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  • Similar Forum Topics

    • Increase auto repair sales by adding to the cart

      Retail stores have known for a long time that adding or increasing the size of shopping carts also increases sales. Consumers may go to the store with a list, but as they pass through the aisles, having a cart makes it easy to add to that list.  While your repair shop does not use shopping cart, the same strategy can used. Every customer that books an appointment as done so with some sort of list; an oil change service, a brake issue, tire rotation, etc.  Through an effective multipoint inspection and looking at service schedules, you can make suggestions to your customers that can add to their cart; essentially increasing sales per vehicle. One last thing: Always make service and repair suggestions to the customer that is in their best interest and have value, and you can’t go wrong.  It’s actually great customer service. 

      By Joe Marconi, in Joe’s Business Tips For Shop Owners

        
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    • Enhanced your vehicle multipoint inspections with Video

      Has any signed up or know of this product? "Truvideo" BG has partnered with a company called Truvideo.  The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video.  The customer can see on video things like worn brakes, worn tires, a leaking hose, etc.   I think that this has its place in the multipoint process. Below is a link for more information. Your thoughts? https://www.bgprod.com/programs/truvideo/  

      By Joe Marconi, in The Customer Experience

        
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    • Shop Owner’s need downtime to put things in proper perspective

      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, in Joe’s Business Tips For Shop Owners

        
      • 6 replies
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    • Negative review while serving vehicle

      Hello all, Has this ever happened to any of you? We recently went out of our way to accommodate a customers' vehicle repair request. Though the customer was argumentative about pricing, hours charged, parts used etc, they ultimately agreed to the repairs. About an hour or so later, we receive notifications of several 0 or 1 star reviews on many social websites including Yelp, Google, Yahoo, Facebook....... you name it they had an account or made a new account to put their side of the story out there.  How would you handle this? Do you feel obligated to complete the said repair?  Thanks in advance for your thoughts and opinions.   Nick 

      By CAautogroup, in General Automotive Discussion

      • 15 replies
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    • Damage to customers vehicle

      How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc?   my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God.    Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.

      By spencersauto, in General Automotive Discussion

      • 22 replies
      • 1,154 views
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