I have an idea of a software that can be used to charge a customer a monthly fee.
For example, you could have different tiers:
Maintenance Lite - 15$ a month: low monthly payment for all of the conventional oil changes required by the average driver each year.
Maintenance Basic - 20$ a month: Maintenance Basic includes everything you'll find in Lite, but adds... Unlimited Synthetic Oil Changes (as needed), On Rim (Seasonal) Tire Rotations (as needed), Complimentary Re-Torquing after changeover.
Maintenance Plus - 40$ a month: includes all services from Ultimate Maintenance Basic, plus the following...
- Off Rim Seasonal Tire Rotations (as needed)
- Seasonal Tire Storage
- Flat-Tire Repair (excluding roadside assistance)
- Up to four General Service Calls (diagnoses, bulb replacements, filters, etc...)
- Battery Boost/Replacement (excluding roadside assistance)
- Priority Scheduling Service (For seasonal tire changeover)
What do you think about it?
By ASOG Podcast
ASOG Podcast LIVE from ASTE 2021 - Automotive Management Institute
Ethan Smith, Service Advisor, Casey Automotive, Chantilly and Sterling, VA
Chad Jacks, Service Advisor, Dale's Service Center, Davenport, IA
Rena Rennebohm, CEO and Creator of Empowered Advisor. With over 20 years of experience in the automotive industry, Rena has always had a passion for helping people. As a Service Advisor, she found every way possible to improve and utilize her skills. Implementing new techniques with basic fundamentals gave Rena the ability to become one of the most sought after Trainers and Coaches in our field. Dedicating her time training Service Advisors with one-on-one calls, webinars, and classes is what she lives for. With high energy and understanding, rapid and continued improvement has been shown across the board from her clients.
Listen to Rena’s previous episodes HERE.
Key Talking Points
Role Play 1: Need a Transmission
Ethan: Customer- Wants price, the vehicle doesn't drive well, doesn’t feel confident from phone conversation Chad: Service Advisor- Distracted, asked to repeat the question, unenthusiastic, gives price for just transmission and when appt is, “maybe 6K” Rena: Coach- 3 steps price shopper- get to know the customer, what are symptoms of car, offer inspection. Giving only price gives customers something to compare. Redo
Ethan: Customer- He did research online and thinks its a transmission Chad: Service Advisor- Greets customer with his name, asks his name and phone number, asks about the vehicle, asks if the vehicle has ever been to the shop, explains what they would do to the vehicle once it is brought in, testing price, explains shop amenities and warranties, asks about an appointment, offers rental ride/shuttle Rena: Coach- Vehicle is vetted, it has been maintained, converting good customer to shop Role Play 2: Check engine light is on
Chad: Customer- Asks about price, looked online at pricing for parts Ethan: Service Advisor- Asks what car, if codes have been pulled, hasn't asked name, throwing different parts names out, $150-170 for repair Rena: Coach- Customer is probably frustrated, was told no, hasn’t received help, become a little grumpy, vehicle coming into the shop is the priority before giving price, every phone call is opportunity Redo
Chad: Customer- Will the car be ready that day? The car pulls to the left when driving, asks about drop off/night pick up Ethan: Service Advisor- Asks for customer’s name/phone number, “sorry this is happening,” “so happy you called,” asks if the car has been to shop, thanks the customer for giving him the opportunity, asks if the car has been worked on, what is make/model, explains difficulties with check engine light, mentions certified technician, asks what time/day would work, test drive with the customer Rena: Coach- Express empathy, don’t use acronyms, have great tone Role Play 3: Tune-up
Ethan: Customer- Asks what parts will the shop be using? What different services? Chad: Service Advisor- Unenthusiastic, gives price, “stuff to dump in the tank,” didn't ask for name, “I can check it if you want” Rena: Coach- Secret shop local businesses, more common than not, you can’t flip a switch to be professional, you need business culture, training, mentoring Redo
Ethan: Customer- Asks what a tune-up entails, asks costs Chad: Service Advisor- Gives name, asks name and phone number, asks how he found the shop, shows interest in-vehicle, explains details of service, build estimate, explains warranty, offers loaner car Rena: Coach- “My customer’s love it” go with the customer without arguing, ask about symptoms, don’t tell customers they don’t need something
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By Joe Marconi
Years back, customers brought their cars in to us 3 to 4 times a year for an oil change. About every 3 to 4,000 miles. That simple service gave us the perfect opportunity to inspect their car and sell needed services and repairs. It also sustained healthy car counts. Today, we see more and more customers ignoring the shop's windshield lube sticker, and willing to wait for that "Oil Maintenance" light to come on. Many times that could be over 10,000 miles on a Honda civic! This, plus the fact that car makers have been preaching to consumers that their cars need little to no maintenance, is a major contributing factor in lower car counts.
If shops are not taking a proactive approach and adopt a culture of total car care, shops will find it very difficult to stay profitable in the coming years. It's crucial today to educate your customers, promote preventive maintenance, perform detailed multipoint inspections on every car, and make sure you get paid what you are worth.
What tips to you have to be more proactive and maintain healthy car counts and a healthy business?
By ASOG Podcast
ASOG Podcast LIVE - Ratchet & Wrench Management Conference 2021