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Photo courtesy Ben White on Unsplash
Have you ever played the game “Telephone”? You start by lining up a group. Then, you whisper a sentence into the first person’s ear. They then whisper the message to the next person. The game continues until the message gets to the final person in line, who announces out loud what sentence they heard. It is often much different from the original sentence. Quite the exercise in communication!
At You Net Results, we know this game shows what happens when messages, systems, and processes are undocumented. Just like in the game of “Telephone,” something can get lost in the telling. When you don’t write down instructions, client comments, or repair orders, this is inevitable.
In auto repair businesses, it happens like this:
The Customer tells the Service Advisor something. Time is short. The Service Advisor doesn’t write it down, but they repeat it verbally to the Technician. The Technician may also skip documenting it, so they present the Service Advisor with new information.
The Service Advisor then reports to the Customer via phone. More back and forth happens, and then the Customer picks up their vehicle. Later, the Service Advisor is surprised to read the Customer’s one-star review. Why? Communication was not clear. They lost something in the telling.
Do you see how simply repeating verbal information can lose accuracy? It is obvious how the customer felt wronged. How can your team reduce miscommunication? How can they improve clarity?
The answer? Use transparent systems and processes to document all communication. Enter repair issues through DVI reports, notes in your CRM, text messages, recorded phone calls, and other exchanges. When you do, you will reduce your chance of poor reviews.
At You Net Results, we dedicate hours of training to communication. Our coaching sessions help prevent mistakes and lost details. To learn more, contact us for a free consultation. Brian Gillis will discuss your business strategies and ways to improve revenue and company culture.
Management Process Webinar
In this clip from our Leadership Process Webinar, Brian Gillis explains silent thieves in the form of poor systems and processes. These thieves can cause our automotive repair shops to literally bleed money! Listen up to learn what areas of your shop that these burglars could be lurking in. Then, join us for future sessions to see how we can identify them and kick them out the door, for good!
Silent thieves in your auto repair shop may not be as obvious as a technician stealing tools!
Every shop is unique, but, generally speaking, we all have weak points in certain areas. These poor systems and processes may include:
Luckily, You Net Results offers weekly rotational meetings you can join, in order to focus on these specific areas. Through group calls, as well as written systems and processes you can customize for your auto repair business, we can work together to stop silent thieves dead in their tracks.
Finally, Brian lists six steps to get started. Put these steps into place in order to build your own Leadership Process. Real change in business can only be made from the top down. Are you both ready and willing to do what it takes to implement change? Put these six steps into practice today, and get on the road to improvement:
You know that you need to kick these silent thieves out of your shop, but you’re not sure where to begin. Why not schedule a FREE business strategy session with Brian, so you can discuss your needs? You’ve got nothing to lose, so sign up today!
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