Managing expectations with your auto repair customers

The global supply chain crisis is weighing heavily on the auto care industry. At repair shops across the country, small jobs like brakes and suspension work are now taking days to get fixed.  There’s been oil filter shortages, tire shortages, and brake rotors are currently hit and miss. At one point tires were so rough that price and availability estimate were only good for 60 minutes.

Some customers have been waiting for months for a part to come in to fix their vehicle, and the remaining healthy technicians at shops are burning out from all the long hours covering for their isolating, COVID-positive colleagues.

While there are so many elements of the supply chain issues that you cannot control, one thing you can control is how you communicate this less-than-ideal situation to your customers. Many of them will be angry, frustrated, annoyed, or a host of other emotions because their vehicle is an essential part of their daily life. But, the good news, is that most of your customers are not living under a rock and are well aware of the global supply chain crisis — it’s one thing to read about it in the news and another to experience it first hand.

A good start in navigating these bumpy waters is by fostering trust in your customers. One way to do this is by being honest. Be honest about how long it is expected for the part to show up — and be honest that that's the manufacturer’s best guess, but this is unchartered territory for them too and it could potentially be longer. Be empathetic. Not having a fully functioning vehicle is a terrible thing for many families. Tell your customers you understand how difficult it will be while you wait for the part to come in and be sincere in showing you care. Listen to them as they complain to you about how much of an inconvenience this all is.

PTEN advisory board member Pete Rudloff reminded me that it's smart for a service manager or owner to remember parts shortages aren't always because of the part.

“Sometimes it's the parts house having staffing issues. In that case, a shop may need to send a porter to retrieve a part even though normally the parts seller delivers. Flexibility is important on the shop side,” he said.

And make sure to follow-through. When the part comes in, give the customer a call right away to set up their appointment. Do the work well (of course) and continue to express gratitude to the customer for waiting patiently (even if they were not the most patient!).

As far as staffing issues go, Rudloff said may clients understand that our hands are tied when a staff member has a COVID-related absence. At his shop, they are honest with the customers and simply explain what's going on and what our proposed timeline is to get their car back on the road. He hasn’t had   single client say anything other than "I hope your team gets well soon, just keep me posted on when I get my car back".

“In the day and age, we live in most people will understand that auto shops are facing unprecedented challenges. The key to success with people is clear communication and setting realistic expectations,” Rudloff said. “I kind of have to believe that's sage advice for any client-driven business today.”