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Had a conversation with a customer today about oil service. We had just finished up an oil service for the Customer and also a Complimentary Oil Service Inspection. He actually asked if he had to pay extra or if it was included LOL he was very impressed by the digital inspection... Anyway back to my story... the customer asked about his next oil change interval. Shame on me I had just bought an lube sticker machine this week and we are setting it up today. I did not get a chance to give this customer a lube sticker however when asked about his next oil change I did notify him we will be sending a notification for his next oil change. He asked when we suggest he get his next oil change my response was 5,000 miles or 6 months. The customer then asked why so early since synthetic oil is made better, last longer etc etc. I responded by saying, "Sir you are completely right! Synthetic Oil and especially the German brand of oil we use is really high quality stuff and you certainly can run the vehicle a lot longer without absolutely having to change your oil HOWEVER... it is in our professional opinion it is "cheap insurance" to perform oil services more frequently so we can monitor oil level, oil quality etc. We also perform our complimentary oil service inspection during every oil change." This customer is on the penny pincher side of things and his response was, "oh ok, makes sense."

 

Systematically educating your customers is key! Systematic CRM is also super important. Something I am working on constantly.

Edited by mspecperformance
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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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