Though I agree with most everything you write, I'll have to take exception here.
No way no how can Rock Auto prices be compared to what a shop will charge.
- We don't shop online
- Rock Auto consistently sells comparable quality at rock-bottom prices below all others
- My source is the locally-owned jobber warehouse with prices well under wholesale to me and competitive, usually less than WorldPac prices, likely true of the independent shop owner majority
- A fair and honest markup will allow the shop to maintain 30% parts margins overall, a level that is mandatory for our survival
Most shops (at least in my world) will not install parts you provide as a general rule.
- We cannot control quality
- We cannot warrant those parts (which means it fails, you pay everything again to replace it, plus possibly storage charges for the downtime caused by your failed part)
- And yes, because it shortchanges our profits, our margins
We are not just service providers, but retailers too. When a customer comes in and requests we install his internet-sourced parts because he thinks our prices are too high, it makes for a very uncomfortable transaction. He has basically (no, literally) told me he places little or no value on my craft, my standards. He already knows I will overcharge him, rip him off if he's not on his game by checking with Rock Auto before he sees my quote. Some will even flat out require we install his sourced parts or he'll take his business elsewhere.
I place great value on relationship in this business; funny as it may sound, relationship with cars, trucks and motorbikes for sure, and too with the folks behind their wheels and in their saddles. I want to be delighted to have their business and earn their trust, and too for them to be stoked to have found "my guy", amused how he talks to and coaxes their car, real pleased with the attention to detail and all the little extra love goes into every job, and eventually want to be a part of Motech's Scotch O'Clock circle every Friday evening once all the hoods are down.
That level of relationship is real hard to envision when it starts with blatant prejudice. Sure, I may try to explain why I cannot compete with online parts prices, maybe ask if they bring their own steak for the restaurant's chef to grill up for them to avoid their markup, but chances are higher they'd be met with an equally honest, maybe even prejudiced response back at them.
"Sorry, that won't work for me, but thanks for stopping by."
Most will just wollop them with a huge, discouraging quote off top of their heads to be done with them.
Would be a shame if someone with limited experience with professionals picks up and embraces that context here and projects it onto potentially great mechanics, only to become disillusioned with indifference and outrageous quotes, and with that expanding the public mistrust and suspicion most of us work real hard daily to dispel.
Thanks.
Motech, I agree with almost everything you say and raise you one.
I bow to your level of upfront honesty, disclosure, and integrity, all of which are increasingly rare these days, especially in combination.
I'll wager that you also have a l
arge number of happy repeat customers who get their vehicles in and out in a timely manner-with work completed as promised.
We ran a small business for a number of years, and I'm well aware of the many "extra" hours and days, and skipped vacations, that most conscientious business owners put in. As well as the customer service aspects, the deadlines, payroll, estimates/hard quotes, record keeping for taxes prep. (for years without computers), all the
overhead costs involved in setting labor rates, supply chain problems, guarantees, labor issues, situations involving subed out associated work (and contracted in) etc., etc.
As I wrote, we're in an
exceptional situation here-with the local shop owner himself living in our sparsely peopled rural community. (What I failed to mention is that its also one that has an largely low income populace.)
Using rockauto as a reference as to what a dedicated a/c shop is liable to be paying for their parts and using that as a guide to help determine parts markup, is, I feel, legitimate.
What was left unsaid is that a large VOLUME shop is liable to get better parts discounting than a smaller one would, and to also keep that in mind.
Labor rates are determined not only by the location and overhead, but also by what the market will bear, which can be reasonable, well-considered, and uniform, or outrageous and capricious, determined by what different customers are thought to be willing to pay for the same work done in the same time frame.
The latter tend to be the same ones who view customers as dollar signs and dealing with them a necessary evil.
An example of this is a tire shop in town nearby us, earlier this year.
I requested a quote for some front end work on a 1989 Crown Vic, including a front end alignment after the work was done.
This was a repeat quote for one I had gotten about 5 months earlier at the same place for the identical work. The original quote was about $250 labor, plus $49.00 for the alignment, not including parts.
The second quote was over $700. including $99.00 for alignment.
I asked why so much of a change in their labor rate.
"New owners."
(Store had been sold, now its a chain-owned store, but retaining the same name and signage.)
Ok, I said, but why is the alignment so much-its only a RWD vehicle?
Isn't that a mistake?
"No.
ALL alignments are $99.00."
I don't have need for automotive HVAC work often (thank goodness), but I wish that we lived a lot closer
to you-in Cali.
(Not just because my sister lives near San Diego and brother near Seattle.)
