Enabling technicians to work uninterrupted makes dollars and sense for prudent tire dealers and service shop operators. Here's why.
Disturbing techs in the midst of their tasks is counterproductive because it ultimately may waste more time than it saves.
Disrupting a tech's tasks foments mistakes that delay the completion of a repair, increase the cost of the job and/or create a comeback.
These conditions create dissatisfied customers. There are countless opportunities for interrupted, distracted techs to make mistakes during a repair, a costly consequence in today's highly competitive marketplace.
Reclaiming the trust of unhappy customers is a goal that automotive service providers may not achieve.
I have emphasized in previous columns that clear communication between techs and service sales personnel is vital to the success of every automotive service facility.
Nonetheless, bosses and co-workers should avoid interrupting techs when they are engrossed in intricate repairs or intensive diagnostic procedures.
Successful diagnosis and repair usually demands all of a tech's attention. Years ago, a savvy service station manager stressed this with a homespun saying: "Focused fellows fix it fine and finish first."
Honing an ability to tune out distractions, he added, was a skill that would serve us well throughout our careers.
Some techs ridicule doctors for stating that they "practice" medicine. Out in the bays, these techs assert, auto repair personnel cannot practice their skills.
Instead, customers expect them to diagnose and repair vehicles correctly the first time and every time — no practicing allowed.
However, auto service personnel overlook a meaningful method that medical professionals routinely practice: Co-workers never interrupt a doctor in the middle of a consultation, diagnosis or medical procedure of any kind.
Techs like to brag that they are automotive doctors — mechanical surgeons. But if that analogy is accurate, shouldn't techs operate uninterrupted, too?
Don't techs deserve the same professional courtesy that doctors receive?
Remember that auto repair and medical practice have something else in common. In both professions, oversights and mistakes literally may have fatal consequences.