When Ryan Devonshire, co-owner of Ernie’s Service Center in Felton, looks at the auto repair industry, he sees change. “It’s become very high-tech,” he says. “It’s not just nuts and bolts like it used to be.”
That means anyone who wants a career in auto servicing and repair needs to keep current with those changes. “It comes down to continuing education,” says Mr. Devonshire. “You need to make sure your credentials and certifications are up-to-date or you won’t be able to provide the service customers need, and you’ll lose your customer base.”
Use employment time as an indicator of high standards in training and experience. “Employee longevity and a low turnover rate say the owner trusts the employees and the technicians know what they’re doing,” says Mr. Devonshire. “Service centers with a high turnover rate either aren’t desirable places to work or simply can’t find good, qualified technicians.”
Thanks to the Internet, customers are becoming more knowledgeable about cars. “People will come to a shop with a print-out of a Google search that says what’s wrong with their car,” says Mr. Devonshire, “but what they’ve diagnosed may have nothing to do with what’s actually wrong.” This new customer knowledge and attitude requires service advisors and technicians to communicate, explain and educate. Mr. Devonshire says the best service centers are adept at communicating with their customers and explaining exactly what’s happening with their cars.
