Trends In The Industry – The Future Of Your Business
There are a number of changes that are occurring in our industry, and there is no question, some of them will have a profound, long-term impact. To name just two, automobiles are being built better, and as we all know, service intervals are constantly being extended by the manufacturers.
Holding Back On Service Recommendations
A long-time customer approached me with a concern and asked, “Why is it that almost every time I come to see you, you recommend something? You are also more expensive than other shops. Why not just fix what I came in for?”
The Importance Of Non-Solicitation Agreements
Business owners work hard, often for many years, to develop a customer base. The last thing they want to see is an ex-employee who’s working for someone else (or self-employed), targeting their customers. These ex-employees often know many of the customers quite well, or when they leave, they’ll make a point to take all the customer contact data with them.
When Exceptional Customer Service Is Not Enough
A good customer called me the other day to let me know that he has concerns regarding the quality of our work. Last week, we installed an exhaust system on his Maxima and two days later it sounded like the muffler had fallen off. There was so much noise, he was afraid to drive the car. We went to his house to pick it up. We found that the baffles had broken apart in the brand new muffler we just installed.
Selling More A/C Work
Here’s a tip that’s particularly effective during the hot summer months! Tell your techs that when they go for a test drive, they should stick a thermometer in the A/C outlet. If it’s not as cool as it should be, all that they need to do is write the recorded temperature down on the repair order.
Consumer Confidence Increases, Back-to-Back Monthly Gains Spell Good News
The Consumer Confidence Index is up and that should spell good news for your business. Posting another gain in May, standing at 76.2 (up from 69.0 in April), consumer confidence is now at a five-year high.
Executive Interview: Bob Pattengale, National Training Manager of Bosch North America, Robert Bosch LLC
Bob Pattengale has more than 30 years of automotive experience with stops at OE dealerships, independent repair shops, technician training and equipment sales.
Employer Compliance: EEOC Addresses Six Priority Areas Of Claims Enforcement
With a record number of discrimination/retaliation claims filed by workers with the Equal Employment Opportunity Commission (EEOC) in 2010 and 2011, the EEOC received almost 100,000 in 2012. In December of 2012, the EEOC laid out the details of its Strategic Enforcement Plan for fiscal years 2013-’16 and identified six “national priorities” that focus enforcement efforts in the three general areas of hiring, pay and harassment.
Case Study: Buying And Selling An Automotive Service Business
Jim Torres had owned a prominent auto service center in North Providence, RI, since 1983. Although still in good health and wanting to remain active in the automotive aftermarket in some capacity, he sought retirement from the daily grind of owning and operating a business.
Gross & Stevens: Putting Customers First In A High-Tech World
In a day and age where Internet presence is often expected, Gross & Stevens, a preeminent brake and wheel service repair shop in Visalia, CA, is bucking the trend and focusing on something else: good, old-fashioned customer service.
Invest in Your Shop’s Future: Positive First Impressions Will Heighten The Customer ‘Experience’
Fluctuations in the economy are nothing new. There will always be challenges associated with running an automotive repair facility efficiently and effectively, while still delivering top-notch customer service. But, here’s what we’re all missing: You can’t scale back too much and put shop renovations on the back burner.
Tap, Snap And Talk: The Electronic Inspection Sheet
Traditionally, auto technicians record the results of their vehicle inspections on pre-printed paper forms and, once completed, the inspection findings are re-entered into the shop management software application by a service advisor. And, finally, the motorist is notified by phone to ask them for authorization of an estimate based on the inspection results.
