Wouldn’t it be nice if cars came into your shop with an ATM machine in the dash? After you fixed what was necessary on the car, you put in your shop credit card, punched in the invoice amount and the money due came out. I’m hoping to make service writing seem that easy.
Specializing in training for independent tire/auto service businesses, I normally steer clear of new vehicle dealerships for tires or service work for my personal vehicles. The exception to this rule occurred recently when I brought in my 2016 Chrysler 300, a company car I lease through my business, into my local Jeep-Chrysler dealership in response to a safety recall notice.
Customers have more choices than ever when it comes to automotive service, so the service experience you provide needs to be remarkable and memorable. Mary DellaValle presents three ways to do that in this Management Minute. Sponsored by Auto Value and Bumper to Bumper.
Service is the name of the game. Customers have too many choices today for everything they want to buy. When you deliver service that is second to none, you will become your customers’ “first call” for ongoing vehicle repairs, says Mary DellaValle, editor of Shop Owner magazine.
As automotive repair shop owners, we are absolutely held to higher standards to meet customer service expectations. That’s because of the associated negative stereotype that comes with consumers having to dole out money on recommended repairs, oftentimes that are unexpected or that amounted to more than they can afford. Most customers equate honesty from a shop as good customer service, and feel it should also be an inherent practice. And, they wouldn’t be wrong about that notion.
Quality is the name of the game today. Your customers expect expert repairs that are done right the first time, restore vehicle performance, and ensure many miles of worry-free driving. But, you won’t get a second chance to showcase your quality work unless you’ve earned your customers’ trust, says Mary DellaValle, editor of Shop Owner magazine.
Paying for vehicle repairs isn’t how most drivers prefer to spend their paycheck, which can make selling service a challenge. Mary DellaValle presents three easy steps you can take to make customers feel good about their purchase. Sponsored by MAHLE.
New customers are key for growing your business. That’s why it’s so important to capitalize on your opportunities when a first-time caller dials your shop. Here are three tips from Adam Redling for bringing in more first-time callers. Sponsored by Auto Value and Bumper to Bumper.
These days, it’s imperative that you be paranoid. Not in a debilitating sense of course, but always looking over your shoulder. Always serving your customers in the way they want to be served. Always doing better.
Good or bad, you should be ‘all ears’ with customer feedback to gain valuable insights into your business.
In the tire and service industry, we all need to accept the fact that we’re going to have competition. With competition comes choice. Customers have many alternatives and when lured away by a competitor, we may not get their business back very easily.
Whether a vehicle finds its way into your shop for worn rotors or a broken timing belt, you have an obligation to the customer to ensure his/her car is in good working order by the time it rolls out of the bay.
