Building your service shop the right way will enhance technician retention and boost productivity
Over the years, our team has been fortunate enough to visit hundreds of dealerships and speak with dealer principals and general managers across North America and Europe. The discussion of buildings is always a hot topic. Although there always seems to be a debate, the one area where there is unanimous acknowledgement of importance to customer satisfaction and the bottom line is the service department.
Comparatively speaking, the cost of constructing a shop is much lower than the showroom or other ‘finished’ areas in a dealership. Perhaps this is a reason why service shops seem to fall under the radar during the planning phases of a new building by many
dealers and OEMs.
Although the importance of the shop is unanimously agreed upon — the quality of building space, technician amenities and processes do not always follow suit. If one is to prioritize areas for investment, here are some tips on how to make the service shop as productive as possible, and contribute to technician retention:
Radiant heat — more effective than ducts that blow hot air. The concept is that radiant heat actually heats the building mass. Which is more efficient and more comfortable than a system that merely blows heat in the air.
Cross ventilation — during times of year where heating and air conditioning are not required, having the ability to create a cross breeze reduces operating expenses and ensures a clean and fresh environment for technicians.
Natural light — whether via skylights or regular windows, natural light is proven to boost productivity in any work environment. Opening windows also supports the cross breeze referenced above.
Artificial light — The traditional Metal Halide “gym light” is no longer the benchmark for service shops. Some may argue that LEDs are not quite ready for the service area just yet. Currently we see suspended T5 fluorescent lamps that directionally adjusted to maximize the levels of light where the technicians need them most. The T5 also pays for itself over time due to its consumption efficiency.
Technician locker room — Square footage in a building is precious, however, the vast majority of locker rooms we see are very cluttered and have inferior finishes and lighting. A few hundred square feet can make all the difference, and allows for growth. The quality of washroom fixtures and showers can also make a very positive statement to technicians who see most of the quality materials and fixtures incorporated into the sales area. Overall, experience indicates that slightly nicer washroom equipment and fixtures are money well spent and encourage loyalty.
Air conditioning — this is a feature that is an absolute must have in most markets in Canada. It is the most common comment we get from technicians we speak to across the country.
Reality dictates that not everything is possible, below is a list of “should haves”, or “nice to haves” and should be seriously considered when planning a new facility.
Automatic car wash — throughput is much greater than a manual wash and obviously does not require additional manpower to operate. More importantly, however, it allows a vehicle to be washed before the technician works on the vehicle. Working on a clean vehicle, especially during snowy and slushy times of year, is far more pleasant and encourages productivity.
Separate and insulated compressor rooms — although compressors are getting quieter, having them in a separate room will significantly reduce the headaches associated with compressors going on and off all day.
Separate wash bays — required to keep the water, humidity, noise, dirt and debris in a separately closed area with walls that have acoustic properties.
Equipment — In a flat rate environment, it is important to have all of the amenities close by. We have seen as many as six lines at every second bay that provide, oil, synthetic oil, waste oil disposal, washer fluid, water, air — and even a task light. In our experience, many technicians prefer these amenities to be hung from the ceiling rather than pulled from the benches.
Special tools and equipment room — In over 90 per cent of the dealerships we visit, these rooms are way too small. Considering that more and more equipment and diagnostics are required, we recommend this area to be generous to promote efficiency and reduce the stress of negotiating around equipment to find the tools of the trade.
Tool maintenance program — although a process, rather than a “building topic”, tools are only useful if they are properly maintained and calibrated regularly. We all maintain our vehicles, so tools should be regularly maintained as well.
From our perspective, technicians are one of the most valuable resources at a dealership. They are on the front line, with a tremendous amount of pressure to deliver nothing less than a perfect job on a timely basis. Their work has a direct impact on the bottom line every day. Dealers invest heavily in having technicians trained by their respective OEMs. Therefore it makes sense to plan the shop thoroughly, invest intelligently, and maintain continuously.
