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What Are Your Shop Processes?


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Hey all,

 

I was just wondering if you guys could list your shop processes. From the customer drop off to pick up or delivery.

 

How to make things more convenient for the customer, or when to properly mention the repairs needed for their vehicles. My shop is fairly new and so I was wondering what kind of processes you guys have in place so everything goes smoothly.

 

Thank you in advance! It's been a pleasure learning from you guys.

 

Reuben

Car ER

 

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Tall order, but here goes.

 

Phone call: SW greets customer and gets customer's name and phone number UP FRONT and refers to customer by name (Mr. or Ms. So and so - not first name).No estimates are given over the phone. The goal is to get the customer in the shop. We won't install customer-provided parts.

 

Walk-ins: Greet customer and get info on customer's needs. Do vehicle walk-around with customer. Visually inspect car, get mileage, develop relationship.

 

Tech does thorough digital visual inspection and discusses with SW.

 

SW estimates all findings then presents findings to customer addressing customer's original concerns first, then safety-related findings, then optional services.

 

Do the work,

 

Set a follow on appointment.

 

What I can't convey here is the personalities involved. I have female SWs and assistants at both shops who are magic with customers. They work daily with an on-site sales trainer who is helping them hone their presentation skills.

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  • 2 weeks later...

Reuben,

Nice looking shop and website! I agree the only way to run a shop is with good processes. I recommend developing a plan one step at a time. Take it from the beginning. Step one is how the phone is handled. The folks that answer your phone must be trained and effective. Develop phone procedures that get cars in the door. I'm sure you know the time, effort and money that goes into making the phone ring. A good service advisor on those calls will make all the difference in the world.

 

Once you have the phone mastered and a good conversion rate, develop a process for the write up. Get your customer taken care of in a way that makes them feel like royalty. It your chance to shine and be sure they become fans of your shop.

 

Hold regular meetings with your staff and share your vision of where the company is going, keep developing your processes and become the go to shop everyone is talking about.

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