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The Art of Dispatching work


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If you are paying by the hour, that will work. If you are playing flat rape then you will piss a bunch of people off. This still happens at the dealership that I use to work at. The gravy suckers/loudest bitchers got all the easy work and the rest got stuck with the hard/low paying diagnostic work.

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In an effort to maximize productivity, my service advisors will dispatch the work to those techs that are proficient in a particular are. So, a tech that is great with check engine lights will get the majority of check engine lights. Most shops probably do the same thing.

 

But, he’s my dilemma; I understand the different techs have different strengths but doesn’t this practice make techs better and better in one area while not giving other techs the opportunity to learn new skills?

 

 

We belive you need to train others even thou we all want to maintain profit. The trouble begains when you create an elite few that thier will comea day they turn and eat your lunch.

 

We believe cross training is the vest practice in all jobs

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  • 3 months later...

I agree that you shouldn't just give certain techs certain jobs as yes it will piss some other techs off and that will start to erode the morale of the shop, then the bitching starts etc and you then have another problem to deal with. Also if there is a certain tech that does one type of job all the time he will possibly lose some of the skills for other jobs. There are plenty of other issues with this and not many are positive.

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That's excalty what we do, glad to see we are on the same page.

 

BTW, I am going to use that term from now on; flat rape

 

I hate that term, I was paid flat rate as a tech throughout my career, was well paid and loved it. I pay my guy's flat rate, and they love it as well.

 

What I liked best about it was paid according to my efforts, not paid the same as the lazy screw up in the bay next to me. It has been my experience that the guys that don't like flat rate, don't like to work.

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I loved flat rate. I made a lot of money working flat rate but the problem is when there isn't enough work, you don't make any money. Also when you get stuck with the warranty work all the time instead of the service and maintenance work, it really kills the paycheck.

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  • Have you checked out Joe's Latest Blog?

         0 comments
      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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