It may be well ingrained in automotive repair shops but the practise of moving customers’ vehicles in and out of the bays is one that needs to end, a shop coach urged.
Automotive coach Alan Beech told attendees of the Automotive Aftermarket Retailers of Ontario’s recent Trade Show & Training Event that it’s time to rethink the “quick turnaround” approach.
He shared his belief that shops should avoid becoming known as a “quick turnaround” operation as it doesn’t allow for a shop to be as successful as it could. A quick turnaround operation means working with customers as failures happen, rather than proactively managing issues that can be caught early on when time is instead given to a proper inspection of each vehicle.
By being known as the “quick turnaround” shop, the customer doesn’t expect to be in the waiting room very long. Image this scenario: You’ve performed an inspection on a vehicle. It’s time to talk to the client about what’s been found. But when you invite them to talk about it, they tell you they can’t and they’re going to go on their way because they have to get back to work, pick up their kid from school or one of a hundred different reasons because they figured they wouldn’t be at your shop for very long.
Instead, Beech recommends booking vehicles for the full day rather than rushing through services. This brings benefits for both customers and shop efficiency. A customer who drops off their car for the day is more open to recommendations and may approve additional work that contributes to vehicle safety and reliability. The shop can communicate electronically with the customer at first by sending details about the inspection, including photos.
“The customer says, ‘Since the vehicles there, let’s go ahead and get the work done,’” Beech said as the likely response.
He emphasized that a cultural shift away from quick turnarounds helps avoid rushed work and creates more time for technicians to conduct thorough inspections. It shouldn’t come as a surprise to the customer that the inspection will be done, either. The advisor should explain that the shop takes the step to perform a digital vehicle inspection to check safety and maintenance.
But what if a customer pushes back and doesn’t want the inspection? After all, the industry has a negative stereotype of trying to find work on a vehicle. Beech suggested gently reminding them of the inspection’s value for their vehicle’s long-term health.
And if a customer consistently rejects inspections or the idea of leaving the car for the day, his advice is simple: Let the customer go. Because you’re trying to build a book of solid, loyal customers. This one is clearly not going to fit in.
“Can I build a loyal customer when he just comes in for oil changes, and then he goes over to this [other] shop and he has his repairs done? Can I build on that? Is that part of my loyal customer [base]?” Beech asked attendees. “He’s not. And we gently and respectfully tell the customer, ‘You should go.’”
Image credit: Depositphotos.com
Related Posts
Comments
-
Due to parking challenges, I switched to this method a few years ago. During tire season, i cut my appointments down over 50%, and unless special arrangements are needed and made, all cars are left for the day. This has significantly cut down on the stress of tire season, and dramatically improved profitability during this season. Rather than rushing through cars for no money, we have time to properly inspect them and complete necessary repairs and maintenance. I wouldn’t do it any other way now.
-
First of all, I agree that consumers need to be educated that waiting for vehicle repairs is not a sensible option. Even a simple oil change can go south and take longer than the estimated time to complete. A stripped drain plug, unfriendly screws in the air box or a low tire pressure needing to be repaired, let alone required brakes or suspension work needing to be completed, are all items making waiting not feasible for the consumer. However; the automobile is North Americas sacred cow. It is our symbol of freedom and consumers do not want to give up their freedom or deal with the inconvenience of making other arrangements from their daily routine. So we have to accept that waiters are an annoyance to our business and do our best to accomodate them. People may be from out of town or are just too busy to be inconvienced. If we do not allow it, they will go elsewhere. If my customers would LIKE to wait then thats a good thing, because that is exactly what they are going to do. I am not going out of my way to make their stay any more convenient or comfortable for them. Im going to operate my business as if they left the vehicle and are not there at all. My waiting room is warm, dry and clean and thats it. There is no comfortable leather lounges, hot coffee or snacks for them. I dont want my customers enjoying my wating room better than their own homes. Ill be glad to shuttle them back home, to their work ,or the nearest mall. They eventually catch on. If they dont then it a good thing they LIKE to wait.
-
Secondly routine vehicle inspections can not be performed properly in a time according fashion, giving consumers a false reassurance of the condition of their vehicles. They are just a tool to upsell and gouge the consumer. There is no way I am going to mark down a component or a system of an automobile as o.k. and take that risk that it may have an unknown problem in the near future.The consumer knows their vehicles better than we do, because they drive them everyday. They know if there is a change in driveabilty or a new noise they havnt heard before. They may not inform you, just like not informing a dentise of a sore tooth to prevent an upsell of a filling, but they know when changes have happened. Thats why you need to do your due diligence and complete pre and post road test before any repairs even for a simple oil change. If you dont, you make get burnt when the customer pays the bill and asks ” Did you here that rattle in the front end?” or “I forgot to tell you my tire has been needing air frequently.” That is a way more of an incompetent awkward situation than calling the customer or going into the waiting room and informing them of a loose sway bar link or a nail in the tire needing to be repaired. Chances are they are going to respond “Thank you I have noticed that rattle recently or I have been topping up that tire lately” As for staying electronically connected to your customer a cell phone number will accomplish the exact same outcome as an expensive digital inspection software program. I can take a pic and send it to my customer. “You need front brakes $600” Finally sending customers away because they do not want to be upsold and gouged is the shops problem, not the customers.
Leave a Reply