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

[Jeff Detrich]

In Dallas, I believe the shop has to present a detailed estimate that the
customer must sign. Changes can be conveyed over the phone for approval.

Jeff
6559


On Sat, Aug 24, 2013 at 8:26 AM, Jeff Cobb <jeffcobb1 at me.com> wrote:

> 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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