Shop Press

Shop Press is the news and idea hub for everything related to working on cars and trucks, focusing on repair, technology, and wrenching lifestyle.

From the creative minds at:

FEATURE STORY

Hot Off the Press

Tire techs: Elevate your work with this one humble task

I have mounted and balanced many tires. I have also sold many tires, and there was a step I took when I was installing them that I insisted all techs did when I eventually began writing service. I’m going to share it here, and while I can’t insist upon anything from...

Tools beyond the basics for DIYers

Except when it comes to mountain bikes and drum kits, I’m frugal (read: cheap) by nature, so I’m not the kind of guy who would blow a chunk of change on tools that I will never use. I’m also keenly aware of the limitations of my skills when it comes to automotive...

Transfer cases: how to talk to your customers

The transfer case is an essential part of the part-time four-wheel drive system found on many traditional vehicles like SUVs and pickup trucks. The customers you help at your service counter may well rely on vehicles with 4WD daily and understand the systems well. But...

Easy trick to transfer gear oil with a simple length of hose (VIDEO)

Description A fluid transfer pump is the cleanest and easiest way to fill a differential, transmission or transfer case with its necessary fluid. When you don’t have access to a pump, there’s another way to get the job done using supplies you probably already have in...

Bitten by a misfire

There are hundreds of great automotive technical schools around the country and they teach all the book lessons you need to know to start in this business. But nothing teaches better than real world experience. I consider myself a pretty good tech today and I got that...

“Can you drive a stick?”

Well, if you clicked on the title you have an answer to that question, I’m sure, and probably have an opinion on it. As the automatic transmission ascends to complete ubiquity, I would be curious to know what ratio of techs and writers in your shops can row their own...

How do you handle billing shop supplies?

by | Nov 21, 2024

When I first began writing service at an indie auto repair shop, one line item on the bill was “shop supplies.” We tacked on some percentage of the bill, capping at $19.88. Shows you how long ago that was!

Customers would ask about it, and many were angry about the charge. I think I know why, and I’ve since altered the way we invoice shop supplies at my own shop and it seems to work well. Maybe it might work for you, too. To me, there are two issues at hand.

Surprises are okay only if they are to the customer’s advantage, not the shop’s

This was the main reason for some of my customers’ protestations over this charge. We tacked the twenty bones onto the final bill, NOT on the estimate. That’s no bueno; the customer had no reasonable way to account for that extra money. Yeah, it’s just twenty bones, but in the customer’s shoes, it’s tantamount to negotiating after the handshake.

I think it’s fine to overestimate a bit and pull money off the final invoice total if you didn’t go through the amount of consumables you thought you might. Save a customer a buck and you’re a hero. Spend a penny more on a repair than you said you would, though, and you’re a shyster. Perception is reality.

Water pumps are often replaced because of a little coolant loss at the weep hole.
A couple quick scribbles and the customer knows exactly where the money goes—and I don’t get caught having given away a pack of cutoff discs. Photo: Lemmy.

“Shop supplies” sounds like a tacked-on fee

Oh, I know. The costs associated with consumables you must use to run you shop the shop are very, very real. But a customer doesn’t think about it that way. I’m pretty sure it feels to a customer a lot like the VIN-etching-fee-on-a-vehicle-that-comes-with-etched-VINs or “market adjustment” you’ll see elsewhere in the automotive industry. In short, it feels like a cash grab.

I used to explain to inquiring customers that there were things I used that cost real money: nitrile gloves, brake cleaner, rags, and rust penetrant that didn’t easily lend themselves to itemization. That sort of helped.

Now? I just itemize all of it. It doesn’t take that long, and customers don’t seem to take me to task so much on the electronic parts cleaner or gasket maker I had to use to repair their cars.

The articles and other content contained on this site may contain links to third party websites. By clicking them, you consent to Dorman’s Website Use Agreement.

Related Articles

Shop Press Comment Policy

Participation in this forum is subject to Dorman’s Website Terms & Conditions. Please read our Comment Policy before commenting.

Subscribe
Notify of
guest
0 Comments
Inline feedback
View all comments

Get Articles In Your Inbox

Subscribe to receive a monthly email summary of our latest Shop Press stories.

Shop Press

I agree to the above privacy statement and T&Cs

Thanks! You're now subscribed.