Repair shop ethics

[boogerdoc]

Hey Rusty as you seem to be exceptionally reputable and knowledgeable I have some questions for you that I think a lot of us struggle with.

Why is the wait so long to get simple things fixed so often in shops?
For example, I have my engine in for a simple part that is there in the shop(built in transom saver busted) yet I wait for a week to get it fixed. In my business when simple stuff comes in we get it done, make some money, and move on.

Why not call people in when they're up instead of parking your boat for a week or two?

How do you run things?

[SEAHORSE]

I'm not Rusty but I can mimic him here on this forum.

Most independent shops and dealerships are small, sometimes family owned businesses. They do not have MBA's from a university, but a love for boats, people, and fixing things. That said, running a business based on efficiency, quick turnaround, and profits is not the priority. There is a lot of improvement that can be done, but owners are an independent lot and will not take kindly being told what to do. That's why they have their own business and not working for someone.

A sharp dealer sets aside one day a week for "quickie jobs" so an oil change, 20 hr. check, or a transom saver fix does not have to wait for the usual schedule of service during the busy time of year. A lot of places choose a Wednesday for this and want the boats in the yard by Tue. to get in line.

Scheduling boat work with the public is a hit or miss proposition. Most of the time the boat does not show up or they show up late in the afternoon or the next day, expecting the immediate service. A schedule might work for some regular customers, but not for everyday customers. Some tune-ups turn into overhauls or a lot of other needed work and that changes the whole schedule for the rest of the week. Someone will get pissed off.

Service management is an art, not a book learned science, and there has to be communications with both the customer and the scheduler.

If you have a problem, talk with the sheduler or the manager and see if you can work things out to both's satisfaction. Of course, parts delays, backorders, hidden problems, etc. screw up the best laid plans. Try to be flexible and "go with the flow" or look for another service facility. Most businesses will try to accomodate regular customers in a pinch, or perhaps someone on vacation with a quick problem. That is one reason to patronize and cultivate a relationship with a service provider. If you just show up as a stranger demanding instant service, they may politley or impolitely show you the door.

Anyway, I'll climb down off my soapbox and let Rusty and the others answer your question and/or give me grief.

[TN Snow]

Great answer Seahorse. We do try to schedule our service and once trained the customers do pretty well. It does get overbooked this time of year though with sold units needing to go asap. rob

[chuck21]

another take is the fact that most dealerships may have only one or two tech's working & especially durrung the summer are a first in first out thing.

[msj21xd]

i don't know who tn snow is, but i noticed a link for bunch marine. this is the dealer i got my 225ho from & so far they've "scheduled" my rig & minor maintenance opportunities very well. motor has never been down for anything, but bunch has got me in & out the same day each time i've come in for service. BIG cudos to bunch marine here in east tennessee

[RUSTY63]

Great answer Seahorse.....

[SEAHORSE]

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by RUSTY63 &raquo;</TD></TR><TR><TD CLASS="quote">Great answer Seahorse..... </TD></TR></TABLE>


OF COURSE !!!!

[msj21xd]

one other thought....did you buy your rig at this dealer? while i was researching where & what to buy, the local shops ALL said they get their own customers in & out of the shop first BEFORE rigs that were bought somewhere else.

[boogerdoc]

Thanks for the angles- particularly Seahorse. Very interesting. I am not upset - it's just is a strange business to me. In my job I schedule appointments(certainly with some wait), do an eval and then schedule the repair(sugery). All of which has some wait time just like you guys- but the work occurs at set times the patient is aware of in advance. I just wish boat repair/sales were scheduled so I didnt get the usual "well, we're just behind and couldn't get to it when we told you we would." That doesnt happen for me without an apology to follow. These unscheduled delays in boat repair just seem to be the standard too often to me.

Thanks again you guys, folks dont understand the way we run our business either- just trying to get ya'lls perspective.

BTW- I didnt get the boat there, but these guys dont sell boats- just motors and repair work. I guess we all have our biases in our business though.

[Won Hunglo]

Good answer Seahorse but there is a better way to get fast top quality service work.. When you drop you boat off just slide the tech a bottle of Crown & ask when it will be ready. Don't tie your day up because you will be picking up your completed boat in about 2 hours. Trust me. It works!

[Won Hunglo]

What kind of fine whiskey or beer did you buy the tech. Nothing? Well to the back of the line with the other dead beats! We got 2 Crown boats & a Miller Lite boat ahead of you.

[boogerdoc]

Good to see some more of the real truth. Nice one-

[RUSTY63]

This is a good theory, the truth is......We can only do so much.

[Won Hunglo]

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by RUSTY63 &raquo;</TD></TR><TR><TD CLASS="quote">This is a good theory, the truth is......We can only do so much. </TD></TR></TABLE>

But who's boat will be serviced first. The Crown boat, Miller Lite boat or the "just fix it" boat?

[RUSTY63]

Now Won, you know I drink Bud Light.......

[ChampioNman]

Great answer Seahorse As an independent it is easy to schedule normal maintenance routines, etc. Won you go to the head of the line with the Crown and if you bring Reserve the lot gets cleared ! SH likes the Kaliks from the Bahamas but for him to light you up you need to bring some fresh Conch! . I was up at Rusty's shop a couple of months ago and I'm suprised those guys get anything done , they just get going good working on a problem when somebody else comes in and wants service "Right Now", they fellas drop what they're doing and check out the problem and try and git-r-done so as not to pi$$ of the customer, but like Rusty says you can only do so much in a day. Most good dealerships carry a lot of parts but financially they can't carry everything and sometimes parts do get backordered. So like SH said this throws a wrench in the works and your boat gets parked and on to the next guy. Some shops may show preferential treatment to customers (I know I would if a guy came in every year and bought a new rig), but generally that is not the case. CM

[Kerry201pro]

I think the Bud Light boat or either the Andrew Jackson boat Won will get the first wrench. Of course I will be the first to say, John ain't made no money off of me in the past but hopefully next rounds will be a little different. The techs don't come with a better generosity than John, and that is a fact. But definitely, incentive program will do wonders for anyone in the service industry.

[boogerdoc]

All I can say is that I would trade ear nose and throat doctoring to anyone that would fix my stuff on time. I miss practicing in Nashville where I could have put the bribery and begging on Rusty himself.

[RUSTY63]

Little rock is not that far, come on up.

[Crankin]

I do not want to take away business from Marine shops but i have found that their business is very seasonal . In the past I have worked with auto shops for repairs to my trailor and minor electrical work to the boat. An auto shop generally can get your work done fast and their hourly rate is lower then a Marina. With that said, if i had any Major work needed or any work to my outboard I would go to your local marina.