As craftsmen dedicated to the profession of diagnosing, troubleshooting and repairing import vehicles, you know that it’s not so much what you do, but how well you do it, that elevates your shop to the top ranks of your field.
Your high professional standards cultivate a loyal customer base, among which you’ve earned trust and respect, and repeat business. But, it’s never too late to challenge the way you do things, to look for other avenues to optimize your shop’s profit potential.
So, as this year winds down, it’s a good time to reflect on your shop’s total performance package, so that you can gain the maximum results from your hard work, and dedication to professionalism and excellence.
Just as employers conduct performance appraisals of employees, you can perform a similar review of key factors, some of which are listed below, that contribute to your shop’s performance record.
Shop appearance – First impressions really do count. Is your outdoor signage appealing and easy to read? Is your parking lot clean? How about the waiting area and bays? Do they reflect your standards of excellence?
Technician appearance – Again, first impressions make a big impact with customers. So, if your techs look professional, they help create a professional image for your shop. Are their uniforms clean and new? Do you have their certifications displayed on the walls? What other things are you doing to help promote their expertise and knowledge?
Tools & equipment – Does your shop have the proper tools and equipment to expertly and efficiently complete repairs? Are they in good working condition, so that your technicians can focus on the job at hand?
Turnaround time – Are you pleased with the quality and availability of the parts you source through your current suppliers? These factors impact the quality of your finished repairs, as well as efficiency and turnaround time.
Customer service – Is your shop easy to do business with? Do you make customers feel welcome, so that they want to come back for future repairs? Are you properly educating them on why repairs are being done, to instill trust in them?
Shop reputation – Has every vehicle that leaves your shop been expertly diagnosed and repaired? Did you check the integrity of related systems, so that the customer doesn’t soon return with another vehicle complaint?
Over the course of the next several weeks, evaluate your shop’s performance in these key business-building areas. Re-think how tasks are carried out. Look for new ways to accomplish goals. And, get input from everyone in your shop. After all, there is strength in numbers, and when you’re talking about accelerating your profit potential for the coming year, you’ll need all hands on deck!