Mobile technicians offer service and expertise that many shops don’t have in-house. Developing a system for collaborating with them is key to being more efficient, and ultimately, offering a better service to your customers.
Over the past few years mobile technicians have become more prominent. Their availability, expertise, and ease of door-to-door service has allowed shops to avoid sending cars to dealerships, therefore becoming more cost-effective. However, developing a strong and reliable working relationship can be challenging. Matt Skundrich, owner of Mad Programming in the greater Orlando, Florida area, takes a personal and somewhat “old-fashioned” approach to his service: “I like to talk to people and work with shop’s technicians. I’m very relational.” The exchange of information between the shop and the mobile technician is one of the most important parts of a job. For both parties maximizing billing time and hours is an integral part of the process. Performing the repair in the least amount of time allows both parties to maximize their profits.
In the world of information that we live in, it’s ever-so-relevant for the shop to share with the technician, in the initial request for service, as much and detailed as possible. As Skundrich states: “sometimes simple information as a cylinder misfire can help me understand what the vehicle needs before I even reach the shop.” Mobile technicians are often called upon when there’s a problem that cannot be addressed with the shop’s own resources, or even when the shop has already tried to fix the issue. Skundrich, a seasoned mobile technician, always prefers to have the full, undisclosed information prior to on-site arrival, even when the shop preempts the problem. “Some shops will call me before addressing the problem and ordering new parts and ask me to come visit them beforehand,” says Skundrich. While this may require more than one visit, which is not common, it can ultimately help find the solution faster.
Communication on the First Call
Providing the mobile technician with the largest amount of information upon the request for his service will almost always expedite his visit to the shop. Skundrich emphasizes the importance of principal information such as the year, make and model of the vehicle in question. In the case of a programming service request, the module information, what type of fix has already been performed or attempted, as well as the provenance of the replacement parts supplied, is necessary information.
Preparing for the Visit
Time is money, and in the case of auto repair shops, both mobile and on-site, that’s a truth well told. While a mobile technician’s service is requested to perform repairs that the shop has not been able to do, or attempted to do, there are small aspects that can facilitate the visit of a mobile technician. Overlooked in many cases, having the battery of the car charged, having a minimum amount of gasoline in the car, or creating a safe place for the technician to work, are all fundamental in making the repair faster and easier for everyone. Skundrich states: “Treat your mobile technician in the same way you treat your customer. Anything that makes my visit easier makes me want to come and service your shop faster and more often.”
A Wealth of Information
Most experienced mobile technicians have a network of peers that they can rely on when they face a challenging repair. This network of informational exchange often allows them to share scenarios, experience, and potential solutions for problems. As Skundrich notes: “I have a big network of mobile colleagues and when I run into something there’s always a plethora of potential solutions to pull from.” When a shop hires the service of mobile technicians, they’re benefiting from the network that they have, and a wealth of additional experience that comes with them. Dealerships offer solutions, but sometimes lack more detailed aspects of coding and programming. As Skundrich says: “Noting is 100%, but when a shop calls me with a known issue, I tell them that I can solve 80% of the problems.”
Additional Services and Cost Maximization
Most auto repair shops cannot offer 100% of the services that their clients may require for their vehicles. Sometimes this has to do with the cost of the required equipment and the ROI figures that would make a high-value equipment purchases valid for the amount of potential work that shops can generate. In other cases, mobile services can offer additional services such as key cutting and programming that will ultimately allow your shop to offer a complete customer experience.
