Steve’s European Automotive Delivers 30 Years Of Top-Notch Customer Service
Steve Fowler has learned a thing or two when it comes to owning and operating a successful independent automotive repair shop. Even though he opened his namesake shop 30 years ago, Fowler says he’s always working to better not only his business, but his employees and customer service as well. For Fowler, Steve’s European Automotive is the shop it is today for four main reasons.
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.
Executive Q&A, Part 1: Art Blumenthal MBA, CBI Nationwide Automotive Aftermarket Business Broker
In the first of a two-part series, we delve deep into the process of selling a business by interviewing Art Blumenthal, nationwide automotive aftermarket business broker, who provides business valuations, exit planning, and buying and selling advisor services.
Japanese Auto Masters: Shop’s Customer Service Philosophy Hinges On The ‘Golden Rule’
Tom and Cindi Potter have had quite the adventure when it comes to the location of their successful import shop, Japanese Auto Masters in Virginia Beach, VA. The husband-and-wife team opened the shop in 1982 at a time when few independent repair shops focused on Asian vehicles. Originally located in a small shop near the oceanfront in Virginia Beach, Japanese Auto Masters had outgrown its small beginnings, and, in 1996, the couple started operations in a new 7,000-square-foot facility next to Oceana Naval Air Station.
Integrity Automotive: Tucson Shop Capitalizes On Quality Repairs And Top-Notch Customer Service
The owners of Integrity Automotive make one thing very clear on their website: Integrity isn’t just part of the shop’s name; it’s the basis of everything they do. That was the mutual goal when Charlie and Julee Baxley, and Don and Barb Meeker decided to open an automotive repair business in Tucson, AZ, more than seven years ago in February 2006.
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.
Identifying Your Target Customer Helps Maximize Your Marketing Dollars
Ever notice how in upscale neighborhoods, even the fast food restaurants are nicer? Instead of a bright red roof and the famous golden arches, the McDonald’s in ritzy Aspen, CO, for example, boasts a second-floor fireplace and is housed in a sedate red brick building that blends in seamlessly with the surrounding architecture. The fancier digs reflect McDonald’s understanding that its target market in Aspen is far different than its target market in Akron, OH. The same idea holds true in the automotive repair world, but, unfortunately, too many shop owners fail to realistically identify their ideal market or customer.
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.
Hire The Superstars While Building Your Business
One of the most common questions our coaches are asked is, “How do I find the superstar technicians and service advisors?” Interestingly, what most shop owners do is wait until they need a tech or advisor before they start their search. Unfortunately, when they use this technique they inevitably end up hiring the best of whomever happens to be available at the time, rather than the best of the best.
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.