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!
How can your auto repair service advisor sell more jobs? Brian and You Net Results members discuss a method to help automotive service advisors sharpen their phone skills and sell more repair jobs. One of the cornerstone teachings we stress is PARP: Prepare, Audit, Rehearse, Present.
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.
Metallica is one of the biggest arena rock bands in the world, but they don’t just step on stage cold. They put in thousands of hours when they rehearse and write. They employ a crew of over 100 roadies, sound engineers, and lighting technicians, who also have to test everything over and over to make sure the show goes smoothly. Not to mention the pyrotechnics crew who ensure all of the fireworks, fire, and explosions are done safely and up to code.
Your auto repair staff is just like a group of star athletes and musicians. If your team wants to win big and sell more repair jobs, then they have to put in the time. This means writing phone and in-person scripts and role playing them repeatedly, until they can present them in their sleep! Soon, you will have more happy customers and more money in the bank. Practice makes perfect!
Ready For The Next Step? Book Your FREE Strategy Session!
Your auto repair shop lacks direction. Maybe your shop’s 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!
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 can affect any industry, even relatively recession proof businesses like auto repair. Every auto repair shop’s main goal is to maintain or increase car count. How can you do that when times are tough? Many customers are in dire money straits. They could tend to put off auto repairs because of other expenses. In this article, I share my top tips to increase car count, even when times are tough.
Want To Increase Car Count? Let’s Examine the Challenges Involved
Before diving into the tips, let’s 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 of the areas where you can 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 is key. Your marketing and sales team wants to help customers know your service’s value.
People try to save more money when they are struggling. Does putting off your vehicle repairs really save you money, though? Sell the future value that your maintenance services bring. 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 great customer service is hands down the best way to attract and retain customers. Make sure that your team is friendly, knowledgeable, and helpful. Train your staff to go above and beyond to address customer concerns. All the while, make sure your shop is clean and inviting.
Leverage Social Media
Social media is one of the most effective tools for reaching new customers. It can also keep 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 customers to follow you on social media and to leave reviews on your page.
Utilize Google My Business to start a review campaign. Contact previous customers and then ask them to share their experiences with your shop. More positive reviews will help you rank higher on Google.
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. It makes it so much 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. These could include 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 well in order to reduce repair times and increase output. You will serve more customers to increase car count and revenue.
Build Your Relationships with Local Businesses
Network and build relationships with other businesses in your community. That also helps to attract new customers. Consider partnering with local dealerships, car rental agencies, or other companies outside your industry. They can refer their customers to your shop.
Increase Car Count By Using Email Marketing
Email marketing is a proven way to stay in touch with customers and engage them. Consider sending regular email newsletters. You can send promotions to your email list to encourage repeat business. Mailchimp and other email CRM apps offer free tiers, so you can test out their services.
Focus on Branding
Branding is important to any industry. It can be especially so in auto repair. Ensure that your shop has a strong brand that stands out. Create a logo, tagline, and other memorable branding elements that will help build brand recognition. What if nobody in your company has these talents? Hire a qualified local graphic designer or marketing agency.
Offer Free Inspections or Diagnostics
Free inspections or diagnostics may help to attract new customers. This may encourage them to bring their cars in to fix. This can also help you identify more repairs that need to be done. This is a simple 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 system is tough. Focus on customer service, value-based sales, and gripping social media. By doing so, business owners can attract and retain clients. When using these strategies, we can stay driven in a tough economy and keep growing our businesses.
Contact You Net Results today so that you can begin the process. Book a free meeting with us. 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 this the best month of your business life!
PMI – The Name of the Game
