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New Car Dealer Shows True Colors

Joe Marconi
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Tires Too Collaborator

Tires Too

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For what its worth, dealer or otherwise, it seems the parts quality has gone into the crapper and the suppliers wont work with us. I have a Windstar on the schedule today that is in for its THIRD wiper motor. Yes I will get another motor but no comp for labor. And the sad part is their is no alternative. A reman motor regaurdless of who it comes from is the same rebuilder (except maybe Ford).

Jeff,

We had the same issue with a Windstar last year, actually had a water intrusion issue. Check the cowling and make sure rain water isn't running into the motor.

Russ

FROGFINDER Rising Star

FROGFINDER

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Posted

The owner or gm of the dealer and i would be talking about that over lunch. When we buy parts we consider how easy it will be if we have a failure and have to return it as a defect. That gets spelled out before i buy it. Not helping me is not helping my customer and that is NOT AN OPTION!

 

Customer service ,parts quality and common sense are not very commen these days. B)

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    • Joe Marconi
      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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