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Found 10 results

  1. Do customers really have clear expectations when they arrive at your shop? Think about it. Who is responsible for setting clear expectations? Consumers may have a preconceived idea about what to expect, but when it comes down to what or who sets the expectation, it's the shop's responsibility. Great customer service is created by the shop and its people. The consumer will judge that experience, but they don't create it, you do. We may think that the consumer will tell us what they expect from us. I think it's the opposite. Henry Ford once said: “If I had asked people what
  2. 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
  3. Back in the late 1990’s, I began to get concerned about car counts and customer retention. Around that time, cars were beginning to become more reliable and many of the services and tune up components we once counted on, were going away. I also started to notice that many customers were going to the quick lubes for their oil changes. To be honest, I couldn’t blame them. There was a time when I did not offer any “wait” service and I was never concerned about the oil change business. That all changed. I began an all-out blitz to get my customers coming back to me for their next oi
  4. By Bob Cooper We all know that there are many things you can do when it comes to customer retention. Follow-up calls, sending out service reminder notices, ongoing advertising campaigns that keep your name at the top of the customer’s mind, and scheduling the next visit at the time of car delivery are just a few. Yet there are some timeless rules that are often forgotten. During these competitive times I feel I can best help you by reminding you of the 6 most important rules when it comes to customer retention. Rule #1. Create a principle-centered culture. All great companies realiz
  5. Does your shop run on the Scott Systems MaxxTraxx Shop Management System? Their latest release, available now, includes two new myCARFAX Shop Tools. Participating shops can now signup customers for myCARFAX in one-click! myCARFAX is new no-cost customer retention tool that helps keep your customers coming back for their future preventative maintenance services. Consumers who use myCARFAX get their vehicles serviced 20% more frequently than non-users - getting you more service business! myCARFAX will remind the customer about their next oil change, tire rotation, and state inspections
  6. Does your shop run on Janco's Stocktrac Shop Management System? Their latest release, available now, includes a new myCARFAX Shop Tool. Participating shops can now signup customers for myCARFAX in one-click! myCARFAX is the new no-cost customer retention tool that helps keep your customers coming back for their future preventative maintenance services. Consumers who use myCARFAX get their vehicles serviced 20% more frequently than non-users - getting you more service business! myCARFAX will remind the customer about their next oil change, tire rotation, and state inspections - always
  7. Does your shop run on the YES! Pace Software Shop Management System? Their latest release, available now, includes new myCARFAX Shop Tools. Participating shops can now signup customers for myCARFAX in one-click! myCARFAX is the new no-cost customer retention tool that helps keep your customers coming back for their future preventative maintenance services. Consumers who use myCARFAX get their vehicles serviced 20% more frequently than non-users - getting you more service business! myCARFAX will remind the customer about their next oil change, tire rotation, and state inspections - alw
  8. Does your shop run on the Bay-masteR Shop Management System? Their latest release, available now, includes two new myCARFAX Shop Tools. Participating shops can now signup customers for myCARFAX in one-click! myCARFAX is the new no-cost customer retention tool that helps keep your customers coming back for their future preventative maintenance services. Consumers who use myCARFAX get their vehicles serviced 20% more frequently than non-users - getting you more service business! myCARFAX will remind the customer about their next oil change, tire rotation, and state inspections - always
  9. Be Careful of Who’s Greeting Your Customers? Have you ever walked into a store, restaurant or other establishment and the person greeting you treated you as an inconvenience, rather than a valued customer? Sure you have. Well, who’s greeting your customers? More importantly; how are your customers being treated whether on the phone or in person? The people you have greeting your customers and on the phone represent you and your business. Sales can suffer with the wrong people taking care of your customers. This is especially true for first time customers. Every point of conta
  10. Do any of you use Demand Force marketing tools? Our managemnt system is working on integration with DemandForce. I saw a demo, I like most of what they do. Its kind of expensive but it gives us some added contanct avenues with the customer that we desire yet don't have the tools to implement though our management system alone. Who is using it and what kind of results are you seeing? What managment system are you using and how well does it integrate with DemandForce, primarily from recommendation management and customer self scheduling? Thanks for the input!!!


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