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All that hard work and the customer doesn’t notice


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  • 1 year later...









Joe,

 

All good points. I think perception is reality for the customer. To insure every customer is impressed, I recommend the following:

 

Have a well maintained facility that is clean and looks great. Super clean bathrooms, nice, comfortable showroom. Free WiFi, Large T.V., etc

 

Clean the customers windows on every visit, and vacuum the car out

 

Make sure the outside of the car & under the hood are clean, and grease free.

 

Anything & everything that says professional should be done, because most of the time these are the things your customers pick up on, not necessarily the quality repair.

Treat them like royalty, do it under the estimate, have it done early, fix it right the first time, and put them in control by sharing the information..."you report, they decide"

Make every perception of your shop top notch, and you will accelerate your success!

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Hand wash the car, clean windows inside and out, top off fuel tank., Many people will notice but still some will not.

With all respect many people turn the key/push the start button and operate in the NET/CLOUD. Tonight I watched a lady driving and texting for several miles in the dark before she noticed that her HEADLAMPS WERE NOT TURNED ON!

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  • 1 month later...

Joe, I learned that when I started selling cars. I would spend hours to fix everything body/mechanics/detailing to make the car as perfect as a 10 year old car can be and people were happy. Then I learned they would buy a good enough car that I didn't have time to fully restore and be just as happy. Most people cant even feel the difference between new struts and totally worn out ones, they just don't pay attention and honestly I think they don't really care. As long as the heat works and it starts they go back to thinking about the news headlines or candy crush or whatever. The car is simply an appliance to some.

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  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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