What Makes A Great Workshop?

[GTR-N1]

I see threads now and again, where SAUers want to know if 'this' workshop is good or 'that' one is better?

So I ask, what makes a great workshop?

Do you give x points out of 10 for a range of things; or just one area?

Is your opinion of that workshop based only on 1-2 of the following criteria - and if it's past tense, did you get caught out?

(This is not a Name 'n shame game)

Do your "Criteria" include...

a) value-for-money in service?

b) accurate diagnosing?

c) availability of spare parts?

d) not trying to sell you something you don't need?

e) affability and communication of the workshop manager?

Key...

a) = maintaining goodwill, ethics, knowledge, efficiency

b) = knowledge, experience, puzzle-solving ability, sequential IQ

c) = goodwill, customer service, efficiency

d) = good ethics to not go down the path of greed, trust

e) = communication skills, maintaining goodwill, sharing of knowledge

I'm sure I've missed out on some other criterion. Wish to enlighten?

[VB-]

*most of this applies when i go with friends to see their cars when at a shop, my work i do myself*

the biggest thing that pisses me off is when they try to keep you in the dark or flat out lie to you for why its taking so long

i dont mind if they are not the cheapest (easy for me to say, i do everything myself )

i dont mind if they arent the best at tracking down parts

i dont mind if they take some time to work out more difficult problems

i dont mind if they try to push parts etc

just tell me what you are f*cking doing and dont bullshit me about it. i try not to demonstrate any indepth knowledge of cars when i first go to a shop, and because of that, i've had some pretty big name workshops spin me crap when i ask something about the car.

communication has to be one of, if not the most important thing. that and any sign of pure greed shits me to know end also (although i do see the difference between pushing parts onto you and greed)

[Panko]

I've been working in a few workshops and some places I've seen other mechanics does not

treat customer's car well enough (trashing, joyride, revving for the sake of it). I won't do that

kind of thing to my car, I'm sure any other customer does not want that to happen to their car

either.

[hapa8u]

honesty . machanics are the biggest theifs ever

[Daleo]

honesty . machanics are the biggest theifs ever

What's a "machanic"?

Silly statement, talk about painting with a broad brush...

The workshop I use always keeps me informed of what is going on, especially if there is going to be some sort of cost or time blowout. Doesn't happen often but it's a nice touch.

Has also passed on savings to me, when items he's ordered come in at a lower cost; could easily keep the extra and I'd be none the wiser. Integrity like that keeps customers coming back.

The other thing that frustrates me is when people expect their workshop to "do a deal" for them, then shitcan them when they won't. My mechanic has one of the higher labour rates I've come across, and I'm happy to pay it, because his workmanship is second to none.

Sometimes unrealistic expectations can destroy the relationship, I work as a fitter/machinist and some peoples' expectations are quite unbelievable! We're tradespeople, not magicians...

[BoyWhoCriedWolf]

Communication.

Its the basis of any relationship.

[Owens]

- Accurate diagnostic

I've had a couple bad experiences in the past with my old prelude taking it to a particular mechanic. There's no worse feeling than getting your car back only to find the problem is still there and you've paid 100's for them to "fix it".

- Communication

I hate ringing up and hassling mechanics to ask what's going on with my car. Makes me feel like I'm nagging them and they'll end up hating me.

[alr33x]

service and communication to me cost is irrelevant i dont want to get ripped off but if they look after me i would rather pay a bit more for good service and advice then pay less for a dodgy dumbass.

[Birds]

*is tempted to start a "what makes a great customer?" thread*

Customer understands:

1. Fixing a car is not an exact science, there is a lot of trial and error involved and every car is different

2. Mechanic has to break even or the business will cease to exist

3. You are not the only customer

4. Rust and old components make a job twice as long/hard

5. Things go to plan and timeframe about 10% of the time

6. Parts take time to come

7. Cash flow dictates all

8. Time on the phone is time away from the hoist...multiply by x customers

9. Warranty issues usually take precedent over new jobs

There are plenty of fans and non-fans for every workshop, and the reason for this is that there are two sides to the story. A little understanding on both parts goes a long way. There are alot of shit mechanics, there are alot of shit customers too.

[evil_weevil]

first major one...

nudie posters of tits hahaha

nah really...im a strong beleiver of good customer service

I dont like bullshit, i dont like salesman - i want to be treated and my car treated as I would treat others

so good customer service

good product knowledge

proven results

up to date product knowledge and up to date equipment

price and location doesnt bother me - I pay for good work

and also travel for good work

my mech is in girraween, suspension worker in rydalmere and i travel from central cost.

[siksII]

Physically fixing the car is the easy part, what I find mechanics struggle with is communication, timeliness, honesty and respect for customers.

I have never seen as consistently bad customer service in any other industry. Too many know it all tools with no brains that think they are gods gift to their workshop.

[Birds]

Also, try to get quotes up front or have your mechanic quote you on parts every step of the way...that way you have no arguments over the final bill. And yes there are alot of not-so-bright mechanics, it is scary how little some know about the basics. Do remember that it is a couple of tafe certificates and/or an apprenticeship with a senior dumbass which allows entry into the field. Then there's the break even pay...there's no extrinsic incentive for intelligent folk to waste their brains in the automotive industry.

[writeoff]

That they can accurately diagnose the problem and then fix it properly. This is the ONLY one that really matters for me. I've been to too many workshops that get it right 85% or maybe 90%, and their mistakes have cost me a lot of $$$$. Communication is good but I'd rather a surly mechanic who got it right 100% of the time than a great guy who made mistakes regularly. I don't do any mechanical work on my GTR and I need to have confidence in the car when on the track.

[greensa14]

Knowledge and reputation is a big one.

I have had some pretty bad experiences with mechanics in the past.

I used to have a 1600 that was pretty modified. The mechanic decided to take it for a "test drive" and wrapped it around a tree! Lets just say i didnt go back.

I think find someone you can relate to and talk to, who knows your car, and has experience working with the car you have.

YOu hear so many stories of people in thrreads with the old - I bought a new turbo and went to XXXXX for a tune and they told me this and that, and are very dissapointed with results.

Then they take it to a reputable business and you usually hear a different story.

Walking into a workshop and being made feel welcome and having friendly people working there builds trust.

If you find someone good stick with them, as continued business and loyalty goes a long way for both parties.

[Deano 1]

Communication.

Its the basis of any relationship.

+1

[jjman]

the problem is that this involves commenting on a desired outcome that is highly variable depending on the person.

For example- Im busy, imfastidious, iv got money, i know my car very well and im smart (so i can tell if you arent playing fair or havent dont the job right).

Based on that Im happy to pay a premium dollar for work on my car as long as:

-the job is done right the first time (i havent got time to come back, nor should i have to if i am paying a premuim)

-i know if something has been done half assed so please make sure that it isnt, if the apprentice is working on my car- manage that process please. Im not paying a premium to have the apprentice do a shit job on my car.

-i DO understand things seldom go to plan, and there are cost and time blowouts, im alright with that. Just dont make that the equation with the result be a job that is not quite right.

-mechanics as a demographic arent natural communicators, particularly under stress or in conflict situations which can often be the case in their work it seems. Im not expecting you to be a good communicator, just do the mechanical work right. (tho i do know that alot of people do want the good communicator, and it is a bonus, but im not going to fool myself into thinking it is required nor essential.)

I know other people want to have their work done as fast and cheaply as possible and based on that they might be happy to tinker with the job afterwards to get it just right.

Other people just wanted to be walked n talked through the process so they feel at ease with parting with serious cash for work they perhaps know nothing about. Even if they really will still have no idea if it was done right or not...

As i said, its a very variable equation.

Im still looking for the right mechanic for my R33, and iv been disappointed many times so far in my search. Iv found that special meachanic for my bikes n my other cars that arent as unique as an R33. But the turbo import mechanic- im still waiting for you...

Edited November 12, 2010 by jjman

[typevu]

+1 for communication

I HATE IT WITH A PASSION when workshops run past their promise due date and don't contact me to tell me whats up leaving me to chase things up. I don't care what their excuse is - it takes a minute to call up a customer to notify them what is going on - if they cant even do that then its their lost, my money will go elsewhere.

[R34ecaps]

Professionalism, quality. And most importantly service.

[GUN_METAL_GTR32]

a nice clean workshop with friendly staff is important i think as well.

also when they listen to what u want. i hate when i had my old mechanic coz i was a lil stingy and couldnt really pay for the better service i recieve now. i took my old car down and was like i need this done, and then they be like well u need this this and this when i know i dont...

when i started my engine build i went to my friends workshop (sabadins) and spoke to the 2 of them (my mate and rob the owner) in the office. my mate knows how i drive so his knowledge was key in building the engine the way we have... i think when they do a lil background work on there customer is very important...not just saying i want xxxkw at the wheels and going and doinig it.

[alr33x]

I have never seen as consistently bad customer service in any other industry. Too many know it all tools with no brains that think they are gods gift to their workshop.

this.

i went to a place the other night more a backyard/business type thing pretty common these days it went like this.

me: i would like xxx doing - (simple job)

him: nope

me: ...why not?

him: dont want to.

me: ummm.......

like wtf might not be a massive job i didnt even ask how much i would have had it done whatever the cost probably as i cbf doing it myself, so now i gotta drive like 1 hour to my second best option to get it done cos well.. i dunno the guy is lazy.

certainly wont invest in this blokes particular business anytime soon or bother to recommend it..