Skip to main content
EVENT TRACKER
Keep track of rescheduled, canceled industry events with our COVID-affected event tracker - Powered by Snap Finance
Close
Sister Publication Links
  • Rubber & Plastics News
  • European Rubber Journal
tb-logo
Subscribe
  • Login
  • Register
  • Subscribe
  • News
    • OPINION
    • CORONAVIRUS
    • AUTO INDUSTRY
    • BUSINESS/FINANCIAL
    • COMMERCIAL TIRE
    • FACTORY FIXES
    • GOVERNMENT & LAW
    • INTERNATIONAL
    • MOTOR SPORTS
    • NEW PRODUCTS
    • RETAIL TIRES
    • SERVICE ZONE
    • SEMA/AAPEX
    • SMALL BUSINESS
    • TIRE MAKERS
    • SPONSORED CONTENT
    • New round of Paycheck Protection Program funding opens
      Vaccine may usher sense of normalcy
      Cover-up: More retailers requiring face masks to curb COVID
      USW alleges COVID-19 violations at Kumho plant
    • Conti starts production of ‘HL' load index tires for select OE customers
      GM banking on 'BrightDrop' EV to build commercial van business
      Stengel promoted to president of NAPA parent Genuine Parts Co.
      Former auto exec Tyrone Jordan joins Cooper board of directors
    • Linglong planning U.S. launch of 'Hubtrac' truck tire brand in 2021
      COVID-19 takes huge bite out of European tire markets in 2020 —ETRMA
      U.K. race series extends contract with Goodyear through 2026
      New round of Paycheck Protection Program funding opens
    • Linglong planning U.S. launch of 'Hubtrac' truck tire brand in 2021
      Evolving delivery trends good for CV tire sector — Cooper exec
      Conti adding light-duty products to General Tire OTR tire lineup
      GM banking on 'BrightDrop' EV to build commercial van business
    • New stimulus package fixes PPP loan confusion
      USW opposes Taiwan tire makers' dumping counterproposal
      New round of Paycheck Protection Program funding opens
      Taiwan tire makers propose settlement of import duties case
    • OK Tire adds Cooper, GT Radial passenger tires, Michelin, BFGoodrich commercial tires
      Linglong planning U.S. launch of 'Hubtrac' truck tire brand in 2021
      Global OTR Library adds wheels, rims to portfolio
      Conti starts production of ‘HL' load index tires for select OE customers
    • U.K. race series extends contract with Goodyear through 2026
      Goodyear Racing staying on track
      General Tire Canada renews sponsorship deal with Raceline Network
      Indy Autonomous Challenge: High-speed, head-to-head, no drivers
    • Linglong planning U.S. launch of 'Hubtrac' truck tire brand in 2021
      Hankook doubles size range of Ventus V2 all-season UHP line
      Conti adding light-duty products to General Tire OTR tire lineup
      Goodyear-brand belts back on the market under licensing arrangement
    • OK Tire adds Cooper, GT Radial passenger tires, Michelin, BFGoodrich commercial tires
      Wholesaler K&M Tire hosts virtual dealer conference
      Hankook doubles size range of Ventus V2 all-season UHP line
      New stimulus package fixes PPP loan confusion
    • AMRA to host 5 educational webinars in Feb., March
      Shocks/struts maker KYB unveils video training series
      Bauer Built completes expansion at Neb. facility
      Marinucci: Basic steps to email efficiency
    • WTC hosting webinar Jan. 20 on load-capacity standards
      Denver's Brian Sump named AAPEX Shop Owner of the Year
      DUB, TIS Wheels founder Myles Kovacs is SEMA Person of the Year
      AAPEX: Using social media to promote your business
    • New stimulus package fixes PPP loan confusion
      Vaccine may usher sense of normalcy
      2020 Review: PPP loans give boost to small businesses
      Latest COVID relief bill includes $325B in small-business support
    • Linglong planning U.S. launch of 'Hubtrac' truck tire brand in 2021
      Papadimitriou to leave position with Pirelli after six months on job
      SRNA increasing prices on Dunlop motorcycle tires
      Sentury Tire hires Martin Winter as global OE technical director
    • Sponsored By Yokohama Tire Company
      7 questions to ask consumers when they need tires for a crossover SUV
      Sponsored By Yokohama Tire Company
      Stocking Tires for Crossover SUVs
  • SHOP FLOOR
    • BALANCING
    • DEMOUNTING
    • SAFETY
    • TIRE REPAIR
    • TPMS
    • TRAINING
    • VEHICLE LIFTING
    • WHEEL TORQUE
    • Video: Balancing Tire
      Safety tips for wheel balancing
      An introduction to wheel balancing
      Wheel weights: Balancing form with function
    • Video: Demounting
      Tire changer types, tips and trends
      How to clear rim rust and corrosion
      An introduction to demounting, mounting and inflation
    • Video: Safety
      Customers
      Considerations for shop safety policies
      Introduction: Creating a culture of safety
    • Video: Tire Repair
      Essential tools, materials and equipment for tire repair
      An introduction to tire repair
      How to properly patch a puncture
    • Video: TMPS Service
      The life-saving work of TPMS
      An introduction to TPMS service
      The importance of proper relearn procedures
    • Video: Training
      Internship ideas to attract tech talent
      Choosing the right auto service tech school
      Intro: Finding and training technicians
    • Video:Vehicle Lifting
      The gravity of proper lift points
      Safety essentials when using jack stands
      An introduction to lifts and lift safety
    • Video: Wheel Torque
      The importance of torque specifications
      Introduction to proper wheel installation
      Torque check and recheck recommendations
  • Multimedia
    • VIDEOS
    • PHOTOS
    • PODCASTS
  • Events
    • ASK THE EXPERT
    • LIVESTREAMS
    • WEBINARS
    • SEMA LIVESTREAMS
  • Data
    • DATA STORE
  • Resources
    • DIRECTORY
    • CLASSIFIEDS
  • ADVERTISE
  • DIGITAL EDITION
MENU
Breadcrumb
  1. Home
  2. News
August 21, 1995 02:00 AM

CLEANLINESS DISTINGUISHES TOP SERVICE SHOPS

Dan Marinucci
  • Tweet
  • Share
  • Share
  • Email
  • More
    Print

    Cleanliness is next to godliness. It's also a valuable, cost-effective marketing tool for tire dealers who perform automotive service. Marketers like to exploit product features that make the product distinctive and memorable-favorable memories that prompt consumers to buy the product again and tell their friends about it.

    The product you're selling is auto service. Cleanliness should be a key feature of every repair that technicians perform regardless of the dollar value of the job.

    But the realities of the marketplace are that cleanliness is often lacking.

    As one manager put it, ``The moment the customer opens the door, he knows someone's had his hands all over the car.''

    Conversations with astute owners and managers, as well as my own shop experience, convince me that adding the cleanliness feature will be a hit because it's a pleasant surprise to most motorists. These customers will appreciate you more because your techs didn't leave their ``signatures'' on the interior or exterior of their vehicles.

    Savvy service personnel know the way to impress customers and earn their loyalty is to simply surpass their expectations.

    Revome the excuses

    Implementing a cleanliness program is relatively inexpensive and easy provided you eliminate the common excuses techs trot out when a customer complains about a greasy door handle.

    First, invest in a paper towel dispenser for each work station or service bay. Either mount the dispenser yourself or have the tech mount it himself in the location of his choice-but mount it immediately.

    You can buy paper towel rolls by the case dirt cheap (no pun intended), so there's no reason to do without.

    What's more, there's a wide variety of disposable paper ``wipers'' available on rolls or in pull-out dispensers. Besides automotive suppliers, contact industrial supply outfits or specialty paper suppliers.

    Second, purchase all-purpose spray cleaners such as those used for the bathroom or kitchen. They are usually adequate for the kinds of cleaning jobs techs do on door handles, door panels, steering wheels etc. Like paper towels, you can buy cleaning products cheaply in bulk at discount centers.

    You also may upgrade to stronger commercial-grade cleaners that automotive chemical companies offer.

    Whatever route you take, do something. It's better to implement a cleanliness program on the cheap than not at all. Once you implement it, set the example where necessary. If the shop's extremely busy and you notice some paper towel dispensers are empty, refill them yourself. Not only will techs appreciate this small courtesy, the gesture reinforces the importance you place on a clean image.

    If you start the program with a flourish but allow empty spray cleaner bottles and towel dispensers to remain empty, you're undermining your own efforts.

    In some shops I've visited, each tech has his own ``detail pail'' containing spray cleaner and a small scrub brush. These fellows don't want the owner to see a lone clean spot on a very dirty part. So if they get grease on an already dirty steering wheel or door panel, they quickly scrub the entire part.

    Typically, the customer's flattered and almost self-conscious about the extra attention given to his or her dirty car.

    Customer feedback tells us the clean up effort telegraphs pride in workmanship and a genuine concern for the customer's property. These are the warm emotions that help bond customers to a service center's staff.

    Avoidable or not?

    Try applying the ``avoidable vs. unavoidable'' standard to sloppy technicians. Many capable techs are oblivious to grease prints or oil stains because their work experiences taught them these were normal, acceptable occurrences.

    When I was a manager, I had difficulty convincing otherwise-good workers to clean up after themselves. Recently, a working owner in a service shop gave me the simplest, most effective ground rule I've heard.

    When he finds grease on a car, he asks the tech if the soiling was avoidable or unavoidable. Phrased this way, the tech realizes it's time to grab his cleaning materials and make good.

    This owner also emphasizes the value of the vehicle to his techs. ``A good used car today is $5000-$10,000, a new family sedan can be $15,000-$20,000. Those are substantial bucks to many customers, so we must treat those vehicles accordingly,'' he said.

    Letter
    to the
    Editor

    Do you have an opinion about this story? Do you have some thoughts you'd like to share with our readers? Tire Business would love to hear from you. Email your letter to Editor Don Detore at [email protected].

    SIGN UP FOR NEWSLETTERS
    EMAIL ADDRESS

    Please enter a valid email address.

    Please enter your email address.

    Please verify captcha.

    Please select at least one newsletter to subscribe.

    Newsletter Center

    Staying current is easy with Tire Business delivered straight to your inbox.

    SUBSCRIBE TODAY

    Subscribe to Tire Business

    SUBSCRIBE
    Connect with Us
    • Facebook
    • LinkedIn
    • Twitter
    • RSS

    Our Mission

    Tire Business is an award-winning publication dedicated to providing the latest news, data and insights into the tire and automotive service industries.

    tb-logo
    Reader Services
    • Contact Us
    • About Us
    • Site Map
    • Industry Sites
    • Order Reprints
    • Customer Service: 877-320-1716
    Partner Sites
    • Rubber & Plastics News
    • European Rubber Journal
    • Automotive News
    • Plastics News
    • Plastics News China
    • Urethanes Technology
    RESOURCES
    • Advertise
    • Privacy Policy
    • Privacy Request
    • Terms of Service
    • Media Guide
    • Editorial Calendar
    • Classified Rates
    • List Rental
    • Digital Edition
    • Careers
    • Ad Choices Ad Choices
    Copyright © 1996-2021. Crain Communications, Inc. All Rights Reserved.
    • News
      • OPINION
      • CORONAVIRUS
      • AUTO INDUSTRY
      • BUSINESS/FINANCIAL
      • COMMERCIAL TIRE
      • FACTORY FIXES
      • GOVERNMENT & LAW
      • INTERNATIONAL
      • MOTOR SPORTS
      • NEW PRODUCTS
      • RETAIL TIRES
      • SERVICE ZONE
      • SEMA/AAPEX
      • SMALL BUSINESS
      • TIRE MAKERS
      • SPONSORED CONTENT
    • SHOP FLOOR
      • BALANCING
      • DEMOUNTING
      • SAFETY
      • TIRE REPAIR
      • TPMS
      • TRAINING
      • VEHICLE LIFTING
      • WHEEL TORQUE
    • Multimedia
      • VIDEOS
      • PHOTOS
      • PODCASTS
    • Events
      • ASK THE EXPERT
      • LIVESTREAMS
      • WEBINARS
      • SEMA LIVESTREAMS
    • Data
      • DATA STORE
    • Resources
      • DIRECTORY
      • CLASSIFIEDS
    • ADVERTISE
    • DIGITAL EDITION