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Another Dealer Story...


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I had one like that when I worked for a Honda dealership. The customer stated that they had an intermediant problem with the brake pedal going soft. The car was an 06 or 07 Accord. Finally found that Honda had a problem that year with the ABS module sucking air into the system. Just a thought if you look at it again.

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Joe, I would have done exactly what you did. When you can't verify a repair how do you know you've done a repair? Suggestive repairs are the way I handle these situations. But, as soon as another "expert" gets involved the first expert is no longer valid.

 

If nothing else you could at least show her the price difference between having the dealer make the repair vs. the independent shop. I'd rather lose a customer over things like this rather than deal with the..."I think I fixed it" approach.

 

Ya can't win them all, and I don't even try anymore. I have to stand behind what I do. If the car does act up again you know she'll call you ...FIRST...then you'll tell her to take it back to the dealer. AND, if the tech is found to have done something wrong...he can just quit and go to the next dealer rather than dealing with it (seen it happen before)...you and me, well... we've got the keys to the front door... we'll be back tomorrow regardless.

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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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