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(Gifts) For top spending customers


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When do you buy a customer a thank you gift? How much should they spend before you consider getting them something and how much do you spend? Do you do it just for Christmas of another holiday? Should it be done after a certain dollar figure has been met fir the year? Sound of friends.

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I used to send fruit baskets to my best customers. They stopped coming in as frequently so I suspended the practice. I assume they thought if the mechanic is sending gifts they might have overpaid for the service. Just an assumption, but there was a definite correlation between me sending a gift and a drop in YTD revenue. I notice now my best customers send me gifts, that's better - I don't mind thinking they are wealthy.

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When we first opened, we sent Christmas cards, the inexpensive boxed cards from the store. A couple of years ago we gave a bag of peanuts in the shell to our best customers. Last year, the owner gave a personal phone call. The phone call got a lot more mileage than the peanuts or the cards.

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  • Have you checked out Joe's Latest Blog?

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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