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Posted

I am need of some advise. So the last year and a half we have had an up and down roller coaster of a ride. I have spent pat of my time trying to get our newest location up and running and neglected our original. In that time I have had a rash of "bad" employees, both techs and counter people. Quite a few upset customers and quite a turn over. 1 or 2 in particular have completely destroyed our reputation. We lost our core clientele as well as low car caking l, aro and overall phone calls and business. During this stretch, we would have great months when I or my GM would be there full time, then the complaints, and crash when we relaxed. April this year we had our worst month since 2008 right after 4 consecutive good months. Does anyone have any type of suggestions on how to go about repairing the damage that has been done? 

Posted

The shop next door to us had really really bad reviews. I checked like 3 weeks later and they were above the 4 star mark. I asked the advisor what happened and turns out he contacted every single customer- even those that left a review years ago. It was the same situation, bad people that got fired. Not really sure what he said that changed their mind but it worked. Not sure if he enticed them with a free oil change or whatnot but maybe just be honest and tell them you had bad employees but they're gone now, offer them a free service and have them rate you again with the latest visit

Posted

Hi Brian, if this problem is as bad as your saying, in my mind there is only one way to fix the relation ship with your customers . First make sure your counter  and tech problems are resolved other wise your wasting your time. Second, and this is the most important part either you or your GM must call each and every customer personally and apologize

for your shops failures . Next ask them what you need to do to make it right and then as long as it isn't something off the wall or completely out of line, do it. If a car wasn't fixed correctly, get it in and get it fixed at no charge. If a car was returned filthy and greasy, get it detailed. Your customers won't be expecting it and this will go a long way

towards building a lot of good will. You won't please them all but they will probably stop bad mouthin your shop and you can build the reputation back up.  Good luck.

Posted

Hi Brain. First of all - you've got to respond to these people - and don't take things personally. I know it's hard - but you've got to keep your cool. There shouldn't be any "he said - she said" discussion - just the facts and what you need to do to correct it. 

Now, you\re not specific about how this happened - online reviews? But it's difficult to talk about it when I can't see it. 

Moving forward, you should try to get out of this. You can easily do that with:

1) Follow up calls when a customer has been in (within a day or two)

2) Request reviews my email or text message - link direct to your review page

3) Use surveys - explain you're just trying to do things right and you would appreciate the customer's input. 

By getting out in front of things and being in touch right after the customer came in, you can shift things so they don't explode. I don't know what your capabilities are, website or any of that, but I would be pleased to talk to you one-on-one and better understand your issues. You can do that if you message me through the forum or call me toll free 1-888-772-2069

Hope this helps!

Matthew Lee
"The Car Count Fixer"

Get my book FREE
Fix Your Car Count in 17 Minutes... Guaranteed!
 

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  • Have you checked out Joe's Latest Blog?

         0 comments
      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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      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/
      Check out their podcast here: https://autorepairmarketing.captivate.fm/
      If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
      Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great. 


      Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn 


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      Importance of Planning (00:19:14)
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      Blocking Time for Planning (00:19:40)
      Kim advises shop owners to set aside undistracted time in October for planning.
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      To listen to more episodes, make sure and go over to iTunes and or Spotify.
      Don't forget to rate and review us!


      Connect with Chris:
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      www.autoshopcoaching.com
      www.aftermarketradionetwork.com
      940-400-1008
      Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
      YouTube: https://bit.ly/3ClX0ae
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