Ask a Service Manager anything...anything at all.

Ask a Service Manager anything...anything at all.

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itcaptainslow

Original Poster:

3,695 posts

135 months

Thursday 5th October 2017
quotequote all
I thought it'd be quite nice to steal Mexman's idea and have a thread for the after sales side of the car dealership business.

The title is perhaps a little inaccurate, but there's only so many characters (have PistonHeads been taking tips from Twitter when designing their forums?) available.

Firstly, I'm not a Service Manager anymore. I got out of the motor trade around three years ago. This though has the upside of being able to be a little more open about my views on certain things. I won't get personal about anything, though, so please don't ask for names and identifiable stuff!

Secondly, any offensive questions or trolling will simply be ignored, so it's not quite "anything", but it's almost!

I've worked for several manufacturers, mostly "mainstream" but one German prestige marque, and spent most of my time in my career in the industry as an Advisor before being promoted to Service Manager-I did this for around three years before my escape. I hoped my career would have taken me out of the frontline of dealerships into the manufacturer backstages somewhere, perhaps as a regional aftersales manager bod coaching dealerships into better performance, before the opportunity to do something I'd always dreamed of away of the industry presented itself. Didn't need asking twice.

Anyway, fire away people. Any other aftersales peoples, please feel free to join in!

Edited by itcaptainslow on Thursday 5th October 02:47

Mexman

2,442 posts

83 months

Thursday 5th October 2017
quotequote all
Great idea for a thread.
Tough job, I know the service manager at our place has probably aged about 10 years in the year that I have known him.!!
Always seems so bloody miserable..

itcaptainslow

Original Poster:

3,695 posts

135 months

Thursday 5th October 2017
quotequote all
Being a grumpy knobhead is a pre-requisite for the job! I nearly considered taking up smoking it was that stressful.

HTP99

22,445 posts

139 months

Thursday 5th October 2017
quotequote all
I started off in the parts dept and moved on to sales, so I do have a bit of background and knowledge from an Aftersales perspective, however it was over 15 years ago.

The good thing with our dealership is that there is no "them and us" mentality when it comes to sales and after sales, (which is a very rare thing) we all get along great we all help each other out, we are all respectful of each others position within the dealership, we generally all work together as 1 and this also includes the techies too.

Other branches of our group are the complete opposite, there is definately a "them and us" mentality and zero give and take, it shouldn't be like that at all but it is, a garage will work much better if everyone gels and I think that is a big reason why we have so much repeat business, customers know we all get on and there is a great atmosphere amongst everyone, plus all of us throughout all departments (with the odd one or 2) have been there for well over 10 years; we are a family.

I considered, 5 years or so ago trying our a service advisor position elsewhere for a more stable income; the prestige brands pay well, however ultimately I don't think I could do the job, in sales I deal with questionable people but service seems to be a whole new level.

Edited by HTP99 on Thursday 5th October 06:33

talksthetorque

10,815 posts

134 months

Thursday 5th October 2017
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What was your internal service rate to the sales department as a percentage of the "full" service rate?

threadlock

3,196 posts

253 months

Thursday 5th October 2017
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You may not know this if you were front desk rather than workshop, but how many times did work just not get done because of a pressure to get jobs through the workshop? Car comes in for a service but other jobs take longer before it so there isn't time to do the oil change. Never mind - just wipe down the filter so it looks new and the customer is none the wiser.

It's my biggest fear when my cars get serviced. Main dealers are under so much pressure to earn money and survive against the manufacturers' unreasonable demands for glossy showrooms that they must have to cut corners from time to time, screwing either the customer or the warranty companies to max their profits.

/cynicalmode

Prohibiting

1,734 posts

117 months

Thursday 5th October 2017
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What’s the naughtiest thing you’ve witnessed a mechanic do to a customers car?

HTP99

22,445 posts

139 months

Thursday 5th October 2017
quotequote all
threadlock said:
You may not know this if you were front desk rather than workshop, but how many times did work just not get done because of a pressure to get jobs through the workshop? Car comes in for a service but other jobs take longer before it so there isn't time to do the oil change. Never mind - just wipe down the filter so it looks new and the customer is none the wiser.

It's my biggest fear when my cars get serviced. Main dealers are under so much pressure to earn money and survive against the manufacturers' unreasonable demands for glossy showrooms that they must have to cut corners from time to time, screwing either the customer or the warranty companies to max their profits.

/cynicalmode
I can assure you that at our place, everything gets done as we say it will and corners most certainly don't get cut; ever, it is just not worth it for a safety and reputation point of view.

Gad-Westy

14,521 posts

212 months

Thursday 5th October 2017
quotequote all
This isn't meant to be an attack but will admit it's born of bewilderment!

Now that you're out of the industry, how do you view the rates charged by main dealers? I haven't paid these rates myself but I'm astonished to hear of people routinely paying in excess of £100 per hour for main dealer labour rates. Compared to other industries, it seems a huge number.

How long does a diagnostics check take?

What is your view on labeling of Master Techs and other such titles? From the outside it's all a bit 'Apple Genius Bar'.

buggalugs

9,243 posts

236 months

Thursday 5th October 2017
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Which brand has the nicest customers?

Phil Dicky

7,162 posts

262 months

Thursday 5th October 2017
quotequote all
talksthetorque said:
lee_fr200 said:
(He was trained by jct Ferrari and Porsche as well so you would think he would know what he was doing)
He did know what he was doing.
But it's his money now, not JCT's.
Coupled with the fact that he appears fundamentally dishonest.
He should have claimed for those on his business insurance if he didn'twant to pay.
I think you do right to not go to his garage. This also has the bonus of not having to drive to Batley biggrin
Talking of Batley what ever happened to Well Lane Turbo Centre..had an iffy reputation but always stocked some decent motors.

PositronicRay

26,959 posts

182 months

Thursday 5th October 2017
quotequote all
HTP99 said:
threadlock said:
You may not know this if you were front desk rather than workshop, but how many times did work just not get done because of a pressure to get jobs through the workshop? Car comes in for a service but other jobs take longer before it so there isn't time to do the oil change. Never mind - just wipe down the filter so it looks new and the customer is none the wiser.

It's my biggest fear when my cars get serviced. Main dealers are under so much pressure to earn money and survive against the manufacturers' unreasonable demands for glossy showrooms that they must have to cut corners from time to time, screwing either the customer or the warranty companies to max their profits.

/cynicalmode
I can assure you that at our place, everything gets done as we say it will and corners most certainly don't get cut; ever, it is just not worth it for a safety and reputation point of view.
It does happen, maybe not condoned my management but the odd rogue techy and workshop controller turning a blind eye.

xjay1337

15,966 posts

117 months

Thursday 5th October 2017
quotequote all
Tell me why the fk anytime my car goes to a main dealer (it hasnt for about 3 years and the last thing it went in for was a warranty repair) , that the dealer goes on about "oooooo you havent had your cam belt changed" or "your suspension is about to fall off!" when it isn't, it's just the service book is not kept in the car!

I swear they say it to every one and if only 1 in 50 people say yes they'll make a fortune. Very bad in my opinion.

MellowshipSlinky

14,673 posts

188 months

Thursday 5th October 2017
quotequote all
Have you ever had to lie to a customer by telling them the massive scratch and gouge on the door of their 6 month old car was ‘there when it came into the workshop’ then quickly backtrack when there was evidence it wasn’t?

2 sMoKiN bArReLs

30,230 posts

234 months

Thursday 5th October 2017
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This is turning into the most hideous thread on PH! Stop confirming the opinion that the general public have of garages!

Mods....lock it quick!

mp3manager

4,254 posts

195 months

Thursday 5th October 2017
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Is the screenwash top-up con really necessary?

Justin S

3,637 posts

260 months

Thursday 5th October 2017
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Do you get commission on selling things which cars dont need ? Just after visiting Audi Basingstoke this week for collecting a colleagues car from MOT, their idea of warings and costing the work was 4.5mm tyres and 5mm left on the brakes. For a grand total of £800, which the work wasnt needed , although they made it seem it was .

Jerry Can

4,424 posts

222 months

Thursday 5th October 2017
quotequote all
MellowshipSlinky said:
Have you ever had to lie to a customer by telling them the massive scratch and gouge on the door of their 6 month old car was ‘there when it came into the workshop’ then quickly backtrack when there was evidence it wasn’t?
Have you ever had to lie to a dealer and tell them there was not a scratch on the car when in fact there was all the time. And then happily and fraudulently take a a free chipsaway type repair on your car.?

Leptons

5,113 posts

175 months

Thursday 5th October 2017
quotequote all
lee_fr200 said:
I can answer that

My cousin has a garage in batley I've seen him wreck the gearbox on a RS6 by launching it hard multiple times (charged customer for a new box)
Took me out in a Porsche 911 and ragged the arse out of it
Accidentally drop the bonnet which cracked the headlights to which he failed it's mot (again charged customer)
They've fit turbos to cars claiming as brand new but just had old ones refurbed and other things similar

And various other not nice things I wouldn't ever put my car in there
(He was trained by jct Ferrari and Porsche as well so you would think he would know what he was doing)
Batley isn’t such a big place.


  • Puts blanket ban on every garage in Batley and tells all family and friends never to go there.

sparks_E39

12,738 posts

212 months

Thursday 5th October 2017
quotequote all
Gad-Westy said:
This isn't meant to be an attack but will admit it's born of bewilderment!

Now that you're out of the industry, how do you view the rates charged by main dealers? I haven't paid these rates myself but I'm astonished to hear of people routinely paying in excess of £100 per hour for main dealer labour rates. Compared to other industries, it seems a huge number.

How long does a diagnostics check take?

What is your view on labeling of Master Techs and other such titles? From the outside it's all a bit 'Apple Genius Bar'.
The overheads of a main dealer are very expensive. The one I work at charges just over £100 an hour, and before I worked in the industry I thought that was ludicrous. Now I think it's actually about right. I'm a service advisor for a main dealer. It can be a bit stressful sometimes and isn't really that well paid (circa £20-22k) but I do enjoy it. I don't want to become a service manager though, don't think I'd want that much stress. A diagnostic check is charged initially at one hours labour. It isn't alway about hooking up the machine.