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Are You Installing Shields at Your Automotive Service Counter

Joe Marconi
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I have no plans to install shields. Since Covid hit our area I changed our normal operating procedures to include writing up most work orders on the phone when our customers call as opposed to their arrival. Writing up before arrival minimizes the need of shields. After the phone write up a “canned” text is sent repeating verbal instructions given earlier for proper drop off procedures and also confirms date and time of appointment. I have found that when I follow the above steps very few appointments are forgotten or cancelled which is a hidden benefit. Upon completion of work a “canned” text is sent indicating cost of total invoice and that payment can be made by calling us with credit card information. Almost everyone calls in credit card payment and many request invoices to be emailed as opposed to hard copies which again reduces the need for shielding. The above steps work great to abide by our new Covid restrictions but I miss the face to face interaction with my customers. For that reason I try to briefly see customers outside during drop off or pick-up to retain a small portion of that personal touch. This adds some time to a busy day but a quick greeting or thank you (from an appropriate social distance) goes a long way. Utilizing my shop management programs ability to send canned text messages and email invoices allowed me to transition into the above “minimal contact” operating procedures quickly and efficiently.

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      Forget About Criticism; it Doesn’t Work
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         1 comment
      Have I got your attention? Great.
      Let me start by saying that I believe in giving praise when deserved and letting employees know when they dropped the ball. However, the truth is that no one enjoys being reprimanded or told they messed up.  
      The question is, what is the appropriate balance between the right amount of praise and the right amount of critical feedback? According to studies done by Harvard Business School, the ratio of praise to critical feedback should be about 6:1 – Six praises for every critical feedback. I am not sure if I agree with that.
      From personal experience, I would recommend a lot more praise. The exact ratio doesn’t matter. What’s important is that before you consider giving critical feedback, ensure you have given that employee a lot of recent praise. If not, whatever you are trying to get through to an employee, will fall on deaf ears.
      When you do have to give critical feedback, remember a few things:
      Focus on the issue or behavior; never attack the person, and remain calm in your actions and words Ask the employee for feedback, their side of the story Speak to the employee in private Address the issue soon after it happens; never wait Don’t rely on second-hand information; it’s always better if you have experienced the situation yourself that you want to correct Have an open discussion and find things that both of you can agree upon Have an action plan moving forward that the employee can take ownership of Use the experience as a learning tool Make sure you bring up positive attributes about them Remember, you don’t want the employee to be angry or upset with you; you want them to reflect on the situation and what can be improved. One last thing. Everyone makes mistakes. We need to be mindful of this.

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