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March 15, 2010
Tune-ups
They’re Not Just for Cars Anymore…
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Do you know exactly what’s happening inside your shop?
For many years, I worked as an auto service department “fixer.” I’d go into shops that were behind on their accounts, repair the damage, and retrain people.
I worked with the shop staff, not the owner, and I know that employees seldom act the same way when the boss is around. I saw habits that cut deeply into productivity and customer satisfaction. In each case, the shop owner knew something was wrong, but couldn’t pinpoint the problems.
Does your shop need a tune-up?
Watch for these:
• Customer communication issues: These are common if the customer talks to a service advisor, who then passes information to the tech. It’s even worse if you have a separate parts department that adds a third person to the mix. I saw the customer’s complaints incorrectly described to the technician (usually because the advisor didn’t write everything down); advisors “pre-diagnosing” the problem, so the tech wasn’t necessarily fixing the right problem; neglecting to call the customer when backordered parts came in; and not calling as soon as the job was finished. In one case, the customer sat an extra half-hour in the waiting room because no one thought to tell him his car was done!
In a busy shop, a simple solution might be old-fashioned pen and paper, which often prompts the memory better than a computer screen will. Have a list of the day’s customers on the service desk, and give it a glance regularly. If names aren’t crossed off, ask your staff for an update. This will get them in the habit of following up. If it’s an all-day job, call the customer halfway through with an update, which goes a long way toward customer satisfaction.
• Smoke breaks: How often and how long are your employees stepping out for a puff? I counted one who, in addition to her scheduled breaks, racked up an extra hour over the course of each day outside the back door. To her, it was “just a minute out there.” But cigarette or not, be sure everyone steps away from the job momentarily but regularly throughout the day: it improves overall productivity. Check the stress level on busy days and, if possible, throw in a few minutes of extra down time.
Watch for consistent time offenders. An occasional slip-up is normal, but someone who’s always three minutes late from lunch is stealing 15 minutes of your time every week.
• Don’t ignore squabbles: You’ll feel like a babysitter at times, but there will be personality clashes. Left untreated, they can affect productivity and even customer relations. And remember that you’re not immune. Don’t target an employee you personally don’t like, and try not to play favourites, which can cause resentment among others if you take it too far.
• Too-rigid rules: One shop’s owner hit the roof if a phone rang more than twice. As a result, customers at the counter would be interrupted two or three times as the advisor cut them off to pick up the phone. One finally turned and left. If customer service is an issue, you may need to retrain your staff, or add an extra body to better distribute the workload.
• Inspect the final product: Check vehicles occasionally before they’re handed back. Is the steering wheel clean, are the grimy paper floor mats gone, and have all tools been removed?
Smooth-running shops don’t happen by themselves. It takes good employees, but it also takes a good boss. Don’t micro-manage, but don’t stand too far back: make sure you know exactly what’s going on, and you’ll see the results.
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Jil McIntosh