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Customer asks for Mechanic

CAautogroup
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CAautogroup Collaborator

CAautogroup

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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 Enthusiast

Sean

Posted
Posted

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

HarrytheCarGeek Experienced

HarrytheCarGeek

Posted
Posted (edited)

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 by HarrytheCarGeek
ATSAutomotive Collaborator

ATSAutomotive

Posted
Posted

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.

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    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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