10 Building Blocks To Ensure Your Shop's Success In The New Year -

10 Building Blocks To Ensure Your Shop’s Success In The New Year

Whether you're looking back on last year's challenges and opportunities, or looking ahead to what the new year might hold, the value of working on your business to achieve bigger and better results never changes. Every facet of your business should be continuously refined to support your shop's customer value proposition.

Whether you’re looking back on last year’s challenges and opportunities, or looking ahead to what the new year might hold, the value of working on your business to achieve bigger and better results never changes. Every facet of your business should be continuously refined to support your shop’s customer value proposition.

As you resolve to set and reach new goals, here are 10 things to think about to better serve and engage your customers, over-deliver on their service expectations, earn their trust and lasting loyalty, and increase your shop’s productivity so you can ensure you positively impact your bottom line every step of the way.

1. Innovate

Just as you and your techs have to continuously fine-tune your skills through training and continuing education, your shop should innovate to be at the forefront of your market in terms of technology, branding, customer outreach, website optimization and productivity. But, don’t lose sight of the core competencies upon which you have built your business.

2. Employ a High-Octane Offense

In an industry that continues to accelerate, you too need to kick things up a notch as it relates to boosting productivity and employee morale. This will help build the foundation for quality repairs and exceptional customer service, and produce a constant flow of vehicles coming your way for service.

3. Enhance Shop Image

Because first impressions run deep in attracting and keeping customers, look at your shop’s appearance through the eyes of your clients. Take steps to ensure that the entire service experience is positive, from start to finish, so that you can create a platform to build customer trust and confidence.

4. Differentiate Your Shop From the Competition & Build Your Brand

Customers have more choices than ever when it comes to automotive service. Let customers and prospects know that your shop has invested in the talent, tools and training to get the job done right as part of its unique value proposition. That way, you’ll be top of mind with customers every time they need vehicle repairs.

5. Get Up to Speed on Emerging Technologies & Telematics

New technologies of the active safety and driver-assistance variety will be arriving at your shop for service sooner than you think. These new technologies offer opportunities for those shops that are equipped to handle the next generation of repair and service needs.

6. Exceed Customer Service Expectations

Be consistently on your game to reinforce the value of doing business with your shop. Let it be apparent to customers that you have their best interests in mind throughout these key stages of the repair process:

  • During the initial phone call or website visit to schedule the repair;
  • Your customer’s arrival at your shop (including how they’re greeted);
  • During the interaction with the service advisor to review their vehicle’s service needs;
  • When making a follow-up call, or sending a text or an email, to indicate that their vehicle is ready for pickup.

7. Combat the Competition

With dealers wanting to eat your service dollars for lunch, now is the time to tout the benefits of proper vehicle repair, the value of routine maintenance in keeping your customers’ vehicles in top-running condition and the practicality of maintaining their beloved aftermarket-aged vehicle for the long run.

8. Enrich Shop Culture

Be proactive in creating a culture where your employees are happy, motivated, appreciated and fully engaged in your company’s mission. This should be projected every hour of the day in their thoughts, words and deeds. And, if one bad apple surfaces, you need to take action fast. As the saying goes, one bad apple does spoil the bunch.

9. See the Big Picture

Be mindful of market barometers that paint a picture of the types of vehicles you can expect to service in the future. U.S. light-vehicle sales hit more than 17-million units between 2015-2016 — the first time since 2001! More vehicles on the road racking up miles means a continuous supply of vehicles for you to service.

10. Know Your Numbers

Monitoring performance goals weekly vs. monthly allows you to immediately hone in on areas that are in need of attention, like parts and labor gross profit, closing ratios and technician efficiency. That way, you can make adjustments before an entire month of sales is affected. 

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