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New member here seeking advice. How does everyone handle a warranty issues with your techs? Do you pay them warranty time via alldata? Don't pay them at all? If a part fails, then the supplier covers the parts and depending on the supplier, sometimes labor. Do you make up the difference to the tech? Or is the techs responsibility and duty not to ask for the warranty pay? Any suggestions would help. Thanks in advance
By Joe Marconi
Lets face it, a week cant go by without a technician comeback or a customer service issue. Mistakes will happen, theres no avoiding it. Obviously, you need to put systems and procedures in place to reduce the chances of mistakes occurring, but the truth is everyone at one time or another we will drop the ball.
The key thing to remember when a mistake happens is to keep the lines of communications open. With every mistake there is learning experience that everyone in the shop can benefit from.
Discuss the issue with your tech or service advisor. Get all the facts. Dont assign blame; the person who committed the mistake already knows he or she dropped the ball. Draw out of the person ways to improve and ask that person if it would ok to share the findings with the rest of the staff.
We all need to adopt the culture of continuous improvement. We can sometime learn more from mistakes then when things go smoothly.
One last note; I am not suggesting to ignore habitual mistakes or not recognize when someone refuses to improve or cannot do the job. In some cases you may have to let someone go.
By Joe Marconi
October starts the year’s fourth and final quarter. A time where shops begin to reflect back on the year and look toward the next year. For many of us, it’s been a wild roller coaster ride, for others not so bad. That’s business, and we all know that there will always be good days and bad days.
The key thing to remember as leaders of your business, is to always be looking to the future. Learn from the past, but don’t dwell on it. Become more proactive. Try different things and don’t be afraid to fail. Through failure are valuable lessons.
Set your sights high and remember to begin planning now for 2016. Don’t wait until the end of the year, or even worse the start of 2016. The earlier you begin to dissect and analyze the current year, the better position you will be to improve your chances of a more successful future.
By Elon Block
Alex suggested I post in this forum.
For those of you that may new to the forum, I have created a blog here with
helpful articles and videos:
We also have a large archive of free training materials on our website:
Let me know if we can be of help to you and your business.
What do you guys do about technician cash tips? My policy is if I give away a service to a customer to gain their business, like no charge for popping in a bulb or checking their fluids or shoveling snow out of their bumper I don't expect them to pay and I refuse any offering. The customer usually will go out and thank the tech, and based on body language i can assume they are throwing the tech some cash at that point. Should the tech put that into the general fund? Should he be allowed to just keep it? I kind of ignore it. After all I refused the money, and I gained the P.R. benefits. On the other hand I pay the rent. Just trying to see what you guys do.