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Do Your Technicians Talk to Customers?

Joe Marconi
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bantar Community Regular

bantar

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We allow our customers to talk to our technicians, but ONLY IF a manager is present.   Manager's job is to keep it brief.    For instance, today, my lead tech and myself discussed why one of my better customers' Jeep was saying HOT OIL during a grueling 4WD mountain climb.   Short and sweet and he got personalized service.   A new or basic customer would not get such a privilege, unless a manager deems a specific topic to have value.   Sometimes, we'll have folks walk into the shop after hours (they see an open door among the many closed ones) and we have to chase them away.  Techs are generally nice, so, will take an interruption and offer to help, but I will nicely be the meanie / protector.

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juanpablo4219 Contributor

juanpablo4219

Posted
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2 hours ago, Joe Marconi said:

You make good points.  And having a manager present is a good protocol.

With regard to customers walking into the shop or standing behind the bays, I was adamant about getting that customer back to the customer service office.

I remember way back when I was a tech, before a business owner, if a customer stood over me, or behind the bay, I was bold enough to tell the boss, "Get that guy away from me." 

There's only 3 persons in our shop and we all talk to customers. When the techs are ask for prices, they're referred to the office/me. Get him a quote and it's the customer's decision, and yes, I am part of the techs/ service advisor/manager/owner. And yes, I am a working Boss,like one of my friends told me, I also work as a tech and I am the one that tells the customers that they need to go to the office/customers' area.

 

We even got a bad review for telling this one customer to come and wait in the office. 

I answered the review with respect and told him that we have a designated area for a reason, if you go to Restaurant, they won't allow u to go into the kitchen for a reason, same principle.

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  • 5 weeks later...
Transmission Repair Experienced

Transmission Repair

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Posted

We allow our techs to talk to customers as it promotes transparency.  Transmission repair is somewhat of a hidden service and customers need some reassurance.  We even had one customer want to watch his Honda transmission get rebuilt.  I turned it into a promotional video opportunity.  Open lines of communication is always the best policy.

4:32  

 

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Transmission Repair Experienced

Transmission Repair

Posted
Posted
6 hours ago, Joe Marconi said:

Did you have any type of training for the techs with regard to speaking to customers? Or protocol? 

Yes, we have in-house training for all employees on how to talk to customers. i.e. when going over a customer's transmission with the customer, nothing is "worn out".  Everything is either "good" or "bad"; no in-between.  Pricing is handled on the front counter, in writing.  It's really easier than most people think.

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  • 2 weeks later...
newport5 Enthusiast

newport5

Posted
Posted

Here's what a technician told me years ago about talking to a customer when asked about the cost of a certain repair.

The tech answered like this: "I'm the "how," they are the "how much."

I think the tech has to be careful when the customer asks: "How long does it take to replace it?"

The tech's first thought is to simply answer the question, say one hour, because he/she's done it 10 times. 

But it pays one and a half or two hours. Then it puts the service advisor in a tough spot.

  • Like 2
  • 2 weeks later...
Eric Roberts Apprentice

Eric Roberts

Posted
Posted

Not only do they do the job of repairing cars but they can also take the customers through the whole procedure of paying for the work done and issueing sales invoices and dealing with credit card payments.

I find that this gives the staff and the customers a better shopping experience due to the personel contact. Another thing I ask for is that my staff should have total access to our computer system and also can answer any phones from incoming calls.

Eric Roberts Apprentice

Eric Roberts

Posted
Posted

Hi believe me it is possible to train most enthusiastic people. it also depends on the geography of the premises. We have all open fronts and can see our customers drive in and park up. Meet and greet only takes a minute, but it puts customers ar ease. Especially female customers who now make up a liitle more that 50% of the customer base.

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Eric Roberts Apprentice

Eric Roberts

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Posted

Hi I guise we all have some good ideas which is going the right way. I suppose this started when I wa a young mechanic. To be truthful I could not concentrate enough and as time went by I discovered that I was a good talker. This attribute became useful to me in later life as I progressed to owning my own garage business. Some mechanics are good at explaining things to customers. I find that the guys who are say a little shy will soon get used to the idea and conversations will start to flow.

What does help is that we have a great reception with a TV and a free coffee machine. This is where the talking starts and very rarely in the workshops.  

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Eric Roberts Apprentice

Eric Roberts

Posted
Posted

Hi Thanks for that ! We copied your way of working with the so called Autocentres. Mainly doing tyres and mufflers. However many of us have gone full circle in my 50years in the trade. So, repairing/servicing and tyres of course. We also have an MOT test for cars carried out annually. This is regulated by the government but works very well. When a car fails the test then we very often get the job of repairing the car back to standard. The tests are highly regulated, but there are dodgy garages out there who bend the rules. So a question !

How are American cars regulated for safety !If at all ? 

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Eric Roberts Apprentice

Eric Roberts

Posted
Posted

Hi if you get caught bending the rules it is a certainty of losing your MOT licence and in some cases prison ! The MOT does keep standards and safety to a high level. Driving in the UK is different from the States because of the narrow roads and country lanes. 

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Eric Roberts Apprentice

Eric Roberts

Posted
Posted

How Will Your Garage Cope With Inflationary Pressures

 

I am writing about this because I feel that it is going to be a general business problem, especially new starters. Inflation  will not just be a problem for my garage business.

Many garage/autocentre owners are from a similar background. We started up in the sixties, seventies and eighties with no capitol and built a thriving business out of nothing. We were either mechanics or worked in the automotive industry from a young age.

So, I worked for a few national tyre companies before deciding to go it alone. I am sure such start ups are more difficult to achieve these days. Timing is of the essence. We started when cars were a growing industry. The working class blue collar workers could now afford a car.

Because we never went to any kind of business school then we had to take on problems when they manifested themselves. One of our first encounters was the dreaded inflation.

 From the very beginning we (I say we because I had a business partner at the beginning of my business adventure) were advised to employ a good accountant). This I did and our adventure into the world of business began.

I was lucky enough to secure a mortgage on a plot of land on a main highway. The land had an old stable on it. Both of us were pretty handy at DIY  so we set too and transferred the barn into a fitting bay for tyres.

 Soon Expanded into servicing and repairs.

Because of our prominent main road position the business took off at great speed. Soon we would be looking to expand. These were the days when you had to meet the Bank manager face to face. I have always been a confident person and boldly asked for a loan to expand the premises on our then spare land.

Interest rates were going through a steady period and the money from Mr Stead at the bank was secured. This was then the Yorkshire bank and we had nothing but good experiences with them.

A new service bay for four cars was complete and the garage went from strength to strength. This was in the late 60,s and we were about to hit by our first real crisis! The dreaded inflation. When the seventies arrived then inflation had started to rise. Due to a few things but mainly a world oil crisis.

It averaged out at around 12% and peaked in 1975 at 23%. Ironically the same problem is hitting us today. High oil prices and energy costs, combined with supply chain bottlenecks were the exact same problem that we had to cope with.

Supplier price rises came first

Just like todays business environment the first thing we noticed were that prices for our goods were rising almost every two weeks.

These came out as makeshift leaflets produced by the tyre manufacturers. In that period of time there were no computers everything was calculated by discount table books. First thing to do was to make storage space. This was to enable us to buy more stock and partly beet some of price rises.

Other suppliers would also offer more payment terms. Standard then was 30 days. Most decent suppliers offered 60 days credit line. This enabled us to carry on with our advertising campaigns in our local newspaper.

This was our main form of advertising in those days. However it was effective. It was also a lesson learned. Our main competitors in those times were all owned by the tyre manufacturers. So, National Tyres were owned by Dunlop and ATS by Michelin and so on.

Although our prices were rising they were kept lower than our competitors. Motorists were shopping about and we soon became a popular destination when wanting to buy a tyre or two. This was my first lesson. Inflation can be used as an advantage.

 It just means you have to work a bit harder. Smaller items such as puncture repairs were increased by a small amount and kept up with inflation without the public even noticing.  

Hard work kept down prices

Although our prices did go up we could make inflation less destructive by sourcing our products better and by doing better deals for quantity. I was sort of a reborn entrepreneur. As inflation came under better control then I was proud at the fact that because of the extra pressure I had become a better businessman and proud of it.

This period brought many new business friends . Especially among the different suppliers that I met an did deals with.

These days we are able to cope better because of computer software dedicated to our kind of business. We can set stock levels up so that price increase can be minimised. Especially popular sizes of tyres. Another bonus for the automotive industry is with the parts suppliers.

Importantly, they are all competing to supply us to keep their own sales and profits up. This means that we can source the best price for our customer when pricing up a particular job. Once again keeping the price down but retaining your profit margins.

Another good idea was to start selling addons. In my case we offer a selection of “Poor boys” car valeting products.

There is no doubt that this is a period that can establish your garage business as the best in the area. Inflation in my eyes means chances to gain customers by buying better and keeping in the right products at the right price.

Especially fast movers such as tyres. Service parts can be bought from the replacement parts market at the best price. Having a local website is also a good idea. Making it easy for local people to find you. I write the blog on our website giving consumers an idea about your services and location.

So in my opinion Inflation should spark up a new energy to create a better business and get some new customers as a bonus.

Hope you guys can come up with some other inflation busting ideas that we an use 

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  • Like 1
bantar Community Regular

bantar

Posted
Posted
14 hours ago, Eric Roberts said:

Hi Thanks for that ! We copied your way of working with the so called Autocentres. Mainly doing tyres and mufflers. However many of us have gone full circle in my 50years in the trade. So, repairing/servicing and tyres of course. We also have an MOT test for cars carried out annually. This is regulated by the government but works very well. When a car fails the test then we very often get the job of repairing the car back to standard. The tests are highly regulated, but there are dodgy garages out there who bend the rules. So a question !

How are American cars regulated for safety !If at all ? 

In Texas, annually, we inspect tire tread, min 2/32" on center treads, outers can be bald, but no secondary rubber or belts or sidewall damage, with all lugnuts present.  Then all lights working and not falling off, horn working, wipers clear the windshield with no tears or major streaking, 1 rearview or side mirror, no torn seatbelts, no worn serpentine belt, no exhaust leak (hearing test only), no power steering leak,   We do drive the car to test steering lash and braking stopping distances and verify that the parking brake works and verify brake fluid is near full.    We are not allowed to disassemble the car, so if a hubcab hides the lugnuts, these remain uninspected.    And we do a smog test that is read from the ODB2 monitors (can have 1 failed monitor, but not 2) .   The engine can be making crazy noises, the wheel bearings can be screaming, the control arms or body can be rusted to an unsafe point, but these are not inspection items.   A test failure blocks your ability to register your car.   We charge $7 for a safety inspection and $18.50 for the smog test, for a total of $25.50.  This fee is set by the state.   Takes us about 15 minutes to do these.   Thank goodness that we don't need to disassemble anything at these prices.  

FUN FACT:   We just inspected a Superformance GT40 MKII this morning!   (A brand-new 1967 continuation.   See here.)    Most of the inspection consisted of a runway parade with lots of pictures being taken and then a few boring minutes of inspecting.

When people are happy that they pass the State Inspection, I tell them not to be super-impressed.  It's the minimum necessary to be on the road.    We do a more thorough inspection when we are doing their oil change than we do with the State Inspection.  We can tell them about other noises, but we can only fail for what is on the checklist.  

I'll say this.   A majority of the people would want to fix the problems that we find, but are unaware of them.   I didn't know my tires were bald.  I didn't know that noise was bad.  It helps them stay safe.   Some others will find a shady shop to pass very unsafe vehicles for "an extra, let's say, convenience fee". 

Next state north, Oklahoma does not have an annual inspection requirement.

  • Like 1
Eric Roberts Apprentice

Eric Roberts

Posted
Posted

Hi at least it is some kind of check. I think most law abiding citizens are decent people and will have their vehicle fixed for safety reasons. However there are millions who are not in this bracket. Because our testing is mandatory  then it sits with all the other motoring laws. When a driver is pulled up or in an accident then the MOT is part of the vehicle checks. Also if the car does not have an MOT  then the insurance is void, making it a double whammy !

Whet happens say if a car drives from Oklahoma and has a bad collision due to say faulty brakes or steering ?

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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