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Improving ARO thru vehicle inspections


Shopcat

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I am looking for shops that implemented or improved their inspection process. What made you decide to take action? How did you make the change? What result were achieved? There are so many shops that think they need more car count, when what they really need is to MAKE the cars count.

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My average RO increased significantly. We had a record month.... in FEB!! Statistically, Feb was slow for us and our car count was much less than our previous record.

Customer satisfaction wise? Hard to gauge right now but most seem appreciative to know what is going on with their vehicle. Our oil changes take longer now but still much less time than other chains. I tell our guys that inspection process should take 10min max and my advisors to price things out within another 10min. I don't want the customer waiting more than 30min for an oil change if that's all they are here for.  We don't use high pressure tactics or anything like that. Our policy is to "inform" not "sell." Customers see that, we don't show desperation, and most come back for the repair.

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3 hours ago, Shopcat said:

What made you decide to take action? How did you make the change? What result were achieved?

I had a business coach (John Wafler (great guy, made it in R&W a few years ago)) who told me to implement the '300%' rule. 100% of the cars get 100% inspected and present 100% of the findings. I didn't like the idea at first. I felt I would be running off my customers. I thought it would come across that we were just trying to sell extra work. Turns out he was right and I was wrong. Customers love it. I've actually got new customers because they heard about how well we do inspections. 

 

We use tablets with Bolt-On to do digital multi-points. Like Jay Huh said, it does make the oil changes a little longer, but most customers are understanding that we're not just doing an oil change, but an actual service. Obviously, ARO went way up. From the month we started, we blew every previous month out of the water. It's a no brainer

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Your guys should make it a habit of doing vehicle inspections until it becomes second nature, for example, one of the 1st thing to note is vehicle mileage, this will give you a lot of information. Second notice the windshield wipers, then the tires, from that walkabout check all the lights, then pop the hood, look at the battery terminals, from there to the hoses and filters, then as you lift the car, you should have the mileage contrast with the suspension, ball joints, tie rods, leaks, power train, bearings, universal joints, exhaust,, etc.

To a new guy, it may look daunting, but to an old paw it should be no sweat.

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The biggest hurdle is implementation. Making sure every vehicle is inspected. Whatever inspection process you actually have it is imperative it is done. Second part of this is making sure your Front end people are estimating ALL the work and presenting ALL the found work. At this point you become the consultant and help the customer make the best choice.  

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2 hours ago, mspecperformance said:

The biggest hurdle is implementation. Making sure every vehicle is inspected. Whatever inspection process you actually have it is imperative it is done. Second part of this is making sure your Front end people are estimating ALL the work and presenting ALL the found work. At this point you become the consultant and help the customer make the best choice.  

Very true. Rest of my crew are kind of slow to jump on board with complete inspections. Sometimes my new guys find so much stuff that my advisors don't end up letting the customers know everything.

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M-Spec, you have a great point. Providing all the information puts you in the position of letting your customer decide based on the facts about their vehicle. I am sure everyone has had to make a buying decision based on vague or missing information, and that is a very bad feeling. Your shop develops great affinity giving your customer ALL the information needed...like you said you become the consultant.

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  • 2 weeks later...
Very true. Rest of my crew are kind of slow to jump on board with complete inspections. Sometimes my new guys find so much stuff that my advisors don't end up letting the customers know everything.



I'vebeen there. Here's how we addressed it, we enhanced our presentation process! We began saying basic things such as "if we were to bring your car mechanically back up to 100% ..."

In saying it that way..

- They don't feel like the car is junk.
- They don't feel threatened.
- The door is open for them to bring it "completely up to code" or "what can be done now vs later".

You'll be very, very surprised at how many will just buy it all. So much that the few it could scare away will be made up for x10!

We've also had a lot of customers think us for sharing with them everything we see as we see it.

Sent from my SM-T800 using Tapatalk

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  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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