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By Joe Marconi
I am writing this on my last day of vacation in California, spending time with family. It took me a few days to totally relax, but made it a point to not look at emails or call the office.
We all need downtime. I know there will be a ton of work to be done when I return, but I also know that the time away has recharged my batteries and I will be more productive.
Being away from business and spending time with family puts things into proper perspective. You realize that a lot of the things you stress over, are really not as important as you think.
Take time to enjoy life. We all know how quickly time passes us by. And remember, no one on their death bed ever said they wished they spent more time at work.
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 Stevens Automotive Service
You are a entrepreneur and your business is Automotive Repair. Run your business like a business and become more profitable.
You have a tool box just like your techs in the shop do and the ones with the correct tools , good work ethics and knowledge are the best at what they do. So can you in the shop management area just use your TOOL BOX!
A few things to get cleared up. I have read a lot of post , forums etc, dealing with car count, advertising, us against the dealerships etc. WELL ! First you have to concentrate on your business not what someone else is doing, what works for you and makes you money should be what matters to you and your business.
1) Concentrate on what your doing right if it needs refined ..REFINE IT.. DIAL IT IN... GET THE PERCENTAGES CORRECT.
2) Do you have enough work flow and are you getting the max out of what you already have ?
3) IF you don't have a good even flow of car count, advertise, but do it in a way that it comes back to you to show what your business has to offer that the others don't.
4) REPUTATION, CUSTOMER SERVICE, FIXING THE CONCERN and BEING A SMART BUSINESS OWNER are the only steps to winning.
5) Last but not least .. PEOPLE BUY GOODS AND SERVICES FROM PEOPLE PERIOD !!
Look at it in this perspective for a moment. Your advisors are problem solvers, customer comes in with a problem or just for a service and they let them know what it will take to repair it or what the car may be in need of if not now then soon. They are solving problems if not right now then later, building trust and reputation for your business. I always say if you solve there problem the rest SELLS itself. And for those of you that think and have been programmed to think that getting new customers, keeping the good ones you have to spend crazy money to get them and keep them is just that "crazy".
I will be glad to speak with anyone that wants to have less stress and make there shop profitable. Send me a message, email, phone call and we will go over what you have and what you are wanting to achieve and the consultation is always free. IT COST NOTHING TO ASK BUT IT COULD COST A LOT IF YOU DON'T !!
"LOAD YOUR TOOL BOX WITH THE RIGHT TOOLS"
By Ron Ipach
Let me start off by asking you a very important but very quick question: what BS story are you telling yourself? Let me repeat that: What BS story are you telling yourself? We all have these stories and shop owner excuses that we keep telling ourselves that we think are true, that when you really look at it, they're really utter bullshit, but we've been telling ourselves the same story over and over that we actually believe it's true.
Case in point, now if you've ever been on one of my live webinars, you know that because I'm live, I can have a conversation with some of the people that are on the webinar. The other night, a gentleman was complaining about car count. He said because cars are made better (another thing I hear A LOT), there are no cars out there and there's a lack of car count, and that's a big problem.
I took that as an opportunity to tell him what I've probably told you before, if you've been watching these videos, that I don't believe that there's a car count problem out there at all because in every city all over the United States, all over Canada, there are cars sitting on lifts right now in your own town, dozens, maybe even hundreds of them, every single day that are being repaired and maintained by other shops, other shops collectively, but on any given day, there are tons of opportunities to repair cars. The problem is they're just in somebody else's shop, they're not in yours.
It's not a lack of cars out there to be repaired, there's just a lack of cars in your auto repair shop. It's a marketing problem, it's not a problem caused by cars being made better. Now I've told that story before. In case this is the very first time you've heard that, please believe me it is a marketing problem, not cars are made better. That's the reason why you don't have enough cars. Now we're past that.
Because I can go back and forth with them, I told that same story. He'd so believed that it was a problem that he wasn't able to fix, that he told me about the shop owner that was less than a mile away from his shop that said the very same thing, that his shop was down with cars as well. I guess the two of them got together and commiserated about the car count being down, and now both of them believe that there's a car count problem out there. That's an example of the BS story we keep telling ourselves that simply isn't true.
I want you to go back and think of all the things you say on a daily basis, maybe, "I can't find good techs," or, "There are no good techs out there anymore." There are good techs out there, they're just not working for you. What you look for, you're going to find. It's just the truth. Let me give you an example, and this is a story I've told my clients over and over. It's a great example of what you look for, you will see in abundance right there in front of you.
A few years back, we bought a beach condo down in Florida. We thought it'd be fun to have a Jeep, to be on the beach, and just the perfect car to have down there. I never owned a Jeep before, but guess what? As soon as I decided I was going to buy a Jeep, I saw Jeeps everywhere, all shapes and sizes and colors driving everywhere. I've been seeing them every single day go by, but I didn't see them until I decided I want to buy a Jeep.
Did everybody all of a sudden go out and buy a Jeep when I decided? No. It's because I was looking for Jeeps, all of a sudden I saw them. There was an abundance of Jeeps driving by me every single day. I just didn't notice them because I wasn't looking for it.
Then I decided I was going to buy a blue Jeep. You guessed it; pretty soon everybody was driving a blue Jeep. There were blue Jeeps everywhere. Everybody didn't go out and decide that they're going to buy a Jeep, and then they didn't decide if they're going to buy a blue Jeep. It's just I started focusing on it and I started finding exactly what I'm focusing on.
If you're saying that there are no good techs out there, you're going to focus on all the bad hires that you've had, you're going to focus on all the bad interviews you've been on, and you're going to say, "See? I told you so. There are no good techs out there." The same thing with your car count.
If you're going to constantly complain and look at the lack of cars that are out there in your own shop, you're going to keep seeing the same problem over and over and over. It's going to become etched in your mind. It's going to be a BS story, but if you start looking around, start driving around and realize there are dozens, if not hundreds, of cars sitting on lifts every single day in other people's shops and not in your shop, you'll realize you have a marketing problem and you'll start to tackle the big problem that you have right there.
I hope this helps. Go and think of all those things that you tell yourself so often that it's now etched in stone and it's true, and see if you could find the opposite. I guarantee you'll find it everywhere. Thanks for watching. Oh, by the way, I really appreciate all the comments.