Quantcast
Jump to content


Joe Marconi

How a sloppy shop leads to increased comebacks, low profits and a decrease in customer satisfaction

Recommended Posts

Legendary College basketball coach John Wooden, would always preach to his players that it’s the details of the game that matters most. That worrying about the score was futile if the execution and the details of the game were not performed with consistency and to the best of everyone’s abilities. In other words, the score will take care of itself and the wins will come if every detail of the game is consistently executed properly.

 

In the shop environment, only worrying about getting the car done, without performing all the steps properly will lead to an eventual breakdown in your workflow system. It will lead to higher comebacks, lower profits and poor customer satisfaction.

 

To have a properly working workflow system, that minimizes comebacks, improves overall quality and improves customer satisfaction, requires paying attention to the details of the workflow process in a consistent manner.

 

Is the customer write up process done properly each time? Are the technicians following the workflow process and every checklist done properly every time? Are the technicians short-cutting the process in an attempt to book hours? And, perhaps the main killer of the shop environment and workflow: a sloppy shop.

 

Yes, a sloppy shop leads to a breakdown in the system. Disorder in the shop equals disorder in the workflow, which equals increased comebacks, increased chances of people getting hurt, unhappy customers and lower profits. Time is wasted finding tools and equipment. People tend not to care enough about the condition of the customer’s car because the shop does not put an emphasis on neatness and order in the shop. Cars will leave with grease marks, dirty floor mats and job details forgotten.

 

The first step in any process is the shop environment and that means shop organization. You cannot have an efficient workflow until you have shop order. Everyone must be held accountable for keeping order. And it starts with the tech’s work space.

 

Want to improve production, profits and customer satisfaction? Pay attention to the details, focus on quality, create a well-defined workflow process and maintain order in the shop.

  • Like 2

Share this post


Link to post
Share on other sites


Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Similar Content

    • By Joe Marconi
      A few weeks back I had a problem with my refrigerator.  I got a referral and called an appliance repair company. I called three times and each time I called this is what happened: "C and E appliance, please hold."  I was put on hold three times for about 5 minutes. After being put on hold each time, a women would say, "What's the problem?"  No engagement, no sign of interest for me the customer, no signs of caring.  I gave the women a brief description of the problem and each time she told me someone would call me back.  Well, no one did.
      So, I called for the 4th time, and as the person answered the phone I said, "DO NOT PUT ME ON HOLD."  There was silence, so I continued.  I explained to her that she has spoken to me three times,  I left messages three times and three times you told me that someone would call me back.  She replied,  "You are talking to the wrong person, if you have any complaints, write a letter to my boss, after all he won't listen to me anyway."  I hung up the phone and called another company.
      The lesson and takeaway here is simple: Who's answering your phone?  The wrong people on the phone in your shop can kill your business.  Have meetings with your people. Make sure you review your phone skills policy. If you don't have one, create one.  Empower your people to people to handle issues. And make sure you log every phone call. If you feel you have a problem, start recording phone calls. 
      Your phone is your lifeline to future business.  So, please ask yourself....Who's answering your phone? 
       
    • By Joe Marconi
      Shop production is a hot topic these days.  High production results in higher sales and profits.  But there seems to be so many obstacles to overcome to achieve high production levels.  
      I was discussing production with a few shop owners, and one shop owner mentioned that he recently hired a shop foreman; an “A” tech in his early 50’s.  The foreman uses his knowledge and skills to organize the work flow.  For younger techs, it’s even more important that they know how to work and keep productive.
      What are your thoughts?   Does anyone else have a foreman or similar position?  And how does this role affect production?
       
    • By Joe Marconi
      I am writing this on my last day of vacation in California, spending time with family. It took me a few days to totally relax, but made it a point to not look at emails or call the office.
      We all need downtime. I know there will be a ton of work to be done when I return, but I also know that the time away has recharged my batteries and I will be more productive.
      Being away from business and spending time with family puts things into proper perspective. You realize that a lot of the things you stress over, are really not as important as you think.
      Take time to enjoy life.  We all know how quickly time passes us by.   And remember, no one on their death bed ever said they wished they spent more time at work.
    • By Ron Ipach
      It's finally time for you to enjoy less stress and take more time off, all while putting more money in your pockets.
      Would you like to know how? After helping over 6567 repair shop owners achieve the shop of their dreams, I've put together my most anticipated Webinar yet:
      What The Top Auto Repair Shop Owners Know That You Don’t: 
      How a Small Minority Are Pocketing Six-Figure Incomes
      I'm Interested - Sign Me Up! Need More Incentive?
      On This Free Online Training Webinar, You’re Going To Discover: 
      The 4-step business model that’s been quietly converting struggling shop owners into multiple $100,000+ per year earners, while enjoying their businesses more than they ever have before… How making a few important shifts in your business RIGHT NOW will protect you from being swallowed up by the massive changes coming in the industry… Why most advertising efforts by shops today are a total waste of money…and where you should be focusing all of your efforts right now to attract the best high-quality customers to your shop… A simple process for converting those annoying price shoppers into paying customers…and selling your services at higher prices than your competitors… And much, much, more! Don't waste any more time, take the steps to change your life, and better your business!
      CLICK HERE TO REGISTER
       
       
    • By Joe Marconi
      I’ll never forget the day when Mrs. Obrien brought her car back for me to look at.  She was furious. I stayed late the night before, well into the night, to finish her car so she could have it for work the next day.  I even did a few little things on the house because I felt she may be a little inconvenienced picking the car up so late.
      Why did she bring the car back?  A comeback?  Well, not in the conventional way. It was the greasy smudge on her seat that she was angry about.  
      But what about me staying late? Or giving away a few minor services? Doesn’t that count?  She is upset about a grease smudge? Oh yes, and she has every right to be.
      The fact is, you can do the best repair, using the best parts, performed by the best technician on the planet. But what the customer sees is not necessarily your hard work, it’s that little greasy smudge that you are judged by.  Unfortunate and unfair?  Yes. But it’s a reality.
      Perform the best repairs and provide world-class customer service; and never forget; it’s the little things the customer sees. And that’s what important to them.


×