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
