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Performing DVIs


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At my shop if someone comes in for an oil change, they get a general inspection of brakes, front wheel bearings, steering parts, all the fluids etc marked out on the ticket as either green, orange or red. If all they want is me to drop the oil and change the filter, then I’m the wrong shop for them. I’m not a quick lube. 

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No offense at all. I offer the inspection as a courtesy and my customers depend on it to keep their vehicles from breaking down in between oil changes. My pet peeve is the customer that goes to a quick lube that doesn’t inspect anything and then comes to me with an emergency brake pad metal on metal scenario and wants me to fix it right now when it could have been avoided. 

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We do the same on every car. Plus it let's us evaluate the customer, oil changes are not profitable, but services are. If I have a customer that brings there car in and just wants oil changes, I tend to make it very inconvenient for them, they are going to the dealer for free inspections and to costco for tires and they we get the car for oil changes, I don't want that customer! 

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I worked at dealers for many years and they always tried to max out every RO. It's very common for customers to come to me complaining that every time they bring a vehicle in for service somewhere else, the shop tries to hit them over the head with a giant upsell list. I do the job the customer asks for and only upsell safety items. I don't have a checklist and never will, though I do understand the thought process.

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I call every customer and try to sell each  job that comes through the door and I find that if your honest and explain everything to the people you will sell the work, more than half of the time I don't even have to price the jobs.  Most of the time I find that customers don't understand what is being sold to them and when they understand and it's explained to them it's much easier to sell. It's all about them trusting you.

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  • Have you checked out Joe's Latest 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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