When Customers Are Car Care Aware, Everyone Wins!
Neglected auto care almost always means much higher costs down the road in the form of more extensive repairs or lost vehicle resale value. You know that all too well, but your customers don’t necessarily buy into that concept, says Mary DellaValle, editor of Shop Owner magazine.
VIDEO: Bringing In More First Time Callers
New customers are key for growing your business. That’s why it’s so important to capitalize on your opportunities when a first-time caller dials your shop. Here are three tips from Adam Redling for bringing in more first-time callers. Sponsored by Auto Value and Bumper to Bumper.
VIDEO: Three Best Practices For Your Business
Mary DellaValle discusses three business best practices that can have a big impact on your shop’s success. Sponsored by Management Success.
Honesty, Service And Integrity: The Details That Matter Most To Customers During The Vehicle Service Process
This probably doesn’t come as news to you, but every new customer who walks through your doors comes preloaded with trust issues. They have already been betrayed by their car and probably also by the dealer at one time or another, and they expect you to be the latest one to disappoint them.
Perfecting The Communication Skills Of Your Service Advisor
As a shop owner, one of the most valuable assets to your business is your Service Advisor. They are the voice of your shop and it’s imperative that they communicate clearly and accurately, and not just to your customers, but also to your technicians and to your vendors.
VIDEO: Customer-Satisfying Warranty Programs
Adam Redling details how to establish an ideal warranty program that not only works for your shop, but also keeps your customers satisfied and coming back for service. Sponsored by NGK.
Customer Feedback: Creating Value
Good or bad, you should be ‘all ears’ with customer feedback to gain valuable insights into your business.
Customer Service 101: A Look Beyond The Numbers
The unspoken mantra of every business is something akin to, “See opportunity, profit off of opportunity.” But succeeding as an independent repair shop is more complicated than that. You have to earn your customers’ trust through transparency and a focus on individual needs if you want to become a staple within a community.
How To Fail When You Want Your Shop To Succeed
This month, I’m taking an opposing view of many proven success principles, providing tongue-in-cheek examples that are meant to showcase the right ways to do things, if you read between the lines. Play along to see how your shop stacks up.
Ask For Permission To Discuss Price Last
When your advisors start a sales presentation, and the customer senses they will need a number of repairs, they’ll get anxious. They’ll then immediately ask for a price, or they’ll tell your advisors they just want the oil service done. The secret? Your advisors should always ask for permission to talk about the price after they’ve reviewed their discoveries with the customer.
Building Trust Through Your Brand
When it comes to garnering consumer trust, repair shops seem to rank as low as law firms and cable companies. In a 2014 survey of car owners conducted by RepairPal, 52% of respondents said they believed they had been taken advantage of by an automotive repair shop.
Should You Be Open On Saturdays?
Before you make a decision to open up your shop on Saturdays, or to continue to remain open on Saturdays, here are five considerations that should not be overlooked.