2011 Editions Archives - Page 5 of 8 - Shop Owner Magazine
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.

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.”

World Wide Automotive’s Formula For Success: A Daily Commitment To Customers, The Community And The Environment

Combining Owner Don Seader’s expertise in the automotive trades and his wife Melinda’s experience in marketing and environmental management, WWAS has gone on to be recognized as both an automotive service and an environmental business leader in Indiana.

No-Brainers For Success: Own Customers For Life

You’ve just repaired a vehicle and your female customer seems pleased with the quality of the repair and the service you provided. You deliver the vehicle, hand her the keys and send her on her way. But does that customer really belong to you? Is she really yours?

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.

Staying Current Keeps California Shop Successful And Makes Great First Impressions With Customers

Training and technology updates help preserve West Escondido Automotive & Transmission’s status as a premier repair facility.

Managing Company Assets To Enhance Your Shop’s Revenue Potential

Financial subjects are dry and usually at the bottom of the shop owner’s list of desirable activities, but, typically, they are the number one reason for poor performance or failure.

Brand: The Promise Of An Experience

Imagine choosing a car repair shop. The shop’s ad caught your eye in the newspaper by the clean, attractive look. You checked it out on the shop website, and not only found easy directions to its location, but also saw pictures of the people who worked there, along with a sparkling clean shop.

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.

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.

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.