Service Station

chathurad · January 4, 2016

hi all,

I'm planning to open a high end vehicle service station for all types of vehicles in Colombo and pls support me on giving new ideas to differentiate my service from others

Apart from the basic services done to the vehicle which almost every service station does, what else you expect to have in a service facility??

Any value added service you think good to have??

what are the weaknesses you see in premium service stations have?

any other suggestions?

thanks!!!

gayanath · January 4, 2016

Weaknesses in the service stations

1. Unqualified staff - which means

a. no basic knowledge about how to keep the customers property (I mean keep cleanliness of seat covers, etc) eg. while doing vacuum clean, they don't care about laying the dirty vacuum hose without touching the seat cover, sitting on the seats with dirty overalls, etc.

b. no basic knowledge about how to lift the vehicle - always use wrong position with wrong adapters and finally damage the edges of the vehicle.

c. no basic knowledge about general basic things which should know by mechanics - use correct tool to remove filter, level of oil filling (always overfilling), etc, how to clean brake liners, etc.

this all means, need proper training to the staff........ It's the extremely difficult but most important thing.

It's better if you could establish a "state of the art" repair center with qualified people too (no need a bigger one, small but proper one) as VAS.

Crosswind · January 4, 2016

Staff is the biggest problem. You just can't find hardworking and skilled people. After one or two months the good ones go abroad or start their own business with a little capital and one golaya. Only the ones who steal or the ones who can't do anything properly are the ones who remain.

To avoid this (or after learning this lesson), most of the people in this industry bring down workers from the estates. They can be trained for basic work but not for attention to detail or anything more than changing engine oil.

They also get in to drugs and hookers and get their whole life in to a mess..

Believe me, I have some practical knowledge in the service centre industry. But I still won't discourage you. Just don't expect to pay peanuts to people and expect them to do good work.

chathurad · January 5, 2016

thank you for your advises.. ill make a note on training.. I have an idea to implement mobile service as well including lubricants service where my team goes to customers resident and do basic services... like to know your view on that as well. if there is any others suggestions pls advise ..

thanks all

Rumesh88 · January 5, 2016

I know a former subordinate of mine who started a service station and was doing an excellent job according to the feedback from those I referred to him. However, he went through the exact predicaments Crosswind explained above and finally sold his business. There is a way you can go about handling the staff of this kind successfully if you (or your manger) are up to it. Just use M*rvyn Silva methodology (both the language and actions) and trust me, you will be fine .

Your suggestion for a mobile service is an interesting market niche if you can build a customer base over a time period. However the practicality and cost structure should be looked into very carefully.

Crosswind · January 5, 2016

Let me elaborate a bit more on the practicality of 'mobile service'.

Mobile service means working with limited amount of equipment in limited space. No hoists, no HP washer, no way to discard used oil, no special tools if needed, no water (in some locations) so doing good quality work is that much difficult

That's not even the problem. Suppose if a guy actually performs a good job in a mobile service, it can be assured that the first time will also be the last time you will get paid for it. The guy will get hold of the customer himself and do the same service for cheaper. He wins, customer wins and you lose.

So we also looked at pickup and return service - ie. send a driver to pickup the vehicle, do the service and then return it. This caused more problems because a large number of vehicles are under third party cover and anyway the customer will flatly (and rightfully) refuse to take liability for any accident damages, no matter how minor it can be. And not to mention, the drivers take joyrides in these vehicles. Would you want some random guy to go around Colombo in your vehicle with Shaa FM on full blast while hooting at passing girls?

hrm · January 5, 2016

I know a former subordinate of mine who started a service station and was doing an excellent job according to the feedback from those I referred to him. However, he went through the exact predicaments Crosswind explained above and finally sold his business. There is a way you can go about handling the staff of this kind successfully if you (or your manger) are up to it. Just use M*rvyn Silva methodology (both the language and actions) and trust me, you will be fine .
Your suggestion for a mobile service is an interesting market niche if you can build a customer base over a time period. However the practicality and cost structure should be looked into very carefully.

This is true. I observed this once in a service. Thought maaan this guy is a born thug. Guess that's how it should be done for average joes work there.