Quantcast
Jump to content


Where Do They Go? - - - So what do those customers do when you're to busy to get to their car?


Recommended Posts

Posted

Where do they go?

 

I've often wondered where all these "always in a hurry" people go when I'm too busy at the repair shop to get to their car the minute they show up at my door. At least once a day if not twice, I'll have a call or someone will stop by wanting me to drop everything and take care of their car the very second they show up at the service counter. Just the other day it was a Honda Odyssey.

 

 

 

"I need my SRS light turned off," he says in a very diplomatic voice.

 

 

 

"It will be about 30 minutes until I can get to you," I told him.

 

 

 

"I just need it turned off. I don't need it diagnosed. I'm on a tight schedule today."

 

 

 

"Everyone is busy right at the moment but it won't be very long until I can get to you sir."

 

 

 

He couldn't wait, instead he headed back out the same door he came in. "I'll be back tomorrow," he said as he pushed the lobby door open.

 

 

 

Tomorrow never comes... I suppose somewhere in the infinite number of "tomorrows" people like this guy are lined up to get their cars fixed. Oh, never mind that, sorry…, these kinds of folks don't want to wait, my bad.

 

 

 

I find it peculiar that someone would take the time to drive across town and expect some sort of service the second they showed up. What do they think this is an NASCAR pit stop? It's not like they are the only person with a broken car on the planet. I'm not saying it's not possible to take on a new project at a moment's notice but there are those occasions when there just isn't enough time or man power to accommodate everyone every time.

 

 

 

Let's take a look at it from a different perspective, say you're going out to dinner and when you reach your destination the maître d' tells you, "It's going to be about a 30 minute wait for a table.". Do you say, "I'm not waiting I've got a schedule to keep. I want a table now!" or do you wait? I would think waiting would be appropriate. You're at the restaurant so… wait, just like everyone else. Maybe I need to invest in some of those little pagers that vibrate and have those blinking lights on them. That way when someone wants "NOW" service I could take their name down, hand them a pager, and then I tell them, "It will be about 30 minutes for a service bay sir."

 

 

 

I guess I'm just not fast enough for some of them. Could it be their time crunch is too critical to wait? Was it my attitude or my laid back greeting "How ya doin', can I help ya with somethin'?" Could it be their general pace of life moves so fast that a mere 30 minutes would disrupt the rest of their natural life? Can't figure it out myself.

 

 

 

Maybe I came off a little rude, I know I've been to a few restaurants that I would put in the "rude" category and quite frankly the size of the tip would indicate that. Then I'm reminded of an episode of Seinfeld from several years ago about the so called "Soup Nazi". The guy behind the counter had such a horrible disposition that everyone was scared to say anything to him, but his soup was so good that people would tolerate his abusive personality just to sample his wares. I'm not that bad (Well, on occasions I probably am.) but I do take my job pretty serious. Serious enough that I want to make sure that I'm doing the best job for my customers, and doing something quickly usually means mistakes will happen, and often do.

 

 

 

It never fails if somebody wants something done in a hurry there's more to the story than just turning off a service light. This old quote fits these situations: "If the explanation of the problem is short, the problem is probably long and involved." - but- "If the explanation is long, the problem is probably small and quick to repair."

 

 

 

Case in point: A customer who was in too much of a hurry to leave his 94 Grand Am for me wanted to know what a couple of the "usual" problems were on them. I gave him a couple of the typical problems I've seen over the years on those 3.1 engine electronics. He hurriedly jotted them down and then shot out the front door and headed home to try them out. Several weeks later a tow truck showed up with his car on the hook. The entire interior was completely taken apart with the dash panels hanging by their wires. Looking under the hood I could see all kinds of new parts, coil, cam sensor, TPS, spark plugs, wires, etc.... But it still wouldn't start. By now he had given up on it and decided it was time to "wait" and see what I found out.

 

 

 

His novel of what he had done got rather lengthy. I had a pretty good hunch he's over looked something rather simple in his quest to diagnose this car. I turned the key on... hmmm, no service light, no gauge activity either, interesting... (Doesn't look like that new ECM lying on the passenger floor boards did him a lot of good either.) I'll check some fuses first. Wasn't hard to find the fuse box, it's on the end of the dash with the panels in the back seat. I checked the gauge fuse first... dead. No voltage. With all the other panels dangling around my feet the ignition switch wires were easy to find. Well what do ya know... a bad ignition switch.

 

 

 

If this guy would have waited for me to check it out a few weeks ago I could have diagnosed it then and saved him from buying all those components and tearing his car apart, but I guess that's what you get for being in a hurry. Just imagine how much leisure time this guy turned into a futile effort of car repair. I'd say he wasted a lot of his own time on this one.

 

As with most repair shops there are those days that it does get slow but even then there's still going to be some "wait-time" involved with any repair. It's not like a tech jumps in the car, pulls it in the service bay, opens the hood, tweaks a screw or two and you're down the road again. Things take time, It doesn't matter how much you'd like to hurry things up even an oil change takes time... you still gotta wait for the oil to drain before you can put the new oil in.

 

 

 

So where do they go? They must be still out there driving around trying to find somebody that can do it now for them. Maybe they are waiting for that special day to show up that they can get right in the shop without any delay. I still think the restaurant beeper thing would be a hilarious idea; I'm just not convinced the "hurry-uppers" would get the joke though. Maybe I could start a new policy at the shop that might get them to at least bring their cars in. I'll make up whole new calendar with my own days of the week. Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday, and Nowday. So anything you want done NOW... here's the day to do it on.

 

Nah, what's the rush... just wait for tomorrow.

 


View full article

Posted

I told a guy the other day that came by about 5 minutes before I was about to go home. "You'll need to bring it back tomorrow" I told him. My bad... I automatically put him on the list of tomorrow cars. Never seen him again. Seriously though... you show up 5 minutes before the resturaunt closes I'll bet you're not going to get served either.

Posted

another short story... long problem... same old. same old.

 

Thanx for the comments Joe.

Ur the best!

 

Great article! And so true!

 

Just the other day a customer came in and said, "I have no time, I need my crank sensor replaced, I know that's the problem and you need to do it now". I calmly told him that we have a room full of peolple waiting already (I motioned my head to the people behind him seated in my waiting area). He turned around to look at the other customers and turned back to me and said, "this won't take you long, I would do it mysef but I hurt my back recently". At that point he pulled the sensor out of his pocket. Now, a little disturbed, I said, "when were you going to tell me you had the part"? He was silent fo a few seconds and replied, "Is it a yes or no". I said "no", and he walked out.

 

So ,this guy is also out there somewhere in the ether searching and searching and searching....

Posted

When I was much younger and impatient I would go to a mechanical shop and when they said they could not get it today which was when I needed to get it done for various reasons, I would end up buying the part and doing it myself. They were simple jobs like changing out a reverse backup light switch on a manual transmission or a thermostat. I really wanted to pay to have someone do it, but the hassle of having to go back another day was not worth it to me and I had the ability to do it myself That's the important thing. Knowing your limitations!

 

 

  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      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.
  • Similar Topics

    • By carmcapriotto
      Summer’s heating up and so should your marketing! In this episode of the Auto Repair Marketing Podcast, hosts Brian Walker and Caroline Legrand get real about what actually works for shop owners when it comes to June marketing.
      From summer travel prep and cooling system services to creative promotions for Tire Safety Month and celebrating your hardworking team during Automotive Service Professionals Week, this episode is your go-to guide for planning ahead and filling those bays.
      You’ll also hear how to make the most out of offbeat holidays (like National Donut Day or World Juggling Day), how to promote community involvement without sounding like you’re bragging, and why some services (like AC repair) don’t need a discount to sell like crazy.
      Packed with fun ideas, real-life shop stories, and actionable tips, this episode is everything you need to kick your June marketing into high gear. 
      Don’t miss it, hit play and get inspired! 🚀
      Thank you to our friends at RepairPal for providing you this episode. As shop owners we were part of RepairPal’s Certified network and you can learn more at RepairPal.com/shops 
      Revolutionize Your Shop
      Want to revolutionize your marketing? AppFueled does it all—email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.
      Lagniappe (Books, Links, Other Podcasts, etc)


      Show Notes with Timestamps
      Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
      Network of shops are trusted by millions of customers each month. Learn more at
      RepairPal.com/shops.
      Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love.
      Lagniappe (Books, Links, Other Podcasts, etc)
      Panhandle Eurotech
      Show Notes with Timestamps


      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By JustTheBest

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Want to create marketing that actually excites your customers and keeps them coming back for more? In this episode, host Brian Walker and co-host Kim Walker sit down with Robert Morton from Panhandle Eurotech to uncover how a simple treasure hunt turned into a marketing powerhouse, boosting website traffic, improving SEO rankings, and creating a stronger connection with their community.
      Robert shares how his shop designed a treasure hunt that got people actively searching for clues, engaging with their website, and following their business more closely than ever before. From increasing customer interaction to enhancing their shop’s online visibility, this strategy has proven to be a game-changer.
      You'll hear wild stories from past treasure hunts, how people got hooked, and why this strategy keeps working time and time again. Plus, we dive into the impact of gamification, creative ways to engage your audience, and how to build a marketing strategy that actually works for your shop.
      Don't miss this episode, tune in now and start thinking outside the box with your marketing! 🚀
      Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
      Network of shops are trusted by millions of customers each month. Learn more at
      RepairPal.com/shops.
      Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love.
      Lagniappe (Books, Links, Other Podcasts, etc)
      Panhandle Eurotech
      Show Notes with Timestamps
      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 


      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By JustTheBest

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Changing The Industry
      Episode 212 - The Role of Technology in Modernizing Auto Shops with Monique from Shop-Ware


  • Our Sponsors

×
×
  • Create New...