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Abisai
Student
Springfield, Oregon
2
Questions
Updated
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What are the parts people need to fix the most in a repair shop?
Thinking of working in a repair shop.
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1 answer
Mark W Stanley, PMP
Experience Designer
6
Answers
Los Angeles, California
Updated
Mark W’s Answer
Hi Abisai,
There are two ways to think about your question. If the emphasis is on the word 'parts' as in car parts, the number one item is probably things like tires and batteries. That's why you find even places like Costco performing those services because it's something fairly standard and that every car needs.
Another way to think about your question is if the goal is to 'fix' the service process. Nearly everyone who pulls into a service shop is at the mercy of the mechanic. Very few people really know about the parts in a car, and modern cars are more like computers on wheels. What used to be a simple metal bumper is now a device that contains sensors, cameras, and energy absorbing materials to survive an impact. And, what happens when the mechanic takes that bumper off and finds further damage? How do you explain that to a customer in a way they can understand? How long do they have to wait for the repair? What will the real cost be? Is there a shuttle service? Are loaner cars available at a reasonable cost? Is the person interfacing with the customer good with people? All of these 'parts' are really things that contribute to a service experience that at most places needs to be 'fixed.'
What's the difference between these two? The first is tactical, at a very granular level, down to the specific item or process. The second is much more strategic and considers the entire business process.
Hope that helps!
Best,
Mark
There are two ways to think about your question. If the emphasis is on the word 'parts' as in car parts, the number one item is probably things like tires and batteries. That's why you find even places like Costco performing those services because it's something fairly standard and that every car needs.
Another way to think about your question is if the goal is to 'fix' the service process. Nearly everyone who pulls into a service shop is at the mercy of the mechanic. Very few people really know about the parts in a car, and modern cars are more like computers on wheels. What used to be a simple metal bumper is now a device that contains sensors, cameras, and energy absorbing materials to survive an impact. And, what happens when the mechanic takes that bumper off and finds further damage? How do you explain that to a customer in a way they can understand? How long do they have to wait for the repair? What will the real cost be? Is there a shuttle service? Are loaner cars available at a reasonable cost? Is the person interfacing with the customer good with people? All of these 'parts' are really things that contribute to a service experience that at most places needs to be 'fixed.'
What's the difference between these two? The first is tactical, at a very granular level, down to the specific item or process. The second is much more strategic and considers the entire business process.
Hope that helps!
Best,
Mark