You can upgrade your existing membership here.
All marketing attempts to this community without proper membership level and/or approval by staff, will be considered spam, result in topic/post removal, and a warning, which can lead up to the banning of your membership, company and/or product on all pages of AutoShopOwner.
Thank you for your support.
By Joe Marconi
I recently made a call to my Internet provider to discuss and issue I was having. After multiple attempts at trying to explain my problem, the customer service rep on the other end of the phone had no clue how to solve my problem. She was nice, extremely polite, and had the voice of an angel. She was well-trained, but not in the art of problem solving.
Great customer service is not about being nice to people, it’s all about understanding the customer’s needs and coming up with solutions to their problems. Train your service personnel in the art of proper etiquette, but also in the art of problem solving. Empower your people to also make decisions. Set limits, but give them the authority to solve issues without every problem reaching your desk.
By Ron Ipach
If you are currently texting your clients and are using one of those potentially expensive services that charge a pretty decent monthly fee, and then in some cases, up to an additional dollar per text to send automated and group texts to your clients, you'll probably want to check out a service that I've been recommending to my clients for several years - and it's totally FREE for your first 250 texts, then only .05 cents for each text after that.
Sure, it doesn't have a direct link to your client list, requiring you to export/import your mobile numbers into their system (a 10-minute process) - but once your client's mobile numbers are uploaded into EZtexting you can pre-schedule your individual and group texts to go out whenever you wish.
By Joe Marconi
This is not new topic for me, but I need to revisit it again. And I will keep revisiting this topic for the sake of our industry.
For independent repair shops to "thrive" today, you must take a proactive approach with regard to business. If you only want to "survive" you can stop reading now.
Waiting for the phone to ring, or for cars to breakdown, or for a customer to drive into your shop asking for a repair or service is business suicide. The days of broken cars lining up in front of your bays are over. Sure, cars still breakdown, but you cannot thrive with a wait-and-see strategy.
Make sure you perform multipoint inspections on all cars in for any type of service. Yes, any type of service or repair. Look up vehicle history on all vehicles. Let the customer know of needed services, missed services and services due. And lastly, book the next appointment. Yes, I know....Joe's been preaching this over and over and it does not work in your shop. Fine, then let me focus on those shops that do book the next appointment. Because those are the shops that are adopting a proactive approach...and I will see those shops in the future.
By Joe Marconi
Back in the late 1990’s, I began to get concerned about car counts and customer retention. Around that time, cars were beginning to become more reliable and many of the services and tune up components we once counted on, were going away.
I also started to notice that many customers were going to the quick lubes for their oil changes. To be honest, I couldn’t blame them. There was a time when I did not offer any “wait” service and I was never concerned about the oil change business.
That all changed. I began an all-out blitz to get my customers coming back to me for their next oil change. I especially made it a point to inform customers of their next appointment when we did not due their last oil change. I just informed them of their next service date and made sure they received a service reminder.
The plan took time, but it worked. It increased car counts and customer retention improved. We still use this strategy to this day.
Make sure you speak to all customers at car delivery about their next service. Book it in your calendar. And if the car was not in for an oil change, check the oil sticker, enter the date in your CRM reminder system, and assume that the customer wants to return to you.
We need to be proactive these days. We cannot wait for the phone to ring, we have to make it ring!
By Bruno Tabbi
New member here.
I wanted to pose a question to the forum here.
Which types of leads are most likely to turn into sales for you? Put another way, what is your best source for generating new business? I don't want to know how you advertise, I want to know know for example if phone calls are more valuable than web leads, or which types of leads have the highest closing ratio for you?
For most people here and in most industries, its unanimous that word-of-mouth and in person interactions are your most likely sales but besides those what is the most reliable? Web leads, phone calls? And when you do advertise do you push people to the form of contact that your most likely to close?
The reason I ask is because I see people just advertise their website with no phone number sometimes or some people really push people to call.
Do you find that people who call your shop are more likely to come in than people who might come from a web lead such as an online form?
Thanks in advance for any input.