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Here's a tip I have posted before, but it's worth repeating. One job that goes unnoticed most of the year is the job of the part's driver. You get part deliveries all day long, every day, all year long. Many times, these part's drivers take all the abuse due to wrong parts, the parts took too long to be delivered, on and on and on. Those drivers may not say anything, but they take it to heart. So, here's what you are going to do. Buy small gifts, such as small boxes of candy or chocolate. Nothing expensive. During the holidays, give all the drivers one of these small gifts and say "Thank you, I appreciated what you do." Two things will happen. First, the driver will be stunned and will not know what to say, and they will be very thankful that you thought of them. The second thing that will happen is this: The very next time those part drivers have three delivers to make at three different shops, what shop do you think they will want to go to first? Yes...Yours!
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It seems that Goodyear corporate stores are changing their business model from Tire and Repair Service centers to strictly tires. The franchise stores are free to continue their old business model. Around here, the corporate stores are going to close down on January 27 for 2-3 weeks for a major remodel and possibly? rebranding. They will sell tires and do alignments, but will not be able to align if they need repair parts. I've not seen any official statements on this, so I don't really know more than the scuttlebutt. It looks like Hunter will have a great year this year as a result. I saw a brand new Hunter Revolution tire machine in one of the local stores already. I stand to benefit from this change as we may see some of their repair business. Since I don't sell tires, I'm not a Goodyear competitor, which allows them to safely refer repair business to us. Almost everyone else around here sells tires. We refer quite a few folks to tire-only stores, so Goodyear will now be on my referral list.
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Hey All, My name is Karla, I had previously owned a 3-bay mechanical repair shop in Burlington, VT for 6 years and built it to maintain an outstanding reputation and provide a comfortable income. I had the opportunity to sell my half of the business and finalized that deal this past fall. I have worked in all areas of the auto repair industry over the past 15 years, graduated from a two-year ASE certified auto tech program and went on to earn my Bachelor’s in business and a masters degree in executive leadership. I have some capital I will be contributing to the planning and opening of a new shop and am very open to meeting potential partners/investors in all areas of the country. I greatly look forward to building something new in a location new to me. Anyway, I’d like to welcome all /any interest and to answer any questions about joining forces in shop planning and management. Please do not hesitate to contact me, thanks for considering! —Karla
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National Pearl Harbor Remembrance Day, which is annually on December 7, commemorates the Japanese attack on Pearl Harbor, in Hawaii. Many American service men and women lost their lives or were injured on December 7, 1941. National Pearl Harbor Remembrance Day is also referred to as Pearl Harbor Remembrance Day or Pearl Harbor Day.
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Hello Everyone! Hope you enjoyed your Thanksgiving as much as I did. I wanted to bring this topic up because of PEP BOYS recent "expansion" into launching their "mobile" service. I was interested in your thoughts. Are mobile mechanics a threat to your shop in any way? What are your thoughts? Do they/can they provide the service that today's cars need?
Or, on the other hand, do you operate as a mobile tech? What are the struggles you face. From what I am hearing, people "seem" to expect mobile to be cheaper.
Only trying to start a discussion about this - and really because, from what I am seeing, there's a lot of buzz around the Pep Boys effort. Comments? Really interested to know your thoughts. Matthew Lee
"The Car Count Fixer"
PS: Join me on YouTube and check out this totally FREE on-line course I'm offers- "How to Double your Car Count in 89 Days!"
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By Joe Marconi
Shop production is a hot topic these days. High production results in higher sales and profits. But there seems to be so many obstacles to overcome to achieve high production levels.
I was discussing production with a few shop owners, and one shop owner mentioned that he recently hired a shop foreman; an “A” tech in his early 50’s. The foreman uses his knowledge and skills to organize the work flow. For younger techs, it’s even more important that they know how to work and keep productive.
What are your thoughts? Does anyone else have a foreman or similar position? And how does this role affect production?
By Elon Block
New blog post on this very important topic here:
All major pricing changes like this one, affects everyone in the auto repair industry.
By Oova At Autovitals
A Candid Analysis of Today's Workflow Management Tools
Lets summarize the tools and processes available to the independent shop owner, service advisor and technician to manage workflow.
the service advisor's ability to memorize what is going on the technician's ability to recall what the service advisor said 10 minutes ago or earlier the service advisor'a ability to decipher the tech's scribble The tech's ability to put clear explanations on a piece of paper (work order) the WIP screen in your point of sale software (POS) the printer printing work orders the paper rack holding printed paper sheets the bags keeping the key to the vehicle and the paperwork together the scheduler in your POS a white board or spreadsheet managing the vehicles going through the shop a time punching system or flag sheet The sad part:
Not one of these 11 pieces can be skipped. Service advisors are super heros juggling 11 disjointed "management tools" at any time during the day.
How do they do this? Super hero ability, you knew it already.
Now the even sadder part:
In order for the service advisor to juggle all this successfully, they often skip or at least minimize the engagement with the motorist.
Lets repeat that with different words:"Service advisors skip advising service because they are too busy doing busy work because the tools available are inadequate."
Do you agree, or am I smoking something here?
Last but not least, the saddest part:
You as owner can't measure behavior today, only results from the POS reports.
What does that mean?
you don't know what tech is pencil whipping or over recommending you don't know how many recs from the tech uncovered during the inspection make it to estimate (our research revealed 56% of all recommended actions from the tech are not sold. Fifty-six. Do you smell opportunity here as well?) you don't know why the vehicles are in the shop for way too long. Is it the waiting for parts or the service advisor or the dog ate the home work? you don't know why the tech efficiency of tech A is at 95% but of tech B at 53% you can't change behavior if you can't measure it
How to we turn 11 disjointed tools into 3 integrated ones?
You add a tablet(1) to the techs toolbox, replace the paper rack with a second screen(2) and download SmartFlow(3) to the tablet from the App Store or Google Play and add it to the browser bookmarks on the second screen.
Then get rid of
paper time punching system laptops in the back shop paper rack running back and forth (you might have to buy the service advisor a gym membership) white board spreadsheets bags flustered service advisors Done.
Now your service advisor counter might look like this
The photo credit goes to Matt Purselle, he turned a typical two screen setup into a four screen setup. One screen for the POS, one for SmartFlow, one for email, one for everything else. Two are enough for the beginning, some of our clients use only one and it works too, thanks to built-in alerts.
Matt's counter looks like this seen with the eyes of the service advisor(s).
How do the techs know what is going on? they clock in on the tablet, EVERYTHING is on the tablet now, Identifix, Alldata or Mitchell, work order, inspection sheet, any info they need. They stay at the vehicle and smart-chat with the service advisor and get alerted about new info and new assignments for them.
Have you introduced a daily huddle with the techs? Great, do it like Matt and use a 55 inch screen with touch overlay to manage the day.
How does that sound to you?
Service Advisors are freed up, and can focus on the customer. All recommended actions by the tech are on the estimate now. You can measure and correct tech and service advisor behavior. Pencil whipping, over recommedning, time on the vehicle, tech efficiency and productivity, shop proficiency, anything you want really, since you are digital now.
One of our franchise clients just send this over to me
Sound to good to be true?
Ask SmartFlow users in your area or us.