02 Feb What’s Driving Customers Away From Dealerships and Into Independents?
In case you missed the first episode…
For the last two weeks, we’ve been talking about The Carlisle Technician Study, which is a fascinating study that outlines the barriers between service technicians and service advisors, looking at the reasons why customers switch between dealerships and independents.
If you happened to miss the first part, go back and watch it first, because Jair told a fascinating story about seat belts that you can’t miss.
We talked about shocking stats we learned from The Carlisle Technician Study like
• 43% of repair orders require additional clarification from the service advisor, costing each tech 30 min per day of follow up time.
• 33% of customers are provided an unrealistic amount of time for the service.
• Service advisors reported that customers get a realistic timetable for how long the service on their car will take 83% of the time
According to the study, the number one reason that would make someone switch from their dealer or repair shop is because their car wasn’t ready on time.
Seriously, can you afford to miss information like that? I gotta say, it really, really matters what service managers tell their customers. The consequences can be disastrous if the information they share is incorrect.
Okay, moving on…
In this weeks show, part two of our discussion about The Carlisle Technician Study, we talked more about the two biggest issues we’re facing with the technicians:
1. The lack of communication between the service advisors and the service technicians
2. The growth of Quick Lube, which has resulted in the least qualified technicians getting the most work while the skilled technicians get less.
This epidemic of breakdown in communication between service advisors and their service technicians is causing a bleed of time, money and the loss of customers. The service technicians feel frustrated and disconnected. This breakdown and loss of clientele to less-skilled technicians causes them to leave the business, further intensifying the problem.
So what’s the answer?
If you want your auto repair shop to thrive and prosper, then the following things need to happen:
• Create GOOD communication between your technicians and your service advisors
• Arrange training for your technicians
• Create a growth or career plan for your service technicians, giving them something to strive for
In order to fix some of these problems, I suggested getting the service managers and service advisors together, making them walk over hot coals, starving them indefinitely or only giving them water for a couple days. But Gary didn’t think that was the best idea for morale…
Since Gary had a more doable approach, we’ll go through his tips to keep service technicians happy, feeling included and protected from leaving the industry:
-It appears everyone could benefit from increased communication, and it’s up to each shop to figure out how to get their guys to operate like a functional, effective team. I always lean towards gamification, as I’ve found that to be the most effective tool to date.
-It’s critical to focus on the guys you have in the shop; that means you have to protect them. One way to do that is to slow down! Most shops don’t want to slow down their technicians because time is money, but if time and money are being wasted, then slowing down to improve communication and clarify repair orders becomes vital.
-In order to retain your good service technicians, you need to provide a realistic career path for them. They need to get the kind of training that will help them be successful, and then reward them when they are doing well.
-TRUST. Whether you use gamification or trust building techniques, make sure your guys trust each other! The service technicians need to trust that the advisors are setting them up for success. The service advisors need to trust their technicians that if they give them clear instructions, the technician is going to work both hard and fast to complete the order on time.
Basically, the system has broken down. In order to rebuild, it requires everyone getting real clear on what each job requires. Then, how to work with the next guy in line to make sure he gets what he needs, so we can return the customer’s car on time and repaired correctly on the first go.
We know that if these things don’t happen, you’re going to lose the customer. It’s imperative to get the job done right and on time!