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Call Back Your Customers!!! Frustrated!

Joe Marconi
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Joe Marconi Grand Master

Joe Marconi

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Ok, I am a little frustrated. My knee has been hurting me for a few months. I finally called an orthopedic specialist group (the largest and most well-known in the area).

These are the events that occurred:

  1. When you call the office, you cannot speak to anyone. You need to leave a message or go online to fill out a form
  2. I went to their website, filled out the form with all my info, and requested an appointment
  3. The next day I got a call from the office; they wanted to verify my insurance (all about getting paid, NOT my knee pain) 
  4. The person on the phone said that ANOTHER person would call me to schedule an appointment
  5. FAST FORWARD - I have since called numerous times and left messages to get an update on my request for an appointment
  6. Five days later, no call, still in pain...

This is a reminder to all shop owners to call back your customers. The unknown and waiting is"painful" 

 

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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