Shop Operations

In a typical opening conversation with a service adviser last week I asked “how is the shop doing.” His response was “the shop is slammed … I can’t take another thing in, not even an oil change!” I asked how he came to that conclusion … “The techs all have work”, was his reply. “How

Every car that’s in your shop today will need service and repairs in the future. True? So, the question is: Will they come back to you? Here are a few tips you can apply during the customer visit to increase sales and get your customers to return to you: • Make sure that you review

I recently got an email from a reader who made me think a little bit. His question was: Do you have any good ideas on how to keep technicians? In my 35-plus years in the industry, I’ve counseled hundreds of shops and have had the good fortune of meeting thousands of techs. Not that this makes

By now, you’ve been in the business long enough to know what it takes to earn a customer’s trust. Through top-notch employees, honest and thorough vehicle service, clean and comfortable waiting rooms – and of course, impeccable customer service – your business likely is reaping the rewards of hard work and focus.

While the subject of safety in an automotive repair shop is not nearly as sexy as a new marketing program or the latest on SEO, it goes a long way toward ensuring your technicians and company remain a vital component of your community, and you remain a profitable entity.

Companies can’t continue to recruit, retain and manage their workforce with the mindset that was commonplace 20 years ago, and that includes your shop. Millennials grew up with advanced technology, mobile technology, real-time data and social networking, so that’s what they know and therefore expect to see from their employer. Here’s an overview of some of those expectations.

In order to build a successful auto repair business, most shop owners feel they need to sell more parts and more labor. Although both of those items are a part of your business model, one thing is certain: your customers don’t look forward to buying either of the two, at any price.

Shop owners using the electronic inspection sheet, as well as the paperless back shop, have been going through some inflection points. Getting rid of paper has allowed them to present professional-looking inspection results to their customers and an unprecedented opportunity to educate on “Why now?” and “What happens if I don’t do it?”

The prevailing belief is that if you are a good leader and you keep your people “happy,” they will stay. Not only is that logical, but we also saw that cause and effect playing out all over the world. Unfortunately, that may no longer be the case.

With each passing generation, our population landscape gets more diverse. The majority of communities throughout the U.S. and Canada have a makeup that is very different from a few decades ago. With these ever-shifting demographics, business owners are faced with the challenge of constantly reinventing their marketing and customer service efforts if they want to cater to all potential customers.

OMG! It’s about time there’s an article about Millennials (also known as Generation Y) and how they use the Internet. Millennials were born between 1980 and 2000, and there are more than 79 million of them in the U.S. Got any of them coming into your shop? Of course you do. And here’s a hint … they’re different!

Recently, I made an appointment for a tire rotation at the independent tire dealer where I bought my tires, albeit a little earlier than the mileage requirement because my TPMS light was on. When I checked the car in with the service adviser, I pointed out that my TPMS light was on and asked them to please pinpoint and inspect the suspect tire.