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By Joe Marconi
We sell service, not products. Yes, we sell water pumps, brake pads and air filters. And yes, those are products. But it’s the service we sell, the customer experience, which lives on well beyond the customer leaves your shop.
Think of it this way; when you buy a watch, or a new cell phone, the experience of what you purchase continues after the sale. When we replace a customer’s water pump or air filter, there is very little about those items that lives on beyond the sale.
But, what does live on is the customer experience. The better the experience, the more likely the customer will return to you. So focus on the customer experience, not the products you install.
By Elite Worldwide Inc.
Elite Pro Service is a peer group made up of 90 of the most successful shop owners in North America, and is always full, but as of 11/14 we have a couple of rare openings! "Rare" isn't an exaggeration, as well over half of the 90 shop owners in this peer group have been members since Pro Service was started over 10 years ago.
In a world where information is everywhere, it is the quality of the information you have access to that will separate you from the competition, and at Elite we feel there's no equal to the quality of real-time data and best practices that come directly from 90 of the industry's top shop owners.
Pro Service is more than a “20 Group” process; it is a community. Not only do our Colleagues believe that 90 minds are better than the standard 10-20 that are most groups, but just about every colleague will tell you that Pro Service has connected them with lifelong friends. There have been several occasions where a Colleague was in trouble with their business, and other Colleagues would “jump on a plane” to help them in any way they could.
Pro Service is a caring culture. It’s not only about increasing profits, but about becoming better leaders who create better lives for their employees, take better care of their customers, and make more meaningful impacts on their communities. It’s about achieving personal and business success, but also about elevating our great industry and every life it touches. It is worth your time to visit the Pro Service web page to learn more.
Pro Service Benefits
90 successful, business savvy shop owners working with you to improve your shop’s performance One-on-one coaching from a nationally recognized business coach with over 20 years of coaching experience and over 40 years spent in the Automotive industry Comprehensive host shop meetings performed twice a year, including onsite shop visits, collaboration and training to provide immediate solutions to current issues Yearly Pro Service Conference with training from outside the industry addressing leadership, marketing, recruiting, employee retention, succession planning and more! Monthly online meetings to keep you tuned up Information-rich financial Dashboard with charting, trending and analytics to benchmark performance Extensive library of information resources developed for owners, service advisors, managers and technical staff Support 24/7 To learn more or to find out if you qualify, visit the Elite Pro Service web page: https://www.eliteworldwide.com/20-group.html
By Joe Marconi
Veterans Day, formerly known as Armistice Day, was originally set as a U.S. legal holiday to honor the end of World War I, which officially took place on November 11, 1918. In legislation that was passed in 1938, November 11 was "dedicated to the cause of world peace and to be hereafter celebrated and known as 'Armistice Day.'" As such, this new legal holiday honored World War I veterans.
In 1954, after having been through both World War II and the Korean War, the 83rd U.S. Congress -- at the urging of the veterans service organizations -- amended the Act of 1938 by striking out the word "Armistice" and inserting the word "Veterans." With the approval of this legislation on June 1, 1954, Nov. 11 became a day to honor American veterans of all wars.
Anyone know or recommend a company that offers a 3-5 day workshop to train a service writer/manager to learn how to SELL and manage tech workflow? Not looking for a consulting firm wanting thousands of dollars. We have an awesome personable approachable person who was one of our techs and wants to move up front but needs help. Thanks so much for your input
By Joe Marconi
At the Ratchet + Wrench Conference last month, I met Charlie Marcotte, owner of Amerian Pride Auto in Virginia and the founder of Family Service Day. After doing a little research, I joined the organization.
Family Service Day originated in 2009 with a Williamsburg, Virginia based company, American Pride Auto. The idea was simple: offer support to single parent families and deployed military by offering the gifts and talents we have been given, the ability to repair vehicles, for free. There are really no limitations — if you have desire to make an impact in your community, Family Service Day is a great way to get involved.
Getting involved in your community is the best way to make your shop stand out as the business that cares about people. Plus, it will get your staff involved which will boost morale. You can reach out to your vendors for help with parts and also get major businesses in your area to help sponsor the event.
Shop owners, I recommend that you find out more about Family Service Day. Below is a link for more information: