All new quick management tips on being prepared, customer service and etiquette. Check out the latest Auto Shop Monthly Management Tips from the Automotive Management Network to get inside secrets on managing your shop and increasing your bottom line.
Tip#193 – Odds are your Service Stinks
How good is your customer service? Our standards in this industry are pretty low. Most of us think that 5 on a scale of 1 to 10 is great service. Most shops are around 3 or 4. This is fantastic news for shop owners with open minds looking for ways to stand out. Moving your shop to 7 or 8 (or even 6) puts you in a class by yourself. But, how do you do that? Forget best practices – that’s just what others already do and should be considered automatic minimums for any decent shop. What could you offer that no one else ever does? What would no one else even consider doing? Do that. Get ahead of the service curve and stay ahead of it.
Tip#194 – Seven Interesting Benefits of an Exceptional Customer Area
- It attracts good customers
- It repels bad customers
- Customers are less likely to be rude or angry if things don’t go perfectly
- The pressure from waiters is greatly reduced and often disappears
- Prices that allow for a reasonable profit are justified and expected
- It says that you are better at diagnosis and repair
- You feel better about yourself and your shop – you live there
Tip#195 – Customer Lounge Done Right
5 characteristics of an exceptional customer area:
- It has a consistent theme.
- It has a focal point.
- Less is best.
- Car service related things are subtle or not there at all.
- It is professionally designed – hire a pro.
Yes, it will take square footage – which most shops have one way or another if they are a bit creative. Yes, it will take money – and it may end up being the best “equipment / remodeling” ROI you’ve ever experienced.
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Service Management Made Simple - Full CourseView Course
Service Management Made Simple delivers easy-to-implement industry best practices in an easy-to-read format. Creating an extraordinary customer service experience, improving customer satisfaction, hiring and retaining quality employees, shop equipment, and financial analysis are covered in detail. Greg takes you through the service writer process step-by-step, outlining obstacles and best practices when dealing with certain types of customer. Also covered is how to keep customers coming back, how to sell more labor and what you need to do to keep solid communication between the Writer and the Technician.