Shop Practices

Main Policies

  • Keep customer informed and updated.

  • Be honest, and if you don’t know the answer, let customer know or find out the answer.

Working with our Customers

Work Authorization Form (Office Manager)

  1. All customers, new and returning, must fill out a WAF prior to work performed.

Signed Estimate (Office Manager)

  1. If WAF is not filled out before appt, we must have an estimate ready for them to sign before starting any work.

  2. All customers must receive a written estimate (email okay), unless work is less than $100 or unless customer states he/she does not need an estimate.

  3. Mark all approvals on MSA.

  4. Approval can be over phone/in-person, but email/MSA preferred.

Interactions with the customer (Everyone)

  1. Any interaction with a customer must be respectful and professional.

    1. No profanity, no slang, no offensive statements/opinions.

  2. Never give out your personal phone number, unless you are completely comfortable doing so.

  3. Never add customers to your FB/IG, unless you are completely comfortable doing so.

  4. If you want to give them your work email, feel free to do so. But you are NOT obligated to, and you are NOT obligated to reply to your work emails when you are off the clock.

Interactions with customers about service

  1. Regardless of the customer being in town or telling us exact date he can pick up, the customer should still be notified when the car is done.

    1. If he gives a specific date/time of pickup, and its done before that, email notification is fine.

  2. Any work that is additional to original estimate must be approved by customer.

  3. Any issues that come up or is found during service must be noted on WO AND explained to Jon and Customer.

    1. If you find something wrong with the car that could be addressed within reasonable time while it is in the shop (ie not a big fix), call the customer to ask if he/she would like it addressed at the time.

    2. Always let them know the urgency of it, and the price.

social media

  1. Never get into an argument on social media, in such a way that Trackspec is represented in a poor manner.

  2. Never post photos of customers cars w/license plates, unless you have their permission.

Work orders

In general

  1. Your WO is your task list.

  2. Double check the part numbers on the part match the part numbers on the WO.

  3. Double check that the # of hours charged is in line with # of hours it took you to perform the job. If this is significantly off, tell Jon/Victoria.

  4. If something is important enough to bring up the customer, you MUST also write this down on the WO (eg something may be bent), even if you’re not entirely sure. Use words like “may” or “could be” or “need more information to confirm”

Parts

  1. Both the parts cost and the parts price should be entered into MSA. However, parts cost should never be shown to customer.

  2. For parts purchased from dealerships, the parts price will be the dealership’s list price.

  3. For OEM parts, the parts price will be the list price.

  4. For all other parts, the markup will be 50% unless exceeds list pricing. Multiply parts cost x 1.5.

Changes to WO

  1. If it’s significant, run it by Jon.

Ringing up Customers

  1. You MAY NOT notify a customer that the car is ready UNTIL the WO in MSA is complete and final.

  2. When all the services are complete, YOU MUST review the WO in its entirety.

    1. View in Work Order view to see pricing - this view is how the customer will see the pricing broken down.

    2. Any issues noted on the WO must be brought to customer’s attention.

    3. Mileage in and mileage out must be properly documented on WO.

Format

parts

  1. Name: Part Name /Variation /f Genuine, Make/Brand abbrev if not genuine (no commas or dashes)

    1. Eg Oil Filter Acura NSX C30

    2. Eg Oil Filter Porsche 911 MAH

    3. Eg Brake Pads F&R Hawk

  2. Customer Provided: check this if the customer is providing this part. Customer will NOT be charged if this is checked. This option is just if you want to keep records of which parts the customer is bringing.

  3. Need To Order: check this if we are providing and charging the customer for this part, and we do not have it in stock and need to order. This will then go to the Parts section and will remain there until marked Ordered, and then marked Received.

  4. Description (Customer Visible): Genuine or OEM Part Name for Specific Car.

    1. Eg. Genuine Acura oil filter for NSX C30.

  5. Notes: (Not Customer Visible): If you have notes about the part in regards to this particular customer and this particular job, that you don’t want the customer to see but needs to be noted in our records. Anything written in here is not saved as a default note for the part and is only specific to this particular job and customer.

  6. Wholesale Cost: How much we paid the vendor for the part —this is not shown to customer.

  7. Retail Price: How much we’re charging the customer for the part.

  8. Tax:

    1. This should always be checked for physical car parts.

    2. This should NOT be checked for fees like tire disposal, or shipping fees.

  9. Part Number:

    1. If there are spaces, enter number without spaces.

    2. If there are dashes, enter them as is.

  10. Vendor: where we ordered the part from.

tasks

  1. Name: Task Name Variant (like F or R) Specific Car (no commas or dashes)

  2. Description (Customer Visible): This should be a description of the task you will be doing. If it it car specific, should have the make and model. The description is usually saved as a default description. If you need to add notes specific to the car/customer, press edit.

  3. Notes: (Not Customer Visible): These are notes for this particular job. Anything written in here is not saved as a default note for the task and is only specific to this particular job and customer. You can use this for things like when a customer is quoted something but we’re not sure how long it will be.

  4. Tax — Labor is never taxed so this should be UNCHECKED.

  5. Estimated hours: This is just how much we think it will take. This has no effect on pricing. Customers can also see this.

  6. Fixed price vs Hourly Charge

    1. Fixed Price: if this is checked, the task is priced as a flat rate, and you put how much to charge under Price.

    2. Hourly Charge: if this is checked, the task is priced hourly, meaning the JOB MUST BE TIMED.

Work

Paper Mats

  1. If it’s raining, use paper mat.

  2. If it’s not raining, use paper mat if the car looks pristine. Use your own judgment in whether you think the customer cares.

Alignments

  1. Anything that is NOT adjustable during an alignment must be noted on alignment sheet, using the software’s notes section.

  2. If the WO says 4 Wheel Alignment with Camber, but you did not need to or you couldn’t adjust camber, change the task to the appropriate alignment task.

Inspections

  1. All inspections are now on MSA.

    1. Everything on the list must be checked off with pass, fail, or MNA for May Need Attention.

    2. If something is FAIL OR MNA, MUST PUT NOTES about it.

  2. All inspections results must be discussed with customer.

    1. Every inspections task on MSA will have a checkbox to make sure this is done. The task is not finished if this box is not checked.

    2. If you are not comfortable doing this, must let Jon know the results so that he can discuss it with the customer.

Other issues found

  1. Any issues that come up or is found during service must be noted on WO AND explained to Jon and Customer.

    1. If you find something wrong with the car that could be addressed within reasonable time while it is in the shop (ie not a big fix), call the customer to ask if he/she would like it addressed at the time.

    2. Always let them know the urgency of it, and the price.

Parts

Parts Pricing

  1. Both the parts cost and the parts price should be entered into the work order software.

  2. Parts cost should never be shown or told to customer.

  3. How to price

    1. Genuine Parts (all parts from Dealership, other vendors will say “Genuine”): we price Genuine parts at List Price.

    2. OEM Parts that are Not Genuine: the lesser of list price and 50% markup. (multiply parts cost by 1.5)

    3. Aftermarket Parts: we charge list price

    4. All other parts: 50% markup (multiply parts cost by 1.5)

Ordering Parts

  1. Genuine & OEM Parts

    1. Check Worldpac

    2. Check IMC

    3. Call Dealership or go on RepairLink

  2. Aftermarket Parts

    1. Check Turn 14

    2. Check Vivid Racing

  3. Fittings, Materials, Parts for Project Cars

    1. Atech Motorsports

  4. Hardware

    1. McMaster-Carr

  5. Tire Supplies

    1. Myers Tire Supply

Shop Supplies & Inventory

  1. If you see a part or shop item running low, must order more or tell Jon/Vic to order more.

  2. If the hazardous fluid bins are getting full, must schedule pickup or tell Vic to schedule pickup. See phonebook.

Timing

Coffee/Lunch

  1. Coffee is provided for staff free of charge. If you need coffee in the morning, this should be done BEFORE 9am and before you clock in.

  2. Coffee in the afternoon should be made during your lunch break or 10 min breaks.

Overtime

  1. Overtime should only be for urgent, must-finish-today tasks.

    1. For example, if a customer is waiting for his car to be finished. Or if you cannot reasonably stop what you’re doing at the moment because it doesn’t make sense to.

  2. Overtime SHOULD NOT be used for pulling in cars, cleaning up, and other non-urgent matters. These tasks should be performed BEFORE 6pm.

MSA

Calendar

  1. Currently, there’s not a great way of putting non-appointment events on the MSA calendar. So we’ve created “customers” that we use to put certain events on the MSA calendar.

    1. If you are borrowing a trailer: TRAILER USED

    2. If we’re having an event: Trackspec Event