Despite the abundance of car services and masters in every city, none of them sits without work: the internal demand for auto repair services remains open. The number of cars is growing, both new and supported, and they all require technical support.
In such conditions, the opening of a hundred is a favorable direction for investment. In this material we will give a detailed business plan of the auto service center from scratch, we will tell about the stages of development and give an approximate payback calculation.
Description of the project of auto service
You can really make money on the car service. Despite the high competition in the market, the demand for auto repair services remains high and continues to grow together with increasing car park in Russia.
You can start work in different formats; In this business plan of the car service, the idea of \u200b\u200bthe opening of a multifunctional auto-service center, which will offer a wide range of services, from repair to washing. This will enable as many customers as possible, increase revenue.
It is necessary to warn, open this business better person with experience in car services or with support for such an expert.
The case will require quite large investment, more than 10 million rubles. You can implement the project with your efforts either using franchisors.
Relevance of business repair business
The number of vehicles in Russia is growing annually. As of the beginning of 2019 Park automotive technology There were almost 52 million units in the country, 84% of which had to do passenger cars.
This directly affects the capacity of the car service market, because each car requires those. service. In terms of value, the market capacity is about 600 billion rubles. in year. There is a potential for further expansion associated with the growth of the fleet and wear of transport.
The following services are used by high demand:
- car wash;
- body repair;
- tire gun.
Other services of car serviceers are also in demand: no one is insured against breakdown. Car owners do not like to delay repairs, and if the case immediately appeal to workshops.
Situation in the market
In the maintenance market road transport Competition is high: there are many single, network services and individual crafts in the country's regions.
Independent services (single or network) occupy more than half of the market. On individual auto repair shops (including the "garage" type) account for about a quarter of the market capacity. Authorized dealer centers occupy a share of about 12-15%.
But the existing proposal does not satisfy the entire demand in those. maintenance. The Russian economy is in a crisis, which leads to a decrease in the income of citizens. It encourages people to save and buy supported cars that a priori require more repairs.
Market analysis and competitors
There was a distinct trend on the market, testifying to the outflow of car owners from official service centers in private companies (network and single). This is evidenced by the decline in sales of the "Officials" from 49 billion rubles. In 2017 to 46 billion rubles. In 2018 in 2019, up to 43 billion rubles is expected to decline.
Russia has several major network companies that opened their branches in dozens of Russian cities. There are services specialized in trucks cars (For example, "Truck Center"), although most one hundred aimed, naturally, on cars category V.
Network companies have their own clientele, in still Russians for the most part prefer to make repairs in cheaper single services or individual craftsmen. The auto repair market in Russia is considered opaque: unregistered "garage" enterprises are very common (and popular) throughout the country.
Varieties of service
The varieties of auto repair shops differ in both the types of repair services and specific specialization. Types of services can be grouped in 4 categories.
- Official dealers. These are network services that serve cars concrete brand. Found in Russia not so often; The demand for services of such dealers is moderate, including due to high prices.
- STR serving the vehicle of one manufacturer or specific model. Work in this niche is risky, because the business is limited to a certain group of consumers.
- Single hundred with or without accreditation. The demand for such services is high, prices for services are significantly more acceptable in comparison with official centers.
- Car service in the garage. In unregistered hundred, working underground, you can make inexpensive repair, but the professionalism of workers is often not too high.
The choice of the main activity
Before opening the station. Maintenance, it is necessary to carefully analyze the situation on the market, the ratio of Russian and foreign cars, the competitive environment, their focus, possibilities and prices.
Most Russians who bought new carAfter the deadline, the warranty goes into alternative services offering good quality work on more low prices. And the owners of the supported cars in official centers do not appeal.
In this business plan, a project for opening a single service station with the following list of services is considered:
- tires. Rabot Cables: Balancing, Replacing PES, Tire Repair, etc.;
- diagnosis and Remount. AvtoCePVC will be pubed with Mains of Paznaya Mapok. Calibling a matter with a connection and doubly;
- kYSOVABYS. Repair KYSOVA: CAPAKA, POCPACKA, PICHA;
- car wash.
What you need to start?
The opening of the modern STR will require quite large investment. The article "Equipment and Inventory" is especially allocated - the purchase of high-quality equipment will require additional investments. The stock of consumables and raw materials is necessary, but it must be remembered that many details are ordered on external services at the expense of the client.
Table 1. The size of the initial costs for opening a car service.
Work and sales are assumed in the city with a population of 1.5-2 million people. Additional expenses are the costs of utility payments, promotion, premises, etc. The size of tax deductions in the calculation is not taken into account.
Legal questions
First you need to choose an organizational and legal form: IP ( individual) or LLC (legal entity).
During registration, the OKVED-2 codes are indicated, the main ones are:
- 45.3 "Topfall AvtAmes, JZLI and PPInads";
- 45.20 "TEHNICKOE ACCOUNT AND PEMORT AUTOPANCED CPEDCTVES";
- 45.20.3 "MOYKA AUTOPANCED CPEDCTVES, POINT AND CONTRIBUT ANALYNE YEARS".
Part of the work does not require a license. For example, washing and lubricant work. For monitoring and diagnostic works, coloring, repair of brake control, glass toning, etc. Certification is required. For normal work A hundred should get the right permissions. A complete list of services to be certified is indicated in OKU.
You need to get permissions from the fire service, SanEpidstation.
Accreditation rules
If the opening of the car service with an inspection point is scheduled, it will be necessary to receive accreditation from the state.
Accreditation rules of those. Services are listed below.
1. The presence of facilities and means necessary for technical diagnostics.
2. The ability to transmit information about the results of the results carried out in a single automated system.
3. Availability of at least one technical expert.
To obtain accreditation, it is necessary to have sufficient material and technical resources and sort out in many regulatory acts. To launch such a hundred, it will take at least 4-6 months. During this time, you need to get all the documents and permission from the state (RSA), purchase and mount the technique, employ the technical staff, including a graduate specialist, to create a system documentation and data transmission system.
Select room
For opening a multifunctional car service, an area of \u200b\u200b800-1000 square meters will be required. m. In addition to workers, warehouse and administrative premises, it is useful to equip a place for a small cafe, where customers can relax, buy drinks and snacks.
Select the room must be based on the requirements of the SES:
- the minimum distance to residential buildings, public buildings, water bodies - 10-50 m;
- the presence of all communication systems (water supply and sewerage, ventilation, heating, electricity, lighting);
- equip the locker room for staff, shower and bathroom;
- when finishing the workspace, use matepales;
- looking a hole and 2/3 walls (from the floor) lay out ceramic tiles or oil paint;
- put the floor with a tile.
Nuances location STR
Where is it profitable to place a car service?
First, in places near the main highway and highways. There is more a stream of cars, that is, above the likelihood of the influx of new customers. The competent arrangement of advertising in such places will provide high attendance.
Secondly, near the gas stations. Service in such a place will attract the attention of drivers. You can cooperate with refueling, use it to promote your service station.
Thirdly, near or directly in the garage complexes, where the density of cars and potential customers is high.
Fourth, not far from Megamolov, large shopping centers, etc. You can even agree to use part of the territory of the Parking shopping center for the creation of a hundred.
It is useful to choose the location of close to large transport hubs, where there are no competitors (in close proximity). Car service need to equip parking.
Equipment
The staff of the equipment required to provide a whole list of repair services are purchased.
- diagnostic stand with computer equipment, scanner;
- stand for adjusting wheel alignment with sensors;
- tire fitting equipment;
- welding equipment;
- motor tester;
- equipment for richtovka;
- kraspopult;
- lifts;
- domkrats, etc.
The entire necessary hand tool is prepared consumables, Working uniforms and personal protective equipment.
Equipment for office, cash register, furniture (including waiting area) will be required. It is useful to purchase special software for organizing all types of accounting, controlling the repair process of each car.
With the specified equipment, you can open a multifunctional auto service center. approximate cost will be 10 million rubles.
Search for spare parts suppliers
Each client expects his car to put in order as quickly as possible. However, there are a lot of autoodets, and we are almost impossible to stock all. So, one way out remains - take a specific detail under the order. This will require a reliable supplier who has the desired products, and which can be delivered to operational time.
Secondly, a supplier choose competently. It can be a local store and / or a large federal network. It is useful to establish contact with the spare parts supplier without unnecessary intermediaries.
Thirdly, you need to cooperate with the delivery services. Of course, these are extra money, but they can be entered into the customer's account.
Staff
For opening an enterprise, various staff will need. The working team will consist of:
- auto mechanics;
- motorists;
- tires;
- cuzers;
- malyarov;
- welders;
- administrator to work with clients;
- utility workers.
Accountant services can be ordered by outsourcing in the accounting office. Tasks of marketing promotion can be delegated to advertising agencies. You also need to order security services in a specialized firm.
It is important to find workers with high qualifications; Less qualified employees should make repairs under the supervision of more experienced colleagues. The recruitment of personnel needs to be taken very seriously.
The staff is large - consists of 17 people, it is possible to combine several posts by some experts. The wage fund will be about 500 thousand rubles.
Marketing Plan and Effective Advertising Methods
If the service station works efficiently, people gradually learn about it, and "Sarafanny Radio" will make their own business - the service clients will talk about their familiar and the client base will arise.
However, at the first stage, to more actively attract new people, it is necessary to actively act in the field of marketing. Below briefly indicate several methods.
- Creating a brand with all attributes.
- Installation of outdoor advertising, road signs, in places with high permeability, especially close to the center itself.
- Publication of ads in the media.
- Website creation and its promotion on the Internet, conducting a group of social networks, advertising at urban forums.
- Affiliate marketing with automata, catering establishments, etc.
Profitability and payback
The size of the initial costs is 12.675 million rubles.
When calculating revenue, we will proceed from the average for the market speakers to visit a hundred - 15-20 cars per day. The average check (excluding car washing) is 3.5 thousand rubles. And also on the car wash, you can earn about 15 thousand rubles. per day (450 thousand rubles per month).
Monthly turnover will be 2.025-2.55 million rubles.
The total monthly cost of 1.8 million rubles.
Net profit (in the developed condition) - 225-750 thousand rubles.
With this calculation, the car service center will pay off in 1.5-4.5 years.
Table 2. Economic justification of business ideas.
Pluses of business
In the conditions of increasing the fleet of automotive technology, the idea of \u200b\u200bopening a car service is very promising. Several advantages of this business:
- permanent demand for car repair services (in a broad sense). For the car you need to take care, to eliminate faults in time. On the russian roads machines requiring repair, abounding;
- high surcharge on services. You can earn money even with the provision of small services, and more serious repairs often costs car owners in a round sum;
- thanks to this, the case is able to pay off rather quickly;
- permanent car service customers are an excellent "Sarafan Radio" - they will tell themselves about the quality hundreds of their friends, that is, they will contribute to advertising and promotion.
Cons and risks
First, the qualified workers find not easy. The staff who is engaged in direct repairs should well understand the mechanics, operational properties and workflows of cars. Any error during repair will lead to problems for the service itself and its position in the market, at least, or to a more serious breakage, if not an accident.
Secondly, in addition, to find a fellow workers, they are still needed and kept. Need to create profitable terms Labor, including providing good salary. All this additional costs, especially at the beginning of work.
Thirdly, high competition. To attract the clientele, you will have to make additional efforts in advertising and marketing promotion.
Fourth, seasonality. The season on the service station opens at the beginning of autumn and closes to the middle of spring. Summer demand, although it remains, it falls to a minimum.
Business development options
Even when the business entrenses and starts to bring permanent income, it is not worth stopping for achieving.
It is necessary to monitor the situation in the market and the competitors, analyze their work, prices, take into account this when building their marketing policies and suggestions.
Continue to work is possible and without expanding the business, but this approach can lead to negative consequences in the future. If not to look for new opportunities, they will find and implement someone else, which can weaken the position of the car service in the market.
Several extension options:
- trade, for example, on the territory of one hundred and open a small auto parts store, lubricants, special. liquids and others;
- open new centers on their own either in partnership with other hundred;
- offer franchising services;
- expand to cargo car service, etc.
FRANSHIZA AUTOCEPVIA.
For sufficient capital owners, you can go on a simpler way to take a ready-made business model for a sample by opening a franchise business.
Famous Russian companies act as franchisors, and for the established fee help beginner entrepreneurs in the opening of car services. Moreover, support turns out to be at all stages of the development of the case. In fact, the franchisee entrepreneur operates according to the specialists developed by experts. step by step scheme And it gets the opportunity to work under the already known brand. If there are questions, it may seek support to the franchisor support service or to a personal curator.
The scheme is attractive, but you need to pay for it. First, make a one-time payment, secondly, regularly pay royalties (monthly payments), a certain percentage of revenue. Naturally, it is necessary to have a certain amount of starting investment.
Franchising services on russian market offer several companies, highlight the main:
- "White Service";
- Bosch Auto Service;
- "WILGUD";
- "Remik"
- Fit Service;
Summing up the article, you can say: to speed up the payback, you need active advertising. The faster people find out and appreciate the new service, will become its regular customers, the faster the business will come to zero. Therefore, an entrepreneur is recommended in advance to increase the amounts that will be directed to marketing.
The finished business plan of the car service is available in the article available for free download.
Efficiency of activity Commercial enterprises can be assessed by the set of standard indicators, while the specifics of the functioning of the enterprise and the types of its activities may require additional criteria, indicators and methods for assessing the effectiveness of its activities.
Performance performance of car service and dealer centers
As basic indicatorscharacterizing the dealer center, incl. and maintenance stations, you can select the following:
- Number of posts for service auto vehicle;
- the level of workload posts to maintain motor vehicles;
- revenue per single service of motor vehicles;
- Profit and profitability per single service of motor vehicles;
- technical provision and quality of maintenance station equipment;
- compliance of the equipment of the maintenance station, required standards;
- level of training of specialists;
- productivity of workers;
- sales of cars;
- The proportion of car sales in various equipment;
- sales of automotive spare parts;
- the number of requests for buyers for warranty repair and maintenance;
- Level of client clients with service quality and service;
- turnover of stocks;
- level of efficiency of equipment use;
- market share;
- Qualitative indicators (availability of the client room, Internet recording capabilities, availability of the company's website).
Assessment of the image of the auto service company
An indicator of measurement of imagethe automotive enterprise is an indicator of the average growth rate of its margin income, for a certain period of time obtained by attracting new customers. The formula for calculating this indicator may be represented as follows:
TRMD% \u003d MD1 / MD0 * 100%
where TRMD is the growth rate of marginal income from bringing new customers,%; MD1 - margin income from bringing new customers of the reporting period, den.; MD2 - margin income from attracting new customers of the previous period, den .; TRSR is an average growth rate of margin income from the attraction of new customers,%.
Formula for calculating the level of load of car service posts
Station workload level To maintain motor vehicles, it is defined as the ratio of the number of busy posts for the repair of vehicles to the total number of work shift time:
PZ \u003d SV / in * 100%
where the PZ is the level of workload of posts for servicing motor vehicles,%; ZV - time of employed post for repair of vehicles; In - the total amount of work shift time.
Profit and profitability per post service
Profit and profitability On the post of service of motor vehicles:
PrpoSt \u003d PR / NPOST
Ppost \u003d prpost / s
where POST is profit per 1 post service, rub.; Pr - total profit from car service at all posts, rub.; N Post - number of service posts; R Post - profitability of one service post,%; W - the cost of one service post.
Labor productivity of workers of auto service centers and maintenance stations
Labor productivity workers Car service centers and maintenance stations can be calculated both in kind and in value terms:
PT. nAT \u003d N. aV. / Sch
where PT NAT is labor productivity in kind, units / person; N AV is the number of cars serviced in the analyzed period, units; SSC is the average number of employees.
PT \u003d C / SCH
where PT is labor productivity in value terms, rub ../ person; B - revenue from the sale of car service services, rub.
In the dealer center, the productivity indicator of trading personnel, represents the ratio of the magnitude of the trade turnover (revenue from car sale) to the average number of trading personnel:
PT. dTS \u003d B (TO) / SCCH (TP)
where PT DC is labor productivity in the dealer center in value terms, rubles / person; In (TO) - revenue (turnover) from the sale of cars, rubles; SSC (TP) is the average number of trading personnel, people.
The components of the quality of service of the car service
Or car maintenance station is understood as a combination of three components:
- completeness of the work or customer requirements provided for in technology on this work;
- compliance with the system of regulatory values \u200b\u200band compliance of the work conditions;
- Time (duration) of the fulfillment of the service.
The main criteria for assessing the quality provided by car service of services are:
- bring to the minimum value of unfulfilled work;
- reduction to a minimum of the number of work performed not qualitatively;
- minimizing the actual deviations of the work performed on the repair of services and aggregates from regulatory requirements;
- Minimizing the loss by the client of the time of the actual use of vehicles.
Typically, the effectiveness of the car service is determined by the production of the workshop, gross profit and the level of customer satisfaction. Often resort to the analysis of the average check, the average filling of the outfill order, the average expansion of the order-order additional. Services and other indicators, individual for each entrepreneur. But still, these data are not able to reflect full picture What is happening.
Scheme of a comprehensive assessment of the effectiveness of car service or dealership
Based on this, it is possible to build a scheme for a comprehensive assessment of the effectiveness of the activities of the auto service or dealership center.
Integrated approach to the analysis of the effectiveness of car service
Thus, an analysis of the effectiveness of the activities of the auto service (Dealer Center) is carried out on the basis of high-quality and quantitative indicators.
An example of assessing the effectiveness of the AUTO Center "KAMAZ"
The table provides high-quality indicators of the company's performance.
In this way, as of the end of 2016, in the company: the level of conformity of the equipment STO required standards is at the level of 7 points out of 10; the level of qualification of the station staff required characteristics at the level of 7 points out of 10; The level of customer service requirement at the highest level - 10 points. At the same time, the company has its own, fairly developed Internet site, which has the ability to record on maintenance through the Internet.
The volume of services for maintenance and repair of motor vehicles is considered to be inexhaustible. Every year, the number of new cars made by happy car owners is growing. The market capacity should add the turnover of the secondary segment of the secondary segment in more serious service. The adjustment of the volume of services provided by car services occurs only at the time of disposal of the means of movement in government programs and during the design of the trad-in.
Other market capacity
According to the data published by the Avtostat agency, on January 1, a number of cars that are registered by the State Security Inspectorate road approaches 45 million. This, not counting the trucks, which also need timely and high-quality service.
In the context of the available park passenger cars The tenth part is represented by transport not used for direct purpose. Approximately the fifth of the means of movement is operated periodically - these are pensioners and other persons who are highly dependent on the budget on the content of movable property. Three fourth - the prevailing part of the fleet is always on the go, it is on this category that they are waiting in car services in 2019.
Participants in the market in 2019
The expected auction of the executors of the willing of car owners for 2018 can be considered a considerable. Services of services become more educated. After the end of the warranty in private enterprises can be considered predetermined, since the cost of spare parts and repair itself leaves the dealers to be desired. Sales in official centers for 2019 are expected to be 43 billion rubles against 49 and 46 billion in 2017 and 2018, respectively.
Care in alternative services does not affect the market capacity, the displacement of volumes occurs in independent service station and private garage zones. The choice of the consumer forces official dealers to revise their business policy. The prevailing part of the companies "plays" losses by reducing staff, imputing additional services. An example of a competent customer-oriented program is the filing of Mitsubishi, which offers a tangible decline in prices for spare parts and service. True, the general trend of sales is preserved, - for the entire 2019, an increase in all the plants without exception has been announced.
Signments of sales in section segments
Until official dealers Lose their customers tired of overpriced prices, car owners turn to the average market segment - independent companies. Service level, convenience and average check rather quickly determine the choice of the owner, especially since you can choose components, a list of works.
Despite the existing pressure in the industry, dealers continue to receive updated prices due to the latest increase in value added tax. In this regard, the average check on average and younger market segments continues to grow.
While in the market sector continues perturbation, the potential of the market remains in the inattention zone. Aggressive marketing, which consists in guaranteed service, no longer helps, the consumer spends on service exactly as much as it considers it necessary, often preferring to the expensive service exchange of a car in the secondary market. The only hope of official and independent STR is the provision of a unique service associated with the need to fulfill high-precision work, requiring high qualification of personnel and specialized equipment. A specific electronics today is equipped with 95 percent of all auto industry products.
π₯ Liders Sales car market in 2018 - Target Landmark Car service for 2019
In order to show high sales, operators automotive repair It is necessary to understand the market and its structure. Following this sales of new cars begins to activate and secondary marketwhere the most popular and practical car brands are treated.
First place on the basis of sales of 2018 for Kia Rio, - more than 100 thousand new cars came out for the gate dealer centers. This number included X Line assemblies, conquered the hearts of domestic users of the crossover. The figure is quite logical, especially since last year it was sold for only a thousand cars.
The second and third places remain the Hyundai folk for Russia, is Creta and Solaris, respectively. In 2018, over 65 thousand of both brands were implemented, the truth for the last reporting period was able to transplant adherents for the last reporting period. korean Auto industry on a cross-plating platform.
The situation for 2019 according to analysts predictions, looks ambiguous. In the desire to transplant car owners from sedans to a higher clearance, manufacturers were slightly fascinated by prices. It is possible that in anticipation of consumers aimed at changing the car will be a boom to a more budget segment. This analogues of once popular maltracks Getz. and Picanto.
The real potential of underestimation is seen behind the lower line Top-10 Renault Sandero.
Treatment of growth for 2019
The car service market in the current year will continue to take over the impressive share of consumption. Service maintenance, repair and replacement of parts, restoration repair after traffic accidents, tuning and other popular services remain in the attention of the car owners. Combining service with parking, sinks, tires, cafes and children's zone will certainly increase the attendance of the centers.
From the consumer side, the main costs in the service spectrum remains the quality and optimal cost of service services combined with minimal expectation. The behavior of car owners is often poured into the search for the right and reliable one hundred, regardless of belonging to a particular market segment. In the meantime, the quality of the manufacturer and service remains at the proper level, because some models of cars continue to be used for more than 20 years.
Work in the company Professional guys! Got into an accident, addressed an independent expertise, since the insurance closed, the documents were needed for Rs, Sergey immediately oriented, suggested that and how, Victor came to the next day, photographed everything to the little things, after a week examination was ready, in two weeks Compensation is obtained in full and assessment costs ... So if anyone needs, boldly contact! Recommend
Anatoly S.
Having got into an accident, the experts of the insurance twice came to inspection (external damage, then hidden) eventually paid the amount that is clearly not enough to restore the car, turned to the guys, everything was done at the highest level! Very promptly and, most importantly, I myself did not go where I looked around the car in the service, they ourselves amounted to and sent a claim to the insurance! I just had to wait for payments) I recommend! The guys work professionally, quickly, for very acceptable money! ππΌππΌππΌ
Sergey S.
I liked the company. Without inflating, the jacket, Paphos and blah blah .. Everything is essentially. Work promptly. Prices are within. No prepayments. Impressions are very positive.
Andrey Sh.
Guys professionals with a capital letter, thanks to Alexey. Judged with Rosgosstrach about a year, and at the last meeting, thanks to the professionalism and knowledge of his business, we won the court. I will recommend my family and loved ones. Thanks for qualified help.
Natalia M.
I have a car over 10 years old. After an accident, the insurance company paid for less than half the amount necessary for repair in the cheapest place. I weakly hoped for me that I would be able to get any more money with the insurance. The representative of the SC-evaluation is very patiently and professionally answered all my questions (perhaps stupid). When examining the car immediately indicated that the insured digging of the insurance digging was assessed and what could be counting on. The examination was made quickly, a day later the conclusion was in the insurance and after another 10 days transferred money. The examination itself cost cheaper than elsewhere (I found out). I am very pleased with how everything went. Without any Ponte, but in all positions it turned out better than I expected. I recommend to everyone.
Dmitry M.
Having got into an accident, Ingosstrakh's insurance company made a repair for repair 2 times lower than the actual value replacement repair In Rs, the car service refused to repair without surcharge. He turned into an uk-evaluation, there was quickly (the next day), they consulted the car, they advised the nuances of interaction with the insurance company. After a couple of days, he received a report on independent examination, all confirming documents claiming insurance. And again the insurance refused to pay. Alexey (thank you so much) went with me to the insurance and achieved the signing of a cash compensation treaty. After 7 days, received a full amount, including compensation for the examination. I recommend the company SC-Evaluation, since their employees really ill for your right to get a fair insurance compensation.
Customer contact with car service, as a rule, begins with a telephone conversation. Car service workers are presented to a potential customer, politely respond to all questions, not in a hurry, without irritating and not ending the dialogue first. If the Customer is able to only describe the external manifestations of problems in his car (knocking, flows, does not work, etc.), but does not know what to do - an engineer comes into a conversation. In most cases, on the phone it is difficult to determine the cause of the fault, so the car owner is invited to the diagnostics of the car in the car service.
The time of visits (several options) offers a car service worker - this is a certificate of rhythmic work, a normal loading of the production of car service, a clear schedule of acceptance. So, the customer will not need to wait in line, which is inevitable if allowed to come "at any time convenient for you." In addition, sometimes such a formulation is a sign of downtime by car service. Then the client resembles the address of the car service, recommend the entrance scheme. In addition, the name of the master (acceptor, consultant), which will "lead the car" warn of the incompetence of the desemination, approximate duration of acceptance and advise to formulate wishes and prepare questions - this is another confirmation that the auto repair IP appreciates the time and customer, and His own.
Sign of car service is noticeable from afar. Near the car service building - parking machines, pointers of parking spaces and receiving orders. In the office there is no queue and turmoil; Service officer, if the customer came a little earlier, notifies the wizard (receptor).
The solidity of the enterprise is confirmed by the license posted in the prominent place, qualifying certificates of car service workers, the order, authorizing the acceptors to sign documents on behalf of the company, information about moving cars for car service work posts in accordance with the repair cycle of repair or maintenance.
Plates with names and positions on uniform clothing of employees facilitate customer communication with them. The cleanliness of the premises of the car service, equipment, special equipment, covered with protective film seats and steering machines indicate the accuracy of car service staff. But the main thing is benevolent, calm, business atmosphere, reigning in the car service.
The inspection zone is separated from the repair and equipped with diagnostic equipment so that the acceptor does not break away from the work of mechanics from other sites and did not wait together with the customer of the release of the lift or stand. In addition, it has information about the services provided by car service (prices, guarantees, names of regulatory documents on which work is performed, etc.). Acceptance (at the same time diagnosis of malfunction) in the car service station is slow and takes at least 20 minutes. In essence, this is the dialogue between two people interested in high-quality cooperation. The car owner communicates with one highly qualified car service specialist. Indeed, in most cases, the client wants to do exactly what he asks, on time and not more expensive than promised when accepting a car service. Therefore, the fewer people contact him, the better.
At the appointed time, the car service master invites the customer and understands the problem from his words, simply asking questions. Then a small (ten minutes) trip and verdict is essentially anxiety client. Car owner should not neglect the car check on the go, even if there are no complaints on his behavior. The lack of the host's host comments is not the fact of the complete condition of the car, and the additional consultation of the car service specialist does not hurt. Then wash the car and raise the lift in the reception area of \u200b\u200bthe car service. In this forced break, the auto service acceptor, so as not to waste time, at its workplace begins to count the cost necessary work and spare parts.
After examining the car from below, the car service master finishes the calculation. In the car service check the car for free, regardless of whether the owner will repair it now and here or at another time and elsewhere. By the way, sometimes to eliminate the shallow fault you need to "disassemble the floor of the car." In this case, the car service specialist recommends combining the work: do something "with ahead", using partial disassembly of the machine (unit), or, on the contrary, time to plan to scheduled it - this reduces time costs (paid norm-clock), respectively, reducing the total cost Repair. In addition, the customer can save, bringing its spare parts. But he must confirm their quality auto service, that is, compliance with the established technical requirements. This is necessarily warned by the Master of Car Service, explaining what documents are needed: Check from the proven and well-known store car service, a copy of the quality certificate for a batch of oil, the number of which is on the package, the manufacturer's passport to the node (for example, to the shock absorber with the identification number), etc. P.
After diagnosing the client, if he wants, give a break to think about the situation, consulting in another car service, correction of its plans or to accumulate money for repairs.
If the client decided to repair the car in the car service of the IP, the car service master invites the customer to the stand, reflecting the current loading of mechanics, and coordinates the time of receiving the finished car. Then makes the order-outfit in writing. It is trying to use the terms that are understandable to the client, text in Russian. In addition to the order, in addition to information about the car and details of the parties, be sure to indicate: services provided (work performed), spare parts and materials provided by car service, their cost and quantity; Spare parts and materials provided by the Customer; price of the car, determined by the Agreement of the Parties; the cost of services provided by car service (work performed) and the procedure for their payment; Terms of execution of work by car service; Guarantee guarantee for the results of work; Features related to the specifics of the repair or experience of communicating a company with clients, for example, additional payment for the storage of the finished car, the owner of which did not pay the car service on time for the work performed.
When the client leaves the car in the car service, the Contractor simultaneously compares the acceptance certificate, indicating the completeness of the car, visible outdoor damage and defects, information about the provision of spare parts and materials.
Car service is unacceptable without the consent of the client to make additional paid work or the provision of some services to add dependence on the obligatory order of others. For short-term work (tires, selective maintenance operations, sink, etc.), which are made in the presence of a client in the auto repair of the PI, give out receipts, coupons, etc.
Car service workers give the client the opportunity to observe the repair of the machine, for example, from the waiting area in the workshop or from the gallery above it. When you need (an additional fault has been detected, the customer wanted to warn the car service masters about the peculiarities of his car or check the course and quality of work, etc.), the owner of the car is carried out to the work post. The mechanic is not distracted by the receipt of spare parts and materials, and everything you need is delivered on time from the warehouse.
In the car service of the IP, it is unacceptable for a long session of repairmen in the "smoking room", their walks along the workshop or permanent classification of the tool from each other.
When the car is left in the car service, the customer can find out how things are going on. If at this moment the master of the car service is busy, he necessarily calls back. In any case, the client is immediately notified of the disadvantages that are revealed during the repair, suspending work. If the auto owner does not agree to the correction (for additional costs) or they are unrelated, it is recorded in all copies of the receiving act.
With delivery ready car The customer, who took the car, brings the owner to him, shows the results of work and replaced parts. In addition, it gives recommendations for the operation of the car. After clarifying all questions, eliminating comments (if any), the auto service acceptor escorts the Customer in the cashier - the car is issued after full payment of work.
After two or three days, the master on the phone is interested in the client, whether he did not have any wishes or a car - malfunctions.
