Creating systems and procedures is critical for any business, and there is no “one size fits all” option since every shop has a slightly different culture, client base, and regional fluctuation. There are, however, some universal parts to build on. Think about the life cycle of a client visit (also known as a work order life cycle).
From the initial phone call or web-based appointment to the follow-up text or email asking for feedback, there are some points we all need to hit consistently to provide the same service to every client on every visit. This doesn’t happen accidentally. It comes from creating systems and procedures that every staff member, including the owner, follows every time. Think of your favorite coffee or burger chain. They gained national popularity by creating a specific process for every item on their menus, so the final product is the same whether you order it in New York City or Garrison, Minnesota. They train all employees to follow those processes and ensure they are followed consistently.
Why is this important in a single repair shop? The client experience is a large part of why, but a more important reason for creating processes is to increase efficiency and productivity in your shop. Technician productivity is the No. 1 way to generate income; nobody has a job without it.
Let’s look at some of the technician time bandits.
Tool Trucks
I’ve heard shop owners and managers complain about the time their technicians spend on the tool truck since before I was in the industry! If each tech spent only 15 minutes a week on four tools trucks, you’ve lost 1 hour of potential production multiplied by each technician you employ. How do we remove this necessary evil as a pain point? I can’t tell you how to eliminate it, but you could work out a tool truck schedule with your tool providers by asking and answering a few questions:
- Do they need to show up weekly when bi-weekly or monthly would probably garner the same results? Most of them have credit cards on file to collect payments on accounts and could text your tech to authorize payments.
- Do they show up randomly? Work with these vendors to set a scheduled day and time window for them to come by your shop.
Organization
The storage location for items within your shop can be a giant production killer. Do you keep your service machines in a centrally convenient place accessible to everyone? Ask your staff for input on this.
I recently read about the Banana Principle. A large company provided fresh bananas and oranges in their break rooms. By 10 a.m., the bananas were all gone, and the oranges were left. After researching, they found that people chose bananas more frequently, not because the staff didn’t like oranges, but because they are easier to peel and eat. Humans will generally choose the path of least resistance, and if a piece of equipment is challenging to access, I bet that service gets recommended far less than if it was in a place that was easier to get to.
Interruptions
Asking a technician to handle minor tasks “real quick” can disrupt one of the shop’s primary revenue generators: momentum. The task may be fast, but the time it takes for your technician to get back into the groove of the repair or service is a far longer delay. Those small interruptions to check tire pressure or pull codes for an engine light have them returning to a job and needing to recall where they were the moment they left. Did they torque the bolts properly? Are all wires plugged back in? Add the time it took to wash their hands, complete the task that stopped their momentum, and getting back into the headspace they were in, and you have several hours lost daily. How much lost revenue through poor production did a “real quick” distraction cost your shop?
Take a look at these items this month and create processes, rearrange equipment if needed, and train customer service or service advisory staff to top off air in tires or check fluids to eliminate some of the interruptions. I’ll bet you’ll see happier technicians, fewer mistakes, and higher productivity.
