Small Engine Repair Customer Service Satisfaction and Expectations From Repair Shops
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- Опубликовано: 1 апр 2024
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We go over something that has been mentioned to me several times by other small engine repair mechanics and individuals who do repairs for customers.
This has by far been the most common complaint I hear from shops and one of the main reason people do not work on others equipment with great sucess
Many times it just takes a couple minutes more to ensure no further issues for the customer for the remainer of the year.
How do you handle things like this? How do you handle customer complaints, come backs, rework, warranty, etc. What is your policy?
Do you ever feel like since you worked on it once you are married to it?
We find the best path is honesty about what is going on with the machine, even if it was not brought in for whatever is going on additional.
This is why many shops turn down different makes/models/types or equipment.
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About Us:
My name is Martin. I have been repairing tools and small engines for over 20 years. We operate a small engine repair shop in Illinois. We service / repair Briggs & Stratton, Kohler, Kawasaki, John Deere, Cub Cadet, Toro Tecumseh, Loncin, Honda, Craftsman, Husqvarna, MTD, Troy Bilt, Simplicity, John Deere, Exmark, LCT, Generac and many more brands. We work on riding mowers, walk behind mowers, snow blowers, zero turns, generators, pressure washers and much more. We normally repair about 3,000 pieces of equipment every year and look at many more that are beyond an affordable repair. Hopefully our videos will save you some money and give you the information you need to work on your own equipment or figure out the issue at hand.
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Please be careful when repairing any piece of equipment and follow all possible safety measures. This video is for entertainment purposes only 
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Good topic - this is the hardest part of being in the service/repair industry.
I think your description of how you run your shop is the way to go.
Repair the customer concern and document any other issues encountered that the customer declines to address.
No one is perfect, it isn’t the fact you make a mistake, but how you handle the mistake after the fact.
I have learned once you repair something one time out of goodwill, some customers will come to expect it every time something happens. This is where your documentation helps in educating the customer that these issues existed the last time the mower was in the shop and we’re not caused by the work you performed, nor missed by the shop.
Customers will get mad and frustrated, but 9.5 out of 10 times the customer will come back because they know you do good work and treat them right.
I have heard of many shops not being able to handle this part and closing because of it. The one down the road from us put in a 24 hr poker slot room instead, says it makes more money than the repair business did. Go figure. I think like you have said, communication and documentation is the key. If you give them all the information, what do they have to be upset about? I always try to remember and teach our employees that you never know what someone else is dealing with/going through. Customers wear that on their sleeves sometimes and take it out on forward facing employees. Its not right, but necessary to know how to deal with those situations.Also, It does seem these same customers will be back. I am sure it is because they were treated fairly and communicated with
I’ve been responsible for managing client expectations for multi-million dollar software development projects. Despite the size & dollar differences, it’s still two individuals agreeing (or not) on what’s expected and when.
My advice is, over-document and verbally emphasize any concerns (and document that you did that!). If you suspect a possible problem, tell them in no uncertain terms of your concern, and document everything about it. Date & time of conversation, the name of the person you talked with, any background info that might be pertinent a year from now… it’s a real burden time-wise but without it you’re at the mercy of them choosing to do the right thing - which most people do, but not all.
Sometimes you get a dog that won’t hunt. There are customers you’re just better off not having.
Well said! We do these things because we can then be confident in our response to a complaint or inquiry about something that was done (or was not done). It helps so much!
you will always have these people to deal with. you dont want these people
He ended up being really happy with the repair and everything, so it didn't end badly on this one. He ended up spending about $5,000 to completely rebuild everything with a new engine, spindles, belts, pulleys, blades, etc. I don't turn anyone away but sometimes it does seem like the "issues" seem to happen with the same people year in year out. Was not the case here, but the other one definitely left mad. We all know you cannot please everyone, even though we try. He approved the work before completion and then complained for 15 minutes while paying and loading it how much it cost. Frustrating!
So who covered the cost of engine replacement? The customer i hope. There are people out there that shouldn't be allowed to own power equipment!. Maintenance is key...Enjoying your videos.👍
The customer did, of course. You would be sickened by the amount of engine I have put on and see a year or two later with zero oil in them. Ditches with burn it every time
First rule of retail: Buyers lie! Perhaps an additional element is that so much OPE is sold by box stores, where there are no experts to inform/guide customers in the proper operation and maintenance of the equipment. Customers give the box stores their money, then expect independent OPE stores to fix everything for free.
This is a fact I know! We used to have a deal for warranty work and sending customers from one of the box stores. Biggest mistake ever! After about 40 jobs of way too much approval and paper pushing/pictures and explanations with customers extremely mad at us we barely get paid what the job was even worth. No thank you!
People are very unreasonable. This is why I only work on family and friends stuff.
I think many do not understand all that goes into it and how many moving parts on their machine require attention and service
Listen brother all I can say is note everything down that is wrong with the mower that’s what I do just in case a customer try’s to say I broke the mower lol here in FL we stay busy all year round and once in a while I get that one customer that is going to give me trouble it’s all part of the game
Absolutely, that is what we do and let everyone know these things before working on equipment. Seem like we do pretty well and do not get this often at all but discouraging when you do. Feeling like someone thinks your trying to rip them off or something is no good. Just curious if everyone else runs into this and how they handle these situations
Been wondering how that Florida grass is grows more like a vine doesn't it? I was thinking it wouldnt need cut as often
I’m relatively new at this so I’ve never had an issue. Yet. I over-communicate, if anything. I send pictures and videos from my phone as doing a job just to keep them in the loop.
Clear communication is the solution to almost all customer issues, in my opinion.
Great to do and involve them that much!
some people no matter how well you explain it to them they just wont get it ,then blame you,
That sounds about right! We still have to try though!
I just had a customer give me a hard time with a bad battery. Meanwhile, it was a brand we've never even sold. He was convinced he bought it from us, but he's not in the computer for any service from us. People are crazy!
I tell you customer facing positions get harder every day!
Many customers do not tell you the truth when bringing equipment in the shop for repairs. Ex: I only used it a few times, did not do this before I brought it in for repairs, I only use non-ethanol fuel etc. I had an Amish customer that brought me a water pump that the carb was totally plugged. I installed a new carb and test ran it for a while, A week later he said it would not run again. The new carb was plugged. I went to his farm, and he was using an old rusty gas can full of rust and some water in it. Lucky, I was able to run it thru my ultra sonic cleaner and repaired it for free this time. I have reduced my customers to only a few good ones. Between terrible prices for parts and people refusing to use non - ethanol fuel, I decided to keep the shop on a very small basis. I list every repair with the parts cost and every invoice says to use not-ethanol gas and check oil every time you use the equipment. I know no one does that thou. Thanks for the video.
@watermanone7567 I see this so often when people bring something in and blame it on their son or neighbor only to later admit it was them that did something or hit something. Water in the fuel is seen so often in so much stuff around here it is either use ethanol free or clean the carburetor most every year. That is good of you with covering the customers! Great business! We usually will do it one time for each customer then make a note it has already been discussed and will not be covered under warranty again (our invoices already say this). Thanks for watching!
Not everyone but most treat their equipment like trash then it’s never their fault when it ends up in the trash. My view anyway.
Way too many I see that are good pieces of equipment fail in a few years from neglect
Document everything, oil leaks, covered in dirt/oil, oil level, overall condition, hours on unit [if equipped with hour meter], etc. Cover your backside.
Great tips! Definitely agree!
Love all of your RUclips videos!!! I have a 22” Toro Recycler walk behind mower (190 CC Briggs & Stratton flat head engine) Just got a tachometer….. do you know the recommend RPM (or range) for these particular mowers?
Max 3600 rpm between 3400 and 3600 is best
Love all your videos! I have a yard machines 42" zero turn from Walmart and I can only find 2 grease zerks. One on each front tire. Is there anymore? I can't find any. Thx. You may never have had any of these in your shop, but it runs great!
Nine times out of 10 on those you just have the ones on the front caster and front rim. Many times they're only on the rim and no caster zerk
Thank you for that and for watching!
Is the nature of the beast bro. Be thankful you're not a John Deere dealer. John Deere customers expectations are through the roof !!! LOL
Haha, we see a bunch of them but I suppose you are right
Well as far as John Deere dealers go, your paying top dollar for their new products and parts. Our local dealer as of last year was charging $150 an hour for labor. That is also on pickup and delivery per hour. So, it is safe to say you should EXPECT AND GET premium service. If you are charged top dollar you should expect top service. That being different from the guy out of his garage at $50 an hour. Also, sounds like a guy with this mower has a side gig mowing. He's probably just trying to get as much "free" maintenance out of you to put more 💰💰 in his pocket. There's scammers everywhere buddy. Just know that your doing a good job. He probably found you after screwing the last mechanic shop.
@@robertmcmahon2744 I definitely agree with expecting top notch service when you pay that much money! We try to give the same service at a big discount and actually look at the entire mower, not just blindly replace some parts. 350 hours is definitely a lot unless he has a large amount of land or a mowing business. Thanks for watching and for your comments!
Wish I lived close to your business, then I would not have to be trying to fix my own machine. We have JD dealer locally and they don't have any mechanical personnel who give a care. Big and small your just asking for more trouble when you take it in for service. Every couple years I get brave and take something there.....regrets every time. I swear they hire any dude who walks up!
As for the customers whom you spoke of....they are just trying to milk you guys for being a quality shop and caring about quality customer service! Tell them bye,bye,bye ....they make you guys upset and aren't worth the business they bring. SMH Just always wanting something for free!
Definitely! Cannot stand places like that! Thanks for sharing!
What invoicing system do you use?
We use quickbooks
Some lie, but some don’t know what a dipstick is. If they are nice, then teach them. A lot of bad mechanics are out there too. But lie or be rude, then you’re gone.
Definitely! I feel like it is harmful to their ego sometimes so do not want to admit it also. Have seen this with my daughter trying to explain to them what is going on so many times!
We educate everyone who will listen
@@IndRepair I’ve had buddies close their shops because of customers. What a loss..
Definitely heard it more than once. It's too bad!
They lie and they try to figure out how to get free stuff, weed them out
If it’s a lawyer or Dr don’t work for them 😊😊😊
No doubt!
In a different type of business different then yours. But still 61% of customers are xss holes .Neven trust or consider any thing they say as the truth. Like your channel, just found it.
We have some great customers I enjoy but dealing with the public can be challenging for sure!! I appreciate that!