Your shop's detailer ought to be recognized for the value this position brings.
One shop owner I know wanted to help the shop's receptionist understand how important her role was in greeting customers and potential customers who came into the shop. So, he gave her a new title on her business cards: Director of First Impressions.
At our shop, we try to take a similar approach with another position that a lot of shops don't seem to give much thought to: the detailer.Like most shops, we often get customers who hardly look at or comment on the thousands of dollars worth of body and paint work we did on their vehicle. However, they'll go on and on about how great it was to get their repair vehicle back cleaned inside and out.
And, unfortunately, we occasionally have a customer who is thrilled with the quality of our repair and refinish work, but ends up less-than-100-percent-satisfied because we missed something minor — like putting the floor mats back — that our detailer could have caught.
Given all that, we've spent some time giving our detailer the tools and information he needs to do his job well. As I mentioned in a past column, for years we've used a vehicle completion checklist for each vehicle that outlines each and every item the detailer is to check or complete. That list includes cleaning often-overlooked areas, such as the ash trays and jambs.
But, in addition to cleaning the interior and exterior of the vehicle, the checklist indicates that the detailer is responsible for checking that all the lights on the vehicle are working, that fluid levels are adequate, that the radio and clock have been reset, that all necessary stripes and moldings have been installed, that the seat belts are all ready to use, that the wheel wells have been blacked out and that tire pressure is correct. He also records the mileage on the odometer.
Once completed, the detailer brings this form to the front office to indicate that the vehicle is ready for final inspection by an estimator prior to delivery to the customer. We've found it very useful to keep the vehicle completion checklist in the job file in case any questions arise after delivery of the vehicle.
More recently, we've updated signage — along with a one-page summary — to show each of the different products the detailer is likely to use. For each, we list what it is used for, along with warnings (such as making sure engine cleaner is not used on paint or aluminum). The summary lists the personal protective equipment that must be worn when using each product (often just gloves, but some require safety glasses or a respirator). Lastly, it indicates what type of applicator — towel, microfiber rag or wash mitt — should be used with each.
We also have a formal job description for the detailer position, but like most such documents, it doesn't go into the specific day-to-day duties the detailer is to perform. That's why we created an outline of responsibilities that is posted in the detail area. It begins with an explanation of why the vehicle completion checklist is an important process to complete, and what to do if they spot any issues related to repair or paint work.
It then walks the detailer through a typical day, starting with helping to move vehicles in or out of the shop, then checking with the production manager to prioritize vehicle cleanup for the day.
In our shop, the detailer may end up getting called to help a technician, so this outline explains how to know when something the detailer needs to get done takes priority over helping the techs.
Perhaps most helpfully, this outline includes several lists, such as the daily tasks for the detailer, indicating which have the highest priority. Also listed are items the detailer is asked to perform weekly, such as maintaining the area where recyclable items are stored. There are also some monthly and quarterly tasks that can be worked on for those rare times when the detailer needs something to do.
We also are working on having one of our office employees who is fluent in Spanish translate all of this material for detailers for whom English is not their first language.
None of this will replace the hands-on training a new detailer requires. And once someone has been in the position for a number of months or years, it's not something they have to refer to often. But, we've found it helps get that new detailer up-to-speed with a shorter oversight period, and often gives them the answers they need without having to check with a technician or manager.
The focus we've placed on the position has had another benefit. We have far less turnover among detailers than we had in years past. That alone makes the time we've spent helping our detailer understand and perform his duties worthwhile.
