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Shop Management, Service Records, and Parts

Shop Management, Service Records, and Parts. Chapter 4. Objectives. Understand the relationship between shop personnel and the customer Know how to treat customers so that they will have confidence in your repair business Interview a customer to find the true cause of an automotive problem

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Shop Management, Service Records, and Parts

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  1. Shop Management, Service Records, and Parts Chapter 4

  2. Objectives • Understand the relationship between shop personnel and the customer • Know how to treat customers so that they will have confidence in your repair business • Interview a customer to find the true cause of an automotive problem • Produce a professional repair order • Understand how parts are priced by various segments of the industry

  3. Introduction • This chapter covers business practices • Customer relations • Filling out repair orders • Interviewing customers regarding problems with their cars • How businesses buy parts and discounts involved

  4. Customer Relations • Shops are in business to make a profit • Good relations is the key • Service writers (i.e., service advisors) • Greet customers and write up repair orders • Return visits to have the original problem corrected is a major cause of dissatisfaction • Often traced back to faulty diagnosis by an undertrained service writer • Service writing in small shops is done by the owner

  5. Customer Relations (cont'd.) • Telephone service • Telephones are generally answered by: • Owner or manager • Technicians in small shops • Telephone should be answered promptly • Often there is a phone extension in repair area • Telephone is often a customer’s first impression • No second chance to make a first impression

  6. Service Records • Written for every car that enters • Use a multiple copy, numbered service record, repair order (R.O.), or work order (W.O.) • Repair order is important for several reasons • Identifies the customer and vehicle • Gives reason for the visit • Tells the shops hourly labor rate • Provides an estimate • Provides a pick-up time for the customer

  7. Service Records (cont'd.) • Use a structured format when questioning • Ask for description of problem • Does it happen in the front, back, or under the hood • Identify symptoms • Hear, feel, or smell something? • Use technical skills to identify problem • Computer records • Used for keeping records, maintaining running inventory and ordering parts, and tracking productivity

  8. Keep the Car Clean • Before getting into a customer's car • Make sure hands, shoes, and clothing are clean • Considerations • Work shoes often have grease • Use paper carpet mats • Use seat covers if available • Fender covers • Protect the car's finish

  9. Linen Service • Most shops have weekly linen service • Provide shop towels and uniforms • Some shops purchase uniforms • Shirt and pants • Coats and overalls • Shop clothing • Often resistant to battery acid

  10. Wholesale and Retail Distribution of Auto Parts • One in six jobs in America is related to the automobile • Automotive aftermarket supplied through a service distribution system • OEMs: Original equipment manufacturers • WDs: Warehouse distributors • Jobbers: Auto parts wholesalers

  11. Jobbers • Sell to several different markets • Repair shops • Fleet companies • Farmers • Trade and industrial accounts • New car dealerships • DIY (do-it-yourself) customers

  12. Retail Chain Stores • Usually deal in faster-moving items • Alternators • Starters • Tools • Car accessories • Mass merchandisers • Sell to the DIY market • Oil and filters • Windshield wipers • Spark plugs

  13. Dealership Parts Department • Dealers have their own parts department • Separate counter for technicians • Have phone connections and intercom in service bay • Operation is determined by owner • Not uncommon for dealerships to deliver parts to independent repair shops • Give-and-take arrangement

  14. Service Stations and Independent Shops • Service businesses • Very concerned with cost of high-volume parts • Oil filters • TBA: Tires, batteries, accessories • High volume shops • Have computerized inventory • Parts automatically ordered over Internet

  15. Parts Pricing • Determined by the price the jobber pays • Ability to find good prices is important • Jobbers are sometimes affiliated with cooperative groups • Pricing • List price: retail price • Net price: price wholesale customer pays • Cost leaders: items sold at little or no markup • Variably priced: items in short supply that are marked up

  16. Replacement Parts • Factory replacement parts • Categorized as original equipment (OE) • Stock • Part is the same as intended by the manufacturer • Aftermarket • Parts sold by the non-OE market • Many OE and aftermarket parts are manufactured by the same manufacturer

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