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We don't pay techs to install air filters and wiper blades. Consequently, in my opinion, we don't sell nearly as many as we could.

What can I do about this? Maybe the parts department can lower the cost of these items by a couple bucks and maybe we charge the customer a couple bucks labor and we pay the tech a tenth or so. What do you think?

[This message has been edited by bam (edited 08-26-2005).]

IMO, those items s/b replaced by the lube techs. (ours are paid by the hour)
My dept also spiffs lube techs on parts upsells. (fuel filters, ww blades, air filters, brakes, etc,,,,)

I can have my lube tech install them. That isn't the problem. What is the incentive for every other tech to recommend them? Answer: nothing! Thus..... we don't sell as many as we could.

I've seen shops use alternative pay methods as well. A small spiff with a monthly drawing. For both the tech would get paid a dollar or two, and an entry into a monthly drawing spiff. Depending on size of shop and typical sales can set the drawing value. But if you do 50 filters a month then a $50 reward might be appropriate.

The $ spiff is paid on upsales, but not on maintenance packages - however, the entry into the monthly drawing was for any replacement.

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** Rob, Editor Dealersedge/WD&S **
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We charge for both and have never had a problem. There are times when we don't charge, but for the most part we do charge.

bam, are you suggesting that b/c the techs don't get paid for replacing AF-WW blades, they refuse to "upsell" those items?
IMO, there is something wrong with that approach. (the "what's in it for me")
Perhaps the hourly techs s/b the only ones performing this task and not the commissioned techs.
The way i see it, we're here for the customer and if we don't catch the small things (such as WW blades, Air Filters) someone else will and possibly take our customer(s) away.
Perhaps a "spiff" could be incorporated by the parts/service depts. We have spiffs for all techs based on upsells. for every 50.00 in parts upsold, they get to pull a chip (values range from $1.00 to 10.00 with 2 bonus chips (25.00 and a free pull chip) and also a bankrupt chip) and the techs max out at 3 pulls (150.00 in parts upsell total for the day,,,,,not per RO)
We then pay them cash the following morning and the money given out is split 50/50 between Parts and Service.

"bam, are you suggesting that b/c the techs don't get paid for replacing AF-WW blades, they refuse to "upsell" those items?"

Ummmm.... yeah. Pretty much. Maybe "refuse" is too strong a word but they certainly aren't as diligent at looking at those things.

I agree with all the other stuff you said about God and country and world peace and customers -- but the bottom line is that we aren't selling as many of these items as I think we can. I'm just trying to tackle that issue realisticly.

It's the mindset and getting techs to think outside the box. It's the same as a lot of techs not wanting to do oil changes, like it's beneath them.
Everyone in service & parts need to look at the big picture. Take care of the customer on the little things such as wiper blades, air filters, etc and you will get customers that will spend more and stay with you longer than if you nickel and dime them to death on these little things.
We don't charge for wiper blade or air filter replacement and I don't believe that you should.
As far as I'm concerned its's a slap in the face to a customer considering how quickly these items can be taken care of !
The techs / dealers that charge for everything will be sending their customers off to the independent shops where they will do those items for free.

[This message has been edited by Mike Vogel (edited 08-27-2005).]

This is one i could never figure out, while doing the oil change tech looks to see if filter is dirty, but yet when they put the same filter back in they dont get paid extra, i think they want the extra money to walk to b/c and request one hummm?
wiper blades and air filters and other items with easy replacements, are all sold at no labor and very low mark up, its all about the customer and how they are treated.
they can go to any auto parts store and the same thing installed for free and usally less money, there is a great book out there named fifty ways to leave your lover, 100 ways to retain your customer.

I've always included airfilter and blades in 15 and 30K services.

Otherwise, during the Multi-Point-Inspection, (done on every car) the tech evaluates condition of each. Also, cabin air filter, too.

I don't think you should pay the tech (spiff) but agree with incentivizing QuickLane or lube techs.