I am going to start this blog with a question. Would you want a podiatrist to perform your heart surgery?
The answer is of course not.
Yet when the manufacturer tells dealers “we want a certified trained technician on a brake job,” we think it is ok to just change the tech number to a certified tech no matter if they were qualified or not.
So what if the hospital did that? Well if the surgery went well and no one found out, then no one would probably ever know, right? But that doesn’t make it right or even safe. At some point, something is going to go wrong and someone is either going to get hurt or sued.
The same thing applies in your dealership. If you change the tech number, eventually someone will find out, by either someone getting hurt or an audit where you will have to pay back boocoo bucks.
The manufacturer is paying you to do the repair the way they want it done, by technicians they trained how to do the repair on their vehicles.
I get real life though. In your shop, the certified tech may be off, too busy, or heck they just quit. So you don’t want to turn business away and you know that George the steering guy is great on brakes but just not certified. You get him to fix the car and get it back on the road.
What if the hospital did that? I know that I would not want to go to that hospital. Instead, they schedule surgeries so that you get a heart doctor for your heart, not a foot doctor.
How do you make sure that your dealership stays current on training and that work gets distributed to the proper technician for the job?
- Put someone in charge of checking the manufacturer's training site. Put it on the calendar to check certifications every Monday. Print it out, pass it out, hang it up, and make sure everyone has a copy of who is certified for what type of job.
- Hold everyone accountable for their own certification. If they do not get certified, then they will not get that work. Period.
- If you cannot get into a needed class, call your rep and be proactive. They can often give you latitude or help you get into a class.
- Make sure that whoever assigns the work to the technician has the proper information and that consequences will occur if the wrong technician gets the wrong job.a. The car will need to come back to the shop and they will need to call the customer.
b. The job will need to be either reperformed or inspected by a certified tech and documented with time punch and comments.
c. The employees will not be paid until the proper certified technician has performed or inspected the vehicle.
Simply writing off a ticket because it rejected does not help your customer. He is still out there driving a vehicle that someone fixed that was not certified to do the repair.
If your surgery was done by someone not qualified you would want them to reinspect you to make sure you were put back together correctly?
Our vehicles are no different. We spend more time in our vehicle than on our legs so that means they need to safe and repairs accurately done by qualified people.