AutoFix AdvisorCast

Michael Doherty [00:00:00]:
This is the Autofix Advisor Cast, powered by World Pac. Hey, service Advisor nation. Thank you for tuning in to another episode of the Autofix Advisory Cast with your host, Michael Dougherty. Hopefully everyone's doing great and staying healthy and taking care of themselves on the front counter or wherever you are in.

Michael Doherty [00:00:26]:
The building, in an office on the.

Michael Doherty [00:00:27]:
Front counter or maybe hiding in a corner. This today I wanted to talk about waiter vehicles and I've talked to a lot of shops lately in the past, probably I'd say a week to two weeks all across the country and asking them, you know, do you, do you encourage waiters or do you prefer drop offs only? And it's really been kind of a.

Michael Doherty [00:00:52]:
I'd say a mixed bag if you would.

Michael Doherty [00:00:54]:
50% of the people are saying, yeah, you know, we can take in waiters. And 50% of the people are saying.

Michael Doherty [00:00:59]:
No, we don't do waiters.

Michael Doherty [00:01:01]:
We, we want drop offs. And you know, I think from a service advisor's perspective, obviously we want to accommodate the client as much as possible, but we also have to take care of the shop and take care of the customer. And my experience is when you've got.

Michael Doherty [00:01:19]:
A waiter, you're not really able to do either. And that's take care of the shop.

Michael Doherty [00:01:24]:
And take care of the customer. So kind of getting into it with waiter vehicles, it's something that, you know, customers hanging out in your lobby, you know, they brought their laptop, they're having some snacks, no problem. But you know, the expectation on their end, you know, is it's going to be done, you know, immediately. You know, we're going to, we're going to, we're going to get your car done immediately without compromise. No matter how packed the schedule is, we're going to get it in. And I think the downside of that is we're not able to really do a thorough inspection of the vehicle for them for their benefit. You know, the production line stops, we're having to kind of scramble and I'm talking about situations where, you know, if.

Michael Doherty [00:02:13]:
They schedule the appointment and it's a.

Michael Doherty [00:02:15]:
Waiter still, it's not always best policy or they scheduled for a drop off.

Michael Doherty [00:02:21]:
And when they come in to drop.

Michael Doherty [00:02:22]:
Off the vehicle, they change their mind.

Michael Doherty [00:02:24]:
That is the customer and say that.

Michael Doherty [00:02:25]:
Hey, you know, now, you know, I'm just, I'm just going to hang out and wait. Shouldn't be too long, is it? And then, you know, kind of like the, you know, the red siren goes off in our heads, the cost, the service advisors and we're like, oh, man, you know, we're thinking, you know, real quick on the spot, how am I going to work this in? How am I going to break this news to the technician? How am I going to find a spot in the production line to, you know, to get this done?

Michael Doherty [00:02:47]:
You know, we're scrambling, right? We're scrambling.

Michael Doherty [00:02:50]:
And once you start doing that, you know, let's be honest, mistakes happen. So again, for the client's benefit, you know, waiters, I believe, really are not a great idea because you're not able.

Michael Doherty [00:03:03]:
To again, do a thorough inspection.

Michael Doherty [00:03:05]:
And again, mistakes can happen because everybody feels rushed. I think that's just, you know, the brutal truth. And, you know, for technicians, it disrupts their efficiency. So, you know, a technician needs a good flow, momentum. A waiter job, you know, I think, forces them to kind of, you know, the shop to kind of stop, shift and break the rhythm. And, you know, for a technician, you know, I mean, you know, again, talking about efficiency, you know, it's like asking.

Michael Doherty [00:03:39]:
Them to run a marathon. But, you know, with the waiter, every.

Michael Doherty [00:03:42]:
Mile, you know, stop and, you know, fix a toaster along the way. So, you know, and then get back.

Michael Doherty [00:03:48]:
In the race again.

Michael Doherty [00:03:49]:
So, because let's be honest, I mean.

Michael Doherty [00:03:51]:
You'Ve got jobs from the night before that maybe a part didn't show up.

Michael Doherty [00:03:55]:
For vehicles on the rack, you know.

Michael Doherty [00:03:58]:
The racks are full, the bays are full.

Michael Doherty [00:04:00]:
You know, you may have a flat bay. No one really wants to jack up a car in a flat bay to do an oil service or something like that, but again, it's.

Michael Doherty [00:04:07]:
It's circumstantial.

Michael Doherty [00:04:08]:
But again, you know, I think there's.

Michael Doherty [00:04:11]:
A lot of downsides of a waiter.

Michael Doherty [00:04:13]:
And for me, explaining to the client that, hey, you know, Mr. And Mrs. Jones, you know, we'd really appreciate if you could drop the vehicle off. And here's why, Number one, when you get here for that oil service, you know, your car is going to be. The engine bay is going to be extremely hot, you know, and for the.

Michael Doherty [00:04:29]:
Technician to just start working on your car immediately, it's.

Michael Doherty [00:04:32]:
It's not realistic. That engine bay has to cool down for quite a while before they put.

Michael Doherty [00:04:37]:
Their hands in there.

Michael Doherty [00:04:38]:
Right?

Michael Doherty [00:04:38]:
You know, you know, it's kind of.

Michael Doherty [00:04:39]:
Like cooking on the grill.

Michael Doherty [00:04:40]:
You know, you're not going to just.

Michael Doherty [00:04:41]:
Put your hands in there and start flipping the meat over on the grill.

Michael Doherty [00:04:44]:
Right?

Michael Doherty [00:04:44]:
You can use the proper tools, proper equipment, but you don't want to burn yourself. So again, you know, letting them understand that, you know, there's A reason why that's not a great idea.

Michael Doherty [00:04:53]:
And that is a primary reason.

Michael Doherty [00:04:54]:
Again, the car has to cool down for a little bit.

Michael Doherty [00:04:57]:
Number two, you know, we're not able.

Michael Doherty [00:04:58]:
To offer you a thorough vehicle checkover to let you know if we encounter.

Michael Doherty [00:05:04]:
Any safety items that you need to know about.

Michael Doherty [00:05:06]:
You know, because again, it's a rush situation and it's not always a sales thing. You know, I mean, there's a lot of shops that say, oh, you know, we don't want to do a waiter because we're going to lose the opportunity.

Michael Doherty [00:05:17]:
To sell something to the client. You know, again, I think that's the wrong mentality.

Michael Doherty [00:05:20]:
You know, we're not looking to sell the client something. We're looking to educate them on what's going on with their vehicle and give them options based on what we see going on. Again, we talked about a couple episodes back about, you know, the traffic light system. You know, green is good, yellow is.

Michael Doherty [00:05:36]:
Caution, red is bad, needs attention now.

Michael Doherty [00:05:38]:
So again, following those methods. But again, I think for customers, it's setting the expectation early when they say.

Michael Doherty [00:05:46]:
That they want to do a waiter.

Michael Doherty [00:05:47]:
You know, when they're booking the service reservation with you or appointment, you know, letting them that, hey, you know, we want to give your vehicle the best care possible and we recommend dropping it off so that we can thoroughly inspect it without a time crunch.

Michael Doherty [00:06:01]:
And I've had to pivot sometimes at the front counter.

Michael Doherty [00:06:04]:
You know, you get a client that's been a long term client and they just kind of switch their mind. Maybe their morning of logistics got a.

Michael Doherty [00:06:10]:
Little heavy on them and they say.

Michael Doherty [00:06:11]:
Well, hey, I'm just going to wait because, hey, you know, right after this I've got an appointment down the street. So I don't want to go back home, drop it off, come back and go back to that appointment.

Michael Doherty [00:06:19]:
You know, I get it.

Michael Doherty [00:06:20]:
So again, you know, have, if you're doing loaner cars, keep an extra vehicle on hand for little situations like that.

Michael Doherty [00:06:27]:
Little emergencies, if you will come, logistical emergencies where you can get them down the road or offer them an Uber. Again, you know, you're still accommodating them.

Michael Doherty [00:06:35]:
Which is primary, and you're still accommodating the shop.

Michael Doherty [00:06:38]:
So there isn't that time crunch.

Michael Doherty [00:06:39]:
Right.

Michael Doherty [00:06:41]:
And also too, again, you know, I spoke just a little while ago about rushing. You know, rushed jobs 100% lead to mistakes. Mistakes equate to comebacks and comebacks equate to bad reviews.

Michael Doherty [00:06:56]:
So again, kind of a losing situation all around. I've had A client here too, over.

Michael Doherty [00:07:01]:
The years call and say, hey, Michael, you know, I was in the area, a tire pressure light just came on. Is that something you, you know, you, you could check out for me if I swing by? You know, the answer is always yes. Right? We want to help our clients, especially if they're nearby. I don't think there's any excuse in the book to not invite them in, but letting them know, hey, we'll be happy to get it back in the shop and check those tire pressures out for you.

Michael Doherty [00:07:26]:
However, if it's not a tire pressure.

Michael Doherty [00:07:28]:
Issue, we would have to figure out some type of alternate appointment or, you know, we'll make sure the vehicle's safe for you until we can get you back in. Or, you know, again, if you've got an extra loaner on hand, you know, pulling one aside, or get them in Uber, you know, to further check it out. But absolutely, you know, if somebody is in the area, needs tire pressures checked, squeeze them in real quick.

Michael Doherty [00:07:49]:
No worries.

Michael Doherty [00:07:49]:
But again, just setting the expectation with a client, again, that if it's not the tire pressures, if they all check out good, you know, again, giving them some options.

Michael Doherty [00:07:58]:
Right?

Michael Doherty [00:07:58]:
Hey, tire pressures are good. We checked them. We're not able to further inspect or evaluate at this time. Would you like to set an appointment to bring the vehicle back? Or again, if you've got a loaner on handwritten, get them an Uber. Either way, you know, again, try and, try and think out of the box accommodate, think, you know, think Ford before they get there. How can you build value and not shoo them away?

Michael Doherty [00:08:20]:
Right?

Michael Doherty [00:08:20]:
So that's really good. And you know, for service advisors, you know, waiters, again, you know, it's, it's a crunch. It's a crunch for the technician, it's.

Michael Doherty [00:08:34]:
A time crunch for the service advisor.

Michael Doherty [00:08:35]:
Because if the technician is able to do a, we'll call it, you know, a digital vehicle inspection, get that information noted down for the service advisor, then the service advisor is literally scrambling to.

Michael Doherty [00:08:48]:
Throw that estimate together.

Michael Doherty [00:08:49]:
And yeah, I think for, you know, fluid services filters, there's going to be.

Michael Doherty [00:08:53]:
Some canned jobs probably in your point.

Michael Doherty [00:08:55]:
Of sale system or your software that you use that you could just, you know, click a button and it's going to populate an estimate. But for things that aren't that, you know, one offs, you know, again, your.

Michael Doherty [00:09:06]:
Your crunch to present it to the.

Michael Doherty [00:09:08]:
Customer really give the time value of, of why it's needed. And, and again, you know, chances are they're probably going to say, hey, you know, I'll, I'll come back. I'll come back next time, next time when I come back, we'll get that done.

Michael Doherty [00:09:21]:
Oh, Mr. Jones, your rear brakes are worn down to two millimeters of life.

Michael Doherty [00:09:24]:
If this was my mom's car, you know, I really recommend rear brake service because, you know, oh, well, you know, it's, it'll be okay, it'll be okay. Again, you have to set the expectation it's not going to be okay, you know, six months down the line when they've got 2 millimeters of life left.

Michael Doherty [00:09:39]:
On their brake pads.

Michael Doherty [00:09:40]:
So again, you know, waiters, I don't feel are really good value to the shop or the customer. And as long as you set the expectation again with the customer from the.

Michael Doherty [00:09:52]:
Beginning when they're making that service reservation.

Michael Doherty [00:09:55]:
I think that will alleviate a lot of your waiters. And again, for the ones that scheduled as a drop off and then they.

Michael Doherty [00:10:03]:
Come in and they change their mind.

Michael Doherty [00:10:05]:
Again, sometimes you may have to pivot.

Michael Doherty [00:10:08]:
And a lot of it too is communication, right?

Michael Doherty [00:10:11]:
I've had the occasional experience where I know I've got an open lift. I know that we could take it in as a waiter, but presenting that to the technician in the back, that's in the middle of doing an engine.

Michael Doherty [00:10:29]:
We'Ll call it timing chain job.

Michael Doherty [00:10:31]:
You know, do I really want to go back there and disrupt his mental thought process or her mental thought process and say, hey, you know, I'm really sorry, but I got to pull you off this timing chain job. We have a waiter oil service. It's not going to go over too well. I promise you that. I've been there before, life lessons, right? You have to think of that stuff right Again, you know, it's like be like, you know, somebody putting together a very, very parts oriented, many, many parts watch, right? Putting a watch together and then saying, hey, you know, we need you to, you know, go down the street and deliver this package. You know, it's not going to bode.

Michael Doherty [00:11:15]:
Well to the watchmaker. So they're in that mental thought process.

Michael Doherty [00:11:18]:
The technician is. Of all the things going on that.

Michael Doherty [00:11:22]:
They need to do that job to.

Michael Doherty [00:11:23]:
Make sure that it's going right.

Michael Doherty [00:11:24]:
And pulling them off the production line.

Michael Doherty [00:11:26]:
To do an oil service or something.

Michael Doherty [00:11:27]:
Like that just is not going to.

Michael Doherty [00:11:29]:
Go over well and isn't the right.

Michael Doherty [00:11:31]:
Thing to do anyways.

Michael Doherty [00:11:33]:
So, you know, don't do that again. You know, let the client know that.

Michael Doherty [00:11:37]:
Hey, we were not expecting the vehicle.

Michael Doherty [00:11:38]:
As a waiter today, I'm not able to accommodate.

Michael Doherty [00:11:41]:
But Again, we could get you a shuttle, we could get you an Uber.

Michael Doherty [00:11:43]:
I may have a loaner laying around. You know, just, just be transparent with them, be honest with them, and I don't think they're going to get upset with you. But again, you know, waiters, and how do we feel about those situations, especially from the technician side? You know, I've often encountered, you know, a grumpy technician in the morning and, you know, saying, hey, just to let you know, you know, we're going to have one or two waiters today.

Michael Doherty [00:12:10]:
I'm going to divide them up between.

Michael Doherty [00:12:11]:
The three people that are back here.

Michael Doherty [00:12:12]:
But, you know, you may be one of them.

Michael Doherty [00:12:13]:
So just kind of a heads up.

Michael Doherty [00:12:14]:
And you kind of get that grumble, grumble, you know. But again, it's based on the situation.

Michael Doherty [00:12:19]:
At the time at the shop. And obviously I'm not telling you as.

Michael Doherty [00:12:22]:
A shop or a service advisor what.

Michael Doherty [00:12:24]:
To do, but again, my personal experience is that doing waiters is just, it's a rush situation. It doesn't work out for you or the technician. And I think some of that fits into shop culture as well.

Michael Doherty [00:12:37]:
Right?

Michael Doherty [00:12:39]:
The communication part of it. So if you really know a couple.

Michael Doherty [00:12:44]:
Days in advance that you're going to.

Michael Doherty [00:12:45]:
Have a waiter, whether it's alignment or an oil service or brake fluid service, something in that line, you know, battery replacement and you know, again, the communication, you know, letting the team know, the team, right? Front and the back, the team, the shop, shop culture, getting that information out early in a morning meeting the next day, you know, before the vehicle shows up, so that everybody in the back.

Michael Doherty [00:13:16]:
Is aware that we're going to have a waiter battery or a waiter oil service or whatever it is.

Michael Doherty [00:13:22]:
So that way it's diffused mentally, days ahead versus on the spot tap on the shoulder, or you're standing there at.

Michael Doherty [00:13:31]:
The fender with the work order and.

Michael Doherty [00:13:32]:
Keys and saying, you know, hey, I.

Michael Doherty [00:13:36]:
Know you're in the middle of doing.

Michael Doherty [00:13:37]:
Engine work, but I need to pull.

Michael Doherty [00:13:38]:
You off to do an oil service.

Michael Doherty [00:13:39]:
Right?

Michael Doherty [00:13:40]:
No one likes surprises.

Michael Doherty [00:13:42]:
Technicians, clients, service advisors, anybody. But again, it's how we communicate with each other. And I think a lot of that not, I think I know a lot of the times for technicians, you know, the rub is, you know, no one told me anything I didn't know. And again, you know, I get that.

Michael Doherty [00:14:00]:
There'S a big frustration there.

Michael Doherty [00:14:01]:
You know, we oftentimes as service advisors, you know, we're so customer focused that we lose sight of speaking to our other team members, the technicians, right.

Michael Doherty [00:14:13]:
Him or her going back there and.

Michael Doherty [00:14:15]:
Saying, hey, by the way, you know.

Michael Doherty [00:14:16]:
Keep them informed as well.

Michael Doherty [00:14:17]:
Right.

Michael Doherty [00:14:18]:
It's our job, you know, service advisor. Not just a liaison for the client.

Michael Doherty [00:14:25]:
You'Re a liaison for the technician as.

Michael Doherty [00:14:27]:
Well, you know, and again, that's where communication comes in. You know, it's always, it's always good to involve the technicians in what's going on. You have to, I mean, it's your duty.

Michael Doherty [00:14:38]:
Again, no one likes surprises.

Michael Doherty [00:14:40]:
But you know, in those morning huddle meetings, talking about things like that that might be coming up the next day.

Michael Doherty [00:14:46]:
Waiters, things of that nature.

Michael Doherty [00:14:47]:
But again, just, you know, the communication part so that there wasn't a surprise.

Michael Doherty [00:14:52]:
And again, you know, if there is a.

Michael Doherty [00:14:54]:
We'll call it a pop fly.

Michael Doherty [00:14:55]:
If a client comes in that morning.

Michael Doherty [00:14:56]:
And changes their mind to, you know, now they want to wait on it. Realistically, you know, weighing the pros and cons, you know, not about necessarily hate.

Michael Doherty [00:15:06]:
To say it was a technician going.

Michael Doherty [00:15:07]:
To think, but yeah, valuing what the technician's doing. And do you really have the time to do it as a waiter? You know, and if you have to going back there and being honest, hey.

Michael Doherty [00:15:18]:
You know, Mr. And Mrs. Jones, they.

Michael Doherty [00:15:19]:
Changed their appointment, they want to hang out. I think we can get them accommodated.

Michael Doherty [00:15:23]:
You know, are you able to get this done?

Michael Doherty [00:15:25]:
Check with them before you make a.

Michael Doherty [00:15:27]:
Commitment to the client.

Michael Doherty [00:15:29]:
Right, because again, it's failing not only clients time, but your time as well as a service advisor and your technician's time.

Michael Doherty [00:15:36]:
Right.

Michael Doherty [00:15:36]:
And I don't mention the technician last in that time frame, but it's everybody's time. And again, you know, how prepared are you to deliver that value experience on a waiter platform?

Michael Doherty [00:15:50]:
Just don't see it adding up. And I don't see it working personally.

Michael Doherty [00:15:53]:
But hey, you're welcome to change my mind. Let me know. Service advisor nation.

Michael Doherty [00:15:59]:
Really appreciate you for tuning into another episode of the Auto Fix Advisor Cast.

Michael Doherty [00:16:04]:
And keep your base full. Make sure you're doing proactive AC services for people, you know, what is that? Well, you know, don't wait for someone to call your shop and let them, let them know or let you know.

Michael Doherty [00:16:19]:
That they've got an issue with their ac.

Michael Doherty [00:16:21]:
You know, go back through your service history. The vehicle's been there, you know, numerous times.

Michael Doherty [00:16:25]:
If it's been more than, you know.

Michael Doherty [00:16:27]:
We'Ll call it three or four or five years while the vehicle's there, you know, and it's that time of year, you know, coming off the end of May, June, July, August, across the country.

Michael Doherty [00:16:37]:
That'S typically the warmer months that we see.

Michael Doherty [00:16:39]:
But you know, offering a proactive Freon.

Michael Doherty [00:16:43]:
Check and adjust, you know, to prevent an AC issue.

Michael Doherty [00:16:46]:
Right.

Michael Doherty [00:16:47]:
Freon does dissipate over time. So, you know, being proactive and again, helping your client, you know, it'd be a great time to mention that type of service when you're going to be doing a cabin filter or something because.

Michael Doherty [00:16:59]:
It kind of goes in line with H vac.

Michael Doherty [00:17:00]:
Hey, Mr. And Mrs. Jones, you know, I went back through your service history and car's been coming here for, you.

Michael Doherty [00:17:06]:
Know, four or five years now and.

Michael Doherty [00:17:07]:
I don't see where we've ever done any AC work. And I think it'd be a great.

Michael Doherty [00:17:11]:
Idea to do a proactive free on level check and adjust.

Michael Doherty [00:17:14]:
And while the vehicle's here today, we.

Michael Doherty [00:17:16]:
Could offer that at this price point.

Michael Doherty [00:17:18]:
And, you know, make sure that your.

Michael Doherty [00:17:20]:
AC is cooling optimally for you for.

Michael Doherty [00:17:22]:
This hot summer coming up. Please let us know if you're okay with us doing that while the vehicle's here. And again, you're thinking about them, you're thinking about their comfort, you're thinking about, you know, what can you do to help them and present it that way. And 90% of the time the customer is going to say yes.

Michael Doherty [00:17:40]:
So again, you know, it's a win win.

Michael Doherty [00:17:41]:
You're helping the customer, you're helping the shop, you're helping your technicians.

Michael Doherty [00:17:46]:
Everybody wins.

Michael Doherty [00:17:46]:
So just, you know, give that a shot. Just food for thought. But again, service of Azure Nation.

Michael Doherty [00:17:50]:
Great to talk to you again.

Michael Doherty [00:17:52]:
Thank you so much for your time and enjoy the upcoming week and thank you so much. All right, bye.

Michael Doherty [00:18:00]:
Hey, thanks for listening to the autofix Advisor cast. If you're ready to take your shop to the next level shop, 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 advisors love their jobs again. See you on the next autofix Advisor Cast.