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Check Vital Signs and Drive More Sales

Think total car care, each time every time

 

Every shop owner knows the value of performing a multipoint inspection. But, is it done properly and on a consistent basis? From my work with many shop owners, I found that although most shops have a process in place, the multipoint inspection is not being consistently.

 

Technicians are wired to focus on the problem at hand. If a customer brings their car in with a Check Engine light issue, most techs will chase down the problem and repair it without a problem. But, what about the rest of the car? Is the car due for any other needed services? Are there any other issues the customer needs to be aware of?

I have challenged many shop owners with the above scenario and have asked, “So, you repaired the check engine light, but were the brakes inspected, fluids checked, tire pressure checked along with other vital systems”?

 

Look at it this way, when you go to your doctor for any issue, a competent doctor is going to check your blood pressure, heart rate, listen to your chest, look inside your mouth and look in your ears. The doctor looks at your vital signs. To focus only on what the customer brings the car in for is not total car care; it is not doing the right thing for the customer and does nothing for your business.

 

Obviously, we always need to address the customer’s initial concern first. But each customer should be informed that we also perform a bumper to bumper multipoint inspection and check for any needed maintenance services, which may be due by the current vehicle mileage and other potential problems.

 

Many shop owners are fearfully of being perceived as being too “pushy” with this approach. I disagree. Let me tell you what happened recently to a friend of mine. My friend’s son brought his car to a shop for a stalling problem. The diagnosis was a faulty mass air sensor, which solved the problem. No multipoint inspection was performed, and the shop tech never checked the oil. On the way home, the oil light came on and the engine began to knock. My friend’s son turned around and brought the car back to the shop.

 

Back at the shop, the tech checked the oil level, only to find that there was no oil in the engine. He raised the car in the air and found a leaking oil pressure switch. But, it was too late; there was internal damage to the engine.

 

Now, is the shop “technically” responsible? No. But, would have a multipoint inspection spotted the problem? You bet it would have! My friend did not press the issue or hold the shop responsible, but he will never return to that shop either.

 

Protect your customer, protect yourself, drive more sales and do the right thing for the customer: Perform those multipoint inspections each time, every time.

  • 2 weeks later...
Posted

I really liked this one Joe. We are currently in the process of transferring from a small, "fix what's broke" shop to a complete car facility. This helps my perspective and I shared it with my manager and service writer at our weekly meeting. Your wisdom is much appreciated and useful.

Posted

I really liked this one Joe. We are currently in the process of transferring from a small, "fix what's broke" shop to a complete car facility. This helps my perspective and I shared it with my manager and service writer at our weekly meeting. Your wisdom is much appreciated and useful.

Posted

I really liked this one Joe. We are currently in the process of transferring from a small, "fix what's broke" shop to a complete car facility. This helps my perspective and I shared it with my manager and service writer at our weekly meeting. Your wisdom is much appreciated and useful.

 

I appreciate it, always glad to help a fellow shop owner!

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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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