Shop Operations Archives - Page 70 of 73 -
Deliver World-Beating Customer Service: Remember, Your Customers Are The Judge

Customers demand much more today of their vehicle repair experience, but “great customer service” is not as easily defined as, say, having clean restrooms. Truth is: Customer service is a tangible, measurable attribute. Time and again we hear the phrase “great customer service,” but what is it in real terms?

Checklist For Building A World-Class Shop

We work with many world-class shop owners throughout North America, and, over the years, we’ve discovered that the majority of them have a number of things in common. Beyond the fact that they are owned and operated by people who have clearly defined goals, the right ethics and a commitment to customer satisfaction, there are a number of other things we’ve discovered about both their facilities and their employees.

Don’t Overlook The Easy Dollars To Add To Your Bottom Line

As I began to review the profit and loss statements from last month, I was reminded of something I learned long ago. Financial data, although very useful, is just a snapshot of the past or history. Whether applied to our business or our daily lives, we can either use this data to improve or make corrections that will change our financial future, or repeat history and continue with the same results.

Leading By Example: Focus On Core Strengths To Build A Stronger Team

Admiral Richard E. Byrd, one of the world’s greatest explorers, once said, “Few men during their lifetime come anywhere near exhausting the resources dwelling within them. There are deep wells of strength that are never used.”

Business Efficiency Before Expansion

How many of you have walked around your shop wondering how much better it would be if it just had more space? But the “ideal shop” isn’t always feasible. All shops are unique in certain ways, such as business influx, location, ordinances, etc. What you really need to ask yourself is, “Am I making the most of what I have?” Don’t believe the old saying, “If you build it, they will come.” Build the business and then build the shop.

Score Points with Customers by Creating a Child-Friendly Waiting Area

Generally speaking, as long as we don’t feel uncomfortable or unwelcome, we adults don’t mind waiting a little bit for good work. Plush furniture, a flat-screen television, relevant reading material and a cozy atmosphere will keep parents pleasant while they’re waiting, but their children require a different sort of comfort.

Prioritize Your Service Recommendations

Most service advisors go over their technicians’ recommendations and categorize the repairs. They’ll put all the brake-related recommendations into one group, all the drivetrain recommendations into another group, etc. Sound familiar? There’s nothing wrong with this approach, but where they’re missing the mark, especially during these tough economic times, is by not understanding how to properly prioritize their service recommendations.

How Fit Are Your Sales and Customer Service Efforts?

Have you ever considered the fitness level of your sales and customer service efforts? I’m not talking about some sort of employee exercise program. Rather, I’m asking if the employees who provide sales and service to your customers are functioning at peak performance.

Secrets to Hiring Superstar Techs and Service Writers

The most profitable shops in America employ technicians and advisors who are superstars. So, it’s no surprise that one of the most common questions we hear from our clients is, “How do you find and hire the stars?”

Recipes For Shop Success

I spend nearly every day talking to shop owners. While some seek my advice, others I encounter as I search for locations to open new shops. Despite the differences in their backgrounds, locations and individual situations, all of them inevitably ask me the same question: “What is the magic bullet that will take my business to the next level?”

Good Interviewing Takes Time and Preparation, Part 2

In Part 1 of this article in the March/April issue, I discussed how investing ample time in the interview process can prevent hiring the wrong person for the job, as well as employee turnover, because you can get a more accurate assessment of a candidate’s qualifications. This article will continue with that discussion, zeroing in on how to properly assess a job prospect’s skill sets.

Re-Inventing Rebates Drives ROI, Enhances Customer Loyalty and Delivers Value-Added Benefits

Bringing in more revenue is at the top of the list of things to do for most shop owners in 2011. Selling more and cutting costs are the tried and true methods for doing this but, often, both are easier said than done. That is why some smart automotive repair shop owners are considering alternatives.