Quality Control (QC)
Why is quality control important?
Quality control ensures that product quality and appearance are met according to high company expectations before getting into the customer’s hands.
Quality control is a process followed by nearly all Fortune 500 companies to ensure that top quality work and performance are met on every single product and service.
The same should apply to your business!
When a customer spends upwards of $1,000 for service on their vehicle, it should be returned to them in the condition they expected and paid for with no residual issues. Left behind grease on the steering wheel, stains on the floor mats, and an oil cap left loose are just a few mistakes that happen every day in the auto repair industry. These human errors can easily be fixed with a quick 5 – 10 minute walk-around by someone who did not perform the work on the vehicle. A simple mistake can easily leave a customer with a bad taste of your shop, changing their mind to never return again.
Benefits of quality control include:
Customers will keep coming back, knowing that they received top quality service the first time and every time they visit your shop. Loyal customers are worth 10 times their initial visit. It is 6-7 times more expensive to acquire a new customer than it is to keep an existing one.
It takes 12 positive consumer experiences to make up for one bad consumer experience. Consumers are likely to tell 10-15 people about their bad experience.
A service writer/counter person may notice something that was originally not written up, such as a past due oil change sticker that a technician missed, which can lead to add-on sales.
The ROI shops can expect:
Using a Quality Control form ensures mistakes are caught by you vs. your customers and ensures they leave your shop with a positive customer experience. It costs 7x more to acquire a new customer than to keep an existing customer.
What is our definition of quality control?
Every vehicle that comes through the shop undergoes a quality control inspection by a service writer or counter person prior to closing out the ticket. Everything is documented using a digital quality control checklist. Issues that the counter person looks for include the following:
- Is there grease on the hood, door, steering wheel, console, etc.?
- Are check engine or warning lights on?
- If an oil change was performed, are lights reset and sticker placed in the windshield?
- Are tools left in the vehicle?
- Is the work completed and the vehicle fully reassembled with caps put back on and belts/hoses tightened?
Digital Quality Control Inspection
Integrates seamlessly with the autotext.me workflow. One click of a button takes you to the quality control sheet.
Just like autotext.me, you can use the pre-loaded template or create your own to suit your shop’s needs.
A digital quality control sheet eliminates handwriting, promotes accuracy, and is easy-to-read.
How does quality control affect my shop?
In the Golden Rule Auto Care case study, autotext.me founder and shop owner, Chris Cloutier, found over a period of two days that 80 percent of serviced vehicles had residual issues after they had undergone quality control inspections. With its ability to report the frequency and types of residual issues found in vehicles, autotext.me’s digital quality control feature enables shops to better dial into their business.
Following are statistics from Golden Rule Auto Care:
- Quality control time without drive time: 5 to 10 minutes
- Quality control time with drive time: 15 to 20 minutes
- Golden Rule Auto Care’s average: 12 minutes
- KPI or goal for Golden Rule Auto Care’s QC issues per month: 10% or less
- This year, they have run as high as 25% of issues found
Example KPI sheet from Golden Rule Auto Care
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