Well I can have it for you maybe next week! But it needs to be done NOW!!
These are the dilemmas we face in the small tech world or a small auto shop.
Too much work of varied kinds, the delay in getting parts or the time to do little things are barriers to talking to customers and setting expectations.. Thank the tech gods for good planning and a system to get these and many more things done.
I worked at a dealership that had 3 technicians. We handled most of the Dodge sales for the Utah Valley for a long time. The shop hadn’t grown much since it opened in 1916. Three mechanics with 10 to 12 jobs to do on Monday morning is more than some can handle but we did! I had a very good crew one man for Transmissions and engines, one Great General mechanic and one who liked soak up all the Gravy Work (brake Jobs, Tune-up and New Car Prep) he could. I knew this would not suffice!
I started not having appointments to work on cars but an appointment to drop one off and get a ride home or to work.. Our Long time customers would get a loaner, Warrantee repairs a rental (at the factory expense) Most of the repairs happened within a day but the few that would take longer special arrangements had to be made. First I told them “the job will take about a week” I knew Doug could do the transmission in a day maybe 2 we had always ordered extra parts for the job so waiting on a parts shipment was no big deal. The customer would accept the wait as he was in a loaner and didn’t have to worry about anything.
Doug had already diagnosed the issue (pretty much al the same problem with the a-604) with the parts in stock he went to work. I would have the car detailed inside and out either during the job or right afterward. 2 days later we called the customer, to come and get the car.
Wait a minute! “You said it would be a week” Well yes I did. “We were fortunate enough to have an opening in the schedule” I would tell them. Then our lot man cleaned up for you because this is such a messy job. Now I have done it! I have delighted someone without even trying.
Setting expectations and delivering on them is one thing. Exceeding those expectations is something else entirely!
Subscribe to:
Post Comments (Atom)
.JPG)
1 comment:
I can understand that sort of thinking in an auto shop. When I was first trained as a service adviser, I wanted to give my customers as small a time frame as possible (because I knew it would take that long to begin with) so they would not feel inconvenienced with the repair. What I failed to understand was that it set a very high expectation that we actually meet that specified time.
I didn't have nearly enough experience in customer service to realize that in setting what should be a reasonable amount of time even when you know it'll be done sooner. That's something I need to grow more comfortable in doing, even though I know it would irritate me to hear some of the vague time frames we give our clients. It's in our best interest as a company and sets us up to exceed expectations when we meet the time or complete something earlier than they expect.
Post a Comment