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Stupid Cargo boxes......


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So I have this great customer named Sam, Last year Sam brought his Subaru in for head gaskets. Well when we went to push the car in after we got the heads back we (my help didnt know not to push in the middle of the hatch) dented the rear hatch. Sam was pretty cool about it and no big deal we got it fixed for him. Over the past year we have been Sam's auto repair center for anything he needed.

 

Well I had to call Sam today and tell him that I ran his Thule cargo box in to the garage door and that I am working on getting him a replacement.

 

I am a firm believer it doesn't matter what you do, its about how you own up to it and fix the problem, Sam just laughed and asked to make sure everything was okay with us.

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So I have a question for you about Glass. Here it gets down to -60. Last year we pulled a customers car in and the shop thats heated to 65, so there is a 125 degree difference between inside and outside and the passenger window broke.

 

That one I paid for, but today it happened again on a van the back window we noticed was broken when we went to open the hatch to get the tires out.

 

Who is responsible and how do we prevent it from happening again?

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  • 1 month later...

My tech backed out a f150 the other day (first job of the new year) and caught the mirror on the garage door. Broke the plastic. So I tell the guy hey sorry I'm going to order you a new mirror. So he gets pissed but what can I do, we didn't break it on purpose. I could have not said anything he probably wouldn't have noticed for a month its just the principle. That oil change cost me $400. Happy new year. Sh#t happens, we break it we buy it I can't think of any other way.

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  • 3 weeks later...

My tech backed out a f150 the other day (first job of the new year) and caught the mirror on the garage door. Broke the plastic. So I tell the guy hey sorry I'm going to order you a new mirror. So he gets pissed but what can I do, we didn't break it on purpose. I could have not said anything he probably wouldn't have noticed for a month its just the principle. That oil change cost me $400. Happy new year. Sh#t happens, we break it we buy it I can't think of any other way.

 

 

I took my wifes new/used truck to get detailed the other day and they did the same thing, when they said that they had to special order a mirror and it was going to be 2 weeks I politely declined and said that the GM dealer has one in stock for 120. How about you take 120 off my bill and we call it a day. They were cool with that and did a good job on the detail so I gave them my 2008 tacoma to get detailed and day later they call me and tell me it will start with the auto start but not with the key.

 

The guy said he would have his guy look in to it but I didn't want any detailers poking around in there. I dont know how or why or what but the ignition switch came unplugged.

 

Now the question is do I send the 3rd truck over?

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  • Have you checked out Joe's Latest Blog?

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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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