By Joe Marconi
With so many uncertainties these days, there is one strategy that we can all do that will help to smooth out our overall sales and customer visits throughout the year. Make sure the experience is always amazing during the entire customer visit. And perform the car delivery that gives the customer a reason to return.
Here's the key part before any customer leaves your shop: Make sure you discuss their next service appointment and any other future recommendation. Let them know that they will get a reminder by either post card, email or text. BUT, there is one more thing you can do to boost your customer retention, get permission from your customer to call them a week prior to their next appointment. Yes, give them a phone call. Try it, and give it time to work.
Oh....won't work, you're thinking??? Well, here's list of businesses that do it: Dentists, doctors, nail salons, hair dressers, chimney cleaners, boiler service companies and Successful Auto Repair shops.
By Joe Marconi
We all know the expression, "The Customer is always right." But is that really true?
The other day a customer walked over to my tech and starting to scream at him for failing the NY State annual inspection.
I intervened and told the customer to stop and get away from my employee. I also told him that I would not tolerate anyone yelling and screaming at one of my employees.
Should I have been more "reserved" and try to defuse the situation? Should I have "politely" listened to the customer's issue?
Have you been in this position and what would you do?
By Joe Marconi
One of the toughest decisions we face with the COVID 19 crisis is how much staff we need. When do we impose layoffs? I have never in 40 years had to lay off an employee due to any economic crisis. But this time it's different. Half my staff is layed off, primarily becuase sales have dropped more than half.
To paraphrase Abraham Lincoln: "It's better to cut a limb to save the body; never sacrifice the body to save a limb."
Believe me, it's tough, but we all need to make the decisions that we save your company.
By Elite Worldwide Inc.
Complimentary Webinar - Handling Staffing and Unemployment Issues During COVID-19
Guidance from Top Employment Experts
We know how difficult it has been for shop owners to navigate through the employment issues that have come with COVID-19, so we decided that we needed to help. Elite has arranged for SESCO Management Consultants, the top experts in HR and Employment Law when it comes to auto repair shops, to hold a special session to help shop owners through the greatest COVID-19 employment challenges.
In light of what the industry is going through, we've arranged for this session to be held free of charge.
Join us next Tuesday (4/7) at 10:00 Pacific Time, and learn:
How to ensure you're complying with the Families First Coronavirus Response Act (Paid Family Leave).
Everything you need to know about employer and employee coverage
The most important considerations when it comes to leave use and pay requirements
How to sort through staffing, unemployment and other operational issues
The answers to any questions you may have Seating is limited, so Click Here to reserve your spot today.
Wishing you the best,
Your Friends at Elite
By Joe Marconi
We all survive by and need healthy car counts. That's a given. But all too often I see auto repair shops with "steady" but not "growing" car counts, but with new customers coming in each week.
So, the question is, "If a shop has steady car counts and has new customers each week, then why are car counts not growing?"
This is a topic that's complicated for a post but here are a few things to consider:
Is your marketing attracting the right customer that matches your key profile customer? If not, the wrong customer may be a one-timer and that does not help your car count. Or, if you are promoting too much discounting, you may be attracting the wrong customer, and that's not a long-term strategy either. Are you making every effort to WOW all new customers and create an amazing experience that gives the new customer a compelling reason to return? All too often we are too transactional and don't spend enough time establishing relationships. Make every effort to spend time with each customer and ESPECIALLY with first time customers. Its the relationship not salesmanship that builds a company! Are you booking your customer’s next vehicle appointment? Please don’t tell me this does not work. It does! Hairdressers do it, doctors do it, dentists do it, nail salons do it. My chimney cleaning service company evens books the next chimney cleaning! If you are not booking your customer’s next visit, trust me, someone else will. I hope this makes sense. What are your thoughts?