Consistent, quality inspections are at the heart of a successful automotive shop, according to an industry coach.
Speaking to the Automotive Aftermarket Retailers of Ontario, Alan Beech, an aftermarket coach and consultant with Beech Consulting, shared insights on how a strong inspection program can lead to higher average repair orders, increased efficiency, and happier technicians.
“Inspections will be the toughest thing that you as a shop owner do in your business,” he explained.
However, it’s essential shops stay on top of them to ensure inspections are being done properly.
“And as soon as complacency sits in on your inspection program, then you’ll start to have problems; you’ll start to slide,” Beech said. “It’s going to be the part that needs your constant work.”
That’s because the value it can bring to your shop is great. He told the story of his son-in-law’s shop as an example of the impact thorough inspections can have on revenue. By making inspections a priority, his son-in-law’s average repair order rose from $600 to $950, boosting the shop’s efficiency and profitability.
“So you’re all of a sudden packing all these hours into your shop, and the profitability of the shop just increases,” Beech observed. “And the loyalty of your customer increases because they’re seeing quality work being done. And your technicians are so much happier. It just changes the whole thing.”
He also stressed that a well-communicated inspection process can foster loyalty. When customers understand the safety benefits, they’re more likely to approve needed work, reinforcing their trust in the shop. For those who resist, Beech suggested taking the time to explain how the inspection is a standard, complimentary service meant to ensure nothing is missed.
An inspection should take 40-45 minutes. If you’re a fast-moving shop, then you’re going to have trouble getting this done, Beech warned. The front counter is going to be pushing for the tech to get it done faster so they can move on to the next job. And if they move faster, they’re more likely to miss something. But making the time is worth it, he noted.
“If you’re getting a three- to four-hour work orders out of something like that inspection, then you can easily pay for your time [to do] the inspection,” Beech said.
Image credit: Depositphotos.com
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Comments
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Your theory doesnt make sence Alan. A brand new car may be inspected in 15 minutes with items still possibly being missed, while older cars could take up to 3 hours to check with items still being missed. You state 45 minutes to properly check a car, but if you spend all day inspecting over repairing your losing revenue not increasing it. You even state yourself its bogus saying, “Inspections will be the toughest thing that you as a shop owner do in your business,” Why would I want to implement something in my business that is the toughest way to increase revenue? Digital vehilce inspections can not be done in a time efficient manner giving consumers false reassurance of their vehicle and possibly make your shop look incompetent. It is a process of upselling and gouging which will eventually fall by the wayside! No Thank you.
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We have been using the digital inspection format for several years now. It has been very successful in building great long term customer relationships. They are all done well within Alan’s time frame. The inspections force the techs to perform a complete inspection so nothing is missed which the SERVICE ADVISOR uses to sell work. Professional shops all use Alan’s system with success. Customers have come to expect the report on their vehicle. The important thing we use on them is to promote what is good on their vehicle.
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Well Bob, you know I have to retort to that. I think I run a very professional shop as well, and I don’t use anyone systems that promotes upselling and gouging the consumer or Delusions of Grandeur. Digital Inspection platforms in my opinion are not only too expensive and time consuming but as Alan has stated are difficult to implement properly, most likely due to technician’s acceptance. Upselling report ideology has been around way before they became digital. I guarantee your technicians do not know every defect and every quirk on every make and model vehicle that should be inspected for a proper report. My customers know their cars better than I do because they drive them everyday. They may not inform me of issues but they know when their has been changes in their vehicles drivability conditions. They don’t bring me their cars to inspect what does not need repaired, that’s ridiculous. That’s not saying I do not check their cars over during services and inform them of issues. I’m just not giving my customers a bogus report of O.K. check marks with an overwhelming possibility of missing something. While all you professional shops jumping on the next band-wagon to increase revenue, my views are for the next generation to decide how they want this industry to evolve. I want the next generation of shop owners to be successful keeping more of a piece of pie in their pockets not generating all the revenue and wealth for everyone else in this industry.
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We have had a proper inspection system in place for over 20 years. It was a printed checklist simple and efficient.
5 years ago we went to a digital process which our clients love even the not so tech savvy ones.
With manufacturers extending service intervals we don’ t see our clients as often as we once did
It is just good customer service as we strive to keep our clients vehicles safe and reliable.
Every year millions of dollars are lost because of unrealized maintenance, I suggest the root cause is an inefficient inspection process.
This is not up selling or gouging it is performing required maintenance and repairs.
In fact our clients rely on our expertise and advise as you would your doctor. -
Bruce, I am impressed you have never had an item missed on a customers car in over 20 years because you have an inspection process in place. Have you never had a technician install seasonal wheels with one tire being low in pressure? Instead of the technician pulling the wheel back off and checking for leaks, they just top up the air pressure and send your customer on their way. This is a human error issue that will not be resolved by any kind of inspection. Many technicians have done this including myself numerous times before I realized this was wrong and I was failing my customers. Now I check the tire pressures before I install them on the vehicle and if one is low, it is checked for leaks and repaired then installed. Even if its the last car on a Friday. We have all seen cars come into our shops with items being recommended that are not needed, or items being missed whether it happens from human error, incompetence or stealing. Digital inspections cannot prevent this. Yesterday I was working on a blend door issue for no heat and checked the plugged cabin filter while I was in there. The customer was not happy with the shop that just performed a digital inspection on his vehicle on his last service. Last year I had a customer come in that paid for a digital inspection in Alberta before he returned back to Ontario. He informed me, crossing the Ontario border, his transmission went out of his car. He was not happy with the results of the digital inspection. I recently repaired a power steering cooler line on a Dodge Caravan. The customer returned shortly after with an oil leak hoping for warranty, but instead his oil filter housing adaptor needed replacement. He didn’t mention an oil leak before his power steering started growling. Would your technicians of caught that, because I didn’t. I’m just glad I didn’t give him a full report of good health on his vehicle. Millions of dollars of lost revenue from unrealized maintenance sounds alarming but in comparison of the billions of dollars being made from repairs, is it really an issue? You can pretend all you want how a checklist benefits consumers, but the bottom line is it’s in place to create revenue. Surely I am not the only one in this industry with these views. I’m just the only one voicing them. Maybe the others are to afraid to stand up to you elites and are embarrassed they are not running their business as efficient as you guys are, or maybe they just don’t care and are too busy running their own businesses. Tell me this though, if you elites are running such a great business model; why are you still fighting for the “Right to Repair”? Why do you have technician shortage issues ? Why Bruce, are you leading the charge for us all to increase labour rates? Which is called price fixing by the way. I am not trying to be a jerk, I am just voicing my opinions and if your offended by them, oh well you don’t effect my business.
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