| Building Trust In Service |
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Building Trust in Service
Our customers are being showered with information
on how to keep from being ripped off by local service
shops. It is a must to build trust by showing the
customer the condition of their cars before repair and
retaining old parts for their inspection. Invite drop off
customers to the dealership to go over their needs at
the car. Most will decline this yet it works well to
develop the trust that is needed for customer
retention. We must involve the customer as much as
possible in every transaction so your shop will always
be held in high regard as the trusted shop in your
market. Pop the hood with them and win respect.
Find out more....
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Greetings!
This month we look at building trust with our
customers in service and ways to develop Technician
staffing as well as building the body shop. I hope
your Fixed Operations are in position to lead your
market and hold higher fixed coverage.
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| Growing Technician Staff |
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Fully trained Technicians are hard to find now and
this will continue to be true in the future. It is wise
to develop a program for your dealership to hire lower
skilled Technicians and develop them with training.
When this is done it will reduce your average
Technician wage and improve gross profit as a
percentage of labor sales. Future staffing needs
must be considered well in advance for your shop to
never be caught short Technicians. If your scheduled
appointments are out more then 24 hours including
internals you are in need of additional Technicians to
provide proper customer service.
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Read on... |
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| Building The Body Shop |
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It should be a practice of body shop managers to call
on local agent’s staffs to develop relationships. If this
time is scheduled on a weekly basis for a few hours
the results will show over time. A tissue box with
dealership a label for their desk is a constant
reminder for them to send you customers. Another
thing to consider is coupons for 5 days of free rental.
This will place your body shop apart from the
competition and have agent’s staff members
supplying them to there customers. Don’t forget
many customers today have large deductibles and
would love to spread them out over five months. Just
take credit card information and bill them monthly to
gain a larger market share. Paint less dent repair is a
wonderful way to improve effective labor rates in the
body shop. Why send dealership funds to a vendor
when it could be done in house? Many service
customers would love to get dents repaired for a flat
fee that could sent rates towards $80.00 per hour on
these repairs.
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Read on... |
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