Auto Repair Staff huddles are a crucial factor in encouraging employee teamwork. Listen to our YNR roundtable discussion on regularly rounding up your Technicians, General Managers, and Service Advisors to make sure you are all on the same page.
Why Are Team Huddles Important?
Brian kicked off the clip by outlining why we don’t want to neglect staff huddles. When we do not meet hourly with our employees, the negative effects can trickle down to customers. Not communicating with your Technicians and Service Advisors? Then get prepared for chaos! Gaps in your customer service game, missed opportunities, and, ultimately, a loss of revenue will occur. Brian noted that when customers complaint about pricing, the issue usually starts with poor customer service experiences.
Second, Brian gave examples of key components from our Huddles SOP. When huddling, you may want to work with a board system. Of course, the General Manager must call the meeting to order, and employ a timer so the meetings do not last too long. Primarily, these meetings involve Service Advisors at the front counter. Occasionally, you may want to call together your technicians in order to resolve issues, or make sure everyone is on the same page.
Next, Brian asked YNR Member Leon’s take on staff huddles. Leon, an experienced shop owner, recognizes the value of this ritual. It allows him to stay in the know about how each job is progressing. Understanding such details as the need for more parts and the timeline until he can report back to the customer is crucial.
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 Gills? You’ve got nothing to lose, so sign up today!
Are your auto repair staff members just order takers? Or are they truly difference makers for your customers? Technicians and Service Writers must work together in order to educate customers on their vehicles’ needs. Only then can automotive repair employees make a difference for your shop’s finances, as well as your customers’ safety and vehicle life.
How Can Your Auto Repair Staff Make a Difference?
Brian begins by presenting us with a customer entering the shop. Their vehicle is not riding smoothly enough, so we sell them a new set of sway bars. Big deal! Think of a waitress who only sells a chicken dinner to you. She doesn’t suggest a cocktail, an appetizer, or a dessert. Those items may have just brought our dining experience from good to great!
Just like the waitress in that story, the service advisor hasn’t made much of an impact. That auto repair staff member is just an order taker. They are not doing the most they can to help the customer, and they certainly aren’t making a difference in your shop’s bottom line.
If your auto repair staff want to be difference makers, they educate themselves about the make and model of the customers’ vehicle. They also take notes about the status of the customer’s car or truck. When they do this, they can inform the customer of necessary repairs they might not have even known they needed. Demonstrating the knowledge, then showing concern, is what gains a customer’s confidence. Only then can you rack up those “yes” answers, and earn the trust of a lifelong customer.
Learn More – Get Your FREE Strategy Session
Does your auto repair staff 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!