Shop Operations Archives - Page 64 of 73 -
Setting Your Goals In 2013

When it comes to setting your long-term goals, the best advice I can give you is to make sure that they all align with your core beliefs and that they are challenging enough to inspire you. As the leader of your company, you are not only responsible for setting the goals, but it’s your job to inspire your entire team as well. I am sure you will agree that you can’t inspire others if you are not inspired yourself.

Creating Team Spirit In An Automotive Repair Shop

Henry Ford once said, “Coming together is a beginning. Keeping together is progress. Working together is success.” Clearly, one of the keys to success in building an auto repair shop is having your entire staff working together as a team. The question is, how do you create an environment that fosters team spirit?

Tips To Make Customers Feel Like A ‘King’

Excellent customer service is delivering a service experience that exceeds the customer’s expectation, while being remarkable at the same time. It’s easy to forget a so-so experience, even one that meets our needs. But it’s hard to forget when you receive top-flight service.

Vehicle-Specific Diagnostic Equipment: The Future Is Here

While reviewing our shop equipment needs for an upcoming move to a new location, we decided it was time to look at our diagnostic equipment to see what was new and decide if we needed to update it. Again. What we discovered made my day!

Verify, Verify, Verify

We have all heard the three things needed in real estate for success are location, location, location. The same can be said for successful automotive repair. Think verify, verify, verify.

The Secrets To Follow-Up Calls

When it comes to customer follow-up calls, let’s first talk about “who” you should call. You should call all first time customers (even if they just came in for an oil service) to thank them for choosing your facility. Secondly, you should call all “repair” customers to confirm that the repair, and the quality of your service, met with their expectations.

Remodeling Your Service Counter?

At Elite, we realize that the very first thing a service advisor needs to do with first-time customers is build rapport. Making good eye contact, smiling and shaking the customer’s hand are all part of that process, so when a customer comes in to your facility, the last thing in the world you need is a barrier between your advisor and the customer. Ironically, that’s exactly what most service counters are, and most shops have them for two reasons: it’s the way it has always been done, and it provides a workspace for the advisor.

We Worry Too Much About High Tickets And Labor Rates

Raising your labor rate and trying to increase your average ticket dollar amount in an effort to increase income may not be the way to financial stability. In fact, it might just make you fail! Before you send for the men in white coats and call me crazy, please have an open mind and read on.

A Tip For Interviewing Service Advisors

When interviewing service advisors, always ask them to rate their “sales skills” on a scale of 1 to 10. If they’ve been in sales for more than two years, and they respond with anything less than an 8, something is wrong. Either they recognize that they don’t have what it takes, or they lack self-confidence.

Common Customer Service Myths Exposed

How to break down the myths of customer service, get into customers’ heads, and figure out the best way to serve them and turn a problem customer into a customer for life.

Ask The Customer Again

When your service advisors recommend additional services that are outside of the customer’s original concern, and the customer initially declines those additional services, in most cases, your advisors should call the customer back at the appropriate time to re-offer the services.

The Power Of An Assumptive Close

We all know that people love choices, especially when they are making a purchasing decision. But when selling diagnostic services, you need to use an “assumptive close.” This means you just assume that the customer is going to authorize your recommendation.