Quantcast
Jump to content









ME Robot - - - Are we technicians, or are we robots???


Gonzo

Recommended Posts

Me Robot

 

A customer walks up to the service desk, "Can you put my car on one of those machines that tells you what's wrong with my car?"

 

This is nothing new. So many customers have this idea that there is some magical machine of the auto world that can give them the answer to their car's problem without much effort from the technician. As far as I know, and I've been around the toolbox a few times, there isn't any such machine out there known to man. Maybe it's a slip of the tongue kind of like how the use of a manufacturer's term for a product such as "Freon" when they actually mean R12. Maybe they meant to say, "Please check my car out and see what's wrong with it," rather than expecting some space age nuclear powered, all knowing, all seeing gadget from the planet Zeptar that sends out waves of diagnostic energy and makes any problem disappear.

 

Not all novice drivers think it's a machine, but there are enough out there that really want some gadget from outer space to check their car. The car has become a space age invention, a device that most generally novices don't understand which leads to the idea that it must be only understood by beings of a higher intelligence.

 

So, I thought I would ask some customers just what they are after when they ask for that space age "machine" that I seem not to know about. Then try to figure out what they really are expecting once their car is in the repair shop, and what they really think goes on back there when the hood is up. I was quite surprised at their answers.

 

For the most part, a majority of them do believe there is a machine from the planet Zeptar. They really believe that most techs just wave this machine over the engine, and everything there is to know about the car comes out on a little print out. Some believe it's like the old TV show robots from years past that had the answers before there was a problem even came close. Kind of like when the robot on the TV show "Lost in Space" would start waving its arms around and yell out, "Danger, Danger Will Robinson". Seriously folks, it's a TV show. I think a lot of it starts off from our childhood. TV, radio, and movies tend to make the unbelievable… believable.

 

Now, I'm not aware of any of these intergalactic solutions that the customer seems to know about, or any of these pieces of hardware they think I have at my disposal. I'm not a robot I'm a technician. I read up on as much of the latest information I can gather, and I spend my free time (what little I have) on researching new techniques or on different methods of solving vehicle problems that I haven't tried before.

 

I've come to the conclusion what these customers are really wanting is a robotic equivalent to those TV robots and Hollywood movie special effects departments' idea of the all-knowing computer that moves, talks, and interacts with the other players in the drama. That equivalent robot is a highly trained, self-motivated individual who dedicates their working hours to a craft that requires a high caliber of intelligence an even more in-depth ability to comprehend, while being capable of deciphering the intricate details of the modern vehicle with the proper tools available. A robot, no… they need a technician.

 

What the consumer is really trying to say is; "Put my car in the hands of a qualified tech who can find out what's wrong." They want him/her to be a robotic equivalent of what was capable on those old TV shows. They want something that will foresee their problems and establish a repair without delay.

 

I often thought it would be hilarious if the next time I'm confronted with someone who asks for one of those "machines" I would immediately go into a trance move like a dime store toy robot, and answer in a monotone voice, "Yes, I will proceed with your request without delay." Then grab their keys and glide through the shop door towards their car. Just to see what their reaction would be.

 

You never know they might actually stand there and look at you as if you have just burnt out a logic circuits or something. For all I know, they might want to ship me back to the planet Zeptar before I pull out my anti-gravitational-interrupter.

 

Cars and customers have been, and will always be, a tough part of the business. As the cars become more and more complex, the customer will always be the one common denominator in the equation. As we move further and further into the future the average novice driver will have even less and less knowledge of how their vehicle operates while the technician will steadily advance with the changing technology. I don't think there will be a robotic version of a technician any time in the near future, but you can bet the customer will be expecting an even quicker response and more detailed information about their vehicles condition.

 

With the cost of repairs increasing, and the sophistication of the vehicles continually rising, there is no doubt the technicians of tomorrow will be in even greater demand than today. Maybe the next time a customer asks me about that "machine" I might just say, "Me Robot??"… maybe then they'll make the connection that scanners, computers, and wrenches all have a place in the tool box… because they're all only tools of the trade, but it's still the technician that makes it work. Even Star Trek had an on-board mechanic and I'm pretty sure "Scotty" wasn't a robot and I don't think he was from the planet Zeptar… he was a technician.

 

 

 

As always, leave a comment if you'd like. Can always use a few good ideas for stories too. If you have an idea let me know...

 

Thanx for reading my column, and thanx again for your comments. Gonzo


View full article

Link to comment
Share on other sites


Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

Great insight on a topic we are all well aware of. The customer is the common denominator. From my perspective, dealing with people is a lot harder than dealing with cars. The car just sits there, nice and quiet, just waiting for you to find the cure. The public, well that's another story....

Link to comment
Share on other sites

I'd rather deal with the cars myself. LOL

 

 

Great insight on a topic we are all well aware of. The customer is the common denominator. From my perspective, dealing with people is a lot harder than dealing with cars. The car just sits there, nice and quiet, just waiting for you to find the cure. The public, well that's another story....

Link to comment
Share on other sites

  • Similar Topics

    • By carmcapriotto
      We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes.  Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Chris Monroe, Monroe Tire & Service, Shelby, NC. Business Development Coach,  Elite Worldwide, Elite Top Shop 360. Listen to Chris' other episodes HERE   Key Talking Points
      Watch Full Episode on YouTube HERE Websites - What they look for on websites: years in business, pictures of shop/employees (nonstock photos), connection (dogs, kids etc), phone number and email address, reviews, attraction to family business What didn't they say? Price, list of services Google Ads - Their use of the paid Google ads found at the top of search results- they do not consider them as recommendations. Consumers want to do their own research Cause Marketing - powerful but not a top priority to sway decisions, encourage referrals, and find a cause you believe in to be involved with. Complimentary Elite Customer Care Guide Template HERE. Link to Part 1 Link to Part 2
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      There seems to be a lot of mixed reactions since COVID on customers waiting for service.  For many shops across the country, most customers drop off their cars for service these days.  
      What's your strategy? Does it depend on your business model?  
    • By carmcapriotto
      Guest Host and Shop Tour with Todd Cole, TC Auto Service, Corpus Christi, TX. Four years ago Todd left his medical sales job and became the new owner of TC Auto Service.
      Todd Cole, TC Auto Service, Corpus Christi, TX.
      Key Talking Points
      Was in medical device sales but looking to make a change. His great grandfather, grandfather, and father were all in the automotive business Was a customer of the business and bought the business from the owner (who was 80 years old) Senior tech has been with the business for over 30 years- loves to teach and help others, maintains quality. He is a mentor for apprentices.  ‘Running out of concrete' as they started growing- purchased satellite location  7 lifts total Look at productivity by technician weekly- scoreboard with names listed, fun competition Drive through lanes with vehicles- 3 lanes  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
       

      Click to go to the Podcast on Remarkable Results Radio
    • By ASOG Podcast
      Car Shield Warranty Exposed: How to Avoid Being Scammed
    • Advertise your services or products to passers-by attracting them towards your business
    • By Joe Marconi
      We all know that techs and service advisors have two distinctly different roles. And both get different training.  Service advisors are on the front lines every day taking care of customers, selling work, organizing work, and a lot more.  
      While most customers don't engage with the technician, is there a time when we should allow the customer to speak to the technician? 


  • Our Sponsors


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

×
×
  • Create New...