Out of the Crisis.Org

[Louis Altazan]

Several years ago I posed the question, “What is being done to make the repair process fun,” to a group of shop owners. The response was less than enthusiastic. I received one reply, which was, “Why?”

The why was simple in my eyes. Vehicle repair represents a major expense, in most cases. When I’m laying out that kind of green, I want to be having some fun, and believe I’m not alone. I have been accused of being a bit nutty, but not being persistent has never been a fault of mine. I thought this was a viable concept then and believe it is today.

A thorough search in the auto repair trade really revealed no one doing much along these lines. More to the point, I could find no one even considering the thought. It occurred to me, this would be a huge opportunity. At that point I began looking for companies that have made rendering a service fun, or at least not objectionable.

The Disney organization immediately came to mind. They have taken the concept to a new level, in my opinion. I began studying their methods to see what I might learn. While I have certainly not achieved their level of success, I have learned a good deal, and I think made a good deal of progress.

It was obvious to me that Disney is fun, because their people are fun. They appear to enjoy their work, have all the things they need to do it well and are well spoken. The Disney cast [their name for staff members] enjoy telling people about the parks and their attractions. Second, Disney is clearly a successful organization, and it shows. I think most people enjoy being around success and dread being regaled with excuses and stories of failure.

It occurred to me that most people enjoy learning and saving money. It followed [in my mind] learning how to save money should be so much the more enjoyable. Perhaps there could be a free class held, three to four times a year in the shop. The theme would be automotive maintenance, but the main thrust would be having fun.

To further the concept, several displays and demonstrations could be developed. Rather than merely telling a client what is wrong with their vehicle, where possible, a demonstration could show why it went wrong.

I reasoned, when a client has the time, a tour of the shop could be entertaining. This would revolve around meeting the techs, demonstrating our methods and why we feel we get better results, a back stage view. The enthusiasm of our staff, for their work has always comes across. It is the number one comment that I hear.

I realize there is nothing I can do to make my people more enthusiastic, nor should I try. This would be artificial and look exactly that way. There is however, a great deal I can do to remove things that prevent my people from being enthusiastic.

Removing an environment where each tech competes with all the others for their livelihood would be a huge step in this direction. Paying people a bit more than they might earn elsewhere, providing ample time off [holidays and vacation] could be another factor. Working in a very comfortable, climate controlled environment is certainly more enjoyable than working in temperature extremes and could add greatly to enthusiasm for the job.

I think perhaps most important would be allowing people a sense of pride from knowing they are doing a good job. I can’t produce pride, but I can allow adequate time for my staff to do their best. I can give them control to say this vehicle is ready to go and this one needs more time. I can supply them the best materials, tooling and equipment available.

Like Disney, I would also like people to realize they are dealing with a successful organization, when they come to our company. A good deal of work could be done to demonstrate that concept. I feel landscaping should be extensive and well maintained. Every few years plants can be changed out and things freshened up.

Decor of the client areas and that of the shop can also be changed on a regular basis. Trying for at least one major change every six-months seems about right. Also change can be presented with a great deal of fanfare. Something new! A new service, a new addition to the premises, a new marketing approach, something new and exciting, all the time.

This post is getting a bit longer than I intended, yet I feel the surface has barely been scratched. Clearly we must still fix the vehicle, right the first time. Deliver the vehicle on time and at the price quoted or we will be out of business. Beyond that, can an auto repair shop actually be fun? There may be at least one way to find out . . .

_________________
Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA

[MattFMN]

This may be alittle off the direction of the post, but I feel it applies. With people referring business to us, I want to thank them. Where I've been held back on this is that I wish to thank them in an entirely NON-automotive way. I don't want to give them x% off their next service. I don't want to give them a free L.O.F. service. I don't want to give them a gift certificate to my shop (I'm a service manager, not owner). I want to give them "fun" stuff. Movie tickets, or gift certificates to nice restaurants, or gift cards to a nice store (electronics, grocery, bakery?). I feel rewarding them with something they have to give back to me is very artificial. What do you think? Do I need not thank them anymore than providing my services and a vocal thank you? Thanks, Matt.

[Louis Altazan]

Hi Matt,

[Eric J.]

Now Louis, that's a real Mickey Mouse approach! Seriously, I never considered auto repair fun or not fun. Just one of those things people needed. I does make sense.

If I had to get my car fixed, all other things equal, I would go where it was more fun too. I'm going to give it this some thought, I think things around here could be more fun!

[Dave]

In our culture, we only tease and joke with people that we like. So, in trying to help establish a relationship with our clients, we purposely make jokes, smile, tease, and have fun with the client at the front counter.

Secondary to that we found that it seems to make the process of spending money easier. We now have several clients that start joking with us first. It is almost like the teasing and joking becomes the primary reason to come in to the shop and the vehicle repair becomes secondary.

Dave

[Louis Altazan]

Hi Dave,