peer to peer
Finish Line vs. Finishing Touch: Who Wins?
Te Problem:
“I have a problem keeping deadlines. Jobs always seem to take longer than originally anticipated. I would rather spend extra time to get a job done right before I sign off on it rather than cut corners. Sometimes it’s difficult to explain to a customer how something is so involved or time-consuming. Even so, I understand this is a business and I need to be more efficient. Any ideas on helping me and my staff balance time with quality?”
Possible Solutions:
Make No Promises, Tell No Lies: “I’m sure everyone has
struggled with this. On larger jobs, we simply do not promise a definite completion date. We let the client know that in order to do the job right, we need to take our time. This is usually fine with the client. Occasion- ally it is an issue and we deal with it on a case-by-case basis. Our installers are on commis- sion. This alone usually keeps the job flow running well. We maintain quality by making all installers responsible for their own labor comebacks. If they have an installation error, they need to fix it, and that takes away from the time they could be earning money. The whole thing is self-policing. Another key is to reduce interruptions. Train your staff to solve their own problems. They should not
be interrupting other employ- ees or management for prob- lems or questions that they can quickly answer on their own.” Mitch Schaffer, Mobile Edge, Lehighton, Penn.
Make Time Your Friend: “I’d try two things. First, add more time to your estimate. If a job will take two hours, tell the customer it will take three to four hours to complete the work the right way. That way, you have ample time to complete the job. Second, ask yourself if you are being as efficient as possible. Is your work area organized? Do you have all the parts in stock and together? I think if you spend some time on these two areas you’ll be okay.”
Michael Betts, Audio Workx, Pittsburgh
12 Mobile Electronics February—March 2013
Get a Grip: “Honestly, after doing this for a while, you simply have to learn how long things take, not from an installer’s word but from real time. Installers always say it’s three hours to do something, and then take five or more hours to do it, using ‘added quality’ or ‘I had a vision’ as an excuse. You just really must get a grip on it and take charge. The business owner must drive the business, not the installers. Don’t let the inmates run the asylum. Now if you have a sales staff that simply under quotes the time to get the job done, take a 2x4 to their foreheads! Remember the old saying: Underpromise and overdeliver.” Parrish Tanner, Ocala Car Audio, Ocala, Fla.
Lay It All Out: “Manage your time or it will manage you. As a manager, you need to recognize that install techs have no sense of time. If they tell the customer the job takes an hour, it takes at least 90 minutes. If you know from experience that a particular job takes an hour, always add 20 per- cent for any unexpected delays. Every car, every job is a little different. You will invariably run into unex- pected issues. If it makes it any easier to estimate the job, break it down into components (how long under the hood? how long to get the deck in? etc.) and then add it up. As far as justifying the time, I have a 100 percent sure- fire method. Have a photo book that shows each step of the install, from pulling the car in and pre-in- stall inspection, to panel removal and storage... everything! Most custom- ers have no idea what is involved in installing a deck or an amp. If nothing else, your install proce- dure is what every other shop your customer visits will have to live up to. Never balance quality and time; that’s what the big boxes do. For the specialist to thrive, top-notch quality must always come first, and justifying the charges is your No. 1 job.” Barry Vogel, 12VSA, Phoenix
Go High Up Front: “You can never beat
honesty. In the long run, customers want more than they pay for, and quality takes time. Better to start off overestimating time; that way, if you finish fast- er, you both benefit.” Woody Molina, Molina Mobile Audio, Woodland, Calif. µ
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68