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Survey Says [RR 753]


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Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel's Previous Episodes HERE

Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ

Key Talking Points

  • What do your customers value the most? What do they want from you?
  • Your customers are your best source for marketing
  • 62% of Rachels customers asked someone who they should go to. Implemented referral cards for customers. Those customers still checked Google for the number of reviews and what was said. 
  • 37% thought google reviews were important. 
  • Top 3 benefits to customers in Rachel’s shop- warranty, loaner cars, speed of service
  • Google Form and QR codes
  • Bad Google reviews- people make mistakes, it’s up to you to make it right and validate the other 5 star reviews. 
  • Alleviating customer stress by communicating clear expectations and following through- loaner car availability, financing, 
  • Surveying both emotions and thoughts- what were you feeling? What was your first thought?
  • To get a good sample you need at least 50 responses
  • New customers- why did they choose you?
  • Frequency of surveys- every few years unless there is a change in the environment (inflation, interest rates, fear of unknown)  
  • Number of questions- 10-12 questions  
  • Headline for the survey- “your opinion matters” 
  • Get survey ideas at Jimmy Alauria site: www.winningautoshops.com
  • Google Reviews Episode with Jimmy Lea [RR 747]

 

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Important Books

Check out today's partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

 
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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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