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Sharing on what is being done to stay organized.

1. Having a good point of sales system.
2. Utilizing tablet technology for inspections.
3. Having great parts system in place for receiving and returning (cores, defects, wrong parts)
4. Using the work flow board.
5. Good line of communication between people.
6. Proven dispatch system
7. Notating when parts are expected to arrive.
8. Ensuring oil filter numbers on the work order when dispatching tickets

What is the one thing that every successful auto repair shop has in common? All of them provide their customers with a detailed Preventive Maintenance Inspection form, or PMI. How important is this form? YNR Guide Brian Gillis discussed the ins and outs of the PMI with Service Advisors on a recent Advisor Results Academy meeting. Watch and learn how this vehicle “bill of health” makes a difference in cultivating repeat business. This form effectively helps customers budget and create a game plan for needed future repairs and services. See how it builds trust yet?

PMI – The Name of the Game

Preventive maintenance is the name of the game when it comes to making a vehicle last longer. Do your customers want proof of how thoroughly you have inspected their vehicle? Then you need to provide them with a detailed Preventive Maintenance Inspection form. In short, a PMI.

This gives them the peace of mind that your Technicians have gotten to closely know their vehicle, both inside and out. Your Mechanics and Service Writers will recommend the services that they would perform on it if it were their own. Your front of house staff can then confidently present and review this PMI form to customers. This gives them the chance to either sell customers additional repairs on the spot, or plan out a timeline for those services to be done in the future.

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Benefits

1. Way to get some freedom
2. Prevents micro management
3. Relief of stress
4. Takes the burden off
5. Can focus more on the business and less in the business
6. Staff feels important and takes ownership
7. Less hours at the shop

Methods

1. Ask staff members where they see opportunities, and get buy in. Ask for ideas and input to improve processes
2. Provide parameters and allow decision making at different levels depending on position
3. In-depth team huddles
4. Teach staff that a presented problem should accompany ideas for solutions

How to follow up so that you don’t get burned by empowering associates

1. Audit tickets
2. Set parameters
3. Listen to phone calls
4. Inspect what you expect
5. Monitor the scorecard
6. Hold accountable
7. Show by example
8. Ongoing training
9. Own the mistakes we make
10. Be present / audit / checklist

Want to Sell More Repair Jobs? Learn From Tom Brady and Metallica (Really)

During the off season, as well as between games, NFL football superstar Tom Brady still trains and reviews game film. He is not required to, but he knows he has to in order to be the best. This is why Brady is a household name.