SOP Formation and Review
Creating a Strong Culture with One-on-Ones – Monty Moran’s Way
SOP 118-9
Downloads
WOIT Discussion and Notes Formation and Review
Downloads
FAST – Can you take someone on?
- A Financial Savvy SIX Tour
- Of all the YNR Financial Tools
- Plus what other tools you use
Here is a clip from our Clear Counter Communications webinar, in which Brian and the class discussed the concept of the Black Dot. This is a method Service Advisors can use to mark lost customers.
Tracking Lost Customers
Brian opened the clip by asking the group what a “black dot” could mean in the context of auto repair. Kim correctly explained the concept. Lost customers are those who may have either ghosted their appointments, or have not returned after one visit. Through call reviews, we can often determine how that happened.
How did these prospects become lost customers? Could it be because our Service Writer team is not saying “yes” enough? The first step to finding out is giving their record the black dot mark. Next, you need to put your customer service under the microscope.
P
oor Customer Service Causing Lost Customers
Brian stressed the point that poor customer service is often the cause of shops losing customers. For example, a customer receives a coupon in the mail, and responds by calling to request an oil change appointment. The service advisor, rather than trying to fit them in same day, suggests a next day appointment. Customers hate that. Before the service advisor knows it, the call is over, and the now lost customer is looking for an appointment elsewhere.
Brian and Jim recalled an experiment in which they called other shops in order to test their customer service. This proved their point, as the service writers were rude and cut them off. The obvious lack of phone scripts and systems were major turn offs. Nobody would want to do business with a shop exhibiting behavior like that. More lost customers, thus more black dots.
Learn More – Get 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 Brian? You’ve got nothing to lose, so sign up today!
E-Myth Mastery Resource 124 Series
E-Myth Overview
- Leadership
- Money
- Management
- People
Let’s Define Leadership / Money / Management / People
- 4 Step Learning Process
- Mastering Your Results
- Mastery Spreadsheet – Many Tabs
You’ve heard about it. You’ve wondered about it. You’ve wanted to Learn It. You’ve wanted to Use It. You’ve wanted to Teach It.
Now is your opportunity to get started.
Downloads
SOP 122 Formation and Review
0122 – SOP – WWYD What would you do? 122 Series
Topic: Are you getting co-op money?
- How are you going about training your folks?
- A players and B players, the 2nd swing
