Elite Certified Sales and Leadership Trainer Jen Monclus shares why it's your service advisors' ethical responsibility to disclose absolutely everything that's wrong with a customer's vehicle, even if it's a first-time customer with a long list of repairs:
Here's a can't-miss tip that superstar shop owner Servando Orozco has used to go above and beyond the expectations of his customers, and build 4 of the top shops in the country.
Do your customers ever tell your advisors that they're unable to being their vehicle in today? Top sales trainer Jen Monclus explains how to handle this common sales objection.
For additional help generating higher sales and happier customers, learn more about Elite's industry acclaimed Masters Service Advisor Training Program: https://www.eliteworldwide.com/automotive-service-advisor-training.html
Elite's Bob Cooper and Doris Barnes share the 4 sales your service advisors need to make with every single customer:
For additional help generating higher sales and happier customers, learn more about the industry's #1 service advisor training.
Superstar shop owner and Elite Business Development Coach Jim Butitta shares a critical employee management tip that will help shop owners build the culture needed to attract the top techs and service advisors:
Visit the Elite website to learn how you can team up with a superstar shop owner like Jim to reach your shop's goals: https://www.eliteworldwide.com/one-on-one-coaching.html
Elite Business Development Coach and past superstar shop owner Kevin Vaught shares where both your overall payroll, and your service advisor payroll should land as a percentage of your shop's sales:
For additional help building a more successful auto repair business, learn how you can team up with a top shop owner like Kevin to reach your shop's goals.
Superstar shop owner and grassroots marketing guru Servando Orozco shares a tip that will bring new customers into your shop, humanize your business and have a positive impact on your customers and community:
For additional help building a more successful shop while elevating our amazing industry, visit the Elite website at www.EliteWorldwide.com.
Retired superstar shop owner Kevin Vaught shares the rule that every shop owner in America needs to follow when it comes to disclosing needed repairs and services to their customers.
If you're interested in teaming up with a top shop owner like Kevin Vaught, who has been in your shoes and overcome the challenges your shop is facing, learn more about the Elite Coaching Program.
Superstar sales trainer Jen Monclus reveals 5 steps that your service advisors need to follow to overcome even the most challenging sales objections shared by your auto repair customers:
For additional help generating happier customers and higher sales, learn more about Elite's industry acclaimed Masters Service Advisor Training Course.
One of the most common questions our Elite coaches are asked is, “How do I find the superstar technicians and service advisors?” Interestingly, what most shop owners will 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. So if you are looking to hire the stars, my first recommendation is that you always nee
By Bob Cooper of Elite
If there is one thing our industry has done since the very beginning, it’s put technicians into the role of service advisors. The rationale is that they have a good understanding of automobiles, which will enable them to be competent advisors. Unfortunately, that’s the furthest from the truth. Although an in-depth understanding of automobiles can be an asset, there are a number of other things you should consider before offering a service advisor position to one of yo
By Bob Cooper
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. Putting first things first, every new customer needs to be sold on your shop. They then need to be sold that they made the right decision in calling your shop, have confidence that whatever problems they may have will be solved, believe that your advisor is someone that has their best interest at hea
There is an expression that has been around our industry for decades that says if you run a good, ethical business, the one thing you should never do is “steal” employees. If you agree with that philosophy, this is one article you may want to read.
First of all, in order for any of us to steal employees, by definition those employees would need to belong to someone else. Slavery was abolished in America in 1865. None of us “own” other people, and I am sure if you asked any of the employees wh
When your techs come to you to tell you they’re stumped, and you give them a recommendation, you’ll lose regardless of the outcome. If you solve the problem, you’ve sent a message to the tech that you’re more knowledgeable than they are, which is not going to build their confidence. But then it gets worse; you’ve also taught them to come to you when they're up against a wall. This is a lose-lose situation, in that if your recommendation doesn’t solve the problem, the tech will come back to you l
As a member of AutoShopOwner, you can manage the types of notifications that we provide you for when things happen here, either via email or when you login and view your notifications list (the bell icon). For instance, when you start a new topic in a forum or reply to an existing topic, you are automatically subscribed to receive a notification when new content is posted. That can happen by email or not, depends on how you want to receive it.
To get to your notifications management sectio
1. Invest in your most valuable asset: The people who work with you.
You will need to embrace the fact that every one of your employees undergoes constant training, regardless of whether or not you provide it. Every time a technician diagnoses a vehicle or performs a repair, there is some form of learning taking place. The same is true with your advisors, as they are constantly learning through their exchanges with your customers. Ironically, while many shop owners believe they are saving
If you are in business long enough the time will come when you’ll need to let someone go, so my goal with this article is to help you through the process.
The most common reason shop owners are reluctant to fire someone is they feel the employee is either irreplaceable, or it will take a long time to find the right replacement. First of all, everyone is replaceable, and as I have often said to clients, the graveyards are filled with irreplaceable people. With regards to the concern that it
By Bob Cooper
There is no easy answer to this question, but here at Elite we can give you some points that you need to consider. We realize that you are paying rent, insurance, etc. on a 24 hours a day, 365 days a year basis, so many will argue that you should be open on Saturdays since you’re already incurring many of the fixed expenses. Some will also argue that if you are closed on Saturdays, then stranded customers, or those who can’t make it in during the week, will wind up at your co
By Bob Cooper
Regardless of whether you have one or twenty employees, your productivity and profits will both go up if all your employees work together as a team. If you feel that’s not the case in your shop, or if you would like to ensure that you are covering all the bases, I hope that this checklist can help.
Hire the right people
At Elite we look for people that have the right attitude, the right aptitude and the right ethics. I am sure you will agree that in order to cult
It's been a while since I made a blog entry so I've decided that I am going to start to add entries around using AutoShopOwner and things that may be of interest. For this entry, I'd like to showcase our Activity tab in the main menu and try to describe how you can use it and some of our other views to bring up the content that you want to see vs viewing everything. Today we have a few ways of seeings what's new from your last visit and content in general.
UNREAD CONTENT
You can
By Bob Cooper
If you what to sell more service, drive up employee morale and productivity, and see higher profits, then this is one article you may want to read. I realize that I just made a pretty substantial claim, but I sense that by the time you finish this article, you will agree...
Rudi Rudloff, who is now an Elite Coach, approached me a number of years ago when he was one of our coaching clients here in San Diego. He said that since his shop was only open Monday through Friday,
By Bob Cooper
Over the years I have had the pleasure of watching hundreds of shop owners go to the top, and truly become industry leaders. I have also seen thousands of shop owners that struggle from day to day until they finally either try to find someone that is willing to take over their business at any price, or they simply close their doors and walk away. There are many reasons why shops fail, including lack of business skills and the unwillingness to reach out for help before it’s too
