1. Skip to content

Employer Quotes

The quotes below are from employers in this industry: Transportation

They are talking about this topic: Industry Trends

 

Narrow Your Results by:


    Region


The quotes below are about this issue:
According to a few employers, the repair industry has seen changes in customer dynamics. Most notably, the emergence of online reviews and social media can impact business. Customers are demanding repair shops be open longer hours, increasing the need for technicians to work nights and weekends. The proportion of female customers has risen greatly, and there are fewer customers who perform repairs themselves as the use of electronic parts increases.

Employer Quote Region
"It's a big change from the consumer side in the last ten years, though. Consumers expect 24/7. We can't just have a shop open from 8:00 to 5:00. I mean, they can go to Target and buy groceries 24/7, and they expect to be able to get their car worked on in the middle of the night, or when it's convenient for them, not convenient for us. We have to adapt to that. I mean, we got dealers that are open on Sundays now. Saturdays and Sundays are nothing, that's part of the business. With any industry, if you're going to survive, you got to be able to do that. The techs got to understand you may be working nights this week, days next week. That's what the public expects." Metro
"[Employees need to understand] not only how to use [social media], but maybe the effects of it, because it's got the business owner's attention. So as an employee, you better understand why your employer is so concerned about the effects of the social media. So you may not know how to use it, but you sure better understand the effects of it, in my opinion." Metro
"Another thing that we've found that's changed a lot in the last few years is that you get held hostage by customers because of the local reviews, which have gotten to be a huge thing for us. You can't afford to not take care of every customer 150 percent—do it right the first time. Even when you do that, you still get some bad reviews. You can do almost everything right and maybe forget to vacuum one person's car, and before they get home, they've done a Google review from their iPhone. So you just can't make a mistake. Even when you do, you still can get bad reviews. It goes from the greeters to the advisors, to the technicians—it's everybody involved. It takes more to satisfy people than it used to. They're more demanding." Metro
"Male versus female. Probably 60 percent of the regular repairs are brought in by a gal, so you need to have women up front working." Metro