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Are You Really Overbooked? [THA 339]

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carmcapriotto

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Being overbooked doesn't necessarily equate to higher productivity or profitability. In this episode, our panel discusses the challenges and impact of being overbooked in the automotive repair industry. They emphasize the importance of understanding productivity numbers, managing customer expectations, avoiding burnout for the team, optimizing scheduling, and utilizing technicians' strengths. Think twice before you boast about being overbooked!

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE

Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE.

Vic Tarasik, CEO of Shop Owner Coach. Vic’s previous episodes HERE.

Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast. Listen to Chris' previous episodes HERE

Show Notes:

  • Watch Video Episode 
  • Understanding Overbooking (00:00:01) Discussion on the meaning of being overbooked and the importance of understanding productivity numbers.
  • Avoiding Burnout for the Team (00:01:08) Exploration of the impact of being overbooked on the team and strategies to avoid burnout.
  • Charging for Inspections (00:05:22) Highlighting the importance of charging for inspections and not undervaluing the work done.
  • Customer Expectations and Scheduling (00:09:24) Discussion on the difference between shop expectations and customer expectations regarding scheduling and timelines.
  • Under Promising and Over Delivering (00:12:09) Setting realistic timelines and managing customer expectations to avoid overpromising and underdelivering.
  • The need to close open tickets and manage invoices (00:19:06) Encouragement to close open tickets and start new ones to avoid losing money and track customer follow-through.
  • Shortening the timeline through effective dispatch (00:21:47) Suggestion to improve dispatch processes to maximize assets and shorten the timeline for completing jobs.
  • The importance of understanding productivity numbers (00:21:54) Discussion on the need to focus on productivity rather than just increasing the number of cars in the shop.
  • Managing customer expectations and avoiding burnout (00:22:40) The importance of having a comfortable booking schedule and avoiding sudden drops in workload.
  • Dispatching and scheduling to strengths (00:26:46) Discussion on the need to assign jobs to technicians based on their strengths and expertise to maximize efficiency and productivity.
  • The importance of managing stops and starts (00:30:25) Discussion on how interruptions in a technician's work can decrease productivity and the need for proper management of technician schedules.
  • Facility utilization and bay management (00:31:39) The impact of adding more bays to a shop and the importance of considering facility utilization when expanding.
  • Moving away from standalone oil changes (00:34:51) The benefits of booking cars for comprehensive services instead of just oil changes, and the need for better training for general service technicians.
  • The importance of proactive inspections (00:37:39) The benefits of conducting thorough inspections and identifying potential work to be done during a customer's visit.
  • Managing customer expectations (00:39:20) Exploring the concept of honoring the customer's time and offering them the option to have additional work done while their vehicle is in the shop.
  • Taking control and guiding the customer (00:40:14) Emphasizing the need for shop owners to guide customers through the repair process and not assume they have the same knowledge, in order to provide better service and avoid potential issues in the future.
  • The ethical and moral standards in auto repair (00:45:12) The ethical dilemma faced by shop owners in balancing customer service and avoiding unnecessary repairs.

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com

Connect with the Podcast

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      Want to End Your Technician Shortage? Focus on Retention!
      By Joe Marconi in Joe's Blog
         5 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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