Five Tips for Dealing with Intergalactic Supply Chain Issues
By Ted Ings, Executive Director
A long time ago, in a faraway galaxy, a Star Cruiser dealership was struggling to meet service and parts fulfillment. The problem stemmed from supply chain issues brought on by intergalactic turmoil.
Customers of all kinds (both human and non-human) were frustrated because their cruisers had been inoperative for weeks, thanks to the shortage of thermal boosters and power flux inverters. Even the robots were upset because their diverter sockets were on backorder.
With no end in sight to the supply chain problems, the dealership personnel knew they had to do something fast to meet their quarterly goals. So, they worked together to develop a handful of strategies that allowed them to cope during the difficult times.
Here on earth, you can use the same tactics to help retain your existing client base and bring in new customers, despite the global supply chain challenges.
How to Deal with Supply Chain Issues – Here on Earth or in a Faraway Galaxy
Supply chain issues can throw a wrench (pun intended) into the daily pursuits of a fixed-ops department, regardless of whether the dealership services Star Cruisers or Buicks. Fortunately, there are ways to help mitigate the problems brought on by a parts shortage, no matter what planet you’re on.
1. Be Upfront and Honest
In a galaxy full of double-crossing aliens and ruthless bounty hunters, the Star Cruiser dealership is an oasis of honesty. When supply chain issues began, the service department was upfront with all of their customers about potential delays.
And you’ll want to use the same approach here on planet earth. The entire automotive industry is currently suffering from supply chain problems that prevent dealerships from getting the parts they need. Be honest with your customers about the challenges and give them a real-world estimate of how long it might take to complete any repairs.
2. Offer Perks to Soften the Blow When Repairs are Delayed
As the Star Cruiser dealership quickly learned, no one likes to have their vehicle tied up for weeks (or even months) waiting on parts. A blaster-toting extraterrestrial went on a rampage throughout the service department when his ship didn’t get fixed on time.
Luckily, your clientele doesn’t consist of weapon-wielding visitors from another planet. But your customers will get upset when parts are unavailable, preventing their car from getting back on the road.
You might consider offering some perks to soften the blow when repairs are delayed. For example, you could extend a free oil change or a discount on future service. You might even consider providing a loaner car (if you can still pull that off during the chip shortage).
3. Be Willing to Think Outside the Box
The service department at the Star Cruiser dealership once used OEM parts – and OEM parts only. However, when the supply of factory products dried up, the service department started to look for new ways to get their customers back into orbit.
If your department is suffering from a parts shortage, much like the Star Cruiser dealership did, you too might want to start thinking outside the box. For example, consider giving your customers the option of installing aftermarket parts (with an altered warranty) instead of waiting for OEM products.
In some cases, you might even look into installing used components – with the customer’s consent and an altered warranty, of course – to get a vehicle back on the road. Or you might be able to come up with a workaround, such as rebuilding a customer's transmission rather than waiting weeks for a replacement.
4. Plan Ahead and Stock Your Shelves
Because the Star Cruiser dealership is located on a planet riddled by cosmic unrest, the team knows to plan ahead. The fixed-ops department overstocks many popular items because they never know when their home planet could be under siege, cutting off supplies entirely.
While your dealership isn't at risk of being attacked by space invaders, keeping a surplus of parts on hand is a tactic you should consider. Having an excess of high-demand products available helps guarantee you're always ready to serve your customers.
5. Offer Services that Other Shops Do Not Provide
Not everyone can calibrate ion capacitors the way the Star Cruiser service department can. Many independent repair facilities on the dealership's home planet turn down the work because it's too complex and requires expensive tools.
The dealership saw an opportunity to advertise and capitalize on its unique skillset. Getting the word out brought in new customers and helped offset some of the revenue loss from the parts shortage.
Here on our planet, independent repair facilities are also dealing with supply chain issues. While you might not be able to offer a faster turnaround time than these shops can, you have the ability to offer services they lack.
For example, many independent shops do not work on electric vehicles or perform ADAS calibrations – but you do. Consider advertising your ability to perform these sought-after services so that you stand out, despite the supply chain issues that are troubling everyone.
