Deliver World-Beating Customer Service, Part 2
Part 1 of this article in the July/August issue discussed how great customer service is not as easily defined as having clean restrooms. Customer service is a tangible, measurable attribute, so your customer always decides whether or not you’re delivering exceptional customer service.
AAPEX Learning Forum Offers Education for All Aftermarket Segments
The Automotive Aftermarket Products Expo (AAPEX) Learning Forum will feature 30 education sessions with specific classes recommended for general aftermarket audiences, warehouse distributors, manufacturers, retailers, auto repair shops and parts stores. Sessions will take place throughout AAPEX, Tuesday, Nov. 1 through Thursday, Nov. 3, at the Sands Expo Center, Las Vegas, NV.
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.
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?
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?”
Things to Consider Before Opening Your Second Shop, Part 4
I heard a statistic years ago (can’t remember the source) that stuck in my head and my experience working with shops over the years has reinforced it. The average shop owner makes 3% net operating profit. Meaning that the shop that does $1 million in annual sales nets about $30,000 at the end of the year, before taxes.
Shop Owner Sees Major Shift in Industry Over Last Five Years
Jay Thatcher, owner of Thatcher’s Auto Center is Superior, WI, says his customers now demand more dependability, performance and fuel efficiency from their vehicles. The shop currently does about 70 percent maintenance and 30 percent repair work. Five to 10 years ago, it was mostly repair work. “Customers have discovered that if they maintain a vehicle today it will go and go. It also costs less over the life of the vehicle to keep it well maintained than to repair it,” Thatcher told a local reporter.
New Bosch A/C Refrigerant Handling Systems Offer Speed, Accuracy, Reliability and Automated Operation
Bosch’s new ACS 620 and ACS 625 Digital A/C Refrigerant Handling Systems are fully automated, accurate and user friendly, and are fully compliant with the J2788 standard. Featuring a swivel control turret housing with an LCD display and easy-to read gauges, the new R134a refrigerant recovery/recycle/recharge systems are equipped with a large 6 CFM vacuum pump, an easy-access refrigerant filter for quick maintenance and patented manifold assembly that increases machine uptime – and therefore shop revenue.
The Buck Stops Here
Some business owners and managers continue to be stuck in the past. They fail to realize by squeezing out the last drop of productivity, cutting their overhead to the bare bones, trying to cut costs, working harder, and continuing to do business the same way with the same old customers and the same projects won’t cut it today.