What is the one thing that every successful auto repair shop has in common? All of them provide their customers with a detailed Preventive Maintenance Inspection form, or PMI. How important is this form? YNR Guide Brian Gillis discussed the ins and outs of the PMI with Service Advisors on a recent Advisor Results Academy meeting. Watch and learn how this vehicle “bill of health” makes a difference in cultivating repeat business. This form effectively helps customers budget and create a game plan for needed future repairs and services. See how it builds trust yet?

PMI – The Name of the Game

Preventive maintenance is the name of the game when it comes to making a vehicle last longer. Do your customers want proof of how thoroughly you have inspected their vehicle? Then you need to provide them with a detailed Preventive Maintenance Inspection form. In short, a PMI.

This gives them the peace of mind that your Technicians have gotten to closely know their vehicle, both inside and out. Your Mechanics and Service Writers will recommend the services that they would perform on it if it were their own. Your front of house staff can then confidently present and review this PMI form to customers. This gives them the chance to either sell customers additional repairs on the spot, or plan out a timeline for those services to be done in the future.

Ready For The Next Step? Book Your FREE Strategy Session!

Your independent auto repair shop lacks direction. Maybe your business plan has stalled out. You definitely are not meeting your goals for growth. You need an experienced automotive repair industry coach to help you! Then why not schedule a FREE business strategy session with You Net Results guide Brian Gillis? You’ve got nothing to lose, so sign up today!

Want to Sell More Repair Jobs? Learn From Tom Brady and Metallica (Really)

During the off season, as well as between games, NFL football superstar Tom Brady still trains and reviews game film. He is not required to, but he knows he has to in order to be the best. This is why Brady is a household name.

Brian opened up this segment asking if any of the Action Flow Charts (all 50 of which are available for YNR members) in particular interested the group. Fred Wilson wanted to specifically focus on the Comeback Customer Tracking Form.

Comeback Customer Tracking Form and Technician Reviews

Once Brian brought the form up on screen, he read through each field with the group. The form covers any detail imaginable for a repair shop to track customers and their vehicle repair. Everything from the customer’s information and their concerns to the parts ordered appear on this Action Flow Chart.

Fred especially appreciated how thorough the Comeback Customer Tracking form was. He mentioned that he had all of these details listed in separate forms for his staff, but not all in one place. This form will replace several others in his library. Fred’s employees struggle with corrective actions in their systems, so it is up to him to proactively move that ball forward.

Jerry had a similar form in place for his shop’s SOP collection. However, he found the Corrective Action section to be a useful addition.

Jim asked the group whether the original technician should review this form after repairs, or if the senior tech should. The class agreed that the senior technician should handle that responsibility. It’s always a good idea to have a second set of eyes to review work, in case the original technician missed something. Keith mentioned that reviewing returns like this helped his team identify a problem part that AutoZone had been supplying them. Another owner added that both the original V tech and the A tech should review the comeback together.

Staff Reviews Of Comeback Tracking Form Information

Fred asked the group if anyone had a system in place for their whole staff to review jobs with this form in meetings. He mentioned that he had success gathering Front of House and Back of House employees pinpointing issues that technicians had missed. Brian mentioned from experience that it eased customers’ minds to tell them their comeback issue would be addressed in the next staff meeting. Want to keep save any chance of that customer staying loyal? Honestly explain the whole team will ensure their issue won’t happen again.

Ready For The Next Step? Book Your FREE Strategy Session!

Your auto repair shop lacks direction. Maybe your business plan has stalled out, and you aren’t meeting your goals. You need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with You Net Results guide Brian Gillis? You’ve got nothing to lose, so sign up today!

Economic scares affect every industry, even relatively recession proof businesses like auto repair. The main goal of every auto repair shop is to maintain or increase car count. How can you do that though when times are tough? Customers in dire financial straits tend to put off auto repair maintenance in lieu of other expenses. In this article, I share my top tips to increase car count, even when the times are tough.

Want To Increase Car Count? Let’s Examine the Challenges Involved

Before diving into the tips, we must understand the challenges that auto repair shop owners may face in a down economy. When people feel the pinch, they often cut back on nonessential expenses. This may include both car repairs and scheduled maintenance. Additionally, competition can be fierce in the auto repair industry. Standing out and attracting customers can be difficult.

Tips To Increase Car Count

Here are some places where you can start to increase car count in a struggling economy:

Price vs. Value

In a tough economy, most people are more price sensitive than ever before. That is why offering a value first approach to your sales efforts is key. Your marketing and sales team wants to help customers understand your service’s value.

People try to save more money in a struggling economy. Is it really saving money when you put off your vehicle maintenance for another day, though? Sell the future value of what your maintenance brings. In reality, you can help people avoid costly future repairs when times might be even worse.

Consider offering specials or promotions to entice new customers. Just make sure that you still make a profit. Dive deep into your copywriting. If you need help, then try AI for inspiration!

Focus on Customer Service To Increase Car Count

Providing exceptional customer service is the most effective way to attract and retain customers. Make sure that your team is friendly, knowledgeable, and helpful. Train your staff to go above and beyond in addressing customer concerns, while ensuring your shop is clean and inviting.

Leverage Social Media

Social media is one of the most effective tools for reaching new customers, as well as keeping your existing customers engaged. Having a Facebook page for your business is a no brainer. It is so important to regularly post updates, promotions, and helpful tips. Encourage your customers to follow you on social media and to leave reviews on your page.

Utilize Google My Business and start a review campaign. Contact previous customers and then ask them to share their experiences with your shop. The more reviews you have, the higher you will rank in Google’s SERPs.

Offer Financing Options

Many people hesitate to repair their cars because of the cost. When you offer financing options, it can help alleviate this concern, making it easier for customers to get their repairs. Consider partnering with a financing company in order to offer your customers payment plans or other financing options. It’s all about lowering the barriers to entry, thus helping more people trickle into your shop.

Expand Your Auto Repair Services

Offering a more comprehensive range of services can both attract new customers and increase revenue. Consider expanding your services to include additional repairs, maintenance, or other offerings, such as car washes or detailing services.

Focus on Efficiency

Efficiency is so critical in the auto repair industry, especially in a down economy. Train your team to work efficiently and effectively in order to reduce repair times and increase productivity. This can help you serve more customers to increase car count and revenue.

Build Your Relationships with Local Businesses

Networking and building relationships with other businesses in your community also helps to attract new customers. Consider partnering with local dealerships, car rental agencies, or other companies outside your industry that can refer customers to your shop.

Increase Car Count By Using Email Marketing

Email marketing is a surefire method to stay in touch with your existing customers and keep them engaged. Consider sending regular newsletters or promotions to your email list to encourage repeat business. Mailchimp and other companies offer free tiers, so you can test out their services.

Focus on Branding

Branding is important to any industry. It can be especially important in auto repair. Ensure that your shop has a strong brand that stands out from your competitors. Create a logo, tagline, and other memorable branding elements that will help build brand recognition. What if nobody in your company has a knack for these tasks? Outsource them to a qualified graphic designer or marketing agency in your area.

Offer Free Inspections or Diagnostics

Free inspections or diagnostics may help attract new customers. This may encourage them to bring their cars in for repairs. This can also help you identify additional repairs that need to be done. This is a straightforward method to increase your revenue.

Join You Net Results and Increase Your Car Count Today

Increasing your auto repair shop’s car count in a struggling economy is challenging. By focusing on customer service, value-based sales, and leveraging social media, business owners can attract and retain customers. By using these strategies, we can stay competitive in a tough economy and keep growing their businesses.

Contact You Net Results today in order to begin the process. Book a complimentary consultation. Brian Gillis and his team will help you build your leadership foundation. Plug into a vast network of auto repair shops. We all work together to strengthen the industry! Let’s make May the best month of your business life!

Brian Gillis and the You Net Results group discuss the concept of auto repair speed of service – or SOS. What systems can you put in place to quickly identify the “one thing” that needs repair on the customer’s vehicle? How quickly can you fix it so they are safely on their way?

Speed of Service  Concept – What and How

Brian starts the clip by breaking down the SOS concept. We have to have all of our systems in place in order to quickly resolve customers’ needs. We must properly train all staff on their duties in order. Only then can we process cars more efficiently, while not missing opportunities.

Eric clarifies that the heart of the Speed of Service concept is how quickly we can return our customer’s vehicle to them. He likens it to a visit to a doctor’s office. Normally, we come in and fill out our pre-visit paperwork. Then, we wait to be called back to the doctor. What if we came in and were immediately called back without filling out the proper paperwork first? How strange would that be? We would doubtless feel uncomfortable in that situation. In the same way, Eric doesn’t want a customer to even sit down before his staff have identified “one thing” the vehicle needs.

Joe adds that we ease customers’ minds with our ability to quickly identify that one thing. Brian then presents the secret move to starting the Speed of Service chain of events – get the customer’s keys and hand them off to a General Service Technician before you even start data entry. By the time you are done entering data, your GS has performed a thorough visual inspection. The customer is still at the counter, and you can share information on an issue you can help them with.

Finally, Brian adds another helpful hint. We need to take inventory of all of our key to key systems. When we do this, we will find areas that are costing us time. Shaving down a few minutes here and there will make a huge difference in improving Speed of Service.

Learn More – Book Your FREE Strategy Session

Does your auto repair shop lack direction? Perhaps your business plan has stalled out, and you need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with guide Brian Gillis? You’ve got nothing to lose, so sign up today!

One of the many reasons that a customer may enter your shop is to ensure that their family vehicle is prepared for an upcoming road trip. Before heading out on vacation, it’s reassuring to know that your trusted independent repair shop has fully inspected your ride. After all, none of us want to end up on the side of the road, at the mercy of a potentially untrustworthy repair shop far from home. That is where this Action Flow Chart comes in. Having a thorough, customizable inspection form on hand for these customers is a life saver!

Your service writers and the trip inspection form could’ve helped him avoid this situation.

Inspection Form for Upcoming Trips

Brian starts the clip by introducing the inspection form to the group. He points out the spots in the document that can be personalized, then mentions that some shop owners prefer to color code the sections. One such owner chose to color code the tasks to indicate whether they were a front of house job, a back of house job, or both.

Brian runs through the list of under the hood, interior, and exterior items to check. We could easily forget many of these items without using the inspection form. For example, do your mechanics always check the spare tire? What about the trailer hitch wiring? If the customer will be pulling a trailer or camper, this is a must.

Technicians should perform a test drive for certain aspects. Specifically, when driving the vehicle, they should make sure the speedometer and the cruise control are working correctly.

After completing all 22 inspection points and taking any necessary actions, don’t forget to wipe off any potential handprints and return the vehicle clean.

Ready For The Next Step? Book Your FREE Strategy Session!

Your auto repair shop lacks direction. Maybe your business plan has stalled out, and you aren’t meeting your goals. You need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with You Net Results guide Brian Gillis? You’ve got nothing to lose, so sign up today!

Knowing your strengths and weaknesses is the key to success for any business. This is especially true for an auto repair shop. Perform a SWOT analysis in order to compare your internal strengths and weaknesses against external opportunities and threats.

This comparison will give you a better understanding of the current market conditions. Thus, you can make informed decisions that will lead to success. Let’s look at how a SWOT analysis will help your auto repair shop.

SWOT Analysis – Analyzing Internal Strengths and Weaknesses

A SWOT analysis begins by looking at internal factors, such as existing staff, equipment, location, customer service policies, and financial resources. These factors are key for an auto repair shop, because they directly affect the quality of customer service.

By studying these factors, you can identify weaknesses. You may need more help to improve customer service or efficiency. Also, you may identify your areas of strength. This way, you can continue providing good service to customers.

SWOT Analysis – Assessing External Opportunities and Threats

It is equally important to look at external factors when conducting a SWOT analysis for an auto repair shop. These include trends in the industry, such as new technology, competition, and changing consumer preferences.

Looking at external factors lets you see market changes. These potential opportunities or threats may impact your business. By evaluating internal and external factors, you can plan to improve operations. This way, we can stay ahead of competitors.

Pair Them Against Each Other And Examine Growth Chances

When running a repair shop, it is necessary to know your strengths and weaknesses. A SWOT analysis compares internal strengths and weaknesses with outside opportunities and threats. These facts help you can make wise decisions to move your business forward.

Are you investing more resources into customer service, or researching new technology trends? When performing a thorough SWOT analysis, you will gain the tools needed for success!

You Net Results Will Help You On Your Strategic Journey Through Auto Repair Ownership

Contact You Net Results today. Let us help you begin the process. Book a free consultation. Brian Gillis and team will help you build your foundation. Plug into our vast network of auto repair shops, and work together to strengthen the industry! Let’s make April the best month of your business life!

Does your auto repair shop charge for automotive inspections? If not, why not? Whether a customer needs a pre-trip check, a brake inspection, or a full vehicle inspection, your technician’s time and your service advisor’s time are worth charging for. Some shop owners have experienced customers taking advantage of them by getting a free inspection from your shop and getting the repair done at a rival shop! Others do not feel it is fair to charge for inspections. Still, others offer tiers of inspections, ranging from free to charging different amounts. This is a great discussion about the philosophy behind whether or not we should charge customers for inspections.

Automotive Inspections – Time Is Money

Jerry outlined the model featuring three levels of inspection: A basic inspection, which is free; a more thorough mid-level inspection for a nominal fee; and a thorough, complete inspection, costing more. His experience? Most people are willing to pay for the mid level vehicle inspection, rather than going for the free basic package. Bottom line: it is not fair to ask your technician to work for free, or for you to pay him or her when you are not being paid by the customer.

Pam joined the discussion, pointing this out from a Service Writer’s perspective. Customers understand there is value in our work. They come expecting to pay for it, or at least they should. If your Service Advisor explains the value of the inspection, customers will be happy to pay for it. If they are not receptive, the chances are that your front counter employee is not asking enough questions.

For example, if a customer says their Check Engine Light is on, your Service Writer should be asking if they have noticed any issues with the vehicle’s performance. If you don’t ask, there is a good chance your technicians may not know where to look for the problem. Then, when you fail to fix the issue, the customer will rightfully hold you accountable.

Scott makes the point that many of his older clients do not drive much, but will take a long trip once or twice a year to see family. They enter the shop, asking for a pre-trip inspection, and are happy to pay for it. That peace of mind is so valuable. Opening the hood for the inspection also creates opportunities to sell more work if necessary.

What Are Your Competitors Doing?

Fred added that his Service Writer recently called around to other shops, asking how much they charged for automotive inspections. He was surprised to know how high their fees were to inspect customers’ vehicles. Since the market is bearing it, he found it necessary to raise his own inspection fees.

Jerry gave an example of the basic inspection in action. His shop offers a free 15-minute visual “no wrench” inspection. From just a few minutes of eyeballing the engine and wheels,  his technicians can recommend premium services such as a full brake inspection. Again, customers who come in and let us inspect their vehicles should expect to pay for our services ultimately. Obviously, if a more thorough brake inspection is in order, Jerry’s shop rolls the cost of the inspection into the repair charge.

Bottom line? Don’t give away free full vehicle automotive inspections. Many times, customers will take advantage of your generosity and get the work done elsewhere.

Ready For The Next Step? Book Your FREE Strategy Session!

Your auto repair shop lacks direction. Maybe your business plan has stalled out, and you aren’t meeting your goals. You need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with You Net Results guide Brian Gillis? You’ve got nothing to lose, so sign up today!

In this clip from on of our Working On It Tuesday sessions, Brian and the class discuss Action Flow Charts. Specifically, Brian brings up the question of which color coding should designate who is performing the listed tasks. Pam suggests that instances where both technicians (blue) and service advisors (red) share the load, the chart should be color coded purple.

Color Coding Your Action Flow Charts

Pam expanded on her answer, indicating that the Service Advisor at the front desk sells the job. Then, the technicians will perform the repair work. Therefore, many automotive repair tasks require a shared responsibility.

Pam brought up the Test Drive step in the Trip Check Inspection form. Jim Ryckman mentioned that his shop’s team performs an extensive test drive. He then explained how this test drive is part of his Preventive Maintenance Inspection process. The question arose on whether to charge for such an inspection.

Brian mentioned that any job that you are color coding for technicians to work on is worth their time, and you should charge for it. Some folks may take advantage of your free inspection offer, and then take their vehicle elsewhere that they know is cheaper. They may even perform the repair themselves, now that you have diagnosed the issue for free. Chances are that if you explain why they must pay for their vehicle inspection, they will agree to the inspection and repair.

Ready For The Next Step? Book Your FREE Strategy Session!

Your auto repair shop is lacking direction. Maybe your business plan has stalled out. You definitely are not meeting your goals. You need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with You Net Results guide Brian Gillis? You’ve got nothing to lose, so sign up today!