AutoFix AdvisorCast

Michael Doherty [00:00:00]:
This is the autofix Advisor Cast, powered by WorldPac. Hey, service advisor nation, what's happening? Thank you for tuning into another episode of the Auto Fix Advisor Cast with your host, Michael Dougherty. It's, you know, spring. Spring has sprung for most of us and I guess for our industry that is the beginning of busy season, right?

Michael Doherty [00:00:29]:
Busy time.

Michael Doherty [00:00:30]:
So kind of before I get into today's program. Well, also includes today's program, but I want to talk kind of to the.

Michael Doherty [00:00:36]:
Service advisors about making sure when you're.

Michael Doherty [00:00:38]:
Having that morning meeting, when you're involved in that morning meeting with your team from a proactive standpoint, you know, shop maintenance, right? What does that look like? Has your business, are you guys doing weekly shop maintenance? If not, it's something to set up and definitely do together. But again, in the spirit of again, springtime, busy season, lots of work going to be coming up, going on. I think it's really important for shops to make sure that their equipment is serviced and working properly. And what I mean by that is there's never a good time for downtime. So what I mean by that also is just your equipment in the shop. When is the last time that your shop inspected the lifts, right? Serviced the lifts or had the lifts service by a manufacturer representative, you know, certified certification, yearly certifications, you know, cleaning, lubrication, fluid level checks, you know, cable.

Michael Doherty [00:01:42]:
Inspections for all those lifts that you.

Michael Doherty [00:01:44]:
Guys are using, Right? That's really important. Number two, just with the, you know, again, spring has sprung, busy season, AC stuff, right? How many shops out there have the new refrigerant? 1, 2, 3, 4 YF and I say newer, couple years old, but you know, in any event, you know, do you guys have, are you guys set up to service, right, the new style Freon as well? And if not, please get with your worldpac representative and figure out options for machines as they do sell machines as well for those services. But also if you do have a machine already or separate machines, you know, R134A, if you've got a separate R1234YF machine or you've got a joint machine, I think Robin Air makes one that does both. But in any event, you know, when's the last time you used that machine, you know, use it on one of.

Michael Doherty [00:02:36]:
Your personal vehicles, one of your loaner.

Michael Doherty [00:02:38]:
Cars, make sure that it's working right before you get that customer car that hasn't had, you know, that you're going to do AC work on and you haven't done a lot of it in a couple of months because it's been colder season and now we're getting a spring. Make sure that machine's working right. Alignment rack. When's the last time you had the manufacturer's representative come out and do a calibration on that alignment rack?

Michael Doherty [00:03:01]:
I know a lot of alignment racks these days are also going to be.

Michael Doherty [00:03:05]:
Equipped with calibration for ADAs, you know.

Michael Doherty [00:03:08]:
Advanced driver assistance systems, the ADAS stuff.

Michael Doherty [00:03:11]:
If you don't have a lift that has ADAS capabilities, that's fine, but still it's gonna require some type of calibration or a software update for newer vehicles that are in the database for that alignment manufacturer, the alignment machine, manufacturer of that alignment machine. So again, just really making sure you're ready to go with your equipment to help out customers with this upcoming busy season. And again, like I was mentioning a little while ago, you know, if you don't have kind of like a weekly shop maintenance time cut out, you know, and again, it can be divvied up among different employees, different co workers, things of that nature, like get together, have a meeting about it and come up.

Michael Doherty [00:03:54]:
With a plan of action.

Michael Doherty [00:03:55]:
Right, because there's nothing worse than your equipment doesn't work, so you can't service your customers.

Speaker C [00:04:01]:
Right.

Michael Doherty [00:04:01]:
So again, just, you know, make sure you take care of that. I think it's really important. So I just wanted to mention that, um, number two, I think, you know, I've talked often about just being proactive on a lot of stuff, but, you know, I was at a restaurant the other night with my son and I didn't see the individual. I was kind of in a corner booth that led into maybe a kitchen area, maybe a, I would say like a waiter station, maybe where they keep, you know, some of the, the pictures of, you know, sweet tea, water, Coke, whatever, napkins, silverware, somewhere in that vicinity. But I heard a lady ask, definitely an employee there, a coworker, if they would be so kind to just run an extra side dish out to table number X. And very clearly heard that person say, that's not my job. And I was just kind of floored. You know, I didn't get up, I didn't go look around the corner.

Michael Doherty [00:04:59]:
But, you know, you know, it piqued my curiosity.

Michael Doherty [00:05:01]:
It's not my job.

Michael Doherty [00:05:02]:
And you know, that kind of brings me back to a time in my career with not a specific technician that.

Michael Doherty [00:05:09]:
I've worked with, but just technicians over the years.

Michael Doherty [00:05:11]:
And again, you know, just, you know, how do we, how do we instill in each other. How do we create the environment where we're.

Michael Doherty [00:05:19]:
Again, it's a team atmosphere.

Michael Doherty [00:05:21]:
It's teamwork, and we explain to everybody that it's everybody's job.

Speaker C [00:05:24]:
Right.

Michael Doherty [00:05:25]:
It's everybody's job to help the client. Now, I don't know what that particular.

Michael Doherty [00:05:29]:
Person or individual did at that restaurant, but it seemed like a very simple.

Michael Doherty [00:05:33]:
Request from the person asking it, hey, could you help me? And just bring an extra, extra side dish out to this table number X? And again, the reply was, you know, that's not my job. And it kind of stewed me. I was like, wow, that's. That's kind of. That's kind of sucky. So, you know, coming from the. Obviously a customer service side, again, you know, it's definitely everybody's job to help the client out in a certain capacity. So, you know, incorporating personalized service and.

Michael Doherty [00:06:07]:
Providing more than the client paid for.

Speaker C [00:06:10]:
Right.

Michael Doherty [00:06:10]:
So kind of what does that look like?

Speaker C [00:06:12]:
Right.

Michael Doherty [00:06:13]:
And it doesn't really segue too much from. It's not my job because, again, it's everybody's job. But I kind of look at it like this.

Speaker C [00:06:19]:
Right?

Michael Doherty [00:06:19]:
So, I mean, I would say if, you know, the shop that I worked at, we did not immediately start doing digital vehicle inspections because, well, they didn't exist, really.

Michael Doherty [00:06:33]:
I mean, we did a kind of.

Michael Doherty [00:06:34]:
Like a courtesy check. It was on paper, but not as.

Michael Doherty [00:06:37]:
Intuitive as it is these days with the DVIs.

Speaker C [00:06:40]:
Right.

Michael Doherty [00:06:40]:
But for shops that are doing digital vehicle inspections, great. For shops that are not doing digital.

Michael Doherty [00:06:46]:
Vehicle inspections, please, please, please reconsider. Get on board. It's fantastic. It's transparent. It'll help you grow your aro. But more importantly, let the client see what's going on with the vehicle that they brought into you. But from the DVI perspective. Right.

Michael Doherty [00:07:01]:
So when a vehicle comes in, you know, if. If I had a client that came in for just, like, say, maybe, I don't know, my window doesn't work.

Speaker C [00:07:11]:
Right.

Michael Doherty [00:07:11]:
Then we determine that the window regulator is bad, and that's what the car is there for. You know, in previous days, I was going back there talking with the technician, hey, what's going on? Hey. You know, I did some diagnostics.

Michael Doherty [00:07:22]:
It needs a winter regulator.

Michael Doherty [00:07:23]:
Cool. Okay. And then, you know, after that job was sold, I'd come back to them and say, hey, you know, while the car's in your bay, you know, would.

Michael Doherty [00:07:29]:
You mind checking the fluids and tire pressures?

Michael Doherty [00:07:32]:
You know, and. And I would get the feedback of, well, that's not what the car's Here for. And I would reply with, you know.

Michael Doherty [00:07:39]:
If it was your mom's car, if.

Michael Doherty [00:07:40]:
It was your sister's car, if it was a family member's car that was here, is that things that you would not do for them automatically? Well, yeah.

Michael Doherty [00:07:46]:
Okay.

Michael Doherty [00:07:47]:
Well, that's the mindset we want.

Speaker C [00:07:48]:
Right.

Michael Doherty [00:07:48]:
It's everybody's job. We want to help the client. So I think things that are important, again, you know, incorporating personalized service from a service advisor standpoint, but also providing more than they paid for as like a shop hole.

Speaker C [00:08:02]:
Right.

Michael Doherty [00:08:02]:
It's everybody's job. So things that kind of thought of.

Michael Doherty [00:08:05]:
And again, it varies state, state to.

Michael Doherty [00:08:07]:
State, but I would say if you've.

Michael Doherty [00:08:09]:
Got a vehicle in that's not in.

Michael Doherty [00:08:11]:
For a service or maintenance, if it's in again for, you know, a window not working, electrical concern, something where you're.

Michael Doherty [00:08:18]:
Really not doing a service and maintenance on it, I still think it's imperative.

Michael Doherty [00:08:21]:
To, you know, document things that you're doing for them and letting them know about it.

Speaker C [00:08:27]:
Right.

Michael Doherty [00:08:27]:
The client.

Michael Doherty [00:08:28]:
So, I mean, for cars that come in that we're not doing service maintenance on. Yes. I mean, check. Adjust tire pressures if it's accessible and.

Michael Doherty [00:08:36]:
That vehicle has a spare tire and.

Michael Doherty [00:08:38]:
You can get to it.

Michael Doherty [00:08:39]:
Don't forget about that one, too. Right. Checking just that tire pressure to manufacturer specifications.

Michael Doherty [00:08:44]:
Right. You know, for a vehicle that did.

Michael Doherty [00:08:47]:
Not come in for service, for maintenance while that vehicle is in your shop.

Michael Doherty [00:08:50]:
I don't think it's going to take too much longer to just take a torque wrench and go around and make.

Michael Doherty [00:08:56]:
Sure that the lug nuts or the.

Michael Doherty [00:08:57]:
Lug bolts are torqued to manufacturer specifications.

Speaker C [00:09:02]:
Right.

Michael Doherty [00:09:03]:
I mean, even if, you know, what if the first time you saw the.

Michael Doherty [00:09:06]:
Car or if it was in 90 days ago, it doesn't matter.

Michael Doherty [00:09:08]:
I mean, again, like, let's.

Michael Doherty [00:09:10]:
Let's do the right thing.

Michael Doherty [00:09:11]:
It's everybody's job. You know, little things like that.

Michael Doherty [00:09:15]:
It goes a long way because again.

Michael Doherty [00:09:17]:
It'S getting the mindset of I want.

Michael Doherty [00:09:19]:
To take care of this client.

Speaker C [00:09:20]:
Right.

Michael Doherty [00:09:21]:
Even though it's not in for a service or maintenance.

Speaker C [00:09:22]:
Right.

Michael Doherty [00:09:23]:
If you're able to check and adjust.

Michael Doherty [00:09:25]:
The oil, check and adjust the coolant level, washer fluid.

Speaker C [00:09:29]:
Right.

Michael Doherty [00:09:29]:
I mean, engine coolant and oil especially. I mean, they're engine lifebloods.

Michael Doherty [00:09:34]:
But again, you know, going above and beyond.

Speaker C [00:09:36]:
Right.

Michael Doherty [00:09:37]:
I mean, giving them more than they.

Michael Doherty [00:09:38]:
Paid for for any vehicle that comes in.

Speaker C [00:09:41]:
Right.

Michael Doherty [00:09:42]:
Finding a way to, you know, carve out some time. And I think this should be on.

Michael Doherty [00:09:46]:
The service Advisor, not the technician. And again, if you're not doing DVIs, still document it somewhere in the RO.

Michael Doherty [00:09:53]:
Somewhere in the write up, right? So NHTSA, right?

Michael Doherty [00:09:58]:
National Highway Traffic Safety Administration. When a client's vehicle is in your.

Michael Doherty [00:10:04]:
Shop, I think it's really important for you, right.

Michael Doherty [00:10:07]:
They're coming to you because you're the professional to let them know if they have any active recalls on the vehicle and to let them know about that.

Speaker C [00:10:14]:
Right.

Michael Doherty [00:10:14]:
How do we find out that information?

Michael Doherty [00:10:16]:
Well, they have a website. It is nhtsa.gov recalls again, nhtsa.gov forward/recalls.

Michael Doherty [00:10:29]:
And it's really easy to use.

Michael Doherty [00:10:31]:
Type in the VIN number, type in the license plate number, the state that the vehicle's registered in and it'll give you a list if there's any active recalls on the vehicle. And if there are, you know, jot.

Michael Doherty [00:10:42]:
Them down and let the client know. Hey, while your car was here, we did some research. We found out that your vehicle does or does not have any open recalls.

Michael Doherty [00:10:49]:
If it does, you know, we recommend that you contact the nearest, you know, dealer and get set up to have.

Michael Doherty [00:10:55]:
Those taken care of.

Speaker C [00:10:56]:
Right.

Michael Doherty [00:10:56]:
Again, you're looking out for them.

Michael Doherty [00:10:57]:
It's everybody's job.

Michael Doherty [00:11:00]:
Especially with spring right around the corner.

Michael Doherty [00:11:03]:
I think, or spring is upon us, right? So busy season, right.

Michael Doherty [00:11:07]:
Like I was mentioning.

Michael Doherty [00:11:08]:
So, you know, come come up with a special, right.

Michael Doherty [00:11:11]:
It doesn't mean you have to water.

Michael Doherty [00:11:12]:
Down your cost, but come up with a special, right?

Michael Doherty [00:11:16]:
Free on level check and adjust, which.

Michael Doherty [00:11:18]:
I think is something honestly that should.

Michael Doherty [00:11:19]:
Be done probably every three to four.

Michael Doherty [00:11:21]:
Years on a vehicle and you know.

Michael Doherty [00:11:24]:
Cabin filter inspection and replacement.

Speaker C [00:11:26]:
Right.

Michael Doherty [00:11:26]:
And while you're in there doing the.

Michael Doherty [00:11:27]:
Cabin filter, if it's accessible, if it's.

Michael Doherty [00:11:29]:
Close to the blower motor, the H vac blower motor, I mean, you know.

Michael Doherty [00:11:33]:
Shine a light in there and if there's some pine straw, if there's some debris, clean it out.

Speaker C [00:11:37]:
Right.

Michael Doherty [00:11:37]:
I mean, again, value, right.

Michael Doherty [00:11:39]:
Giving them more than they paid for.

Michael Doherty [00:11:40]:
Like get in there and let's check it out.

Speaker C [00:11:43]:
Right?

Michael Doherty [00:11:43]:
But especially with, you know, warmer season upon us, you know, summertime, you know, specials, specials or you know, creating something.

Michael Doherty [00:11:52]:
Where again, we're getting people into proactively, you know, check and adjust their Freon level. I mean, go back through the service history. If it's a car that you've had.

Michael Doherty [00:11:59]:
In for, you know, two, three years, you can go back through the service.

Michael Doherty [00:12:03]:
History and see that you've never done any AC work. It would be a prime time to.

Michael Doherty [00:12:07]:
Recommend a proactive Freon level check and adjust, provided you have the necessary equipment to do that.

Speaker C [00:12:13]:
Right.

Michael Doherty [00:12:15]:
Sunroof drain cleaning.

Michael Doherty [00:12:17]:
That's something that's often overlooked. You know, I mean, nobody likes getting.

Michael Doherty [00:12:20]:
That phone call of, hey, you know.

Michael Doherty [00:12:22]:
Or no one likes from a client perspective, Right.

Michael Doherty [00:12:24]:
You know, I got water intrusion, right.

Michael Doherty [00:12:26]:
And I wouldn't say nine times out of 10, but, you know, maybe eight times out of 10 it's because of.

Michael Doherty [00:12:31]:
A clogged sunroof drain.

Speaker C [00:12:32]:
Right.

Michael Doherty [00:12:33]:
Again, you know, what, what type of services are we doing for our clients when they come in? You know, what type of value are.

Michael Doherty [00:12:39]:
We building for them?

Michael Doherty [00:12:41]:
If you've got a vehicle in for an oil service, you know, are you lubricating the latches and hinges?

Speaker C [00:12:47]:
Right.

Michael Doherty [00:12:48]:
Are you opening up the sunroof?

Michael Doherty [00:12:49]:
Are you lubricating the slides? Are you checking for debris?

Michael Doherty [00:12:53]:
You know, again, it all comes down to being proactive and wanting to help them.

Speaker C [00:12:58]:
Right.

Michael Doherty [00:13:00]:
When people are getting ready to leave after they have paid you for the service that you have performed and you're thanking them for their business, are you proactively setting up their next service appointment?

Michael Doherty [00:13:11]:
You know, I think it'd be a.

Michael Doherty [00:13:12]:
Good rule of thumb once a quarter, right? Once a quarter.

Michael Doherty [00:13:16]:
Get them on the schedule and let them know we'd like to set up your next, you know, we proactively like to set up your next service appointment and, you know, let them know the reason.

Speaker C [00:13:26]:
Right.

Michael Doherty [00:13:26]:
I mean, the, the reason is to.

Michael Doherty [00:13:27]:
Reduce the risk of potential breakdown. You know, when somebody hears that.

Speaker C [00:13:32]:
Right.

Michael Doherty [00:13:32]:
I mean. Yeah.

Michael Doherty [00:13:33]:
Who doesn't want to participate in that?

Speaker C [00:13:34]:
Right.

Michael Doherty [00:13:35]:
If you can catch things early, especially in a lot of these European cars with coolant leaks and oil leaks and.

Michael Doherty [00:13:40]:
Oh, my gosh.

Speaker C [00:13:41]:
Right.

Michael Doherty [00:13:41]:
I mean, it's never ending.

Michael Doherty [00:13:43]:
So again, you know, seeing that car.

Michael Doherty [00:13:45]:
Once a year or twice a year isn't good. You know, every quarter, right? Every quarter, get them in to check it over for them, make it convenient for them.

Michael Doherty [00:13:52]:
And you know, a week before that next appointment, send them appointment reminder, you know, call them, text them, whatever their.

Michael Doherty [00:13:59]:
Preferred communication method is to remind them that they did set that appointment and.

Michael Doherty [00:14:03]:
If they need to adjust it, modify it, whatever, but, you know, continued care.

Speaker C [00:14:08]:
Right.

Michael Doherty [00:14:08]:
We want to get you back in to make sure that everything's okay with your vehicle to reduce the risk of a potential breakdown. Right. And I don't think anybody is going to throw a fit about that on the client side.

Michael Doherty [00:14:18]:
Again, you're looking out for them.

Michael Doherty [00:14:20]:
So just some things to, you know, keep in mind.

Speaker C [00:14:23]:
Right.

Michael Doherty [00:14:24]:
So again, you know, when it's, it's.

Michael Doherty [00:14:26]:
The not my job.

Michael Doherty [00:14:27]:
When I heard somebody say that, you know, that's not my job. It's everybody's job. It's everybody's job to help the client. And I think the, the more ways we, we try to do that and be sincere and transparent and that they.

Michael Doherty [00:14:39]:
See the value that they're providing them.

Speaker C [00:14:42]:
Right.

Michael Doherty [00:14:42]:
You're checking for recalls, you know, you're.

Michael Doherty [00:14:44]:
Proactively booking them to reduce the risk of a potential breakdown.

Michael Doherty [00:14:49]:
You know, again, you're going through the Service history. Hey, Mr. And Mrs. Jones, I see.

Michael Doherty [00:14:53]:
That it's been three or four years since we've, ever since we've done anything with your ac.

Michael Doherty [00:14:57]:
I recommend having the free level checked and adjusted.

Michael Doherty [00:15:00]:
You know, let's check that cabin filter. You know, it, you know, good time to replace it when we do AC stuff. Anything that's going to benefit them, that's going to help them.

Speaker C [00:15:09]:
Right?

Michael Doherty [00:15:09]:
So again, you know, constant communication, transparency. But, you know, are we really doing.

Michael Doherty [00:15:15]:
The best for our clients?

Michael Doherty [00:15:16]:
And I'd like to say yeah, but the answer probably is no. You know, it doesn't take too much just to go the extra steps.

Michael Doherty [00:15:24]:
And again, for cars that come in not for a service or maintenance. Yeah, check, adjust the tire pressures, let.

Michael Doherty [00:15:30]:
Them know that you did it.

Michael Doherty [00:15:31]:
Check, adjust the fluid levels, let them.

Michael Doherty [00:15:33]:
Know that you did it. You know, it's eye opening to them.

Michael Doherty [00:15:37]:
That you're looking out for them.

Michael Doherty [00:15:39]:
And I see when you do things like that, the client wanting to stick.

Michael Doherty [00:15:44]:
Around and not shop around for other service providers because again, they have options, right?

Michael Doherty [00:15:48]:
They could go down the street, there's going to be another shop down there. But you're the best. You got to know that you're the.

Michael Doherty [00:15:56]:
Best shop in town.

Michael Doherty [00:15:57]:
You've got to act like it. You've got to really feel that it.

Michael Doherty [00:16:01]:
Shouldn'T be something you sell to somebody. Like if you're on board with the.

Michael Doherty [00:16:04]:
Place that you're working, then you should.

Michael Doherty [00:16:06]:
Be believing that, right? We are the best in town.

Michael Doherty [00:16:09]:
And explain to them we are the.

Michael Doherty [00:16:11]:
Best in town, Mr. And Mrs. Jones. And here's what we did for you.

Michael Doherty [00:16:14]:
Today among what you paid us to do.

Speaker C [00:16:17]:
Right?

Michael Doherty [00:16:18]:
And that'll outshine your competitors, I promise you.

Michael Doherty [00:16:21]:
So Service Advisor Nation, thank you so.

Michael Doherty [00:16:24]:
Much for tuning into another episode of.

Michael Doherty [00:16:26]:
The Autofix Advisor Cast. Thank you to our sponsor, worldpac. We greatly appreciate you.

Michael Doherty [00:16:30]:
And again, please, for shops that do.

Michael Doherty [00:16:32]:
Have rollpack accounts, they do sell parts as well. And I'm talking about not just automotive parts. But you know, machines for your shop, service stuff, right? Lifts, AC machines, things of that nature. But again, please, you know, set up a weekly maintenance schedule for your shop equipment.

Michael Doherty [00:16:50]:
Scan tools as well, right? Have they been upgraded or not upgraded?

Michael Doherty [00:16:54]:
But have they been updated, software updated, et cetera? Nobody wants to start doing an ECM update and the scan tool shuts off.

Michael Doherty [00:17:02]:
Halfway through because it didn't have the proper update.

Michael Doherty [00:17:04]:
So again, things that we normally don't.

Michael Doherty [00:17:07]:
Keep in mind because we're just so go, go, go every day, but we.

Michael Doherty [00:17:09]:
Got to carve out time to make sure that our equipment is going to take care of the client's concern. And I think that's important. So again, Service Advisor Nation, thank you, appreciate you and wish you a great upcoming month and keep your base full and and looking forward to speaking to you next time.

Michael Doherty [00:17:29]:
All right, thank you.

Michael Doherty [00:17:31]:
Bye.

Speaker D [00:17:34]:
Hey, thanks for listening to the autofix Advisor Cast.

Michael Doherty [00:17:37]:
If you're ready to take your shop.

Speaker D [00:17:39]:
To the next level, check out our sponsor, WorldPAC and the WorldPAC Training Institute, WTI. Big thanks to them for their sponsorship. Follow the podcast on social media for more insights and subscribe so you never miss an episode. Oh, and tell your friends we want to help the industry grow and help.

Michael Doherty [00:17:55]:
Advisors love their jobs again.

Speaker D [00:17:57]:
See you on the next Autofix Advisor Cast.