Each New Year brings with it new laws, rules and regulations based on the trends of business and human resources management. Here are just a few things that are happening in 2015 that employers need to be aware of and apply to their business if it makes sense.
Price is often the biggest sticking point in an auto repair job. Some customers just have no feel for what certain services or parts cost, others have perhaps been treated poorly in the past (or are cheap), and some just flat out do not have the money. Choices need to be made between fixing a vehicle or paying rent or buying groceries. For those customers, a shop in Gallatin, TN, is going beyond typical customer service and actively trying to help.
If you close your eyes and picture a tough customer, what image do you see? Is it a price shopper on the phone? An argumentative customer at the front counter? A Yelp reviewer who went directly to the Internet instead of giving you a chance to address his or her concerns? Each of these kinds of tough customers can put a kink in our day if we let them.
Many years ago, I read an article that featured an interview with Herb Kelleher, the co-founder of Southwest Airlines. In the article, he stated that he and his mother (who was a Harvard graduate) would often debate who was more important. He argued that it was the employees of a company, and his mom argued that it was the customers. With all due respect, I would argue, why does it need to be one or the other?
Now that we are coming into the holiday season, there are a number of things you can do to drive up productivity, sales, customer satisfaction and profits. Each one of the below tips worked wonders for me when I was still in the auto repair business, and they are still effective today for many of our coaching clients, so I know they can work for you as well.
A few years back, my service advisor was speaking to a customer about the condition of her tires. He explained in detail that the tires on her car were worn to the point that she needed to replace them and recommended that she do this before the winter. She believed my service advisor and was thrilled he took the time to educate her. But, he forgot one important part of the sales cycle; Asking for the sale.
I know that there are many things on your mind this time of the year. With the winter here and the holidays upon us, there’s a lot going on these days. But as a business owner, you need to consider that 2015 is right around the corner. The better you prepare now, the more successful you will be in the New Year and beyond. I have put together a short To-Do list to help you prepare.
Many shops across the country have introduced Digital Inspection and Workflow Management on tablet devices in the back shop and internet browsers in the front office. A significant number of these shops scored such incredible productivity and efficiency results that it begs the question, “What have they done differently than others who are still trying to find their mojo?”
Of all the retirement plans available to small business owners, the SIMPLE IRA plan (Savings Incentive Match PLan for Employees) is the easiest to set up and the least expensive to manage. These plans are intended to encourage small business employers to offer retirement coverage to their employees. SIMPLE IRA plans work well for small business owners who don’t want to spend a lot of time and pay high administration fees associated with more complex retirement plans.
To make it in the automotive industry, you have to be hardworking, friendly and diligent. To make it in the automotive industry as a female, you have to be a confident go-getter, in addition to all of the above. Fortunately, the auto industry is attracting more and more of these strong, talented females, which means women have new career opportunities knocking at their doors. But why would a woman choose a male-dominated workplace over other options?
Each and every interaction your salespeople have with potential customers on the phone is an opportunity to enhance customer relations, the image of your business and increase sales. So, be honest, are your salespeople properly equipped to optimize each and every phone interaction they have with potential customers?
