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We all survive by and need healthy car counts. That's a given. But all too often I see auto repair shops with "steady" but not "growing" car counts, but with new customers coming in each week.

So, the question is, "If a shop has steady car counts and has new customers each week, then why are car counts not growing?"  

This is a topic that's complicated for a post but here are a few things to consider:

  1. Is your marketing attracting the right customer that matches your key profile customer? If not, the wrong customer may be a one-timer and that does not help your car count.  Or, if you are promoting too much discounting, you may be attracting the wrong customer, and that's not a long-term strategy either. 
  2. Are you making every effort to WOW all new customers and create an amazing experience that gives the new customer a compelling reason to return? All too often we are too transactional and don't spend enough time establishing relationships.  Make every effort to spend time with each customer and ESPECIALLY with first time customers. Its the relationship not salesmanship that builds a company!
  3. Are you booking your customer’s next vehicle appointment?  Please don’t tell me this does not work. It does!  Hairdressers do it, doctors do it, dentists do it, nail salons do it. My chimney cleaning service company evens books the next chimney cleaning!  If you are not booking your customer’s next visit, trust me, someone else will.

I hope this makes sense. What are your thoughts? 

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