Scheduling Work Flow [THA 248]
Rachel Spencer (Shop Owner), Spencer’s Auto Repair, Krum Texas
Roddy Blaylock (Shop Foreman) Barton Automotive, Wadesville, IN
Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is a Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. He began his career as a Technician at a local two-bay shop in 1995 and over the course of the next two and a half decades honed his sales, technical, and management skills while living in Washington & S.E. Idaho. During his journey, he has never stopped learning and has been blessed to work for and with those who value education, training, and coaching. In everything he does, Clint is focused on people and excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service.
Contact Clint White HERE
Clint’s Previous episodes HERE
Key Talking Points
- Reality check– The world around us has drastically changed yet many in our industry continue to operate as though it hasn’t. Replacement vehicles are significantly overpriced and inventory is severely limited. RESULT: Customers MUST repair what they own and they know it! Technicians are in short supply and many shops are understaffed. RESULT: Same-day service is harder (or impossible) to deliver on, yet we keep trying? Parts are harder to find and slower to be delivered leaving Vendors stretched thin. RESULT: Repairs take longer, especially when we choose to wait for the best quality parts.
- Sell correctly- have properly trained service advisors. Sell with confidence that it will be pushed back, don’t make it sound negative. Make it a positive experience. Build cushion when scheduling out. Continue to provide exceptional customer service.
- It’s time to prepare for the future- things won’t “go back” to the way it was and it shouldn’t
- Scheduling is like chess, plan your moves, close the expectation gap with customers, staff, and vendors. under-promise/over-deliver
- The importance of communication between technicians and service writers-updates- everyone needs to be on the same page
- SOP’s- Develop habits and have structure
- Proper mindset when repairing vehicles- reduced/eliminated comebacks improves moral and elevates self-worth
- The Dualistic Shop: In order to schedule workflow effectively, we must view our shops as if they are actually “two in one”; operating independently but in perfect harmony while under one roof. Diagnostic Facility- all testing, inspecting, DVI’s and LOF’s occur FIRST. Bay management is maximized as cars rotate in and out once testing/inspecting is complete. Repair/Production Facility- Scheduled & Pre-Sold repairs are performed after all testing & DVI’s are completed for the day.
- Time Block Scheduling Example- Each Technician’s productivity potential and efficiency percentages must be known. Schedule each Technician at 87.5% of what they are capable of producing daily. Tech capable of 8 hours of production in an 8-hour day is 100% productive. 8 hours X .875 = 7 hours. Leaves 1 hour a day open for walk-in’s, emergencies, catch up from yesterday
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About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!