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Traditional business management training can get you started but it won't fully prepare you for the unique world of Automotive Service and Repair.

For that, you will need some 'insider' information that only experience teaches us.

The following articles deal with a wide range of unique subjects related to managing a business in this industry and offer the viewpoints and opinions of specialists from all levels of this industry...including yours.

Enjoy!

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Customer Management

Customer Management

A segment from Automotive Business Concepts By Bob Paff

Yes, I call this segment "Customer Management" because that's what it is.

You have in place systems to control or manage cash flow, inventory, and manpower but is there a system in place to manage your most valuable asset; your customers?

Without them, you simply don't have a business.

'Must Have' forms

Here are some forms and things that you can print out and use. They are designed to save time and money or to prevent problems from happening.

They are also to support why you must charge for your services.

They are all free to use, compliments of Bob Paff and ASBN but I will ask you not to distribute them to other businesses, but rather direct them to this section for their own copies. This way we can properly track the popularity of the item.

If you have an item that is useful and would like to have it available for other shops, please let us know and we will be happy to add it to the list.

DRIVABILITY SYMPTOMS	Diagnosing a drivability problem can sometimes be difficult especially when you don't have the correct information from the customer. This form asks the correct questions the technician requires to help zero in on the problem quickly and efficiently.
DRIVABILITY WORKSHEET #1	This form is used as a guideline for the tech to record his findings at the time of testing. It's surprising how many customers think that just waving your hand over the engine should tell you what's wrong. Using this form will not only save the results for future reference but will also will help justify your professional fees and help remove 'opinion' from the facts
DRIVABILITY WORKSHEET #2	This is another version you may prefer.
Do Not Start	A warning sign to be hung on the rear view mirror for all to see to prevent a major incident. Note; Have this sign laminated and attach some light plastic chain (available at most building supply stores)
DO NOT DRIVE	Another warning sign you may want
BRAKE LATHE BIT CONTROL	This is a great form to get the most life from the cutting bits on your brake lathes. Note: For those double sided bits, write the letter f (F) on the 'date' line when it was flipped and then continue as a new bit for rotation.
ENGINE INTEGRITY	Use this form as a separate procedure for determining how good the engine is mechanically. This procedure can be sold to the customer as part of a pre-purchase inspection package or to determine if it's worth continuing repairs to a vehicle as part of your customer service program.
SUGGESTED MAINTENANCE SCHEDULE	It is so much easier for a customer to maintain a vehicle by time rather than having to keep an eye on the odometer. So, why hasn't anyone worked with *time* instead of mileage? It also makes it possible to schedule future appointments for your customers much like a dentist does. Here's a hand out for your customers that just may help.
SHOP MAINTENANCE 'TO DO' LIST	Hoses need mending, hoists require servicing, all of these items someone has noticed but will be forgotten when there is time to do the repairs. Post a 'Shop To Do' list in a common area that's easily accessed. Instruct everyone to add what they see to the list at the time they see it. Don't wait until later to ad it to the list because it will be forgotten about.

Vehicle Inspection Packages

Performing accurate and consistent inspections is a basic part of vehicle servicing every day. Inspection forms are supposed to be a tool that develops consistency, maintains accuracy, bridges the communication gap between the floor and counter, and makes money for the business.

But, many shops do not use inspection forms because they are;

1) Difficult to use.

- they do not flow to match the normal steps an experienced tech would take while performing an inspection. Having to search a form for something already inspected wastes time and flipping 'fold out' forms with greasy hands is certainly not practical.

2) Incomplete.

- many forms miss small items that end up not being included with the estimate. This again loses money for the shop.

3) Difficult to manage.

- oversized forms are difficult to make copies for customers or as attached documents.

So, I created a set of inspection forms that are easy to use, highly detailed, and just may suit your needs.

There are two packages; the first is in color for those of you who prefer color and the second is in greyscale.

View them, print them and test them out.

Why should you use inspection forms?

You are doing inspections every day as part of your 'normal procedures'. Some of you are charging for this service and others are offering it for 'free', but there really shouldn't be any difference in the thoroughness of an inspection of a given system. The only difference is whether you are doing a complete vehicle inspection or just checking one or two systems like brakes or front end.

It appears that for many shops, the only difference between a "Pre-Purchase" inspection and "Can you give my car a check over while you're doing the oil change" inspection is that one you charge for and the other you probably don't.

There are a few solid reasons for using forms when doing inspections;

Maintain accuracy of the inspections. Regardless of what type of inspection you do, the customer assumes it was accurate. How often has a technician been told to take a quick look at the brakes while he's doing something else and reports that the pads are on the 'squealers'? You then report to the customer and are now scrambling to give him an estimate only to find out later that he needs calipers and rotors. Do it right, the first time.
Create a record of the inspection. You do an inspection, but there's no guarantee the customer is prepared to buy the suggested repairs. Giving him a copy of the report and maintaining one for the file will allow you to revisit the details at any time without having to redo the inspection or trust someone's memory. It also eliminates the customer from returning with his own version of what was needed.
Increase the return rate. Here's a statistic; If you are the first to notice, inspect and estimate a necessary repair, there is a 90% chance the customer will return for you to do the job, especially if no other shop noticed it. Also, what you say to a customer is considered 'your opinion' but if it is written it is considered closer to 'the truth'.
Add perceived value to your services. Customers really have very little concept of how complex a proper inspection entails or how many parts a vehicle has, especially if you are offering the service for free. Giving him a copy of the detailed report may result in some appreciation for your hard work.

How to use these forms;

The first, and most important, is the VI (Vehicle Inspection). This one would be used mostly as the start form where a vehicle would be in for a general inspection along with a road test.

It starts with entering vital information that will be needed if any estimates are to be done as well as linking it to the work order, customer and tech.

It then wants info from a visual inspection so you can't be blamed for damage already done.

The main body of the form is designed to flow as a tech would naturally do the road test and inspection. You will note that when inspecting the different systems like brakes and front end, the VI form just gives the highlights of that system. This is done purposely because that information is the only detail needed if that system is in good shape.

If that particular system requires any repairs or servicing then the additional inspection form for that particular system will then be used. The main reason is so that all the details of that system are properly inspected and recorded.

This is so important for accurate estimating, eliminating missed parts, and misinformation. It also retains an accurate record of condition at the time of inspection for future reference.

If they suit your need and wish to have your own set with your company name and logo, let us know and we'll be glad to place your company info at the top, for a nominal fee.

Inspection Package (Color)

Inspection Package (Greyscale)