Free Auto Repair Management Tips Blog

In this clip from our Clear Counter Communications Series, Brian shares some sales icebreakers. What is the best part? Your auto repair shop Service Writer can use them to increase sales today! Service Advisors can make more sales when they employ these conversational icebreakers.

Sales Icebreakers Your Staff Need To Know!

Brian opens up the clip by sharing a sample Vehicle Forecast form from our documents library. This valuable phone script contains some great sales icebreakers that will start the conversation. Getting to know the customer and their vehicle is not as daunting as it may seem at first. See the ice breaker examples below and put them into practice.

Sample List of Sales Icebreakers

1. How long have you owned your car or truck?
2. Did you purchase your vehicle brand new or used?
3. How long do you plan on keeping the vehicle?
4. Do you have a particular mileage goal?
5. Is regular vehicle maintenance important to you?
6. Conversely, do you only get repairs done when absolutely necessary?
7. Any additional thoughts you’d like to share?

These sales icebreakers make great conduits to earning the customer’s trust. For instance, they may answer Question #3, “until the wheels fall off”, “200,000 miles”, or “six more months until the lease is up”. This is a big help in letting the Service Advisor know how to care for that customer’s vehicle needs. Put these answers in your notes, and then update them anytime the client comes in for service. Then watch their trust grow as they become regular, valued customers.

The New Year is here, everybody. Let’s continue our discussion from last month and push a little bit further. Last month, we discussed “Looking Back to Look Forward” to see what had worked, as well as what we needed to change. This month, let’s discuss greater goals and what we can do in order to set ourselves up for a home run in business!

While many focus on more immediate New Year’s resolutions, like “get this weight off,” haha, now is also a great time to consider long-term “dream” goals we have as business owners. This is the time to start fresh and think about the future….the future we have always dreamed about.

What Is Our Ultimate Goal?

For many of us, the ultimate goal in our business is to sell! We eventually want to reach a point where we spend all of our time doing what we love, with who we love, as our business runs smoothly on its own. If our goal is to sell or phase ourselves out of daily operations, then how do we do that? What systems do we need in place for that to happen? What do we need to have documented for our business to be marketable to a buyer? Start thinking about the groundwork and what you need to do to make that ultimate dream a reality.

What Can You Do To Balance Work Time and Fun Time in the New Year?

We can’t overstate just how important it is to nurture our work/life balance. I know you might be asking yourself, “What work/life balance?” That is precisely the problem! Evaluate your life, as well as how you want to spend it. Are you doing what you love with who you love, or are you struggling to get through each week? Restructure some things, then find out how to spend more time with your friends and family. The bottom line is this: the happier and more fulfilled you are, the better you will perform in business, period.

How Can Coaching Help You Reach These Goals in the New Year?

At You Net Results, we believe in the small measurable goals approach. We take your giant problems, and we help you shrink them to passable road bumps. Everything is possible when you have the right team, processes, and emotional support behind you. You Net Results plugs you into an ever growing network of industry leading business owners who thrive on helping each other reach their next revenue milestones. We understand that we live in abundance and that there is more than enough out there for everyone. Take the leap and join us in this journey!

“No Yoda, no Jedi knight.” This quote emerged when Shop Owner Magazine interviewed our very own guide Brian Gillis. The management focused article Is A Business Coach Right For You? asks us all a very important question. Is retaining a dedicated coaching program the right choice for every auto repair shop owner in every situation?

Coaching vs. Training, And What To Look For

Training is event based. It can take place in one or multiple courses. Either virtual or in-person events count as training. However, coaching is about a relationship that grows over time. When you are vetting a potential guide for your automotive service center business, take a step back and consider the offer. Here are some tips to consider:

• Never agree to a long term contract. Depending on the terms, they can be really hard to escape.
• If the promises seem too good to be true, then they most likely are!
• Personality wise, does this seem to be a good fit? Consider that you will have to communicate with this person on a regular basis in order to see value!
• Are they pushing you to make a decision? If they’re pushy now, how do you think they’ll be if you choose to work with them?
• Does the company offer a satisfaction guarantee?

Remember, a good coach wants your shop to succeed. Whether or not you choose them, their passion for your success in the automotive industry comes first.

Is Hiring a Business Coach Right for You?

Take it from Brian: Do not leave your shop money on the table. There are no silver bullets. You have to be transparent with the coach you choose. Also, you have to put in the work for them to help you. Now is the time for you to invest in yourself and your auto shop business. You need to hire your own dedicated auto repair business coach! Read the whole article here.

Brian Gillis recently joined host Hunt Demarest and his fellow guest Tim Shaffer of Level 6 Consulting to discuss the state of the automotive industry and what their shops are doing to adapt in these strange times.

Hunt jumped right into the main topic, as he addresses challenges auto service businesses face today. As we close out 2021, issues such as parts shortages, technician shortages, and scheduling difficulties dominate shop owners’ minds.

Although many issues are present, Hunt pointed out that most of the shops his accounting business deals with are doing great numbers. Brian and Tim agreed the same was true for their clients, despite the precarious state of the late-pandemic world.

Automotive Industry Scheduling Issues

First, Hunt addressed the scheduling quandary that many repair shops were facing. While  scheduling two to three weeks ahead may sound like a good thing, it can be hard to keep up with. He pitched to Brian for advice.

Brian pointed out how in this situation, it is inevitable that you may have to turn away some customers. Missing out on quick turnaround jobs such as maintenance inspections leaves easy money on the table. How could we address that problem?

The first area we should address in that situation is staffing. Do we have enough people? We need to take a look at our operations and make sure we even have the space to add on more techs to handle the extra work.

Hunt asked Tim if prioritizing specific customers or jobs ever comes up when work is very busy. Tim confirmed that it was true. His shop must find a way to cater to its highest profit jobs and most loyal customers. Being honest with everyone else about delays and making concessions where they can is key. Hunt pointed out that consumers are getting used to delays in all industries, including auto repair, due to supply chain issues. Thus, communicating about delays should be easier.

Is Our Automotive Industry Shop Properly Staffed?

Hunt pitched to the issue of staff shortfalls and shortcomings to Tim. Is this busy time still a good one to examine letting go a problem technician? In his experience, adjusting workflow to one tech to one bay has increased profits, despite putting more work on each worker.

In Brian’s experience with our members, hiring comes down to two R’s: Retention and Recruiting. We must have systems in place to both hire young, inexperienced workers and pair them up with older technicians who can help them reach the goals owners set for them. Brian pointed out that many unskilled positions may currently pay more per hour than a starting technician. However, we can provide strong incentives for long term growth, which we can use to sell them on these positions. It is hard to argue with hard numbers that mechanics can reach at regular intervals.

Brian mentioned that we must always keep recruiting. Since good techs are the hardest staff to come by, we have to keep our focus on how to reach out to the staff we need. A skilled A-Tech is likely not looking for work, but your service advisor likely knows who the best technicians working in the area are. If you play your cards right, you may be able to lure them in to work for you. Get creative. Be aggressive. Don’t be afraid to go into another shop for a small job and size up their workers.

Training Apprentice Technicians

A listener asked the automotive industry roundtable to discuss the challenge of hiring apprentice technicians when existing staff seems too maxed out help to train them. Tim responded that it takes a team effort from everyone in the shop. Incentives for A Techs who put in extra hours to train apprentices are also a must.

Brian pointed out that the process is a tradeoff. A Techs may lose some work time when they are training apprentices, but the young workers can perform less skill intensive tasks to balance that out. Paying the tech who is doing the training a bonus for the extra effort helps on the other side. Brian also mentioned that many shops are just one technician loss away from going out of business. Therefore, we need to be sensitive to what our techs need, salary and incentive wise. One on one mentoring sessions and continued training are key to keep that connection going. Keep an eye on what other shops in your area are doing, and adjust your incentives in order to keep your best technicians.

Automotive Industry Labor Rate Increases

A live viewer asked if this a good time to increase labor rates. Hunt emphatically says yes! Selling on parts and labor is an antiquated method, and package deals are more common instead. The host made the point that inflation and the increased costs of many other goods and services justify an increase in our hourly rates. Brian made the point that we can’t eat the rising costs of parts. We need to instead incrementally increase what we charge for labor monthly to cover that, as well as to reward our teams fairly. Ask yourself what a car dealership can do that you can’t. Why are you charging lower rates than them, then?

Looking Ahead to the Future in the Automotive Industry

Tim believes that everything in the business comes back to relationships. We want to be the the auto shop multiple generations of families return to. This can’t be done unless we communicate to our customers that we truly care.

Brian again emphasized the importance of staff retention for navigating the future. Regular team meetings, meals together, and retreats can build relationships amongst our staff. They will then be less likely to go elsewhere. Also, loaner cars are a must offer, especially when we have a backlog of jobs. We may be overflowing with work, but we must not become complacent. Consistent phone scripts, key to key friendliness, and great service will pay off when we have to hunt for jobs. Word gets around, whether it’s a good or bad review.

Finally, Hunt asked for one last tip for owners trying to navigate the automotive industry in 2022. Tim said that while business is up, we need to build our cash reserves to prepare for an inevitable downturn. Brian emphasized that we must a positive company culture. Retention is so important, and fostering an environment your staff never wants to leave will pay dividends in so many areas. Keep recruiting the right people, and assure them every day that they chose wisely by joining your team.

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