ACtion Magazine - September/October 2013 - (Page 24)

Photo: MACS by Andy Fiffick and Jacques Gordon E very time a repair order is written, three people become involved in the resulting transaction; the customer, the service writer and the technician. None is more important than the others to the successful completion of the transaction, but the technician has the greatest influence over the final outcome.The best shops and the smartest techs know that one of the most important tools a technician will use is a standard operating procedure; a process used by every tech in the shop to approach, execute and close out every job, every time.This one tool can greatly increase the chances that everyone’s expectations are met; the very definition of a successful business transaction. Each shop is unique, so certain steps in their operating procedure will be unique to their business. But some steps are nearly universal.The steps outlined below are used by Rad Air Complete Car Care, a chain of 10 privately-owned shops in the Cleveland, OH area. MACS Board Chairman Andy Fiffick started Rad Air in 1975, and from the very beginning he recognized the importance of giving his employees what they need to get the job done right.The latest version of his T echnician’s Operating Procedure is the result of years of input from techs, shop managers and customers.Take a look and think about how these ideas might apply to a Technician’s Operating Procedure for your own shop. Road test prep When a test drive is needed to understand or confirm the customer’s complaint, if at all possible the tech should ride along as the customer drives.That’s because often the customer is more likely to reproduce the complaint, especially if it’s a smell or a noise, or a driveability, suspension or brake issue. During that test drive, the technician can acknowledge they detect the symptom, but they should NOT discuss any possible diagnosis with the customer.The tech should simply let the customer know that 24 ACTION • September/October 2013 the service manager will advise them of the diagnosis after the vehicle has been properly inspected. Before leaving on the test drive, take a walk around the vehicle for a quick visual inspection, including the tires. Notify the service writer of any existing damage or missing items. During any test drive, with or without the customer, a tech should have clean hands and a reasonably clean uniform. Install a floor mat, steering wheel cover and/or seat cover as needed, and never smoke, eat, drink or use a cell phone in the customer’s vehicle. Road test During a road test, turn the car radio off unless that’s part of the customer’s complaint, in which case do not change the station. Turn off all accessories and the blower fan to listen for noises, even if noise is not part of the customer’s complaint.When finished, return the HVAC controls to the customer’s setting. Note any mechanical problems, driveability issues and any illuminated warning lamps, and pay attention to any smells or noises. If there is any physical damage on the interior of the vehicle, notify the service writer. Fill in all necessary information on the shop ticket or inspection form, including the vehicle’s color, the fullVIN, license plate number, engine size and vehicle mileage. After the road test Talk to the service writer about the problem and/or concern.Ask about the customer’s actual complaint to learn “what, where, when, how often, hot or cold” etc. If not already done, enter theVIN and other appropriate information into the shop’s management software, then check the shop’s service information system for TSBs, recalls and pattern failures for this particular complaint.

Table of Contents for the Digital Edition of ACtion Magazine - September/October 2013

ACtion Magazine - September/October 2013
Contents
Outlook
Freeze Frame
Virtual View
Leonard’s Law
Cooling Corner
Member Profile
News & Updates
Special Update on R-1234YF
Technician’s Operating Procedure
Emergency Business Plans
Association News
Quick Check
New Products & Services
Last Watch

ACtion Magazine - September/October 2013