Communication From Technician To Consultant

As humans, we talk a lot, but we don’t communicate very well. Poor communication is the Number 1 challenge we have in our daily objective of fixing cars and taking care of our customers. Communication affects every aspect of what we do. It does not just affect some things… it affects EVERYTHING.

One very important area is in the communication from the technician to the consultant.

It is paramount consultants know what is happening in the shop. The only way they are going to know what is happening in the shop is by the technicians telling them. They need to know what cars are in and being worked on. They also need to know what cars are not in and what the plan is for getting them in. Consultants need to know what cars have been diagnosed and what is the diagnosis? Are we waiting for parts? When are the parts expected to arrive? How long will it take you, the technician, to finish the service?

These are just some of the things your consultants need to know. Help yourself and help the whole process by keeping your consultants informed.

Think a moment about why the consultant needs current and accurate information.
1. Provide accurate information to the customer regarding diagnosis, repair, current status and projected completion time.
2. Consultant saves time being informed rather than having to hunt down the technician or other teammate for information.
3. Consultant will be at the service counter more rather than out in the shop or in the parts department seeking information.
4. Technician will be more efficient not having to stop and answer the telephone to answer the consultant questions.
5. The diagnosis and status information will be more thorough and accurate.
7. Parts pricing and availability will be more accurate.
8. Relief on the last minute time crunch of processing the repair order for the customer picking up their car.
9. Earlier warning when a problem is occurring so a better resolution can be arranged.
10. More complete warranty process cycle.
11. Better revenue flow with more efficiency, less mistakes, and HIGHER CUSTOMER SATISFACTION.

It is like the person chopping wood with an axe. He can keep chopping away even as the axe gets dull, requiring more effort with less results. Or he can take the time to sharpen the axe, resulting in less effort and more results.

Take the time and put forth the effort to communicate effectively. It will be of great benefit to yourself, your teammates and to the customer!