Question for service Managers of all types
 

What is the policy at your service center in regards to people calling and wanting to talk to a Mechanic about how to fix there motor? At my store we have a big problem with people wanting to speak with a mechanic, I don't mind helping people out, when 10 people call and you spend 20 min on each call that adds up to not getting the paying jobs done.

Re: Question for service Managers of all types
 

Well I'm an ex Dealer Service manager and my feelings were pretty much close to yours.
If someone's vehicle was in the shop being repaired and the customer wanted to talk to the tech I had NO PROBLEM with that..But if it was just a phone call looking for repair type information we had 1 standard line. Sorry we cannot diagnosis problems over the phone..

No different than having a TV repair man,heating and Ac,plumber,electrician,,,,etc.etc..etc..tell you whats wrong with something without seeing it.
Would you call your doctor and expect a competent diagnosis without him/her examining you? Well I guess some would :D

Re: Question for service Managers of all types
 

On the flip side of that. If I had a problem that i thought i could fix myself but ran into a little difficulty and needed advice, i would hope i could call my local dealer for that advice. Service like that is what creates LOYAL customers who don't hesitate to bring you their boat for when those big jobs need to get done.

Just my $.02, i have never worked in a dealership or service center.

Re: Question for service Managers of all types
 

We had one call yesterday and asked to speak to a mechanic, the parts guy told him the mechanic was busy and if he would like to leave his number that someone would call him back when they got free. He blew a gasket and said he would never do business with us again. He's not the first one to get pissed.

Re: Question for service Managers of all types
 

True, but what about the customer who was told that his boat would be done at 2:00 and it's not due to the mechanic talking on the phone for 2 hours? Now the paying customer is :mad:

Re: Question for service Managers of all types
 

On the flip side to that I will relate a story from many a years ago at the dealership. A customer called and spoke with a technician about their concern. The tech gave them some advice and different options, and stated he could not really be sure without proper diagnosis. The customer then went and bought some very expensive parts(not even from our shop) and put them on the vehicle.They did not fix his concern. I then get a call from this irate customer who claimed it was our fault because the technician had given them some advice.He wanted us to pay for the parts !!
I think you know my answer !!!!!!!!!!!!!!!

Hence our policy of no more information without proper diagnosis

Re: Question for service Managers of all types
 

I'm not saying that. Paying customers should always come first. If the guy on the phone says he's never coming back because a mechanic has to call him back when he gets the time, then in my opinion you don't want that customer anyways. Someone like that is only going to cause more trouble than they are worth. I've always been very grateful of any advice or instruction i've recieved from a mechanic, but i never expect it unless he has the spare time.

Re: Question for service Managers of all types
 

Too much liability to diagnose and give repair inst. over the phone. If it is a repair shop calling for a procedure, or someone looking for specs. no problem, any more in depth than that and we get hesitant. I'm not the service manager, but been on both sides of it as a service adviser and as the technician.I think it is a judgement call. If one of our good wholesale accounts calls with a question for a tech, and they are a reputable shop just looking for some info I will help them.

Re: Question for service Managers of all types
 

I have seen that before also. One time we had a customer call and talk to a mechanic about a charging problem, the guy came in and bought a stator. The next day he brings the boat in with the same problem, the mechanic looks at it and finds a bad rectifier, then he looks at the new stator and it is hooked up wrong and burned up. so we call the guy and he wants us to give him another one. :rolleyes:

Re: Question for service Managers of all types
 

I understand the liability thing. I guess a few bad apples ruin it for everyone. Its my opinion that if you are doing the work yourself, you are taking responsibility for the outcomes, and if you pay a mechanic to do the repairs, he is taking the responsibility.

Re: Question for service Managers of all types
 

I used to have car porters that loved to give advice over the phone :D

In most cases they could even give it in the caller's native tongue :cool:

The question is always the same "Is there someone there that can help me with a repair question?"

If a tech is not specified, none is needed :rolleyes:

Re: Question for service Managers of all types
 

I never give advice over the phone unless someone is stranded trying to get their car started so they can bring it to me for repair. I will offer any tricks I know to help. I will not help do it yourselfers unless they have already purchased something from me and they are having problems. I have been doing this for a long time. The fastest way to get rid of a time waster is to ask: "would you like to make an appointment to have your car looked at? " that will usually flush out the non profitable customers from the good ones. Remember, that 80% of your problems will come from about 5% of your customers. So it is important to do your best to get and keep good customers.

Steve Hixson

Re: Question for service Managers of all types
 

For me,
Most of my tech's are field service,
( they're not in the shop to take calls)
I field those types of calls.

If they describe a problem, and
you're exactly shure what it is,
I'll tell them what to look for.

Otherwise,
vague questions get vague answers.

It seems like, most of the time,
they're not giving you the whole story,
and you end up "chasing your tail".

I'll give out spec's, fax/ e-mail repair procedures,
even to my competition, as long as the'll do the
same when I need info from them.

Re: Question for service Managers of all types
 

Its simple, we don't do diag's over the phone. Just like doctors, we have to see the patient. Now if its another shop we deal with, I will help if I can but I still won't try to diag a complex problem via phone line.

Re: Question for service Managers of all types
 

When I used to own a powersports business, if the question was not one we could easily answer over the phone, I would ask the caller for a credit card number and tell them I would bill them at our standard hourly rate. When they hesitated (which they all did) I would politely explain that's how we stay in business, we charge for repairs. Most were very understanding. The ones that don't, you probably don't want anyway.

Re: Question for service Managers of all types
 

Well said.

Re: Question for service Managers of all types
 

I too always tried to help other shops..Never had a problem with that

Re: Question for service Managers of all types
 

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Re: Question for service Managers of all types
 

If it's a good customer or friendly shop,I'll help.The others,I tell 'em to put the phone by the car so I can hear it !! Most say "really?"Ofcourse it always sounds like a "muffler bearing" problem.BOB

Re: Question for service Managers of all types
 

I can tell you that as a customer I called around some boat shops when I got my new 525efi and wanted to talk to a tech to find out if they had worked on any. When the service advisor would not let them talk, I just kept calling till I found someone and was comfortable and than I traveled to THAT town to have my boat worked on. I think there is different kinds of customers. car or boat people and than there is just customers. I'm in the first category. I don't want some dumb ass kid salesman telling me my car probably needs a muffler bearings so I will need to leave for the day to be checked.

Re: Question for service Managers of all types
 

I strongly belive that the customer SHOULD be able to talk directly with the tech!!!!! its very reassuring to the customer when he talks to the tech, no long and drawn out conversations but a tech can explain what was wrong and why it took x long to fix and how it happened better the a service writer can most service writers are not mechanics
as for giving a customer advise fixing his own boat for the most part we wont do that its right up there with borrowing tools.

Re: Question for service Managers of all types
 

I think we just got spamed :D

Re: Question for service Managers of all types
 

Tell them that ALL of the mechanics are in boats working and not available by phone. You should try to help them yourself, you are the SERVICE MANAGER. These are the people that sign work orders and are ALL potential SERVICE customers. These are the people that YOU NEED to talk too. Answer thier questions along with a price quote. If you can't answer the question that they have, OR they are do it yourselfer's tell them about the great forum sections in OFFSHOREONLY.com In a friendly way. Foremost of all is your ATTITUDE. You are in the SERVICE BUSINESS.
Just an opinion,
VeeCat

Re: Question for service Managers of all types
 

A good service manager would send an invoice when he ships parts, so the customer can pay for them. :D

:evilb: :evilb: :evilb:

Re: Question for service Managers of all types
 

Well, we all know how it works in the propeller industry. I have run countless theoreticals and perform prop fittings over the phone all day long. This has been our practice from day one.

Julie

Re: Question for service Managers of all types
 

veecat im sorry but I dont agree with you except on the doit youselfer..the boats we work on are performance boat that people spend more on then most people pay for houses and I belive that the customer has every right to talk to the person that is going to work on there boat! Ive been doing this 25 yrs and above all else the customer is # one. I know that I dont want someone whos been in the trade for 1 or 2 years and has never seen a blue motor before working on my boat do you??? and if you dont talk to the tech how do you know who is working on it.... yes there are the papers on the wall but guess what that and a dollar gets you a cup of coffee

Re: Question for service Managers of all types
 

Idont know what labor rate you all charge or pay but where I was before I started on my own was charging 95 an hour, for that the techs can spare 5 mins here or there to talk to a customer just so long as it doesnt get to long winded

Re: Question for service Managers of all types
 

If the Customer has purchased a boat from you,
or his boat is in the shop
or if it has been in your shop
Then
Yes the customer should be able talk to the tech that is working on his boat.
Otherwise the TELEPHONE is the Service managers domain.
The service manager can answer almost any question that a customer has. If he or she can not answer the question, he or she should find out for the customer. The key being CUSTOMER. ANYONE that calls your business is a potiential customer. Anyone that has a boat is a potiental customer. It is the service managers job to make the transition from potiental to CUSTOMER. The service manager should handle the phone calls properly. The service manager sells SERVICE. He is a SALES person like it or not. Not the mechanic that is upside down in the bilge, sweating, bustin a nuckle and not really interested. Mechanics/Tech's are sales people also but secondary and can not do thier job if the Manager does not do his. The service manager can tell you if they are GOOD with Blue 500EFI's, Outboards or 1200 Cobra's. He can tell you who will be on your boat and when. Like the post said 10 20minute calls, these should be treated as service/sales calls by the Service Manager. The guy with a pair of Blue 525's with a buzzer going off that came from your shop get's anything he wants right now. If it did not come from your shop handle it properly and he will become your CUSTOMER. He Called YOU.
Again just an opinion,
VeeCat

Re: Question for service Managers of all types
 

Had that and this one .. Guy call in the spring wanted to know how to summerize his boat said he had reinstalled all the block drains and hoses our person on the phone said sounds like you got everything check for leaks. he went to the water started the boat never opened the motor box and was off.. only problem was he did not turn on the sea cock valve overheated and smoked his exhast muffler and impeller (then blamed us ) New policy no advice given over the phone!