Elite

In his new role, Russ Bock will utilize his 45 years of industry experience to provide one-on-one business building guidance to shop owners throughout the U.S.

I am sure we can all agree that our industry, and society, has been going through quite a transformation. One of the changes that’s had an extraordinary impact, and will have an even bigger impact in the coming years, is transparency. Not only do today’s consumers have an expectation of transparency, but they have access to pricing information that was beyond our wildest dreams just a few short years ago.

When it comes to customer complaints, most shop owners are aware that there’s some economic price they’ll ultimately have to pay for the complaint, but will typically have no idea how much each complaint actually costs. This article will aim to bring some clarity to this long-disputed issue.

From the time your advisors first pick up the phone, all the way through your service recommendations, there is one thing that is happening over and over again: The sales process.

Years back, when I was looking to hire a technician, my first criteria would be the person’s skill level. In fact, I based my decision mainly on the tech’s skill, ASE certifications and experience. The result? High turnover.

Not long ago, it was easy to beat your competitors. All that you needed was more equipment, a healthy advertising budget and the ability to fix cars right the first time. Well, those days are long gone. Today, cars are being built better and require service less frequently, customers have more choices than ever before, and they are able to do a tremendous amount of research online before they even pick up the phone.

Without question, it is getting harder and harder to find the really great technicians. We just need to bear in mind that they’re out there, and that they’re more than likely relatively happy where they are. So how do you reach these superstars? Well, you may want to consider what your competitors would never dream of doing, and offer a referral reward that gets the attention of everyone in our industry who resides in your community.

If you want to build a successful auto repair business, you will need to have a number of things in place, yet nothing is more important than having service advisors who can sell in a professional and ethical way.

Most shop owners have learned a lot from their mentors, including the importance of listening to their customers, fixing cars right the first time, and never putting money ahead of people. Unfortunately, in far too many cases their mentors pass on some information that actually shouldn’t be followed.

Discuss these five steps with your staff, and start “wowing” your customers today!

Elite has announced that Randy Pickering has joined the company as its newest business development coach. In his new role, Pickering will utilize his 39 years of experience as a shop owner to provide one-on-one business building guidance to current shop owners throughout the U.S.

Far too many shop owners don’t measure Customer Satisfaction in their auto repair shops. It’s not that they’re not interested in the results, it’s just that they’re not exactly sure how to do it. Unfortunately, the price they pay for not measuring their customer satisfaction is often staggering.