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Found 74 results

  1. A few weeks back I had a problem with my refrigerator. I got a referral and called an appliance repair company. I called three times and each time I called this is what happened: "C and E appliance, please hold." I was put on hold three times for about 5 minutes. After being put on hold each time, a women would say, "What's the problem?" No engagement, no sign of interest for me the customer, no signs of caring. I gave the women a brief description of the problem and each time she told me someone would call me back. Well, no one did. So, I called for the 4th time, and as the person answered the phone I said, "DO NOT PUT ME ON HOLD." There was silence, so I continued. I explained to her that she has spoken to me three times, I left messages three times and three times you told me that someone would call me back. She replied, "You are talking to the wrong person, if you have any complaints, write a letter to my boss, after all he won't listen to me anyway." I hung up the phone and called another company. The lesson and takeaway here is simple: Who's answering your phone? The wrong people on the phone in your shop can kill your business. Have meetings with your people. Make sure you review your phone skills policy. If you don't have one, create one. Empower your people to people to handle issues. And make sure you log every phone call. If you feel you have a problem, start recording phone calls. Your phone is your lifeline to future business. So, please ask yourself....Who's answering your phone?
  2. I'm going to go out here on a limb here and tell you - YOUR ONLINE REVIEWS ARE THE MOST IMPORTANT FACTOR IN ATTRACTING MORE CAR COUNT! Lemme 'splain... First of all, the reviews given by your customers reveal the health of your business. If your customers aren't saying good things about you, that's a warning sign that you better get your act together right now and start providing a better experience for your customers. Also, if you only have a few handfuls out of all the hundreds or thousands of customers you've worked saying good things - that's not a healthy sign either. They may like, or even love, doing business with you, but if they aren't telling the world (aka writing an online review), their little secret is hurting your chances to attract more car count. You see, studies show that 92% of folks will read reviews before making a buying decision, and if you don't have a stellar reputation (4.7 or higher), they'll move on to the next shop. In fact, I advise that you completely stay away from any form of online advertising for new customers unless your score is at least a 4.7 out of 5.0. Why? Because your prospective new customer will easily be able to compare you with everyone else and will more than likely choose the shop with the better reputation - negating all the time, money, and effort you've put into your advertising efforts. Look, you can argue with me all you want, but we're talking human nature here. Most will always go with the higher recommended shop. Why not? If you don't have a great reputation score, all you're really doing is advertising for your competitors that do. But your score isn't the only factor being looked at. There are actually three factors that are important about your reviews. 1. Quality (4.7 or higher overall score is needed) 2. Quantity (These days, a minimum of 75 reviews are needed, but in highly competitive areas, 150+ is needed) 3. Recency (You must be getting 1 or 2 new reviews every single week) === So you say you do a great job, your customers love you, but they just aren't writing those positive reviews that you need in order to let the rest of the world know how awesome you are, right? Here are three ways to get more reviews: 1. Ask. (Duh!) 2. Bribe. This has been very effective for a lot of my clients in the past, however it's also considered a no-no by the review sites and may get your account shut down if they find out. 3. Use an automated service like Soapboxx to do it for you that will email or text your customers after their service, ask if they were happy, and then send them directly to Google, Facebook, YP, or wherever you wish so they can write a quick word about their experience. Soapboxx is the only automated review-boosting service created specifically for the auto repair industry and the beta-testing of the software has just been completed. (See just a few of the remarks from the users below) Go to www.Soapboxx.io for more details. Check out what some of the members of the new Soapboxx platform are saying... Whatever you choose to do, ask, bribe, or automate the whole thing - put getting more 4-5 star reviews at the top of your to-do list. It's simply the best thing you can do to help attract more car count to your shop!
  3. hello! i just opened a shop and am having a hard time gaining traction. im looking for some marketing techniques that work good for new business. i have tried social media and google add words with zero results. also are any of the social media marketing company's any good? the ones that call 20 times a day claiming to manage everything and create material for your pages. seems like the only people stopping by are the previous tenants customers and he did not have the best clientele. he marketed heavily discounted repairs, free estimates, bring your own parts. everything i dont want. I would appreciate any tips to getting people into my shop my shop is a 4 bay with just me and my wife. very clean and remodeled with all the tools a shop needs except an alignment rack. thank you for your time!
  4. Take a look at this short video on marketing to the new generation. You may find it very interesting ! https://www.concentrix.com/resource/video/we-are-not-all-broke/
  5. Is it just me? or does it seem that lately there are a lot of businesses being started that insert themselves into the flow of existing transactions only to harvest your profits and lesson the margins of those doing the work and accepting responsibility (us). I am referring to technology companies: Repair Pal, Openbay, CarFix and now Blockchain to mention a few. It is frustrating to me after having built a business (brick and mortar), purchased equipment, hired employees, provide training, accepted full responsibility and risk, supported my community only to have a startup backed by money hungry venture capitalists attempt to erode our profit margin. I find the statements from co-founder Vladimir Lupenko of Blockchain in this months Ratchet & Wrench extremely arrogant: "The repair industry is huge, and people always get cheated" "We use reputable and undisputable technical data to set the market and price rate". Vladimir goes on to say "Based on our contractual agreement , the repair shop will have to provide the service at the price we have calculated". As good shop owners, protective of our future, we best rally against this technology, this Wolf in sheep's clothing. My research of these companies leads me to believe that no good will come from their involvement in our businesses. We, as independent shop owners, are operating in an industry some see as ripe for consolidation and this technology is just one of the signs. I ask that anyone reading this post refuse to participate. The involvement of these companies is not a 'quick fix' for a shop needing car count. Their intention is to drive down your prices, recruit price shopping customers only and mine your data base for their benefit. If our industry sees their existence as a threat and together, refuse to become a member of their organization, they will disappear. Without shops to refer to they lose all value to the consumer and will not be able to return a profit to their investors. To read the complete article, follow this link: https://www.ratchetandwrench.com/articles/5504-how-blockchain-technology-could-affect-your-shop To support this research here is a seperate article from this months Ratchet & Wrench magazine discussing how to price your services for long term health and growth: https://www.ratchetandwrench.com/articles/4841-how-to-price-to-gain-customer-loyalty?utm_medium=email&utm_source=utm_code
  6. If you have been thinking about Shop Management and Training and been shocked by the investment LOOK AGAIN ! I have a few openings for 2018 that will enable you to have the top quality training your looking to receive to grow your business. Management Training, Front Counter Training, Tech Training from the front to the back of your business I work together with you to grow your business making you stand out and be the go to facility in your reach of business. If you have questions contact me and we will work together to achieve goals you and your business deserve. Looking forward to speaking with you about increasing profits, training staff, and making your business the best it can be. Make 2018 a great year ! Dan Stevens Stevens Automotive Services
  7. Hey Shop Owners, It’s December and that means the year is almost over. Even though we only have about four weeks left, I hope you’re well on your way to having another fantastic year. Now… it’s time to start thinking about how to make 2018 an EVEN BETTER year. (Heck, let’s go ahead and plan on making it your best year ever! Right?) I’d like to invite you to a very special LIVE webinar where I’m going to reveal to you for the very first time, my proven 4-step process that I’ve secretly been teaching to my private auto repair shop clients for the past 21 years, that’ll practically guarantee 2018 to be a blow-out success for you. With these four steps, you’ll be able to… Magnetically attract more (and even better!) customers to your shop Easily sell your services at higher prices than your competitors Increase your take-home pay by 30%, 50%, or more Find, hire, and keep that elusive tech you’ve been searching for Put the fun back into running your shop! Interested? Great. There is zero cost to attend this live training and you won’t even have to leave the shop. All you need to do is set aside about 45 minutes of your day to join me right here online. Next week, I’ll be hosting this webinar twice. Once during the day. Once in the evening. That way, you’re sure to be able to find the time to join me. For the dates, times, and registration details, CLICK HERE. I hope you’ll join me, Ron Ipach, President Of Repair Shop Coach
  8. It is time to get serious about 2018. This could be your year to get to where you need to be. Get ahead of industry and weather changes by acting now. Market your shop in both, call to action and branding your business all at the same time, all year long. Having a program for any size shop in marketing and management, training your staff in sales, customer service etc. We can get it done for a small investment that produces big returns. You can be the number one go to shop in your market. Contact me for a no cost consultation.
  9. I released a video on my blog yesterday that seems to be causing a bit of a stir. Some shop owners are saying my idea is brilliant - others say I'm totally wrong. In a nutshell, I'm advocating giving away $100 in services for a new client referral. The last thing I want to do is give away bad information, so I'm asking for some help to set me straight if I'm way off base. You can watch the video here for my full explaination: http://www.captaincarcount.com/auto-repair-marketing/is-this-a-crazy-idea-or-what/
  10. How many of you have ever done a seminar in your shop for your customers and potential customers in your community ? Discussing maintenance, repair etc. This can be a great way to gain awareness for your business in your community and build relationships.
  11. If you have ever wanted to advertise like the big franchises and dealerships here is your chance. I will be adding to my program, professionally produced ads for use on social media sites for my clients. There will be one for all four seasons Winter, Spring, Summer and Fall as well as a couple you can run weekly or bi weekly to stay in front of your customers, and to generate new ones. You can personalize ads as well. If your going to use ad words you might as well get the biggest bang out of them. Bringing Shop Marketing and Management to shop owners that want to hit that million dollar mark and beyond and providing it with a reasonable investment that has huge returns. Shop Training, Management and Marketing all in one. All shops are different so we can talk about your needs and what will get your shop to that next level. We can build a program to fit. If interested in the program send a private message here, or go to my web site and do so. I think you will be amazed at what we offer. Consultation is no cost. Making your business the best in your market and beyond.
  12. As an old school tech I always went for the WHY it failed. If you replaced it and didn't see the reason that it failed, you didn't fix anything ! Be it your tech or you the business owner it is still the same. If you don't see the WHY it will never get fixed. I see everybody talk about what he or she is doing and not focusing on what they should be doing. Some say it's free... Have you ever went to a Casino and heard the word free? NO they say "we will comp you". What they are really saying is , I am going to give you this to get a whole lot of what's in your pocket! They didn't build those huge buildings on winners. When you walk in and the carpet on the floor would make you nauseous if you stared at it, that is for a reason. So you look at eye level at all the pretty lights and machines. Marketing is a Science ! Being a Business Owner is a Science ! Dealing with Customers is a Science! DISCOUNTING A 19.95 oil ad is a discount. Free is a down right give a way. I never run an ad like that, WHY ? Because I can market customers in by other ways and yes it evolves oil but at the same time not making your shop a discount shop. I am telling you that in the upcoming year the manufactures are getting very aggressive in retaining there customers for there service departments. There is no reason you can get aggressive with your service business as well. You can have that one ,two year old vehicle in your shop as well by doing the right thing. You have a tighter area of marketing than they do. If you focus on your area and do the right kind of marketing and managing your business, you will also thrive. You can do the same effective marketing with your budget to gain new and keep the customers you have coming back to your business time and time again. Yes you can have the videos, the campaigns etc just like a huge service department but you scale it to what you can handle. Here is a good quote I heard that makes good sense Everyone on Earth is walking around life wearing an invisible sign that says, "Make me feel important." And your job is to understand the size of the font of this invisible sign and how brightly it's lit. So it's our job to read that sign and to deliver the experience that that person needs. GIVE THEM YOUR STORY and GIVE THEM THE WHY THEY SHOULD BE YOUR CUSTOMER !!
  13. Prioritize and Execute = Success To be successful in any business you must first have a Business Plan. Nice clean shop? How many bays do you have? How many tech do you have counting lube tech? Having trouble finding good techs, we have a solution that may help. Have all the equipment to diagnosis and do the jobs correctly? Are you buying parts, oil, etc like a wholesale shop … seen and heard a lot of issues in this area! Example: full synthetic oil Dexos1 8.45 gal, other are less, 1.30 for a good filter. So you only have 9.75 in parts for your price leader. Now it's time, to make that customer a client for life. Are you marketing they way your shop should be and not like other? Do you have to much or not enough? Are your services advisers doing all they can do by working short and smart not long and hard. Getting that 2.0-2.5 labor, now or building for the next visit? Is your shop providing customer service like no one else in your area? Following up after the visit ? The shops that are making 1 to 2 million a year in sales, you bet they are looking all the little things all the time. If you need help getting to that 1 million mark and beyond, I am here to help. Remember keep doing the things your doing right and correct the things your doing, not so right! Dan Stevens Stevens Automotive Services Shop Management and Marketing
  14. Make 2018 the year you excel your business far beyond what you thought was possible. More Time, More Profits, Less Stress Customer Service. New Customers.Taking care of repeat customers and marketing to both. Shop Management, Refining to make more and keep more profits. Service and sales training at your shop. Profit more from Parts and Labor. Making you a stand out and profitable business is all we do. Your success is our success. You could say we have skin in the game. Contact me and get the 2017 4th Quarter as well as all of 2018 in one extremely low investment. How low? It cost you absolutely nothing by getting huge returns, happy customers and profits period. Free Consultation. Lets' see where your shop is at and where you want to take it and together, WE WILL GET THERE.
  15. Matthew Lee “The Car Count Fixer” here I wanted to share these comments with you about what shop owners are saying. It’s a short video, but stick around for a real simple strategy that is virtually guaranteed to make customers happy! You can see it here. And don’t forget, I’m hosting a training webinar. Got an hour to discover how to eliminate the stress and frustration of trying to keep your shop busy?? You'll discover... The Only Way to Effectively Market Your Repair Shop The 22 Word "Magic Phrase" that virtually guarantees car count before the end of the week! The Ugly Truth About Your Customers and Why They Don't Respond to Your Marketing, No Matter How Much You Spend or How Often You Market to Them. Give me an hour of your time – I promise – and you’ll be surprised! Click here and I'll see you on the webinar! (But hurry, because it’s filling fast and I limit registration! Oops! Almost forgot - if you didn't see this - you can get the "Early Bird" list for my new book! Read about it here! Talk soon! Matthew Lee “The Car Count Fixer” Author – Auto Service Marketing Specialist Get "The Official Guide to Auto Service Marketing" Fix Your Car Count in 17 Minutes... Guaranteed!
  16. Donating your time today in my area would have gotten you on the local news and radio for free. Kroger supermarkets on every side of town, four locations, here in Indianapolis, In, had a drop off zone for hurricane donations. Diapers, bottled water, clean wipes and snacks. Local news and radio station were there, where I dropped off items and seen on the news they were at all locations. I asked the lady when we were unloading if a business could hand out gifts cards etc, to the people donating she said sure. We will give them some TV and radio time for there business for volunteering and helping out. Get involved with your community. This campaign runs from 8AM - 8PM 12 hours for I think three days ending Saturday. They win , you win and you did a great thing. Can't get any better than that my friends. You have the opportunity I am sure in your area to do the same thing. Get on TV, Radio and put a promo card in the hand of a estimated 300 - 400 potential customers for free !!
  17. I have been reading and discussing, everybody is wrapped up in car count and getting new customers. If you are looking for new customers, established or start up shop and you think it cost a ton of money, think again!Bring in the customers, good customers you need and have, and the opportunity to make that customer a life long customer. 2017 is heading into the 4th quarter and 2018 is right around the corner. Let your marketing make you money not cost you money. Offering Professional Shop Management and Marketing so you can get to the next level with less stress and more profit.Programs to fit every shop because every shop is different and what work load you can handle efficiently will be the question. Stevens Automotive Services Professional Shop Management and [email protected]
  18. (Warning and apologies for the long post) As you can see by my profile, I’m pretty new to AutoShopOwner.com but after browsing around quite a bit and communicating with @Alex and a couple of other leaders around here, I figured it would be worth the investment to become and Advertiser Member for the purpose of introducing our service and getting some feedback. It is not my intent to bombard with promotion but rather provide information about a capability that few realize is even possible. I’d like to start this introduction with a couple of statements. It is becoming increasingly difficult and frustrating to reach customers by phone since they often don’t answer the phone and often don’t check their voicemail. Most people text more than they talk these days. If you agree, I’d like to take this opportunity to introduce you to TextBox! TextBox was conceptualized back in 2012 from this video (See YourCarIsReady Video) Following are some of the capabilities we offer along with comparisons to other text messaging options we have encountered. Text Enable Your Existing Shop Telephone Number TextBox- Text-enables your existing shop telephone number. Your telephone number is part of your brand and part of your value. TextBox leverages the value of that number by opening up the text communications channel. People are probably already texting your number… they’re just not getting anywhere. Adding ‘Call or Text’ to your shop signage, website, Facebook page and any other marketing materials that include your telephone number will enhance those marketing efforts and provide more leads. Frequently, when you call somebody they text you back. Likewise, when you text somebody, they may call you back. Since TextBox uses your existing phone number. Both of those work! Others- Some use a shared 5 or 6 digit short codes. Some require you to introduce a completely new number that might not even be a local number. Some use email-to-text which requires you to find out what carrier the customer uses. If somebody calls the number you text them from, usually, the call goes nowhere. Not a very good customer experience. If you call a customer from your shop telephone number and they respond via text, the text goes nowhere. True Two-Way Texting TextBox- TextBox offers true two-way texting from the comfort of a full size keyboard and computer screen and keyboard anywhere you happen to be. You can name and tag contacts and review unlimited conversation history. Others- Many are one-way only. If a customer replies or initiates a text, the text fails and you never see it. Many don’t have an interface where you can review previous text messages in a conversational thread. With email-to-text, each message is a separate email message. It’s almost impossible to keep up with. Most Shop Management systems that have a text module are one-way only. Multiple Interfaces TextBox- The most used TextBox interface is through a small app that is installed on Windows computers and/or laptops. It automatically starts when the computer starts and pops up to alert you when new texts arrive. We also provide tablet and mobile apps that allow you to see and respond to TextBox messages wherever you happen to be. Others- Most require you to remember to open and log in to a web browser and remember to check the page to see if any texts have come in. Very few also have tablet or mobile interfaces. Cost TextBox- Most shops don’t need anything more than our $49/month small business plan. Larger shops with multiple service advisors with direct numbers can text-enable each additional number for only $29/month. There are no contracts or term commitments. We even offer a free trial and don’t even ask for billing information. Others- We have been surprised at some of the services that appear to do less but cost much more. Frequently Answered Questions: Will it mess up my phone service? NO. The voice and text networks are completely separate. Can multiple people use it? YES. And everything is automatically synchronized. How long does it take to get set up? Usually fully operational within a few hours. Are there any contracts or term commitments? NO. Service is month-to-month. For those who have taken the time to read all the way down this far, we’re making a special introductory offer hoping you will provide feedback here on the forum about your experience with the ease of getting started, the power and efficiency of TextBox and our outstanding customer service. The first 10 members here who PM me here or contact us directly and mention AutoShopOwner.com will receive: A completely no obligation trial from now to the end of March 2017. An automatic free month every year if they sign up for service after the trial. Of course, I’d be happy to answer any questions in this thread, via private message in this form, buy phone or… by text. John Fabrega Founder Line1 Communications & TextBox 850.205.1111 (Call or Text)
  19. Get a handle on the upcoming Fall and Winter months with NO WASTE MARKETING and keep it going into all of 2018 to get your shop to the next level. Load the bays and make good profit margins. No waste marketing is just that, your marketing program ends up with the customer in the bay not in the trash this way it ends up making you money not costing you money. If your not where you need to be and that's PROFITABLE, I would be glad to talk with you about the program.
  20. This is not new topic for me, but I need to revisit it again. And I will keep revisiting this topic for the sake of our industry. For independent repair shops to "thrive" today, you must take a proactive approach with regard to business. If you only want to "survive" you can stop reading now. Waiting for the phone to ring, or for cars to breakdown, or for a customer to drive into your shop asking for a repair or service is business suicide. The days of broken cars lining up in front of your bays are over. Sure, cars still breakdown, but you cannot thrive with a wait-and-see strategy. Make sure you perform multipoint inspections on all cars in for any type of service. Yes, any type of service or repair. Look up vehicle history on all vehicles. Let the customer know of needed services, missed services and services due. And lastly, book the next appointment. Yes, I know....Joe's been preaching this over and over and it does not work in your shop. Fine, then let me focus on those shops that do book the next appointment. Because those are the shops that are adopting a proactive approach...and I will see those shops in the future.
  21. If you are currently texting your clients and are using one of those potentially expensive services that charge a pretty decent monthly fee, and then in some cases, up to an additional dollar per text to send automated and group texts to your clients, you'll probably want to check out a service that I've been recommending to my clients for several years - and it's totally FREE for your first 250 texts, then only .05 cents for each text after that. https://www.eztexting.com/ Sure, it doesn't have a direct link to your client list, requiring you to export/import your mobile numbers into their system (a 10-minute process) - but once your client's mobile numbers are uploaded into EZtexting you can pre-schedule your individual and group texts to go out whenever you wish. Happy texting!
  22. Join me on this Training Webinar Have you noticed that the auto service market has changed over the last few years? More competition? Car Dealers 'eating your lunch'? Frustrated because customers don't respond to your marketing - no matter how much you spend or how often you market to them? If you answered "yes" to any of those questions, join me on this Limited Access webinar. You'll discover.... How to eliminate the stress and frustration from trying to keep your shop busy! The Ugly Truth About Your Customers and Why They Don't Respond to Your Marketing, No Matter How Much You Spend or How Often You Market to Them. Discover the 22 Word "Magic Phrase" that virtually guarantees car count - immediately! The Only Way to Effectively Market Your Repair Shop in Today's New Economy Attendance is limited so get your spot now while you can. Visit FixYourCarCount.com while it's still available! Hope this helps! Matthew Lee "The Car Count Fixer" Author - Auto Service Marketing Specialist! Get my book FREE! "The Official Guide to Auto Service Marketing" - 44 No Cost or Low Cost Marketing Strategies for Your Repair Shop
  23. Car Count Daily | Episode 11 Click Here To Subscribe For DAILY Car Count Daily Tips Straight To Your Inbox Car Count Daily | Episode 11 Click Here To Subscribe For DAILY Car Count Daily Tips Straight To Your Inbox
  24. Hello Everyone, New member here. I wanted to pose a question to the forum here. Which types of leads are most likely to turn into sales for you? Put another way, what is your best source for generating new business? I don't want to know how you advertise, I want to know know for example if phone calls are more valuable than web leads, or which types of leads have the highest closing ratio for you? For most people here and in most industries, its unanimous that word-of-mouth and in person interactions are your most likely sales but besides those what is the most reliable? Web leads, phone calls? And when you do advertise do you push people to the form of contact that your most likely to close? The reason I ask is because I see people just advertise their website with no phone number sometimes or some people really push people to call. Do you find that people who call your shop are more likely to come in than people who might come from a web lead such as an online form? Thanks in advance for any input.
  25. Thanks for stopping by. There’s a lot of recent discussion about oil changes; who’s doing Your Customer’s Oil Change; And other topics related to getting more “car count”. My question is, “What are you doing for your shop to increase car count? Is it working? If not, what’s your struggle? Thought it would be a good place to “compare notes” and see what’s working for those that want to share. Looking forward to your comments, likes, dislikes and anything you want to share. Matthew Lee “The Car Count Fixer” Get "The Official Guide to Auto Service Marketing" Fix Your Car Count in 17 Minutes... Guaranteed! The Shop Owner's Unfair Advantage FREE Access


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