Putting customer care first can have a measurable impact on your bottom line.
As consumer spending recovers, what type of rebound in delayed vehicle maintenance services will dealerships see?
A Cleveland, OH, native, Dan’s career began in 1964 working with his father who was in the wholesale/retail tire business, leasing space in a large discount store and selling passenger and truck tires. Fast-forward 50 years, and Dan, who’s been at the helm of Automotive Parts Associates (APA) for 25 years, looks back on his storied and successful career, and looks forward to giving back to the industry in his well-deserved retirement that begins later this month.
The degree to which your employees can impact your bottom line hinges on their level of engagement and sense of ownership in the shop’s success. When engagement is high, performance follows, as does key business-building factors like service excellence and outstanding customer service.
The manner in which the majority of your customers prefer to communicate about vehicle service is changing, as their need for convenient and easy information access accelerates. You likely have noticed that their attitudes and expectations are vastly different than what you were used to encountering. There are great opportunities for every business owner to reach their customers and prospects more effectively by embracing e-communication channels like email, social media (Facebook/Twitter) and texting.
Time could be your biggest ally at the onset of the new year as you think about ways to increase your shop’s profitability and productivity. But how many times have you said, “If I only had more time?” While you have good intentions of making the best use of your time during the course of your busy day, there are inevitable distractions that prevent you from doing just that.
In case you haven’t noticed, female buying power is on the rise. Women account for about 85% of all automotive sales in U.S. households, and 50-65% of customers at automotive service centers are women. And you know what that spells? Opportunity.
As a service provider to this evolving vehicle fleet, a better understanding of market conditions will help you identify growth opportunities and target business plans for the future.
How many miles do you think a pampered engine could rack up? Hundreds of thousands? How about millions! Irv Gordon, a Long Island, NY, resident who’s has traveled the U.S. for nearly 50 years, can attest to that. He’s driven the same vehicle, a shiny, red 1966 Volvo P1800, racking up nearly 3 million miles.
The Consumer Confidence Index is up and that should spell good news for your import repair business.
As miles rack up on your customers’ vehicles, are you getting the most mileage out of your oil change services and maximizing every service occasion?
A recent study issued by the Marchex Institute sought to answer some of the most pressing questions about consumer call behavior.