dieseldean
Forum Replies Created
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Good evening,
Just to share with you some experience. I have had being in business for 30 years.
I understand the feeling of frustration, treason, and just plain lying to you has brought you to this point. Its cheaper emotionally and financially to clean house earlier vs. latter. I have done it both ways multiple times. Put out adds for new mechanics and fire everyone at the same time same day. Get your ducks in a row by having car count down, big projects finished, final pay checks ready, and lots of prayer. Good Luck
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I agree with others, you need a strict policy in writing in employee manual, NO phone use during work, only breaks or lunch. make sure they initial adendem and understand
As far as uniforms that also needs to be in employee manual that uniforms are to be worn at all times with shirts tucked in. Show them 2 pictures, 1 with mechanics in uniforms and 1 with no uniforms and ask them which one looks more professional–let them decide
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Agree with repeating back what was heard (active listening validates the customer) & if the service writer is not great, then write verbatim what the customer said. If they are good they are the best to interpret the customer because they can do it first hand. Check off sheets generate more paper and then YOU MUST follow up. We try to reduce our amount of employee babysitting wherever we can. Often customers complain of an engine noise and really mean an exhaust sound. As our employees would say- It’s another day in paradise! ~Boss’ wife
