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This is the Aftermarket Radio Network.
It's your weekly Blitz with Chris keeping you in the game.
Are you ready to supercharge your AutoPair business?
This is Coach Chris Cotton from AutoFix AutoShop Coaching.
The weekly Blitz is where industry expertise and business have been collide, revving your
engines for the week ahead.
Every episode has game changing insights up to the industry updates and practical tips
to shift your business into high gear.
We're talking about stuff you didn't even know.
You didn't know, folks.
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Hey, everybody, I want to talk about attention to detail today.
It's one of the things that I find that the more we spend out in the business
world, like I go into a business, I find it lacking.
Communication is a big problem.
Also, we've had a little bit of attention to detail issue or issues in our shop.
Again, attention to detail is lacking and I try to tell the guys, hey, we need
to work on this and communication is one of the biggest issues we have.
But in this episode, I'm talking about attention to detail.
You know, today's episode is about the smallest thing in your shop that
costs you money.
Again, attention to detail.
This is a $2 gasket, a mistork spec, a vent off by one digit.
None of those things feel big in the moment, but they explode into
comebacks, tow bills and one star reviews.
I want you to stick with me.
I'm going to show you three places you're leaking cash and five micro habits
you can install by Friday in order to stop it.
Attention to detail isn't perfectionism.
It's repeatable precision.
It's doing the next right thing the same way every time at the counter, at
the bench, under the lift and on the phone.
When our details slip, our margin slip, not because the big things went wrong,
but because the little things never went right.
So I want you to think about this scenario real quick.
Vehicles in for basic service, the drain plug fights us.
We have to have some sort of a fix.
We approve the fix, then we have a parts delay, then the shop gets silent.
Then the customer calls us first instead of us informing the customer.
If we go back and do like a root cause failure analysis, the real failure
wasn't at the pan.
It started at the check-in.
No expectations set on possible complication, no parts verification, no
communication cadence, attention to detail is a chain.
And if any link is weak, the whole chain fails.
So when we're thinking about where we could lose some of these profit
leaks or where we lose attention to detail, you know, number one, it's
the check-in and the repair order build.
Details at the counter are money.
If your advisor doesn't mirror the concern, capture all contact methods,
verify mileage and attach prior recommendations, we've just created a
moving target for the tech and moving targets get missed.
Second, we have parts and specifications, wrong parts, super
session or missing torque spec.
That's a comeback waiting to happen.
The technician has to start each job by pulling the right information, torque
values, fluid types and capacities, TSBs, programming needs and single use parts.
Jobs that start sloppy, usually end sloppy.
And then number three, we have quality control and communication.
If nobody looks at the car after the tech is done, then you're letting
the customer do your QC in the parking lot.
And if your customer calls first for an update, your communication failed.
And then details die in silence.
If we're talking about five micro habits that raise the floor or raise us up
and give us a greater attention to detail.
Number one, the one minute repair or to read back at the drop off.
Let me read this back to you.
Restate the concern, the promise time, the update cadence, catch gaps now.
Number two, spec first set up and this is technician owned.
Before we turn a wrench, the technician looks up and verifies all necessary
specs and information, torque values, fluid type capacity, TSBs, programming
needs, single use parts.
The tech sets up the repair with everything in place before starting the job.
Next, we have parts match confirmation before installation.
The technician visually confirms the new part against the old one fit form and function.
This quick check prevents wrong parts installs without slowing the workflow.
Number four, a seven point QC by someone other than the primary tech.
If you don't know what QC is, that's quality control.
First, we have the road tests, concern, specific, general, warning light, scan,
reset, fluid level condition check, torque audit on disturbed fasteners,
like anything under the hood that we're looking for.
Pop the hood, look for flashlights, wrenches, et cetera, visual sweeps,
caps, clips, routing, wheel lugs marked if necessary, cleanliness, no prints,
no debris, seat floor protection removed.
Next, we have paperwork and next service recommendation present and ready to go.
Next, no surprise cadence.
When we're talking to customers, promise them two updates and then follow whatever your specific,
whatever your process and procedure is, then you go and then script it.
Hey, you'll hear from me by 1030 with findings and then again by two with parts timing.
If anything changes, I'll call sooner so there are no surprises, then you actually do it.
One of the clients I coach, he has a saying from drop to diagnosis finding is three hours.
So they, in their shop, they tell their customer, hey, you're dropping it off at nine,
by noon, you'll know what's wrong with your car unless there's some sort of answer.
But within three hours, they're going to get back to you.
If we talk about like a leader's playbook, you know, what do we do daily in order to make this
better? Daily five minute huddle reviews yesterday's comebacks, any quality control misses,
and then today's top risks.
Next, spot check two repair orders a day, confirm the tech field and specs and match parts,
confirm QC signed before the keys go out.
Also create a score, give yourself a comeback rate, target less than 1% of ROs, quality control
pass rate, it should be the target is 100% signed, DVI photo quality.
I want you to target minimum eight clear labeled photos, update on time target 95%
against the cadence promised, and then the culture message speed is a strategy,
sloppiness is a tax, and we move fast because our details are tight.
If we think about some of these things and we have them scripted out, here's what those scripts
sound like. Again, we don't want to be over scripted, but if we can teach some of these
things and it makes our customers' lives better, it makes the communication better.
So if we're thinking about the advisor readback script at the counter, here's what we have.
Chris, I've got you in for the vibration at 55 to 65 miles an hour, oil and filter,
and a full digital inspection. You're going to hear from at 1030 with findings and again,
around two with parts timing. Best number to reach you is still X and you can get text updates
at this number, correct? Great. Any prior quotes and concerns you want us to check while it's here?
Maybe a technician spec first setup script. Hey, before I start, I pulled the torque specs,
the fluid type and capacity and check for TSBs. I also noted any programming requirements and
confirmed single use items like gaskets or crush washers, tools and parts are staged so the job
flows clean start to finish. How about a parts match confirmation script? Hey, old part off,
new part in hand, I'm checking fit form and function, does this part physically match what I
removed? Hardware and single use items are present and ready, confirmed before installation.
If you wanted to, you could have a QC sign off line on the repair order. I'm QC'd by X,
road test check, lights check, fluids check, torque audit check, visual sweep check, cleanliness check,
paperwork check. I would also add oil change sticker in there for doing oil change.
Maybe a no surprise update script by the advisor. Hey, I wanted to give you a quick update. We
confirmed the front pad taper and rotor run out. The estimates in your text, if you're approved by
1pm today, we can have the vehicle back to you by 430. I'll text when the parts land so there are no
surprises. Again, I would rather us over communicate with customers than under communicate. When we're
trying to think about this, this is what I want you to do. I want you to have a seven day challenge.
I want you to print a simple scorecard. Every repair order gets read back, spec block verified by
the parts match confirmed, 7.QC and two on time updates. I want you to track your pass and fail
and at week's end, I want you to measure your average repair order, comebacks and customer
comments, maybe even reviews. Maybe you're used to getting two one-star reviews a week and now
you're able to cut it down to one or none. I think it's great. After you do this, I want you to send
me your before and after. I want your win on the show. Send it to me so I can talk about it.
If you want those written scripts out that I mentioned in here, I'm more than happy to email
those to you. I want you to keep your standards high, your comebacks low, have attention to detail,
communicate. Those are the things that we fall apart on or fall short on every day.
I want to give another shout out to our sponsor, Shop Marketing Pros. They're the only marketing
company I recommend and they handle all of the marketing for my own shop as well. If you're serious
about growth, you need strategies to actually work, better websites, higher Google rankings and ads
that bring real customers through your doors. I want you to right now go visit shopmarketingpros.com
forward slash Chris and partner with a team that understands your business because every great shop
deserves marketing that's just as great. Thanks for tuning in to the Weekly Blitz. Remember,
it's time to rise, grind and keep your mindset positive. Until next time, this is Coach Chris
Cotton signing off. Have a great day, everybody. You've been listening to the Weekly Blitz with
Coach Chris Cotton on the aftermarketradionetwork.com. Follow Chris on your favorite podcast,
listening out. Let him know what you'd like him to cover. His email is in the show notes.
Chris is all for advancing the aftermarkets.
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