Working in the dealership

[brain55]

Especially in a commercial situation, people want to know that the person they are communicating with A) Knows what they are doing, and B) Can be trusted to do the job properly and on time. They may swallow hard when they get the bill, but having the machine back functioning at 100% is what really matters.

I've read enough of your posts Brian to envision you doing quite well in this Shop Foreman role.

Enjoy the new job !

Rgds, D.

So true. I had a customer this week with a Bobcat E80 excavator that he bought on the east coast and had it shipped out here. It had some problems and the pin hole in the end of the dipperstick was oblonged and needed line bored and new bushings. He also wanted a Wain-Roy coupler and thumb. For whatever reason the sales department couldn't get the Wain-Roy thumb so we had to modify a Bobcat thumb.
Long story short, I kept him in the loop through everything and told him it was done on Wednesday. Thursday morning when I came in I found out we hadn't checked the circuit relief on the thumb. I got my tech on it as soon as I could. In my previous conversation with the customer he was still trying to put together transportation for the machine to his jobsite. About the time we started working on it his transport guy showed up. I had to call my customer and let him know I dropped the ball. He was okay with it since we had had such good communication and agreed it was worth our time to make sure those relief pressures were right even though the machine previously had a thumb. It was a good thing we did, whoever put the last thumb on never adjusted them and the circuit reliefs were over by 2000+ psi, it is possible that's why the dipperstick pin, bushings, etc were so torn up. Even though I made a mistake and cost him a day he is a happy customer due to the communication and that it was fixed properly.

Brian

 

[sandyc]

I agree...I can handle bad news but I get po'd with bad information or no information at all. My dealer keeps me up to date and in the loop...good for business!

Sent from my iPhone using TractorByNet

 

[pap71]

Brian, glad to hear you moved up the ladder. I was a tech for a GM and Honda dealership for over 30 years and know what that can do to a body. My back is still pretty good but my left knee is junk. I am happy for ya, keep up the good work. And like was said earlier keeping the customer informed through out the repair process goes a long way.

 

[ArtMech]

Just curious. Are the dealers in the US taking care of customer satisfaction? Example, does the dealer representative make a phone call to the customer within a few days after repair to find out if the job was done properly and a customer has no any complaints?

 

[3930dave]

So true. I had a customer this week with a Bobcat E80 excavator that he bought on the east coast and had it shipped out here. It had some problems and the pin hole in the end of the dipperstick was oblonged and needed line bored and new bushings. He also wanted a Wain-Roy coupler and thumb. For whatever reason the sales department couldn't get the Wain-Roy thumb so we had to modify a Bobcat thumb.
Long story short, I kept him in the loop through everything and told him it was done on Wednesday. Thursday morning when I came in I found out we hadn't checked the circuit relief on the thumb. I got my tech on it as soon as I could. In my previous conversation with the customer he was still trying to put together transportation for the machine to his jobsite. About the time we started working on it his transport guy showed up. I had to call my customer and let him know I dropped the ball. He was okay with it since we had had such good communication and agreed it was worth our time to make sure those relief pressures were right even though the machine previously had a thumb. It was a good thing we did, whoever put the last thumb on never adjusted them and the circuit reliefs were over by 2000+ psi, it is possible that's why the dipperstick pin, bushings, etc were so torn up. Even though I made a mistake and cost him a day he is a happy customer due to the communication and that it was fixed properly.

Brian

Great example.

Nobody wants extra downtime, but Late Due to Doing It Right is pretty much the best case situation.

Rgds, D.

 

[TomSeller]

Just curious. Are the dealers in the US taking care of customer satisfaction? Example, does the dealer representative make a phone call to the customer within a few days after repair to find out if the job was done properly and a customer has no any complaints?

I get an email after a few days. I had a minor beef recently where the rear brakes ground into the rotors on one of my cars yet that car was in the same shop 5,000 miles prior and they did not mention the brakes needed work. One of their sales pitches is that they check for routine things, rotate tires, etc. even if the car is in for an oil change. Well they obviously did not. I gave them honest feedback in the email, did not flame them and had already paid the bill. I was expecting a call back, but I did not get one. Not a big deal, the car needed a brake job anyway, but it would have been nice not to have been surprised by the brakes grinding. I will continue to take my 4 vehicles there because they do a good job and charge a fair price, but they could use a little better follow up. I like the fact that they make a go of it with only 3 bays and they are an old time gas station garage. I will mention that I did not get a call back to the main guy next time I am in, but I am not going to fuss over it. I figure he needs feedback.

 

[brain55]

Thank you all for the kind words.

Brian

 

[RickB]

I moved from service tech to parts about 3 years ago after wrenching about 15 years. It was time. I miss the travel, but don't miss the work. I tell folks "there's good & bad in all of it". Right now, Parts Manager is a good fit for me.

 

[NativeSon]

brain55--

Congratulations. As an old Boss use to tell me.........."The Cream always rises to the Top".

Charlie

 

[skyhook]

brain55--

Congratulations. As an old Boss use to tell me.........."The Cream always rises to the Top".

Charlie

Good saying.:thumbsup:

 

[hobonc]

I hope it works out for you. I have been self employed for 37 years and would not have it any other way. I bounced around for the first years and would roll my tool box out the door to the highest bidder. I learned fast I always left with the same thing I came with. I have been stuck and it hurt but learned to not let it happen again. I have to pay my bills and the ones I work for have to there's. I make fair money and have always said I could make more working for someone else the problem is I would not better myself I would be bettering my employer. Folks don't realize the investment in tools and information it takes to run a successful operation they are both a killer for me. I will say my tool box don't roll anymore and I own everything in the shop including the building and land. I as soon sit here and do nut'N as work on credit are something that's not worth the repair bill. If I get a new customer I ask up front how are you going to pay me if I don't get the answer I want I tell them how they are going to pay me if that's not up to snuff with them they can move on. ...Waiting to get paid is not a excuse and I don't think it will work with your new employer...

If i were you I would sit down with my new employer and ask him how he want's me to handle prepayment/payment agreements on shop work... I will say every shop I worked in I learned something (and they thought I was stupid The local dealers charge a diagnostic fee up front folks stop by and tell me they want XXX amount up front just to look at there car. I tell'em what a concept why did'N I not think of it... I never fall into the trap of cost of repair if someone gets more than I do I want to know how they do it, live and learn is my motto... You are lucky all this wrenching has beat me down physically but has sharpen my brain...
Work less for more pay...

Years ago I needed a shoe fixed (if anyone can remember when they got there shoes resoled) I stopped by the local shoe repair and asked if he could fix me up he said yes it would take a week are so I asked how much he said $5... Humm it was the only pair I had I said I will give ya $10 to do it right now he said I am a week behind If i stop and do yours it will put me farther behind... I said I will give $20 to do it now he gave me the same excuses so I ask him are all these shoes you have on the rack out front for sale he said YES they are shoes I fixed they never were picked up. I am going to let you think about this I put another $20 with that at a shoe store up the street and walked out with a new pair of shoes. This guy had plenty of shoes he repaired for $5 that were never picked up but did not have time to take my money at my convinced.

One lesson I learned from the get go I work for the highest bidder and still do... The show will stop if someone comes in the door and willing to pay me more for there convinced. ...Convinced comes at a price.... Any thing after normal businesses hours are holidays is 2X my normal to high labor rate and folks pay it, its the cost of convinced.

 

[brain55]

I guess I haven't screwed up too bad over the last 2 months. I got given keys and the alarm code yesterday, and the official title and salaried raise to go with it today. Now that I have the hat, it's time to wear it. Let the adventure continue.

Brian

 

[TomSeller]

I guess I haven't screwed up too bad over the last 2 months. I got given keys and the alarm code yesterday, and the official title and salaried raise to go with it today. Now that I have the hat, it's time to wear it. Let the adventure continue.

Brian

Good Job !

 

[3930dave]

Congratulations Brian. Sounds like a busy shop; I'm sure you'll do well there.

Keep us posted.... I'm certain you'll come across interesting problems to solve, that will be of interest to all....

Rgds, D.

 

[murphy1244]

Brian Are you the Service Manager now?

 

[brain55]

Brian Are you the Service Manager now?

Nope just Shop Supervisor, one step below service manager.

Brian

 

[dstig1]

Congrats! Still doing any work on your own, or is this the only gig now?

 

[brain55]

Congrats! Still doing any work on your own, or is this the only gig now?

This is pretty much all I have time for.

Brian

 

[dstig1]

Yeah, I could sure see that. So you like the steady paycheck better than the freedom but with uncertainty? It seemed like you had a good gig going on there for quite a while, but I understand that things can change on you. Just curious - I know I could never go out on my own, for one.

 

[brain55]

Yeah, I could sure see that. So you like the steady paycheck better than the freedom but with uncertainty? It seemed like you had a good gig going on there for quite a while, but I understand that things can change on you. Just curious - I know I could never go out on my own, for one.

It was good and was real close to turning the corner to being profitable and sustainable. My truck breaking down along with my biggest client moving their maintenance in-house was just too much for me to absorb.

Brian