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Here’s a great discussion from our You Net Results group about auto repair sales analogies. Most customers wouldn’t understand complicated automotive repair terminology. Here are some great metaphors your service advisor can use to help them, and then close the sale of needed repair in the process!

What if a customer asks why you can’t replace just one side of their brake system? Or maybe they are angry they had to bring their vehicle back in soon after their last visit? These sales analogies cover these situations and much more! This is a MUST WATCH for Auto Repair Shop Owners, General Managers, Service Advisors, and Service Writers!

Auto Repair Sales Analogies – Brian’s Prompt

As the clip opens, Brian is discussing phone scripts. He focuses in on the important topic of word analogies. Throughout the years, he has asked some of the most successful service advisors he has met what their best analogies are.

Moving on, he encourages the callers to share their best examples and write them down. At first, they were not ready to share, so Brian recalled his own sales analogy. The customer’s car needs new brakes, and he explained that even though one side was like a worn out shoe, the other was in brand new condition. You can’t just replace the worn out shoe. Both need to be the same condition to work properly.

Group Member Examples of Sales Analogies

Each of our YNR members then provided their own great examples. Steve volunteered his comparison between error codes and Christmas tree lights.

In the case of mismatched tires binding up wheel bearings, Gene compared the failure to a pretzel being twisted up. The customer would always be best served to replace both rear or front tires, instead of just one.

Nick then offered up the analogy that coolant can conduct and store electricity as it ages, just like a battery. Over time, this can corrode the metal parts of your engine. This reminded Brian of another analogy. We may put liquor into the freezer, in order to serve it cold. Because of the alcohol, it will not solidify. Just like alcohol, the chemicals in engine coolant prohibit freezing, and it will stay a liquid, no matter how cold the temperature it is stored in is.

Denise used the analogy of blood work getting done when you go to the doctor. You have blood drawn and tested in order to diagnose any health issues that you may have. This is the same with the Check Engine light in your vehicle. Once the shop scans the code, they know what the vehicle’s health issues are. Denise never uses the word “diagnostics”, but uses “testing” instead. Customers tend to understand that term better.

Additional Samples Your Service Advisors Can Use

Frankie compares ball joints to kneecaps. Eli reiterated Brian’s earlier sales analogy about why we need to buy brakes and rotors in pairs, just like shoes.

Brian added a metaphor to the list about carbon buildup. He has explained the accumulation of carbon in engines to customers with a couple of analogies. When carbon builds up in an engine, it can be flaky like tar when it is cool. Just like cleaning the soot out of your chimney, you periodically need to have carbon cleaned out of your engine.

Rechecks, Milkshakes, and the Chattahoochee

Every automotive shop hates it when customers come back soon after their previous visits for rechecks. Let’s say your shop just completed a costly repair. The customer returns with a new issue, angrily stating that you had just fixed all the car’s problems a week ago! This is where a simple analogy comes into play. You go to a friend’s house for dinner. You excuse yourself to go to the bathroom. When you step into the bathroom and flip the lightswitch, pop! The bulb goes out. There was no way to tell that the light bulb would soon go bad. Such is the case with many vehicle issues. Usually, we can tell when a part or system is wearing out, but not in all cases. Obviously, if we could have detected the problem, we would have informed the client.

Next, Brian compares intermixing of oil and coolant fluids to a milkshake. He also shared a regional analogy native to his former home in Georgia. The Chattahoochee River is well known as a muddy mess. Anytime Service Advisors in the area need to make an analogy about something nasty mixing up in an engine, the Chattahoochee is an easy comparison.

Finally, Brian compares modern vehicles to smartphones. When you need to have your car or truck flashed or reprogrammed, it’s just like downloading a software update for your phone. It is a necessary update in order to ensure security and functionality.

Put These Sales Analogies In Your Toolbox!

The great thing about the automotive repair industry is that you learn something new every day. Once your service advisors memorize these sales analogies and put them into practice, you will see your sales go up. When customers learn an important fact about their vehicles in plain English, they invariably respond, “Let’s get that repair done”.

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!

Let’s talk about auto repair business ethics. Picture this: you are an auto repair service advisor. You present a necessary service to a customer. They tell you that they just can’t afford it right now. Do you let them go without fixing the issue, potentially letting them risk more harm to their vehicle? What about the other issues you haven’t even gotten to writing up for them yet? Automotive Service Writers have a professional obligation to tell customers about needed repairs, just like doctors are obligated to tell patients about illnesses they may not know about.

Service Advisors must apply business ethics to phone calls with customersGroup Discussion on Business Ethics in Auto Repair

In this video, Brian talks with shop owners in our You Net Results group about that obligation. Don’t let your worries about your client’s money troubles get in the way of your ethics. Whether you display integrity or not, the word gets around!

Brian then surveyed the group members on what they defined professional obligation as. Karen said business ethics means treating your customers with respect. It’s the only way to ensure they become repeat customers. Next, Bryce pointed out that auto repair shop owners should ensure that technicians watch their language around customers. Finally, Jared reiterated that we are all obligated as professionals to ensure each client a safe, reliable vehicle.

Each caller provided a correct answer. In conclusion, Brian provided the example that we must report everything wrong with the vehicle. Even if the customer is already hurting financially, we do not have the right to withhold that information from them. In short, that is business ethics.

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!

Here’s 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.

PAn auto repair shop service advisor is disappointed by lost customersoor 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!

Here’s a clip from our Clear Counter Communications webinar. Brian and the class discuss the concept of the Black Dot. This is a method Service Advisors can use to mark lost customers – those who have ghosted their appointments, or otherwise have not returned. Through call reviews, we can determine how that happened. Could it be because our Service Writer team is not saying “yes” enough?

In this clip from our Clear Counter Communications series, Brian talks about Payoff Gestures. These are gestures for auto service writers to increase repair sales and explain customer repairs. Whether you’re on the phone with a client, or speaking with them face to face, your gestures can make a difference. Standing up, sitting down, using your hands, and facial expressions all tell different stories and give different signals to your clients.

What Are YOUTOOLS?

Auto Repair Shop owners getting hyped about Automotive Processes and Systems

Photo from the June 2021 Automotive Training Conference

Do you agree with these FOUR statements about Automotive Processes and Systems?

  1. Automotive Processes and Systems run your business, whether they are written or unwritten.
    __Yes__No
  2. Your People run the Processes and Systems.
    __Yes __No
  3. Making your business process and systems dependent, rather than people dependent, is the major objective of the Manager
    __Yes __No
  4. Your Daily Operations Silver Bullets do not exist.
    __Yes __No

At You Net Results we utilize what we like to call “YOUTOOLS.” They are a set of automotive business tools that can help you manage your business better as you grow it.

Online and In-Person Training

Throughout COVID, we have been meeting together online. We review processes and systems that help businesses operate smoothly and thrive. We have all gone through many changes during the pandemic. Online learning has helped our businesses pivot and grow during these challenging times.

In June 2021, our 360 Full Circle Group met in Atlanta, GA, in order to share our auto repair businesses’ methods. Look at all of those smiling faces in the photo above after we saw each other in person, shared hugs, and broke bread together. What a great event!

We see such great success among the auto repair shops we coach at You Net Results! Because of that, we are, of course, continuing our online and in-person educational programs.

Now, let’s look at the answers to the questions asked above about automotive processes.

Yes, processes and systems help run your business. However, they are clearer and easier to reproduce when you write down those Standard Operating Procedures down. Congratulations if you have all of your processes documented. However, you are in trouble if they are stuck on a shelf in a three-ring binder collecting dust. They need to be living, breathing, updated SOPs in order to work effectively.

Yes, your people run the processes and systems. But the question remains, are they doing it correctly? If you’re not sure, take a look at what your customers say about your business — both good and bad. Can you identify what must be improved? Can you determine if anyone within your team is sabotaging your systems and processes? If yes, then we can help you determine how to regain control.

Yes, the Manager’s main objective is to make your business process and systems dependent, instead of people dependent. If you focus on the systems and processes, then your business is more scalable. Imagine if McDonald’s could only run if one specific person were present. Would the restaurant be able to stay open as long as needed if it was entirely people-dependent? We think not. Because of well-documented systems and processes, McDonald’s has evolved into a multi-billion dollar, worldwide operation.

Yes, your Daily Operations Silver Bullets do not exist. You simply cannot write down your daily operations once expecting them to hold for a decade. Things change. Systems change, software changes, people change. It is crucial to treat your Standard Operating Procedures as living, breathing entities. “Silver Bullets” imply “one and done”, or “set it and forget it”. If you want your business to be successful, then that’s just not the case.

Take the YOUTOOLS Automotive Processes Journey with Brian Gillis

At You Net Results, we host coaching groups just for auto repair shop owners. Together, we can all reach our own turnaround points. You will move from a business owner to a confident business leader. Then, and only then, you can eliminate everything that is holding you back.

Are you ready? Let’s do this!

Don’t keep hiding in the weeds! Let’s Maximize our Daily Operations.

To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies, and then find ways to improve both your annual revenue and company culture.

Go for NO!

Go for NO!

Photo by Isaiah Rustad on Unsplash.

When you hear the phrase, “Go For No,” how does that make you feel?

  • Does hearing “go for no” make you uncomfortable?
  • Do you feel kind of creepy or pushy?
  • Does it trigger fear of rejection?

What if I were to tell you that the services you offer could be the answer to someone’s prayers?

What if I were to say that money and the exchange of it is a dignified conversation?

Do you suppose then that talking with clients and finding out their needs could be a good thing?

When you Go For No, you’re not pushy. 

You’re not even confrontational. Instead, going for no is a simple conversation that finds out what your clients need and don’t need. 

If you fear hearing the word “No,” I invite you to join me on a journey. Let’s examine why that word is one of the most helpful words on your path to success.

  • “No” defines boundaries.
  • The word “No” allows you to “know” your client better.
  • “No” helps you know where you stand and what needs to improve before you can get to yes.
  • “No” is “no-thing” to be afraid of in business.

That’s why we say “Go For No.”

Go for No and your automotive repair customers will eventually say YES!Our 360 Group recently met for our first in-person event in Atlanta. It was a great time, and we all learned new techniques about running our businesses better. 

Along the lines of “No,” we learned incredible things about both ourselves and our team members. 

  • We learned what we would no longer tolerate as business owners who want to grow our annual revenues. 
  • Marketing is nothing to fear. 
  • Potential clients will more often say yes to you when you communicate with them and educate them through video marketing. 
  • We discovered that going for no really means not giving up until we have found our God-given purpose.

Take the NO Fear Journey with Brian Gillis. 

At You Net Results, we offer coaching groups for auto repair shop owners and service advisors. Together along with your fellow automotive professionals, you can reach a turnaround point. Then, you will evolve from a business owner to a confident business leader, by eliminating the obstacles holding you back. 

Are you ready? Let’s do this. 

If you’d like to find out more, then contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and then find ways to improve your annual revenue and company culture.

Strategy session - drawing up business tactics for auto repair

Are you feeling crushed under the weight of running your business? You’re not alone. Many auto repair Owners and General Managers wonder why running their businesses is so hard. But not all of them. What strategy is in play to create their success?

Strategy – Big Picture Planning

We often hear the mantra, “Work Smarter Not Harder.” What does that mean? Let’s talk about Strategy versus Tactics for a bit. Understanding the difference between them is critical to your business’s success.

Strategy is looking at the big picture planning you need to do before diving into the tactics. If your spouse wants you to build her dream house, you don’t just run to Home Depot and purchase a pile of bricks. If you HAD a pile of bricks laying around in the backyard, would you then start laying them out? No. You would end up with a disappointing mess, as well as an unhappy spouse. Not good.

When you want to build your dream house, there are specific steps you need to take before beginning the build process. First, you need to purchase the land and survey the land. Next, you will meet with an architect and draw out the plans. Then, meet with the builders, acquire the permits, and make sure there is money in the bank to pay for it all. That’s called strategy.

Tactics – Laying the Foundation

After all that, THEN you can begin laying the foundation. You’ll be counting the number of bricks you’ll need, setting up the framing, installing the infrastructure, hiring the electrician, and so on. That’s tactics.

If you try building that dream home without strategy or tactics, you’re screwed. It doesn’t matter how good the architect and builder are. Without strategy and tactics, you get stuck with analysis paralysis! You wonder why that dang house has become such a money pit.

How Do Strategy and Tactics Apply to Your Auto Repair Business? 

Everyone needs a strategy, from your technicians to you, the owner and managerWell, if you want to build your ideal company, then you need to put together your strategy. Once your business plan and marketing strategies are mapped out, you need to employ the tactics that will get you there.

Fortunately, You Net Results has the experience to walk you through both the strategy and tactics you’ll need to get your business to the next million dollars in annual revenue. It’s not an overnight project. It takes a lot of work. However, it’s a solid plan that will help you reach your goals, as long as you implement and take action.

At You Net Results, we facilitate coaching groups for auto repair shop owners. Together, we  can all reach a turnaround point. You will emerge from the experience of moving from a business owner to a confident business leader. Thus, you will eliminate the obstacles that hold you back. 

Are you ready? Let’s do this. 

To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and find ways to improve your annual revenue and company culture.

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