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International Automotive Technicians Network
Re: Cradle to the grave or spread it around
Posted to Shop Management Forum on 4/28/2013

It's not an either/or answer (as evidenced by the mixed response).

Whether a car is given to the same tech repeatedly or not should depend on the tech, the car, the service needed, and the customer. Our responsibility as technicians (and especially as decision makers) is to consider each situation according to its individual needs. Likewise, a customer's primary service expectation is to get personalized individual attention - whether that's in the form of communication, service advice, documentation, tech assignment, etc. Of course, each of our shops will address this to a different degree based on the situation at our shop and the model of our individual business. But even that is in the same wheelhouse of thought as individualized customer service. Just as our approach to business management is specific to our unique company/shop, our approach to customer service (and therefore, tech assignments) is unique to the customer and their vehicle - and the assignment of repairs then, to the appropriate technician for that time and situation.

The world changes and technology evolves, but business is still done between people.

David Schutz
Empire Builder Auto, LLC
Saint Paul, Minnesota, USA