Advice needed
-
Have you checked out Joe's Latest Blog?
-
By Joe Marconi in Joe's BlogTypically, when productivity suffers, the shop owner or manager directs their attention to the technicians. Are they doing all they can do to maintain high billable hours? Are they as efficient as they can be? Is there time being wasted throughout the technician’s day?
All these reasons factor into production problems, but before we point fingers at the technicians, let’s consider a few other factors.
Are estimates being written properly? Are labor testing and inspections being billed out correctly? Are you charging enough for testing and inspecting, especially for highly specialized electrical, on-board computer issues, and other complex drivability work? Is there a clear workflow process everyone follows that details every step from the write-up to vehicle delivery? Do you track comebacks, and is that affecting production? Is the shop layout not conducive to high production? For example, is it unorganized, where shop tools, technical information, and equipment are not easily accessible to every technician? Are you charging the correct labor rate and allowing for variables such as rust, vehicle age, and the fact that most labor guides are wrong? Also, is there effective communication between the tech and the service advisor to ensure that extra labor time is accounted for and billed to the customer? These are a few of the top reasons for low productivity problems. There are others, but the main point is to look at the entire operation. Productivity is a team effort. Blaming the techs or other staff members does not get to the root cause in most cases.
Maintaining adequate production levels is the responsibility of management to create the processes that will lead to high production while holding everyone accountable.
-
-
Similar Topics
-
By carmcapriotto
With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service? Steve Digioia, Author and Trainer Show Notes
How do I make you feel while I am providing this service? What can you do during the service part of the transaction to hook this customer in, hopefully for life? It has to be something more than just a mechanical aspect of it. There has to be something else that separates you from your competition more so than just the physical service you were providing, it's how I make you feel. It's how I make you feel appreciated. It's how I welcome you when you walk into my place of business. Many mechanics, they're focused so much on fixing that they don't realize that the waiting area has to be not only comfortable, and obviously clean, but it should be bright and welcoming. Use customer’s name 3 times. In a perfect world, you shouldn't receive less service because you are paying less. Versus getting extra service taken care of because you happen to be paying more, meaning, a higher-valued car. If you want a consistent product, consistent service, a consistent experience, you have to have something like that because at a bare minimum, it reinforces the steps that the business believes is important to them to be able to service the client Standardized thank you note in every car
Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
Click to go to the Podcast on Remarkable Results Radio
-
By TTP
Premium Member Content
This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.
-
By Joe Marconi
A friend of mine recently purchased a Tesla Model 3. I asked him, "Why?" He responded, "I don't have to buy gas, and the Tesla requires no maintenance or repairs."
Oh really? If this is the public perspective of the electric vehicle, they are in for a shock. Yes, a fully electric car does not require gasoline, but they are far from problem-free or maintenance-free.
EVs still have tires, steering systems, suspensions, a TON of electronics to repair and reprogram, a complex HVAC system, wheel bearings, differentials, brake systems, cabin filters, wiper blades, require wheel alignments, and on and on and on.
Do we need to educate the public? Your opinion?
-
By Joe Marconi
A friend of mine who owns a 6-bay shop in New York recently hired a tech. He was short a tech for months and was desperate. Without getting into details, the newly-hired tech lasted two weeks. Between his work ethic, bad attitude, and comebacks, it was a costly mistake.
Have you hired the wrong person in the past? I know you need to fill an important decision, but is hiring anyone the right move, hoping that things will work out?
-
-
Our Sponsors
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now