Certified Express Lube And Auto Service: Owner Takes Unconventional Route To Shop Owner Status
By all accounts, if you walked into Certified Express Lube & Auto Service in Crestwood, KY, you’d probably think it was owned by a former technician who decided to venture into shop ownership. The waiting area is inviting and features AAA-approved signage. The shop’s four technicians have ample room to work in the shop’s 13 service bays, and customer service is priority number one for each and every repair.
Don’t Let A Customer Compromise Policy
A women came to the shop a few weeks ago asking for a donation for her son’s baseball team. The woman has come to us for minor service work a few times, but is not one of our loyal regulars. After we gave her the donation, she thanked us and made an appointment for her car.
Hire The Superstars While Building Your Business
One of the most common questions our coaches are asked is, “How do I find the superstar technicians and service advisors?” Interestingly, what most shop owners do is wait until they need a tech or advisor before they start their search. Unfortunately, when they use this technique they inevitably end up hiring the best of whoever happens to be available at the time, rather than the best of the best.
Three Management Mistakes That Can Cost You A Fortune
We all can agree that competition among employees is good, but there is a right way, and there’s a wrong way. The wrong way is to tell your techs that you’re going to post the hours they each flag, and at the end of the pay period the winner will receive a reward. Although that sounds good, you’ll inevitably end up with one winner, and no matter how you cut it, the rest of your techs are going to be losers.
A Powerful Tip For Shop Owners
Competition continues to heat up in this industry. New car dealer operations continue to close, franchise operations are consolidating, and sadly some independent shops are going away. What can you do? I’ve worked with a few very bright shop owners who do a great job of keeping their fingers on the pulse of the industry.
A Shop Owner’s Guide To Turning Advisors Into Superstars
Far too many shop owners hire service advisors who they feel are good at what they do, and then prefer to “get out of their way and let them do their thing.” Unfortunately, that’s a mistake. Here are some tips that you can use as a guide to help you turn your advisors into superstars.
Glenway Auto Center: Building Customer Confidence Through Consistency
Having been a car dealership for 90 years has its benefits. Glenway Auto Center in Cincinnati, OH, opened in 1919 and serviced Chevy vehicles until the doors were shuttered in 2009, in the wake of dealership closings across the country. But, as the saying goes, when one door closes, another often opens – and, in this case, it was as an independent repair facility and body shop less than a year later in June 2010.
Top Shop Automotive: Three Talented Guys And A Successful Automotive Repair Shop
In a world where tweeting and texting seem more commonplace than face-to-face interaction, businesses need to adjust to the times – and Top Shop has done just that. The shop’s website has been updated and is even more user friendly, maintaining high visibility on search engines. The shop also makes its presence on Facebook, Twitter and WordPress a priority.
New Oil Change Invoice Requirements For Shops
Your customer invoices might have to list the engine oil type, brand and other related information, according to a new recommendation by the U.S. Commerce Department’s National Institute of Standards and Technology (NIST) and the National Conference of Weights and Measures (NCWM). These recommendations became effective July 1, 2013, for states that approve, and are outlined in a section known as the Uniform Regulation for the Method of Sale of Commodities. But, it is still not clear how these recommendations will be enforced.
Publicity: Sometimes Better Than Advertising
I am a believer in “guerrilla marketing,” which is a strategy that allows us to compete with the big guys, without going head to head with them. Most of us cannot compete on the same level as a large dealership or national account, and we shouldn’t. It’s actually more important to find what the competition is doing and do the opposite.
5 Tips On Handling Price Shoppers
In order for people to buy from you, three things need to occur: they need to like you, trust you and view you as a credible expert. Accordingly, the first thing you need to sell to any caller is you; not your shop, or any repair. The best way to accomplish this goal is by smiling, answering the phone with a salutation, providing the caller with your name and the name of your company, and then ending with a question that invites a response.
If You Haven’t Seen That Long-Time Customer For A While, Don’t Send A Service Reminder!
If you haven’t heard from a customer for a longer than usual period of time, pick up the phone and give them a call! Years ago I developed a really easy way to start the conversation without sounding awkward or as though we were just looking for additional sales.