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Joe Marconi

Shop owners alert: Are you proactive about your future?

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Business has been up and down the past month or so. Some shop owners say that business this past winter was ok, others complain that the lack of a real winter hurt business. My advice, forget about the past and plan for the future.

 

The world of auto repair and servicing has changed. We need to be proactive, not reactive. For those old enough to remember the 1970s and the 1980s, cars broke down at an alarming rate. Being proactive was unnecessary. There were broken cars lined up in front of our bays every day.

 

Well, the good old days are gone. Today we need to be proactive. Every customer is an opportunity to build a relationship. Speak with your customers. Make sure you find out what their auto needs are. Create an amazing experience that tells the customer: Please return.

 

Explain the benefits of preventive maintenance. At car delivery, discuss their next service, book their next appointment, and let them know of any upcoming needed repairs. Little things such as informing customers about their next tire rotation, next wheel alignment or next scheduled maintenance can make a big difference. And of course, send out those service reminders.

 

Remember one thing: Every car in your shop today will need futures services and repairs. Will they come back to you?

 

In other words, become more proactive and not wait by the phone for the customers to call you. That may not happen these days.

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