The Art and Science of Dispatching [RR 849]

Dan Taylor and Reggie Stewart to discuss the art of dispatch in the automotive repair industry. They emphasize the importance of efficiently dispatching and scheduling jobs, using the team’s strengths and weaknesses, the need for accountability, daily tracking of labor inventory to ensure goals are met, and the challenge of accommodating walk-in customers while maintaining productivity. They stress that dispatching is crucial to the business’s success and suggest creating a simulator or role-playing exercise to teach dispatching effectively.

Dan Taylor, Senior Business Advisor, Transformers Institute. Dan’s previous episodes HERE

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE

Show Notes

  • Watch Full Video HERE
  • (00:00:45) The art of dispatching and scheduling jobs efficiently, using the strengths and weaknesses of the team, and prioritizing big jobs.
  • (00:03:08) Is dispatching a natural aptitude or something that can be learned?
  • (00:05:04) The art of dispatching big jobs and how to prioritize them, using the metaphor of stacking big rocks in a glass bowl.
  • (00:06:28) The importance of efficient scheduling and how it can affect technician’s productivity.
  • (00:10:34) Intentionally overloading the schedule to account for no-shows and unexpected delays.
  • (00:11:35) Blaming technicians for poor production is not always fair, and how the front end plays a significant role in the capability of the back producing what is asked of them.
  • (00:18:18) How to deal with walk-in customers and accommodate them without affecting productivity.
  • (00:22:31) The culture of technicians and scheduling or dispatch problems.
  • (00:25:08) Dispatching is not being taught and how there is going to be a huge emphasis on this art/teachable skillset of dispatch and optimizing it.
  • (00:27:46) The importance of working smart and not just shoveling cars through buildings.
  • (00:28:27) Dispatching can be taught through simulation, training, and role-playing, and how the younger generation is more in tune with this.
  • (00:34:53) How to prioritize tasks using the urgent and important matrix.
  • (00:36:17) The balance between new customers and work that’s already been sold, and how to prioritize customers as far as scheduling.
  • (00:38:42) How dispatching and scheduling can help reduce turnovers and get the first downs right, and how it can lead to winning more often.

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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!