Most of us feel like we spend a lot of our time putting out fires,if not all day,than at least part of every day.We do it so often,we just accept it as part of the job...but does it have to be? I believe that if you recognize some of the things that start common fires,they can be eliminated.When I work with clients at their stores,I'm always looking for potential”fires.”The problem with these fires is often the gas is poured at one part of the process,but the fire doesn't start until later,and often the person who poured the gasoline is rarely recognized as the teammate who started the fire.Let me elaborate.Think about your common fires: 1.can't find the wheel lock key;2.can't reach the customer;3.customer complains because the hood is up and he came in for a flat repair;4.customer comes back because the steering wheel still vibrates after an alignment;5.customer's car was due to be done 30 minutes ago,and we still have 10 more minutes before the repair is complete.These are just a few of the examples.We all have had these happen-some of them today! And what do we do? We often blame the technician for the failure,especially if the car isn't going to be ready on time.If we really want to get to the root cause,we should first look at the service advisor writing up the ticket.Maybe he spread the gasoline that started the fire.There are a couple reasons why these fires are started,but ultimately it comes down to providing training and eliminating shortcuts.
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