davidpass
Forum Replies Created
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You certainly can write a book about that and many have been written. However. It does start at the counter. When the customer drops the vehicle out, you estimate the diagnostic charges. Whatever is the amount. It is then that they will decide if that is fair and wish to continue. From the beginning they are expecting to pay for diagnostic charges. IHTHY
David
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Hi There it sounds like you have the need to have some help in several areas. First of all , do not sweat the technicla questions. They are going to happen, and you will not have the answer. In those cases, you simply state that you will find out the answer to the question. The customers will respect your answers much better than if you try to answer the question and try to wing it. Next, it sounds as if you could use an apprentice technician and a part time office clerk. During the course of the part tmie office clerk, he/she could make follow up calls . first call the customers from the previous week, just to thank them for their business. Next Reminder follow ups via phone, text email video chat etc for PM reminders and also Service Recommendations that were previously declined, or rescheduled. This will greatly help stabilize your work flow. The apprentice tech could assume some of the responsibilities from your husbandd to provide him some relief, Ie clean up, trash, source parts, pick up parts, deliver or pick up vehicles. I would be happy to communicate with you and help you in any way that I may. My email is davidpassmore17@gmail.com Good luck!
David
Cheryl Lindbeck wrote:
> My husband and I run our own shop, he’s the only tech, I work the office. We’ve been struggling with efficiency lately. For example, I do most of the scheduling and try to keep the hours at a certain amount each day without overwhelming him but there are days he feels overwhelmed because there is just too much work for just one tech (days when a simple inspection turns into a couple of hours of work). (we are not in a position to hire another tech yet).
> Most jobs, he’ll check the vehicle out, call for parts pricing and bring the RO in for me to finish the estimate and call the customer for approval, however, I’m a bit technically challanged and often times have questions on what is being repaired and why it’s being repaired (questions customers seem to ask when I call them for approval). Is there anything out there that can help me have a better understanding of repairs, such as what does that part do, why should it be repaired and what happens if it’s not repaired? Interrupting him to ask questions many times pushes him behind on work, so I’m trying to teach myself as much as possible.
> We’ve taken management courses in the past with very little luck, so I’m very hesitant signing up for any more courses at this point. I’m right across the street from our local library, so any suggested reading materials that might help me (but not overwhelm me) become a better service writer, scheduler, accountant, etc, would be appreciated!
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Yes each day. From 7 to 7:15 am. It really helps . we I recommend this to a facility and we implement the meeting, there are always a few that like to heckle, but I will guarantee that production and efficiency will both go up. If the guys dont have a target to shoot at, then they are wasting ammo. When you zero in and fire a few shots, you evaulate where they hit in relation to the target. Then you can adjust to hit the Bullseye. What is you shop production goals? Tech goals? Team goals? Do you have any? Now sometimes this is a tool that you hate, but in the end it is about production and efficiency…IHTHY
David
Dan Goninen wrote:
> do you do them before starting time the morn?I Have a couple techs that arent early risers,but are good techs.
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I recommend a 15 minute or less meeting in the morning. We discuss shop and technician productivity for the previous day. This gives a collective idea of where the shop and technician stands compared to goals. Also talking about a safety is in each meeting. Some small tidbit to refresh. Also the techs have an opportunity to discuss any problems/ questions they might have about parts, service etc. Also a quote of the day. It works well as long as it is performed consistently…
David
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Yes indeed, quoting things like packaged menu items, tires, etc are common. However if you get a call about say brakes that are metal on metal if a different case. thanks
David
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I agree completely. There are people who are always going to quote price. Offer free diagnostic, towing with repairs etc , explain warranty and do it graciously. And sometimes it is price, but quality is always the “King” Thanks
David
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Forum , Ther are lots of great ideas here. I belive that the best approach is to let your supplier know about your service issue. If you order online, track the time and ask the driver to document the time of delivery. Present this as evidence. Time is money as well as efficiency of the shop, bay and technician. Our customers value their time almost as much as their money. Use the suppliers that are going to best enable your business to succeed. Thanks
David
