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One Ringy-Ringy...


6/10/2009
By Mitch Schneider

It’s amazing how many of us live our lives by rote — an endless succession of repetitive acts that all too quickly become patterns and then habits. I know. I’m as guilty as the next guy.
 
Mitch Schneider
It’s amazing how many of us live our lives by rote — an endless succession of repetitive acts that all too quickly become patterns and then habits. I know. I’m as guilty as the next guy.

Ours was and still is a family business and one of our patterns was breakfast for the better part of 40 years. In the beginning, we owned and operated a 24-hour service station, so the time was irrelevant. There was no “opening,” just a shift change. If that was supposed to happen at six o’clock in the morning, we’d meet at the restaurant at 5 and eat while we planned our day. 

Now that I’m the only Schneider left at Schneider’s Automotive, breakfasts aren’t what they used to be. I’ve stopped “stopping” for breakfast before work and plan my day during the 25 minutes I spend on a treadmill or elliptical machine.

After the cardio, I put in a solid 30 minutes of resistance training and then head to my favorite quick-stop, drive-thru, coffee place. From there, it’s off to the shop and a hearty breakfast of protein powder, fruit and peanut butter — every day, Monday through Friday.

My manager Frank and I talk about the day that is about to begin as I choke down my shake. Most of the time, the conversations are light, positive and optimistic. And why not? These conversations usually take place at 7 in the morning, a half-hour before we open and generally before much can go wrong. Sometimes, however, they’re not, as was the case this morning.

I was finishing my shake as we were finishing our conversation when Frank broke off to call a supplier. The call took longer than it normally does and I watched as his body tightened up and his entire demeanor changed as the call finally came to an end.

“Mitch, you’ve got to help me out here. You’ve got to do something about these guys and the ‘new’ phone system! It’s driving me nuts.”

When someone in your organization, someone you depend upon, respect, care about and trust begins a conversation like that you would be well-advised to listen.

His concern was simple, whereas before he would pick up the phone and call our local D.C. directly, he was now being directed to the main warehouse… or, the secondary warehouse… or, somewhere else where he knew absolutely no one. And, that’s if the calls went through. Sometimes the phone would ring eight or nine times — an eternity when you have a client staring at you across the counter waiting for an estimate or availability — only to have the call “drop,” requiring you to start the entire process all over again.

Now I understand the switch to a new and “improved” phone system was undertaken for the express purpose of expediting phone orders. I know it is designed to ensure the phone is picked up — by someone, somewhere — as quickly as is humanly possible, and I appreciate both the effort and the cost involved. I do. I also recognize that the system is new and that there will be “bugs.” But, I think someone may be missing the point, or, at least, missing a point. And that point IS the relationship.

I’d be willing to bet there isn’t a technician or a shop owner in the country involved in a “first call” relationship with a parts house of any kind who does not have a specific “go to” counter professional they ask for every time they call. If the parts house is lucky (translation: good, competent, professional), they may have many, equally or almost equally as personable and qualified. People like me call to speak to people like that because it saves us time, reduces stress and ensures the right part will arrive at the right time and at the right price! It’s just that simple.

If you begin to sacrifice intimacy for the sake of expediency you run the risk losing too much.
You run the risk of losing everything you’ve worked so hard to build, if indeed, you understand the importance of these relationships in the first place.

The personal relationship that exists between a good counterperson and a good tech or shop owner will often forgive late deliveries, the wrong parts and even the loss of a point or maybe even two in margin. A dispassionate, impersonal relationship with a stranger, a computer or telephone recording won’t.

The strongest leg of the three-legged stool supporting our industry is invisible. It is the personal relationships that exist: person-to-person, distribution professional to service professional. Service, price and availability are important: critical in fact.

But, people do business with people, not technology. Technology exists solely as a tool to enhance those critical relationships, not replace them. If one supplants the other, if people are removed from the equation, the only thing left is price and availability and anyone with a newer, cuter, sexier way to capture the business wins — for the next minute or two.

I called my salesman and shared these observations with him and then I called the owner to let him know how I felt and why. Unfortunately, he was out of the office. When he returns and calls the shop, I think I’ll have his call routed to my home… the shop… or, maybe to my cell… And, then…
  Previous Comments
avatar   lou brutus   star   2/8/2010   4:10 PM

Hulk, the problem is that these american companys don't want to pay to keep the jobs in america. They are too cheap. I say if we all got paid a fair wage, and that means better than minimum in any state, then we could charge more for the part, and us americans would most likely quit complaining about price, only if they got paid better. That in turn would stimulate the economy and bring back jobs here. What comes around goes around.



avatar   Hulk Hogan   star   10/20/2009   12:58 PM

"I am a real AMERICAN" Well you know "brotha" we have people in the USA that needs jobs hire them instead of some Vietnam prostitute in Pakastan. USA USA USA!!!!!!!!!!!!



avatar   DAVE ELLIOTT   star   10/15/2009   10:24 AM

At least at O'Reilly, we still talk to Real Americans, not the depressed persian tow truck driver. I believe someone else said his name was "Mike"



avatar   Wolfe   star   7/25/2009   11:37 AM

I came in right as there was a new conversion, so learning the new system is not so bad because everyone is learning it. Fortunately for the customers, they never see the new system. And just as fortunate, because they know that we have a new system, they are a bit more patient. Especially with me, because not only am I working with a new system, I am a new employee. So when I get the call for a part, and tell them to hold on a second, they are quite patient. That is something that you can not teach a computer. Especially if the computer (automated system/operator) is voice activated. Good luck asking that computer for a price on anything if you do not have the full (and proper) name for it. "I need the gasket that covers the..." Congratulations, you already lost that computer! I am not a car guy, I know more about computers. But even still, I pick up on things fast and in this business, even the girls that work for the garage can not help but to learn something (assuming they know nothing). With



avatar   corey   star   7/16/2009   11:21 AM

GOOD GRIEF! Lighten up man. This is automotive repair, not brain surgery. Learn to handle the demands of your customer or find a new career. Don't promise things that you cant deliver. Yea, I know, Betty Homemaker MUST have her car back by 3:00!!! You tell her "no problem", BULLCRAP! It very well could be a problem. Part not in stock, mis-diagnosis, mis-understanding, the parts driver making minimum-wage



avatar   WILL   star   6/29/2009   7:27 AM

IT'S TRUE MITCH. WE CAN CALL TECH LINES OR THE SERVING DC AND GET PUT ON HOLD. THEN AT THE BUSIEST MOMENT, THE CALL GETS DROPPED. IT MAKES US MAD AS WELL AS THE CUSTOMER. ALL YOU WANTED WAS AN ANSWER TO " DO WE OFFER IT, OR IS IT IN STOCK?" NOW YOU HAVE TO DIAL THEM AGAIN AND TELL YOUR BUSY CUSTOMER "I'LL CALL YOU BACK AS SOON AS I KNOW SOMETHING"



avatar   Jason Johnson   star   6/18/2009   8:29 PM

Don't feel bad Mitch, even in the big chains like o'reilly, advance and, autozone we still go through a lengthy call process even with our own tech lines and d.c. and if thats not enough most the time when we call we still get the famous "sorry we cant help you." I know exactly what you are going through.















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