Shop Customers vs. Techs Customers
I’m just willing to share my recent experience on Shop vs. Techs Customers topic. Currently I changed my Shop policy and no longer allowing to use customer supplied parts because I started noticing that some specific techs aren’t generating revenue from parts. To my surprise after a month of implementing this policy one of my best Techs which highest interest rate handed me his leave notice.
After a short discussion I discovered that some of my Techs already have their own customers (neighbors, sisters, brothers, lovers and and by the way my Shop customers as their own…) who are fixing cars at my shop and not realizing that they are paying same amount of money to my Tech directly instead of paying to the cash register. And they are getting non existing discounts from the Techs.
After further investigation I found out that couple of my techs and reception guys are working together and using their personal phones to call back customers and parts suppliers to keep this scheme running.
So in conclusion a simple thing like restricting customers from supplying their own parts revealed ongoing reception + techs symbiosis which was hidden behind phrases like “…well you know these days customers can find information on the internet…” or “…parts suppliers are giving huge discounts to our customer directly and we cannot compete with them…”. Oh yes and best one “…customers with their own parts? Well it’s better than nothing right? Techs will at least earn some money.”
What I’m saying is just take a closer look to your Techs and guys working at the reception because from time to time your shop customers might become your techs customers without even knowing.
And yes I agree that this was my fault that I didn’t pay attention to drop in parts revenue and believed these silly stories about customers buying their own parts 😉