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Wait Customers; on the rise, or decline?

Joe Marconi

By Joe Marconi
in Customer Experience & Reviews

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bantar Community Regular

bantar

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I don't care if they wait, but it does not change their total time.   However, I agree with Frank, if something is going to go wrong, it's going to be on the waiters or those on a hard deadline.   Both of these are Jinxes against successful plans!   However, there are times when I'd rather they wait on a vehicle.   Don't want to take someone home for a .5 job.  In this case, we may reorder the schedule to make this happen.  At the same time, if they have their own ride, drop offs are always preferred. 

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bantar Community Regular

bantar

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5 hours ago, Transmission Repair said:

Wow, your former shop must not be located near any metropolitan area. 

We are in a northern suburb of Dallas, smack in-between 2 golf courses.  My receptionist uses Uber to come to work daily.  Her arrival time is variable.  I'm often texted copies of her map showing very few 0-4 Uber drivers in the morning in the larger general area.   On occasion, I do see people ordering Ubers and not have terribly long waits.  It all depends on availability at this moment.   I'll generally shuttle people home myself.  It solves most of our needs.

We have one loaner car and will offer/provide it if it will close a deal.   We don't offer it to everyone, but it helps.   I find it more useful to get us out of a pickle if we have unforseen delays and no transportation is planned.    I'm looking for the opportunity to another at some point and we have a hand-me-down van about to join the shop.  Wife needs/demands/desires a new car and doesn't like me fixing this one.

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      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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