The Top 45 Tips for Success
To recognize ASA’s 45th Anniversary, here is a list of tips to help automotive service facilities continue to grow and prosper. Some tips come from business management experts; others are things passed on from successful shop owners in ASA and from our own experiences as customers.
Image
Cleanliness is a must. This means inside the business (including the restrooms) and
outside. The average person forms 11 impressions within seven seconds.
Face-to-face communication should be handled by well-groomed people with good communication and speaking skills.
Telephone communication should make customers feel that they are important and in good hands. Everyone, whether in person or on the telephone, has the make me feel important (MMFI) syndrome.
Fresh coffee, sodas or water, and recent newspapers and magazines in a waiting room make customers comfortable.
Business and employee credentials should be posted in areas the customer just can’t miss seeing.
Business hours and location need to be convenient for customers.
Signage needs to be readable and visible, otherwise customers may get frustrated and stop at the next available shop.
A mission statement tells customers that you have a team focused on a common goal.
Customer greetings are part of the image and should be friendly and professional.
Employees
Hire only the best employees. People who truly care about their work have a very
important role in your success.
Good employee benefit packages are essential to retaining employees.
Ongoing education has to be available to employees. Without it, they will not thrive.
A clean break area fosters a good feeling among employees.
A safe, environmentally friendly and well-equipped work environment shows employees that you care about them, and protects them and the environment.
You, The Leader
Lead by example. Attitudes and expectations start at the top.
Feedback from customers and employees can identify strengths and weaknesses of the business. Seek it often and be ready to respond to it.
Praise can go a long way toward employee morale. Don’t be afraid to use it when it’s deserved.
Acknowledge and accept that stress will creep into your day, and find ways to deal with it. Exercise, read a good book, or develop your own techniques to reduce stress. When all else fails, write a letter to the AutoInc. editor to get things off your chest.
An Accredited Automotive Manager (AAM) designation after your name shows off your management skills to employees and customers, and helps you manage the business side of things.
New products and technology are displayed at many trade shows. Attend them regularly to stay up-to-date.
Nothing takes the place of ongoing education, both technical and management. It’s as important for business owners to have this education as it is for employees.
Knowing your true cost of doing business is very important to your success. Many programs are available to help you understand the financial side of your business.
Regulatory compliance is not only essential, it also sends a good message to your employees and customers.
A legislative awareness of state and federal laws and issues benefits you, your business and the industry.
Professional relationships with parts suppliers, area businesses and other shops help your business in many ways.
Solid relationships with high schools, vo-tech schools, colleges or any educational institutions can provide a source of future employees and help students get a better understanding of automotive service careers.
Delegate when possible to leave you time to manage the shop and employees.
A daily list of things to do will keep you focused and efficient.
Business Affiliations
Being an ASA member is one of the best tools for success, not to mention the credibility
you gain by being affiliated with a professional automotive trade association. And, don’t
forget to post the ASA Code of Ethics and use the benefit programs available with
membership.
Community support shows you care about local happenings and spreads the word about your business to potential customers.
Better Business Bureau or Chamber of Commerce affiliations lend added credibility to your business.
Relationships with the local media can be beneficial to you and the industry.
Services
Alternative forms of transportation, rental cars or pickup and delivery services can be
very attractive for customers in a bind.
Quality repairs at a fair price should be a given and a motto.
Upfront, honest and professional service keeps customers coming back.
Computerized estimates and work orders convey your professionalism to customers, and they’re efficient, neat and easy to read.
Written warranties build customer confidence and should be posted in a prominent place.
Updates on the status of the repair encourage good communication and provide valuable information to customers.
Commitments for completing the repair should be realistic; don’t over promise just to help satisfy the customer.
"The customer is always right" approach to service and communication will lead to success.
The Finishing Touches
Quality checks for cleanliness should be done before returning the vehicle to the
customer to catch any fingerprints left over from the repair. Don’t let a set of prints ruin
the repair.
"Stay tuned" as a rule, which means discourage employees from changing the radio stations from the owner’s favorite to their favorite.
Seat angles and locations should be readjusted as best possible before the owner steps into the vehicle.
The little things count. A repair will seem complete to a customer if you go the extra mile. Some shops use giveaways to accomplish this; others use personal thank you notes.
Follow-up calls give you the opportunity to check in with the customer. Satisfied
customers are invaluable; dissatisfied ones that don’t tell you (because you didn’t ask) are
your worst nightmare.
Directions || Stat Corner || News Briefs || Taking The Hill
More Info About AutoInc. || Tech To Tech || News Briefs Extra
A Look at Collision Repair In The North-Central Region || Tech Tips
Chairman's Message || Issues Along The Way || The Top 45 Tips For Success
Guest Editorial || The Changing Parts Market -- And How It Affects Shop Owners
Collision Estimating Times: Are They Shrinking? || Have You Heard About OBD III?
AutoInc. Magazine ®, Vol. XLIV No. 5, May 1996