Posted to Shop Management Forum on 11/18/2013
It's not all about fixing cars... other details matter
Lately I've been thinking a lot about details and how
important the seemingly unimportant things are. Two things
have really brought this to my attention.
The first is attempting to redo our shop website. In doing
this I've looked at a LOT of websites, most of which are not
in the automotive industry, I've noticed that little things
like where a button is located or the background color of a
page makes a big difference on how long I look at a page or
how quickly I move on to something else. I'm sure I'm not
the only one that is like that.
The second was going to brunch with my wife yesterday. We
tried a restaurant that we've never been to before. It had
good reviews, the menu looked interesting and the price was
what I felt like spending. So we found the place and walked
in. We were greeted nicely and sat right away. We ordered
coffee and the spoon that came with my coffee was dirty. We
ordered, ate, and the food was tasty. But the real kicker
was there was no toilet paper in the ladies restroom.
Botomline .... The food was good but we probably won't go
back because the restroom was out of toilet paper and a
spoon was dirty.
Last week we did a great diagnostic repair. We were the
second shop to fix a misfire, we repaired it properly for
less than the first shop misdiagnosed it. The car also had a
light bulb out. We replaced the brake light bulb and sent
the car away. I got a call the next morning with the
following complaint ... "my car was there for 2 days and you
didn't fix my brake light." I ended up giving away the
circuit board that the car needed in an attempt to get that
customer to give us a second chance in the future. But, she
no longer remembers that we fixed her misfire, she only
remembers that we didn't fix a brake light. Again, the
details. We got caught up in the big problem, but all the
customer remembers is the small problem we didn't fix.
Yes, fixing the car properly is important, but it is not the
only thing. If a woman uses the restroom and it is dirty,
does she leave your shop with a positive opinion? If you do
the greatest repair in the world and leave a screw driver in
the car, what does the customer remember? We did a survey a
few years ago and found out that it was important to have a
hook in the bathroom to hang your purse on. Not something
that I ever thought about, but it was important to my
What else do we not see that our customers do?
Nathan from Colorado
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64 Replies Received