Would You Price Your Services Lower Than The Dealer?
We often take a customer’s car to the dealer when we discover the vehicle is under warranty. We prefer to take it ourselves, because too often my customers come back with a ton of service work done, much of which we already performed! Plus, it’s no secret that the dealer wants my customer.
The Lincoln Principal
Too often, the only time we address someone is when things go wrong. While we cannot ignore mistakes, we need a balance. In fact, it’s far better to catch people doing things right, and to give praise. Also, in the heat of the moment when things go wrong, our judgment is clouded and we tend to lash out and say things we often regret afterwards. The person on the receiving end will often shut down too, and nothing will get accomplished.
Creating Lasting Customer Loyalty Means Separating Your Shop From The Pack
With visits to repair shops on the decline, building customer loyalty is more important than ever. Developing a large and stable database of regular customers can help eliminate the constant need to acquire new customers. Your loyal customers can also serve as a great referral source for your shop. According to the research firm The Gartner Group, 20% of a business’ existing customers generate 80% of that business’ profits.
Shop Operations: Selling Multiple Repairs – Guidelines For Success
In today’s market, service advisors are faced with a number of challenges. One of the more complex challenges is when a skeptical first-time customer comes in for an LOF service, and the advisor discovers that this customer needs a long list of repairs. This is what most advisors refer to as the proverbial “laundry list.”
The Paperless Back Shop: Mission Accomplished!
Time flies and here we are again with an update of our mission to make the back shop completely paperless. Of course we save trees by doing this, but the most exciting benefits are about boosting technician productivity, freeing up the service advisor from doing busy work and focusing on educating the motorist.
Managers Set The Tone For Employee Morale
Morale as defined in Merriam-Webster is the mental and emotional condition (as of enthusiasm, confidence or loyalty) of an individual or group with regard to the function or task at hand. As independent repair shop owners, we all strive to have a successful, profitable business that secures a great lifestyle for us and our family.
The Challenges And Opportunities Of ‘Family’ In A Family-Owned Business
The phrase “Family Owned and Operated” creates a warm flow of positive emotions when you talk about your company to your customers, especially your female customers. But having family as a part of your business creates a whole new dynamic of which most people are unaware.
The Six Rules Of Maximizing Customer Retention
We all know that there are many things you can do when it comes to customer retention. The list includes follow-up calls, sending out service reminder notices, ongoing advertising campaigns that keep your name at the top of the customer’s mind and scheduling the next visit at the time of car delivery, to name a few.
A Shop Owner’s Guide To Turning Advisors Into Superstars
Far too many shop owners hire service advisors who they feel are good at what they do, and then prefer to “get out of their way and let them do their thing.” Unfortunately, that’s a mistake. Here are some tips that you can use as a guide to help you turn your service advisors into superstars.
A Powerful Tip For Shop Owners
Competition continues to heat up in this industry. New car dealer operations continue to close, franchise operations are consolidating, and, sadly, some independent shops are going away. What can you do? I’ve worked with a few very bright shop owners who do a great job of keeping their fingers on the pulse of the industry.
Three Management Mistakes That Can Cost You A Fortune
We all can agree that competition among employees is good, but there is a right way, and there’s a wrong way. The wrong way is to tell your techs that you’re going to post the hours they each flag, and at the end of the pay period the winner will receive a reward. Although that sounds good, you’ll inevitably end up with one winner, and no matter how you cut it, the rest of your techs are going to be losers.
Don’t Let A Customer Compromise Policy
A women came to the shop a few weeks ago asking for a donation for her son’s baseball team. The woman has come to us for minor service work a few times, but she’s not one of our loyal regulars. After we gave her the donation, she thanked us and made an appointment for her car.