific gizmos have a hefty price tag on the tool truck. You may be able to acquire what you need at a deep, discounted price. And that's the second thing you need to take a look at: your tool budget. Don't go crazy on things that you don't need—like a spark plug cleaner. Stay focused and I am sure that you will get a great deal."
I am service writer at a dealership. There is this one customer who comes in and asks for me all the time. But every time I work with him, it's horrible. Everyone else sees the trouble he creates and they don't want to deal with him, either. I've had enough and want to hide every time I see his car pull in. What can I do?
"All of us have favorite and not-so-favorite customers. But, hiding is not the solution. Pull it together and next time "Mr. Trouble" comes into the shop, be prepared. Have him tell you exactly what his concerns are regarding his automobile. Have the customer read the issues and initial the approved work order. After the diagnosis, explain—in detail—what's going on with his vehicle. Again, document his approvals and declines.
"And to make sure that there isn't an issue at the cashier's desk, tell "Mr. Trouble" exactly how much his bill will be including sales tax—right to the penny. Don't give him an excuse to be a difficult customer. Evidently, he likes your service or he wouldn't be coming back again and again. Possibly, the extra time you take with him regarding his vehicle is the attention he craving."
Have an automotive service-related question for Pam? Email it to [email protected].
ASE-certified technician Pam Oakes is the owner of Pam's Motor City Auto & Tire Center, an award-winning automotive service business in Fort Myers, Fla. She also is the author of the book series Car Care for the Clueless and hosts a weekly radio talk show by the same name on CBS Radio's The Sky and CoachMeRadio. And yes, she still "turns wrenches."