I can’t get no (automotive) Satisfaction
Recognising your weaknesses is as important as knowing your strengths when running a garage
By Hannah Gordon |
Published: 21 October, 2019
The vehicle repair world can be hugely satisfying one day and an absolute pain in the backside the next. The challenges we now face as techs are getting harder and more detailed thanks to the electronic minefield of modern cars.
There have been a few instances in the workshop where we have had to admit to the customer that we just aren’t sure yet what is wrong with their car. It is mostly met with understanding as we explain the complexities, but on the odd occasion it can cause the customer to become annoyed.
Last week we had a BMW 1 Series come in. The customer had been elsewhere to get the fault codes read as the car kept going into limp mode. It had shown a fault linked to the crankshaft sensor. They requested that we changed the sensor and check the wiring.
The crankshaft sensor is under all the air intake manifold and isn’t the easiest of jobs. Wiring was all deemed to be ok and a new crankshaft sensor fitted. The car drove great, then a week later same problem reoccurred.
So, it came back, again, and the car was hooked up to a diagnostic computer and faults relating to a pressure sensor and the catalytic convertor came up. As we deal with a lot of older and classic cars we aren’t trained in electronic fault diagnosis. It is not only frustrating for us to not be able to help the customer but also for the customer who keeps having to bring the car to a garage and not be able to get the fault rectified.
That is the way car repair is now heading. It is a lot more computer-based with a lot less instinct and hands-on work. Hours can be lost testing all the wiring and sensors on a car. It is hard sometimes to justify a bill when you have been unable to locate the problem. As car problem fixers, mechanics pride themselves on being able to hand a vehicle that came in broken and goes away running perfectly. That is why we do this job - to become heroes in the eyes of the customers. The BMW owner is now fed up with the car. It has been to different garages and specialists who have been unable to completely fix the problem and they have fallen out of love with the car.
In my experience if an issue isn’t easy to fix we have to be completely honest with the customer, I often explain that we don’t have the up-to-date software that would give us the definitive answer. We then recommend a reputable specialist that would be better suited. As a business owner I am here to fix cars but I am not about to pretend we are something we are not. I know how capable the staff are and what our limitations are. Yes, it is frustrating turning work away but it is also important to be completely upfront with the customer.
- Mastertech accreditation – Essential for your garage
Running a garage can be difficult. There you go I said it. ‘Difficult’. No spin; no, let’s put some fluff around it and call it a ‘challenge’. It can sometimes be a down right pain in the backside.
Like you, I’ve experienced these problems firsthand, and also have the fortunate position of discussing these issues every week with those on our garage development programs. Initially a garage owner may feel like the problems they face are isolated to their business, but I’m sure you won’t be surprised to know that there is a great deal of commonality - many garages are faced with exactly the same issues.
So you get it. It’s difficult. But is there a solution? Of course there is.
Life just is
No, I’m not sitting here cross-legged practicing my Mantra, but I like that theory and it has often helped me to make sound decisions when running a garage. But what does it really mean?
For me it’s about constantly reminding myself that I’m not in control of what happens around me (i.e. what employees and customers do), all I can control is how I react. Let’s take a look at how this works in practice.
Imagine you’re a workshop manager. A technician, approaches you with a forlorn look on his face and the head of a bolt in his hand. “It just snapped” he proclaims, or “I’ve fitted that ECU and it still won’t start”, or “I’ve test driven that car for 50 miles and I still can’t make the fault happen.” Sound familiar?
It’s not just related to technical issues either. I’ll often hear a garage owner say, “I’ve lost a customer, but I’m not competing on price”. And indeed, why should you! BUT!…It’s certainly an issue that’ll need to be addressed.
As you know these daily occurrences are just the tip of the iceberg when it comes to the problems a garage has to deal with, and often seen as ‘bad’ by a garage owner. Remember however, that there is no good or bad, it’s just how it is. It’s how it is for many garages, the key is accepting this and then taking action. After all, there may be much you can’t control, but you are in complete control of the action you take.
It’s not about being good at Plan A
OK, that’s not quite right. I love a great Plan A, but I’ve gotten used to quickly implementing Plan B or C when required. In fact, being great at B and C is often the difference between stress and success. But what does all this have to do with Mastertech accreditation?
Quite simply, many of the problems a garage experiences can be largely rectified by planning to develop a technician (or technicians) to Mastertech level. Not convinced? Let’s take a look at how it’ll help.
You’d be forgiven for thinking the IMI Master Technician Accreditation was just about technical capability. It’s not. It’s about ensuring a technician is well rounded, has a wide vision of the business, and can display both technical and non-technical skills to assist with the smooth operation of your garage. Let’s take a look at the different tasks required to pass the Master Technician assessment.
Instructional support: A lot of headaches can be avoided in your garage if your technicians can teach others in the workshop as well as front of house team members. It’s this ‘on the job’ training that makes such a difference to the business in the medium and long term.
This module ensures that a technician has sufficient technical knowledge to explain fundamental vehicle systems, component operation and test procedures, then impart that knowledge as required throughout the business.
Customer liaison: Not all front of house team members has the technical ability to tease the right information out of a client, or help a client to understand why a particular technical procedure is necessary. It’s these skills in your garage that often shortens time to diagnose or placates a grumpy customer.
The module is designed to ensure that the technician has great communication skills, can assess the customers needs and deliver the information in a way the customer understands, making them feel valued no matter how challenging the client!
Technical assessment: It wouldn’t be Mastertech without the three technical tasks. It goes without saying that your garage will benefit where your technicians use a logical process; the right tools; relevant information to carry out the right tests when required; as well as know what the answer should be prior to the testing.
This module ensures a technician can display these skills, while completing the tasks in a timely manner, across different vehicle systems and subsequently document their findings. Knowledge is then confirmed in an online test prior to concluding the day.
All in all, it’s a great experience for a technician to have their skills recognised and be added to the IMI professional register, but equally as great for the garage owner to have this necessary skill set under their roof. There are also some benefits that may not be immediately apparent.
Upon closer inspection...
While there are a number of obvious benefits such as reducing misdiagnosis; vehicle comebacks; reducing workshop stress; support for workshop and front of house team and increasing efficiency, there are others that might not be so obvious.
How about staff retention? We all know how challenging, not to mention time consuming and expensive it can be to find great team members for your garage, but once you’ve found them what steps can you take to ensure they stay?
Well, from the right technicians’ point of view being allowed to take part in a training program that helps them to develop and become a Mastertech will ensure they feel invested in and therefore easier to retain. Not only that but the whole team will appreciate the reduction in stress as they now have support in the workshop, as well as with those awkward technical points at reception. It really is one of those rare situations where everyone wins. And then there’s the marketing opportunities.
Do you recall the earlier problem? The “I’ve lost a customer, but I’m not competing on price”. Having a Mastertech (or a whole bunch of them) in your garage can help here too. It’s often challenging for a garage owner to separate their business from others like it, but having a Mastetech on your team can often fix that.
If you search the IMI Professional Register for a Master Technician in your town then you’ll usually find that the register displays a number of franchised dealers and only one or two (if any at all) independent Master Technicians. This is an outstanding opportunity when communicated correctly for you to separate your garage from those in your locale, and one that the ‘right customer’ will value over your cut price competition. Now that really is a BIG win for your garage.
Decisions decisions
Ultimately, developing a Master Technician in your business is an investment, and like all good investments pays dividends for many years to come. The interesting part with this investment though is that the cost is roughly the same as visiting your local coffee shop daily. What would you rather have, a Mocha Chocha Bokka Latte or a Master Tech? The choice is yours.
As always, I’m here to answer your questions. If you’d like to find out how Auto iQ can help your team to become a Master Technicians at our IMI Approved Centre, then feel free to call on 01604 328 500.
- Classic move
All my recent writing has involved modern cars and techniques, but this month I have decided to write about my main passion of classic cars. The classic car market is huge and people are now seeing a lot of classic cars as an investment.
Recently I set about scouring eBay and Gumtree for a restoration project or ‘barn find’ as people like to classify anything that has stood unused for a length of time. The reason for the project is that it is my Dad’s 70th birthday was just before Christmas and what better present than a dusty and rusty old MGB GT? The British classic is top of my shopping list. Dad used to have a white MGB GT and I have always wanted an affordable classic so I have come to the conclusion that the MGB fits the bill perfectly.
Bargin
Luckily I have found the perfect car. A lot of money can be lost due to poor bodywork issues. Welding is definitely not my forte, but luckily this particular MGB is solid underneath. That said, the interior needs a good clean and some repair and the engine requires a good service and tune up. The previous owner hadn’t used the car for over seven years but the little 1.8 litre engine ignited just fine. Admittedly it was running slightly lumpily, but it was drivable and solid for well under £1,000. In my eyes it was an absolute bargain.
As I write this I haven’t yet unveiled the car to Dad but I have ordered the parts catalogues with a view to what this ‘blank canvas’ can become. I am keen on a Sebring kit and Minilites. While getting a complete respray, the exterior paint is as dull as a wet February day. However, I keep having to remember that it is a present and not my car. I will certainly push what I think is best for the car.
Connection
Over the years I have restored and re-commissioned plenty of vehicles. It is something I thoroughly enjoy doing and means you can really implement simple engineering techniques such as turning the mixture screw on a carburettor. I always feel that when a classic car comes in for work that the owner has a closer connection with this vehicle rather than their everyday one. I enjoy communicating with the owner in how they would like to restore the car, cars such as the iconic British Mini and MGB can be customised without losing their vintage style. Parts are so plentiful for most classics that there isn’t that time delay when restoring.
Escapism
The MGB GT I have purchased comes with a thorough and plentiful file full of receipts mounting up to tens of thousands of pounds, and this certainly is not uncommon. Classic cars are a great chance for escapism in this modern world where an OBD port is the most commonly used part of the car. Instead I get to enjoy being able to tune an engine with just a flat head screwdriver.
- Classic move
All my recent writing has involved modern cars and techniques, but this month I have decided to write about my main passion of classic cars. The classic car market is huge and people are now seeing a lot of classic cars as an investment.
All my recent writing has involved modern cars and techniques, but this month I have decided to write about my main passion of classic cars. The classic car market is huge and people are now seeing a lot of classic cars as an investment.
Recently I set about scouring eBay and Gumtree for a restoration project or ‘barn find’ as people like to classify anything that has stood unused for a length of time. The reason for the project is that it is my Dad’s 70th birthday was just before Christmas and what better present than a dusty and rusty old MGB GT? The British classic is top of my shopping list. Dad used to have a white MGB GT and I have always wanted an affordable classic so I have come to the conclusion that the MGB fits the bill perfectly.
Luckily I have found the perfect car. A lot of money can be lost due to poor bodywork issues. Welding is definitely not my forte, but luckily this particular MGB is solid underneath. That said, the interior needs a good clean and some repair and the engine requires a good service and tune up. The previous owner hadn’t used the car for over seven years but the little 1.8 litre engine ignited just fine. Admittedly it was running slightly lumpily, but it was drivable and solid for well under £1,000. In my eyes it was an absolute bargain.
As I write this I haven’t yet unveiled the car to Dad but I have ordered the parts catalogues with a view to what this ‘blank canvas’ can become. I am keen on a Sebring kit and Minilites. While getting a complete respray, the exterior paint is as dull as a wet February day. However, I keep having to remember that it is a present and not my car. I will certainly push what I think is best for the car.
Connection
Over the years I have restored and re-commissioned plenty of vehicles. It is something I thoroughly enjoy doing and means you can really implement simple engineering techniques such as turning the mixture screw on a carburettor. I always feel that when a classic car comes in for work that the owner has a closer connection with this vehicle rather than their everyday one. I enjoy communicating with the owner in how they would like to restore the car, cars such as the iconic British Mini and MGB can be customised without losing their vintage style. Parts are so plentiful for most classics that there isn’t that time delay when restoring.
The MGB GT I have purchased comes with a thorough and plentiful file full of receipts mounting up to tens of thousands of pounds, and this certainly is not uncommon. Classic cars are a great chance for escapism in this modern world where an OBD port is the most commonly used part of the car. Instead I get to enjoy being able to tune an engine with just a flat head screwdriver.
- British Motor Show returns in 2020
The British Motor Show is returning in 2020, with an all-new venue and organising committee. Based at Farnborough International, Hampshire, the show sees the return of a national British Motor Show that will include all the traditional elements, but also a number of new, live and interactive features.
- TPS – New oils launch
TPS has increased its oil offering with four new products added to its Quantum oil range. Among the new oils launched is Quantum Platinum Plus 23 5W-30, a high-performance engine oil designed for passenger cars and light commercial vehicles. Meeting both ACEA C2, C3 and with OEM approvals, it covers an extensive range of applications that includes Audi, BMW, Mercedes-Benz, SEAT, ŠKODA, Vauxhall (GM) and Volkswagen. The Quantum Platinum Plus 23 5W-30 offers various benefits including improved fuel economy and reduced CO2 emissions. It also provides excellent wear protection and can be used for extended service intervals.For packaging options, the Quantum Platinum Plus 23 5W-30 oil is available in both the 5 litre CUBE and the 20 litre CUBE pack size. The CUBE is 100% recyclable with a mild detergent rinse of the inner bag, is easy to store and has a controlled anti-glug pour, resulting in minimum waste and spills.
TPS.Trade/Strength-to-Strength
