Back Door Walk In's

[D&SMotors]

Hi All,

 

My husband and I own a small auto repair shop. We have been in business for approx. 3 years and things are going well..ups and downs as everyone else...

I have a question that I do not know how to handle..

What do you do with those people that think we are still just working out of our home and not for a living?

There are people that just come in the back door and just keep chewing off my husbands ear until I show up out there..tell them I need him for something then they leave...

He's nice and puts up with it..then I hear about it later how he can't get anything done..

We've tried putting employee entrance only signs up..but I guess no one feels like that pertains to them..

We are big on customer service so I don't want to completely shut these people out..but have some common courtesy...

Any help would be appreciated..Thank you

Denise

[xrac]

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[Joe Marconi]

The same thing happened when I began my business. I first thought it was a good thing and I did not want to insult anyone, but eventually it affected production. You need to do what is best for the business. It's both a liability and production loss to have people hanging around in the shop. Be nice but firm. Explain the reasons why. Those that don't understand, don't worry about. This is a business, not a school yard.

[mspecperformance]

Yeah its a story we all hear when we start at a grass roots level. It can be tough, I still battle with the this problem. My shop is long with only 1 roll down gate. Currently i have a metal roll down gate. When it is closed it looks like we are not open for business so I like to keep it up as much as possible. I have tried yellow safety chains which don't seem to help. People tend to literally wait by the chain until a tech asks them if they need help before they will walk into the office. I am looking into getting a inside roll down gate with windows so I can keep my metal gate up and the nicer looking window gate down.

 

I would probably say your biggest problem is having a Service Advisor that can handle customers. Sounds like you may be the only or main front end person? In my experience people want to talk to a knowledgeable person as well as someone with some sort of authority. Once you can take control of speaking to every customer before your husband or techs do I think you will start to win the battle of the back door customer war

[Gonzo]

Have your husband read this story I did a couple of years ago.

 

http://www.autoshopowner.com/article/automotive/gonzos-tool-box/back-door-irritation-r41

[mspecperformance]

Gonzo, I have read that article more than once and every time I grit my teeth while reading!

[xrac]

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[mmotley]

Like Joe said, be nice but firm. Explain insurance no longer allows people to come into the shop area. I have a few close friends that stop by from time to time, and I'll just be polite and say 'Well it was nice talking to ya, but I really have to get back to finishing this job. The customer needs their car back ASAP'. They usually get the point.

 

All great advice here.

[bigdonstang]

Both insurance and OSHA. We have the yellow chains as well. Some people climb right over them like they weren't even there. I tell them the chains aren't there to us in.