Customer asks for Mechanic

[CAautogroup]

What are your thoughts and opinions when a customer comes into the office and asks directly speak with the mechanic? I have noticed this to be a far too common issue in our automotive repair facility. Most are seeking free advise and repair the vehicles themselves or else where. Yet, once I mention a diagnostic fee... they leave. How would you handle this matter?

 

How would you also approach customers speaking with mechanics privately? I do trust my mechanics to a certain extent, but I have a feeling side jobs are in the talks.

 

Thanks in advance for your thoughts and opinions,

 

 

Nick

 

 

[Sean]

I would let them speak to the mechanic within reason. I feel this is part of why people seek out independents so they can have direct contact with the mechanic

[Joe Marconi]

_{If the sole purpose to speak with one of your mechanics is to gain information or pick his brain, I would not allow it. Unless the customer is planning to bring the car to you and would like a consultation prior. The problem is also that a tech is not a service advisor. And although the tech may have good intentions, he may not phrase his words properly.}

 

_{For example, the customer may be complaining about a noise while driving, and the tech may say, "that sounds like a wheel bearing, not too bad of a job on that car." What's not too bad? Not a hard job? Not too expensive? What if the labor is 1 hour, but the bearing is 600 bucks?}

 

_{Just be carful. We often consult if we trust the customer's intentions. But, we always have a service advisor present.}

 

_{Hope this helps.}

 

_{BTW: It's a problem everywhere.}

[xrac]

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[HarrytheCarGeek]

This is where your business savvy comes in, you should not feel insecure about your customer consulting the mechanics. I learned long ago that if I pay well and take care of my mechanics, they will not be taking side jobs and will instead concentrate in enjoying their time off.

 

Mechanics that are irregular and prefer to take side jobs than concentrate with their work within the shop you certainly do not need.

Edited August 27, 2013 by HarrytheCarGeek

[ATSAutomotive]

This is definitely a case by case. My shop is smaller with 2 Full time techs, 1 SA and myself. Customer are always talking to my techs simply because they are friendly and will say Hi to our customers. We get to know our customers and ask how their weekend went or even that vacation they just went on. I pay my guys well and I do lots of "extra" things for them. They are my best asset and I put them first before anything (except for the recent argument of A/C in the shop ) My guys know when someone is sniffing for something and will be very vague with someone like that. Usually don't see that person again. My regular customers don't ask, If they don't think they can do it. They bring it to us.

 

Now when I worked at the dealership, I had this happen a few times. I simply stated, if they didn't know how to work on the vehicle that we had trained technicians and we could schedule them in. If everyone hasn't read, I received an article sometime this year stating 2012 was the highest amount of deaths/accidents due to DIY car repair.

[nmikmik]

Thanks,

would you mind sharing the link to the article. Seems I can't find it online.