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What Should We Call DVI’s? [THA 293]


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In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’

Clint White, Service Advisor Coach & Shop Consultant with CWI. Listen to Clint’s previous episodes HERE Ryan von Steinen, General Manager, JB Import Automotive Repair, St. Petersburg, FL Adam Liu, Essential Auto Care, Middle Village, NY Key Talking Points

  • Inspection vs Vehicle Health Reports. With a digital format available that delivers much more transparency and value, we need an UPGRADED term for our in-depth process that we present to each customer
  • The value in GREAT and Personable Vehicle Health Reports to technicians, advisors, and the facility. 
  • In states such as NY, any kind of "inspection" usually resonates with State Inspection.
  • In-depth Vehicle Health & Safety Evaluation
    • IN-DEPTH – An extremely high-value, thorough & extensive process that focuses on knowing actual conditions, measurements & facts.
    •  If it can be known it WILL be known; and if it is known then it WILL be shown – C. White
    • VEHICLE HEALTH – Just like the human body, a vehicle can be in a poor state of well-being, leading to unreliability, poor fuel economy, and inconvenient break-downs.
    • SAFETY – Equally as important as Vehicle Health, Vehicle Safety or the lack thereof directly impacts the consumer’s peace-of-mind
    • EVALUATION – A physical assessment (including test drive) of the entire vehicle performed by an expert technician in which the condition of every accessible system in the vehicle is scrutinized, documented, and reported to the customer in an easily understandable format.

 

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Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi-Call-to-action.png       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com ARN-Website-Banner-July-2022-1200x400-1. Screenshot_340-1.png

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  • Have you checked out Joe's Latest Blog?

         4 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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