In a recent forum with three shop owners to discuss come back prevention, they all agreed that prevention starts at the front door. There were some very common themes that resonated with this discussion. I want to share four with you.
- It is all about communication.
When you write enough information to the technician the better the tech can handle the diagnosis. Asking good customer questions and writing a detailed repair order for the technician is the perfect start to a quality repair.
- Improve your processes.
Quality, not a quota, is the strategy you need to adopt to reduce comebacks. Quality control checklists at the end of the repair can only do so much. You should always be looking to improve your processes. A good quality control (QC) process is important to tighten up the quality process.
Sometimes you must ‘slow down’ in order to ‘speed up’. You need the ability to throw down the STOP card. Spend a lot of time on internal procedures and processes so that the post repair QC is nearly perfect every time. Follow your repair procedures 100% of the time. No exceptions.
- Track every come back.
Tracking every comeback is a necessity if you are going to reduce your comebacks. By logging every come back you will discover if it was communication, process or part quality.
Track all costs associated with the comeback including rental car and supplier warranty credit. If failure rates are too high on a product line, you’ll need to take this up with your supplier. You must log where the part was purchased and the brand. You need to be able to spot trends.
In the eyes of the customer even a missed oil change sticker, shows a breakdown in the process. The customer may think what else did they miss? You need to follow up with each customer on each job. Probe with them and understand the post-transaction. Follow up is so important for first-time customers because their anxiety level is high. This helps to ease it when you call back 48 – 72 hours after the repair. Your overall reputation for quality, honesty and integrity can lessen the blow of comebacks.
Comeback [revention and management starts from the top. Your quality will be determined by how you lead others. Remember success comes from managing the details and leading people. When meeting with your team, include a low come back rate on your praise list. Bring acclaim to the behaviors you are looking for.
In a survey of these shop owners they rated these three top failure conditions: Communications 50%, Part Failures 40% and Technician Errors 10%. Look inside your business and compare your percentages and work to make the improvements to prevent and lower the costly come back.
“Perfection is not attainable, but if you chase perfection we can catch excellence.” Vince Lombardi