[DeTomaso] NPC - Selling a car on the Internet - question

[Jeff Cobb]

Hello Sean,

> The customer always seems surprised.  In fact, I think the customer *is*
> surprised.  "You're a mechanic and you used your psychic powers and how
> come you're wrong?  Are you competent to even finish this job?"
If a customer even thinks that crap then I do my best to get rid of them because they will be trouble due to their angry ignorance.
> Is there a contractual clause you can put in that you can do unauthorized
> work up to a certain dollar amount?  Do you have to get everything in
> writing?  I think the customer and the mechanic would feel more comfortable
> if it was explicit.
A dumb thing to and yes, a contract can be made up. Problem is that if you feel a need to cover your ass before the repairs start then "hello" you will not be able to cover your ass quick enough after this non trusting and foolish customer gets you for something he/she perceives as wrong you did to them and no reality will have any effect on the outcome.

The key is joint trust between both parties, having an honest customer, showing the customer what is and having the mechanic/manager truly understand what the customer truly understands what he the customer will receive in exchange of his money and what he the customer perceives as his wasted time in a repair shop is very crucial. 

In my thirty three years of operating my busy repair shop, I think my biggest problems are:

1--How do I know when a customer is lying to me when I feel/hear confused info about what happened to their car?
----Are their lips moving? Let the car tell you what happened.

2--Customer says "take your time and do a great job". MEANS,
----I don't have any money and I need the time to come up with it BUT I want my car fixed before so I know all is correct and you Mr. mechanic can just wait for the payment while I hid from you.

3--"I need to have my car towed in asap and take your time to fix it". 
----I am three miles from the LSU campus. If this happens around the last few days of the month or the first two days of the month and the car cannot run, then what you have is a person most likely moving apartments and needs the car moved and stored by you. The clincher is if they ask "May I have the tow billed applied to the future repairs?". You have to decide then do you want the job. Ask for a honest 80% deposit of what your psychic powers think his job will cost and tow bill paid up front. If they don't hang up on you then many you have a honest job.

4--A customer gives you more than two phone numbers to contact them.
----A very bad sign. This is very telling that you will never reach them or they think they are masters of hiding from you because they are so busy. Or worst is they want you to spread the repair info to their parents-spouse or aunt'e so that they never hear the repair and money truths.

5--"Please give me an estimate on the repairs, but sir, I need an exact estimate!".
----Very simple that you are dealing with an idiot-run quick. No estimate can be exact.

Things to keep in mind:

1-- Customers real truths come only in their first and last sentences and when the customer leaves your office and opens the door and pauses and says or ask a question. You better listen because that and that only is the most important vocals that person said to you in that meeting. And if you don't fix that item they last spoke about 110%, then you will lose.

2--If the female customer during the repair job brings in her mother, not father, then you may be a goner due to their created confusion and or distrust.
But if the man brings in the wife during the repair  then you and the husband or both goners, she will not trust you and he is so PW'd that all may as well be lost.

3--Once the customer stops listening to what you say and causes the car repair conversation to falter, then stop or start over a different way or stop altogether. You are not married to this person but if you fix their car wrong then you will be like living in a married hell.

4-- CASH DEPOSITS TEND TO CURE ALL THE ABOVE MENTION ISSUES. 
JUST LIKE SELLING A CAR. CASH TALKS, BULLSHIT WALKS.

5--A car should always dealt with in this order' Q, T, M.
----Q being quality, T being proper repair time and M being money. 
If the repair order is done in any other way then both parties will lose or be unhappy. 
Some people like some cars just cannot be fixed.

6--Upfront trust and upfront cash tends to cure all problems.

I leave you now saying that most all of my customers are very honest, my friends, caring and I love busting my ass for them. But then we are really only writing only about the 5% that cause us to toss and turn at night.

Jeff Cobb
__________________________________________________________
On Aug 23, 2013, at 7:40 AM, Sean Korb <spkorb at gmail.com> wrote:

> This is something I've always wondered about and it seems the answer is
> really squishy in the industry.  My brother is a mechanic so he has to see
> this all the time, but his boss always handles it.. or doesn't.  And this
> is why it's confusing.
> 
> Cars are complicated and if you tear into one it's going to be more
> complicated; guaranteed.  But the agreement with the customer is always
> "we're going to fix this and this" but it's never "if we find this we'll do
> this and if we find that we'll do that".  When the car is opened up, in the
> middle of the job the mechanic goes to management and maybe the customer in
> some shops and says "I found this and the other thing and you need this".
> 
> The customer always seems surprised.  In fact, I think the customer *is*
> surprised.  "You're a mechanic and you used your psychic powers and how
> come you're wrong?  Are you competent to even finish this job?"
> 
> The ignorance is astonishing.  And it's incredibly common.  Can we make
> customers watch a video on how complicated and dangerous cars are when you
> come in and say "It's making a funny noise"?  This is what sets up the
> relationship between mechanics and customers and something really needs to
> be done.  I just don't know what.
> 
> Is there a contractual clause you can put in that you can do unauthorized
> work up to a certain dollar amount?  Do you have to get everything in
> writing?  I think the customer and the mechanic would feel more comfortable
> if it was explicit.
> 
> My favorite feed of late:  http://www.reddit.com/justrolledintotheshop
> **
> 
> 
> On Fri, Aug 23, 2013 at 7:07 AM, Jeff Cobb <jeffcobb1 at me.com> wrote:
> 
>> Please listen carefully.
>> Cashiers and bank checks can have stop payments put upon them. I have done
>> it.
>> I have never heard of a stop payment put against cash.
>> 
>> I sold a Lotus 11 LeMans wide body and a Lambo 400 gt in 1989 (I WAS DUMB
>> AND STUPID) and took a cashiers check. Next day the Lambo went to
>> California and the 11 to England and twenty two days later the cashiers
>> check cleared. The mental pain was too much, even staying after the cash
>> appeared in my account. NEVER AGAIN.
>> 
>> IN GOD WE TRUST, ALL OTHERS PAY CASH. This saying was created for times
>> like this.
>> Cash was invented for the reason of fair trade and to remove trust issues.
>> Cash cancels trust. Trust is the tool used in the absence of cash.
>> 
>> I had a lady (not) two weeks ago cancel her check to me because she did
>> not approve me off replacing the massively leaking rear fuel line on her
>> SL600 while we did other work. Fifty or so $'s for fuel leak with other
>> repairs were about $400. So she got her car fixed for free till I sue her.
>> If I would have taken cash only, I would not be writing about this now.
>> Worst problem is that I  suspected she would do something stupid, but the
>> 73 year old black lady minister said for me not to worry and I believed
>> her. Shame on me. But I thought after about 200,000. customers that I could
>> read the future. NOT!
>> 
>> I bought my three best (Mangusta-Espada-E430) cars off of eBay and my race
>> car (Formula 6000) off of Hemmings.
>> All were bought sight unseen and yes I did my due diligence.
>> There were absolutely no problems and all were paid on diff levels.
>> But when all cars left the owners they were cashed in hand.
>> 
>> Cash must only be in your hand or the bank the moment before the car
>> leaves!
>> Basically the car owner must always have the upper hand filed with cash.
>> And the trust issue must only belong to the buyer.
>> 
>> Cash is nice but never sell something you love.
>> 
>> Good luck,
>> Jeff Cobb
>> 
>> On Aug 22, 2013, at 7:51 PM, Garth Rodericks <garth_rodericks at yahoo.com>
>> wrote:
>> 
>>> Wait!  What's the date today?  No, it's not April Fools Day!  Ok the
>> answer is "NO!"  Do NOT send the pink slip with only 50% of the cash
>> received!  He owns the car, for half price at that point.
>>> 
>>> Options:
>>> 1. He send wire you all the money., Then you send him the pink slip.
>> Then his carrier picks up the car.
>>>    You might provide a signed bill of sale and photocopy of the signed
>> pink slip with change of ownership info filled out to give him piece of
>> mindwhen he sends the funds, but don't release the pink until all funds are
>> received and verified good.
>>> 2. He can hire an agent or friend to hand deliver the cashier's check in
>> exchange for the pink slip, so you get your cash and he gets the title at
>> the same time.
>>> 
>>> 3. Use an escrow service. He pays for the fees since it's for his
>> protection.
>>> 
>>> 
>>> Never release the title until you have "good" funds - verified cashiers
>> check, wire transfer, cash, etc.
>>> 
>>> Cheers!
>>> Garth
>>> 
>>> --- Original Message ---
>>> Appreciate any advice you may have, as I haven't done this before.  Here
>> is the situation.  I listed a car on craigslist, and it was found by
>> someone in Florida. We negotiated a price, then he ordered an independent
>> inspector to come by, and wired me a $500 deposit. He has now reviewed the
>> inspectors report, and is happy with it, and wants to proceed with the
>> transaction.  He is suggesting that now: 1) he wires me 50% of the money,
>> then
>>> 2) i mail him the pink slip, then
>>> 3) he wires me remaining 50% of the money, then
>>> 4) he schedules a transportation service to get the car. Does that sound
>> reasonable? What are the risks?  Is there a "normal" way to do this?  I
>> know we could use an escrow service, but that can be a mess too.
>> appreciate any insights from those that may have crossed this bridge
>> before... thanks,
>>> brentomaso
>> 
> Sean Korb spkorb at spkorb.org http://www.spkorb.org
> '65,'68 Mustangs,'68 Cougar,'78 R100/7,'60 Metro,'59 A35,'71 Pantera #1382
> "The more you drive, the less intelligent you get" --Miller
> "Computers are useless.  They can only give you answers." -P. Picasso
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