If an owner doesn’t take the time to train employees, to teach them the processes used in the shop, and to explain the benchmarks, they cannot expect the employee to deliver on these expectations. Training for new employees is a good start, but it’s far from the whole picture. Does the rest of the team understand your expectations? Do they know who is responsible for holding other techs accountable? Are they incentivized for meeting and exceeding expectations?
When VJ Sabanayagam and his wife opened a single-bay independent repair shop in Monrovia, CA, in 1997, they had no idea how quickly their small business would grow. In addition to routine maintenance, repairs and electrical diagnostics, VJ’s is also a factory-certified sales and service center for Onan generators and Blue Ox tow equipment, commonly found in recreational vehicles.
Since 2011, Bob Leone has been part of the exciting growth of ADVICS in the aftermarket. His drive and determination is dedicated to aftermarket distribution of the established OE brand. For years, ADVICS has been manufacturing original equipment parts for Toyota, Lexus and other OE parts to Ford, GM, Chevrolet, Chrysler, Isuzu, Lexus, Mitsubishi, Honda, Nissan, Suzuki, Subaru and others.
There are many factors at play when determining the right time to sell your business. Each business and each owner is unique. The timing of a business sale is critical because putting a business on the block at the wrong time can result in a significantly lower selling price.
Can you point your company in the direction of financial success, step on the gas, and then sit back and wait to arrive at your destination? Not quite. You can’t let your business run on autopilot and expect positive results. Any business owner knows you need to make numerous adjustments along the way. For example, there are decisions about pricing, hiring, investments, and so on.
While conducting reference checks on potential employees is a sensible way of managing your business risk, employers must carefully follow legal limits on the type and extent of background checks they can conduct.
Building and sustaining a true world-class customer service organization starts with leadership. That means owners and managers must be actively involved in the customer service effort, lead by example and continuously demonstrate high customer service standards and proper behaviors.
Looking to improve your service business? Here are five practices used by many of the most successful shops in America to dominate their market.
Turn on the radio in Canton, OH, and you’re bound to hear a commercial for Hills & Dales AutoCare. And the first thing you’ll notice is a young girl’s voice sharing what makes the shop unique. That voice belongs to shop owner Marty Long’s 14-year-old daughter, who has been recording the shop’s radio spots for the past six or seven years.