Robert Berry
Forum Replies Created
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Selling is simple, but the process is not easy. Yes, some customers do make poor decisions, though they have been inaccurately informed to believe that a miracle has occurred and car service is a thing of the past. When the car manufactures warranty has evaporated and reality sets, this is our time to step in. Using the analogy “It’s the customer’s money, it’s the customer’s safety, and he can do whatever he wants”, is correct, it is the easy way out. The first step in “Selling” is to listen and understand what the customer wants/needs from that car. We do our process of inspecting the car, then we can educate, listen, ask questions, listen some more, educate some more and repeat until they see the value until we can guide them to reach their goal. When we are looking in the best interest of our customer FIRST, we become their trusted ally and therein lies the value. Selling takes time, and for your customers sake, to see the true value.
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I see it as “snake oil”, to lure them to the dealer or whoever. A “real” customer values your service with parts included. This is geared toward bottom feeders
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We have been working the Tech findings to Repair Order problem for years. Tech’s are creative creatures and work in mysterious ways. One uses Email to communicate findings and estimate parts and labor with the office, one uses shop estimates sheets and the other will use Identifix or Mitchell Quote System. We have used Voxer to communicate while on the road, etc. All work fine and reporting the findings to the customer within 10-30 minutes depending on the situation. I have looked at the Electronic Inspection Systems and they look impressive. Electronic Inspection is icing on the cake for selling the job. I use my smart phone all the time to sell service & repair.
The real problem for the Office Staff has been creating a estimate in a timely manner. Parts and Canned Jobs go fairly quick but documentation (tests, repairs and notes) is the real time sucker. So I’m interested as well how we can improve estimating quicker. Tried and true is working, but I would love to see improvements.
Bruce Berry
International Auto Works
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We built a new shop a few years ago and used ideas that I collected from other shops. We found that a 66×90 building fit best on the property and went with a drive-thru for the vehicles to maximize security. The office and customer lounge view the work area. The shop was sprayed with foam insulation (highly recommend), radiant heat, air supply with dryer and oil & coolant tanks outside structure (very quiet for us and our neighbors)and plumbed inside shop. There are 3 lifts with 3 flat stalls on one side and 1 lift, 1 flat stall and 1 alignment lift on the other side. It works well with the only down side being the 90 degree turn into the stalls. The Tech’s rarely make the turn in one attempt and full-size trucks takes all of us watching the corners. We are going to angle the lifts to improve placement of the vehicle into the work areas. Also, we are considering placing more lifts during the improvement. Future plans call for a quiet diagnostic add-on to the rear side of the shop, a small sound deadened add-on for machine shop/fabrication and an inner structure for parts and shop tool storage.
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Business is down and is typical for this time of the year. We are stepping up our presence in the community to draw in customers. The staff is also reviewing policies to provide exceptional customer satisfaction from S/A, Parts & Tech’s. Everyone is clean & neat, we smile and greet everyone in the shop and around town. Everyone has taken a good look at themselves on how to improve. My S/A is seeing a speech coach to improve tone of voice. I have incredible people on hand taking care of wonderful customers.
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We have the same amount of shops. I find they are cutting prices & quality just to have cars in the shop.
