Maximizing Your Shop’s Potential with SideKick360’s Maintenance Hunter

Maximizing Your Shop’s Potential with SideKick360’s Maintenance Hunter

by | Jan 22, 2025 | Auto Service, Best Practice, Process

Maximizing Your Shop’s Potential with SideKick360’s Maintenance Hunter

In the ever-evolving world of automotive service, staying ahead means embracing tools that not only streamline operations but also enhance customer satisfaction and profitability. SideKick360’s Maintenance Hunter is the cutting-edge solution that empowers auto repair shops to unlock new opportunities by redefining the approach to vehicle maintenance.

Bridging the Gap Between Service and Strategy

Every successful auto shop knows the importance of identifying and recommending necessary maintenance services. However, the challenge lies in doing this consistently, accurately, and in a way that builds trust with customers. Maintenance Hunter bridges this gap by:

– Providing Real-Time Analytics:  With its ability to assess a vehicle’s maintenance history at the counter, Maintenance Hunter allows service advisors to make data-driven recommendations that inspire confidence in customers.
– Enhancing Efficiency: By integrating seamlessly with shop management systems, Maintenance Hunter eliminates guesswork and ensures that service advisors can focus on delivering exceptional customer experiences.

Lessons from the Field

Reflecting on the strategies discussed in past blogs, such as “The Gift of the Oil Change” and “Why You Should Offer an Inspection to Every Customer,” Maintenance Hunter embodies these principles and takes them a step further. Here’s how:

1. Turning Routine Maintenance into Long-Term Value: Like the oil change strategies outlined in previous posts, Maintenance Hunter transforms every maintenance service into an opportunity to build customer loyalty and increase ticket averages. Customers appreciate knowing their vehicle is well cared for, and shops benefit from the resulting repeat business.

2. Leveraging Inspections as a Gateway:  As noted in the blog “Why You Should Offer an Inspection to Every Customer,” inspections are a powerful tool for identifying additional service needs. Maintenance Hunter automates and enhances this process by analyzing data from previous services and maintenance schedules to provide actionable insights in real-time.

3. Elevating Customer Trust Through Transparency: Customers often hesitate to approve additional services because they don’t fully understand the need or benefit. Maintenance Hunter’s clear, data-backed recommendations help bridge the communication gap, making it easier for service advisors to explain and justify their suggestions.

Real-World Impact

Imagine this scenario: A customer brings in their car for an oil change. Using Maintenance Hunter, the service advisor quickly identifies that the vehicle is due for a brake fluid flush based on mileage and time since the last service. Instead of relying on memory or manual records, the advisor presents this recommendation with confidence, supported by the system’s analytics. The customer feels informed and reassured, leading to higher approval rates and improved shop revenue.

Embrace the Future of Auto Service

SideKick360’s Maintenance Hunter isn’t just a tool; it’s a game-changer for shops that want to excel in today’s competitive landscape. By integrating this innovative solution, you can:

– Boost operational efficiency
– Increase average repair orders
– Strengthen customer relationships
– Drive long-term profitability

The automotive industry is changing, and shops that adapt will not only survive but thrive. Maintenance Hunter is your partner in this journey, providing the insights and tools you need to succeed.

Ready to take your shop to the next level? Let Maintenance Hunter show you the way.

Click here for a Free 30 Day Trial of SideKick360’s  Maintenance Hunter.

 

Good Selling!

 

Pat

 

Revolutionizing Customer Service: Lessons from Auto Shops

Revolutionizing Customer Service: Lessons from Auto Shops

by | Oct 4, 2024 | Auto Service, Best Practice, Process

Revolutionizing Customer Service: Lessons from Auto Shops

Revolutionizing Customer Service: A Lesson form Auto Shops

by Retail Tire Solutions

In the world of business, few experiences are as universally dreaded as a trip to the auto shop. It’s often associated with unexpected expenses, confusing jargon, and a general sense of uncertainty. But what if it didn’t have to be that way? What if auto shops could transform this necessary evil into a model of customer service excellence? And more importantly, what if businesses across all industries could learn from these strategies to revolutionize their own customer experiences?

In this deep dive, we’ll explore how some forward-thinking auto shops are setting a new standard for customer service, and how their innovative approaches can be applied to virtually any business. Buckle up as we take a journey through the world of exceptional customer service, where every interaction is an opportunity to build trust, loyalty, and lasting relationships.

The ACTS Framework: Setting the Stage for Success

At the heart of this customer service revolution is the ACTS framework. No, we’re not talking about a theatrical performance (although there is an element of carefully choreographed interactions). ACTS stands for Attitude, Consistency, Teamwork, and Service. Let’s break it down:

  1. Attitude: It all starts with the right mindset. These auto shops view each customer not as a walking dollar sign, but as a person who might be stressed, intimidated, or anxious about their car problems. Empathy is the name of the game here.
  2. Consistency: A great experience once in a while isn’t enough. These shops ensure that every single interaction, every single time, meets their high standards.
  3. Teamwork: From the person answering the phones to the mechanics under the hood, everyone understands their role in creating a positive customer experience. It’s like a well-oiled machine (pun intended).
  4. Service: At the end of the day, it’s all about taking care of people and their cars, and doing it with pride.

The Quarter Time Rule: Efficiency Meets Transparency

Imagine being told your car service will take four hours, only to sit in a waiting room with no updates, wondering what’s happening. Enter the Quarter Time Rule. This clever strategy ensures that within the first quarter of the estimated service time, the customer receives a comprehensive update. For a four-hour service, that means within the first hour, you’ll get an inspection, an estimate, and a clear explanation of what’s going on with your vehicle.

This approach does more than just pass the time – it builds confidence and trust. When customers see things moving quickly and feel kept in the loop, their entire perception of the service changes.

PCQ: The Secret Code of Customer Interaction

PCQ, or Personal Contact Qualities, is all about those moment-by-moment interactions that can make or break a customer’s experience. It starts with the 15-second rule: every customer is greeted within 15 seconds of entering the shop. But it goes far beyond a simple hello.

PCQ encompasses everything from making genuine eye contact to practicing active listening. It’s about repeating back what the customer has said to ensure understanding, being supportive of their opinions (even if they differ from the technician’s recommendations), and setting clear expectations about time and cost.

When it comes to delivering potentially bad news (like additional repairs needed), PCQ stresses the importance of privacy, starting with positives, and respecting the customer’s ultimate decision. It’s a holistic approach to interaction that leaves customers feeling valued, heard, and respected.

Focused Services: Proactive Care for Cars and Customers

These innovative auto shops aren’t just waiting for problems to arise – they’re actively educating customers about preventative maintenance. This approach not only helps keep vehicles in top shape but also builds trust and generates additional revenue. Some key focused services include:

  • Add-on Balance Strategy: Checking tire balance during rotations or alignments.
  • Fuel System Service: Explaining the importance of cleaning out built-up deposits for better engine performance.
  • Brake Flush: Educating customers on how brake fluid degrades over time and affects safety.
  • Tiered Oil Changes: Offering good-better-best options to suit different needs and budgets.

By focusing on these services, shops can provide value-added care while increasing their bottom line – a true win-win.

The Customer Service Delivery System: A 12-Step Program for Excellence

Behind the scenes, these auto shops operate on a finely-tuned 12-step process called the Customer Service Delivery System (CSDS). While we can’t delve into all 12 steps here, one standout is the Comprehensive Vehicle Inspection (CVI).

The CVI isn’t just about finding problems to fix – it’s an opportunity to connect with the customer, understand their needs, and build trust by showing genuine care for their vehicle. It’s a delicate balance between thorough inspection and respecting the customer’s time and budget.

Data-Driven Decision Making: Measuring Success

These auto shops don’t just rely on gut feelings – they’re obsessed with data. They track a wide range of metrics to ensure they’re meeting their goals and continuously improving. Some key data points include:

  • Payroll as a percentage of sales (broken down by department)
  • PAT (Potential Alignment Ticket) percentage
  • Brake flush frequency
  • Road hazard warranty attachment rate

By keeping a close eye on these metrics, shops can identify areas for improvement and make data-driven decisions to enhance their service.

The Human Touch: Hiring and Training for Success

All these systems and processes would be meaningless without the right people to implement them. That’s why these shops put so much emphasis on detailed job descriptions, ongoing training, and employee empowerment.

Their job descriptions go far beyond listing duties – they outline specific performance expectations, desired characteristics, and even scripts for customer interactions. Employees are trained not just in technical skills, but in problem-solving and customer satisfaction techniques. They’re empowered to resolve issues on the spot, turning potential negative experiences into positive ones.

Lessons for Every Business

While these strategies come from the world of auto repair, their applications are universal. Any business that values customer relationships can benefit from:

  1. Implementing a framework like ACTS to guide all customer interactions
  2. Using strategies like the Quarter Time Rule to manage expectations and build trust
  3. Training employees in personal contact qualities to enhance every interaction
  4. Focusing on proactive, value-added services
  5. Developing a systematic approach to service delivery
  6. Using data to drive decisions and improvements
  7. Investing in detailed job descriptions and ongoing training

The Bottom Line

In the end, exceptional customer service isn’t just about being nice – it’s a strategic approach that pays dividends in customer loyalty, positive word-of-mouth, and increased revenue. By adopting these strategies, businesses in any industry can transform their customer experience from a potential pain point into a powerful competitive advantage.

Remember, every interaction is an opportunity to build trust and create a lasting relationship. So the next time you’re tempted to just phone it in, remember the ACTS of customer service: Attitude, Consistency, Teamwork, and Service. It’s a recipe for success that can drive any business forward.

The Importance of Defining Leadership Roles in Auto Repair Shops

The Importance of Defining Leadership Roles in Auto Repair Shops

by | Aug 12, 2023 | Auto Service, Best Practice, Uncategorized

The Importance of Defining Leadership Roles in Auto Repair Shops

In the bustling world of auto repair, having clear leadership roles is paramount. Not only does it streamline operations, but it also ensures that every team member knows their responsibilities, leading to a more efficient and customer-friendly environment. One such role that stands out in importance is that of the Store Manager.

Why Defining Roles is Crucial

  1. Clarity: Clearly defined roles eliminate confusion. Everyone knows who is in charge of what, leading to fewer mistakes and smoother operations.
  2. Accountability: When roles are defined, it’s easier to hold individuals accountable for their tasks, ensuring that objectives are met.
  3. Efficiency: Clear roles mean fewer overlaps and redundancies. This ensures that resources, both time and manpower, are used efficiently.
  4. Professional Development: Defined roles allow for targeted training, ensuring that each team member gets the specific support they need to excel.

The Store Manager Agreement: An Exemplary Blueprint

To illustrate the importance of role definition, let’s delve into the responsibilities of a Store Manager in an auto repair shop:

Primary Responsibilities:

– Recruiting, hiring, and training the right staff.

– Setting and communicating monthly sales and profit objectives.

– Conduct regular store meetings and reviews.

– Ensuring sales and service associates are proficient in vehicle inspections.

– Upholding the store’s image and working to increase customer count.

– Ensuring associates adhere to safety and professional standards.

– Responding promptly to company requests and attending all company meetings.

General Expectations:

– Efficient problem-solving and always prioritizing the business.

– Promoting credit applications and adhering to guidelines.

– Maintaining a professional appearance at all times.

By setting these expectations, the company not only ensures the Store Manager knows their responsibilities but also offers them opportunities for career advancement and competitive compensation.

 Conclusion

Defining leadership roles, exemplified by the Store Manager Agreement, is not just about assigning tasks. It’s about creating a roadmap for success, both for the individual and the business. For auto repair shops looking to elevate their operations and enhance customer experience, investing time in outlining these roles is a step in the right direction.

For more examples of store roles for auto tire and repair shops, check out Retail Tire Solutions Resource Center.

As Always, Good Selling!

 

Pat

The Gift of the Oil Change: Unlocking Long-Term Value in Your Auto Service Shop

The Gift of the Oil Change: Unlocking Long-Term Value in Your Auto Service Shop

by | Jul 21, 2023 | Auto Service, Best Practice, Process

Introduction

As an auto service shop owner, you understand the importance of building long-term customer relationships. In a previous post, we discussed a comprehensive oil change process to boost productivity and increase sales. Today, we’re taking a deeper dive, exploring how viewing each oil change customer as a “gift” can elevate your average invoice collection and customer count.

The Oil Change: A Gift That Keeps on Giving

While the oil change service is often viewed as an essential service that doesn’t bring in significant immediate profit, this perspective overlooks the true value it brings. An oil change customer is more than a single transaction – they’re a gift, bringing a wealth of opportunities for future business and long-term customer relationships.

Think of the oil change as your hook – it might be an essential service, but it’s one that every driver needs regularly. A discounted or efficient oil change service attracts customers to your shop, paving the way for more lucrative services. It’s not just about the price you charge for the service but about the lifetime value that each customer brings to your business.

Unwrapping the Gift: Understanding Your Customers

To fully unwrap the gift of the oil change customer, it’s essential to understand their needs. Statistics show that the average driver gets their oil changed four times per year, making the oil change the most requested service at auto shops. Each visit is a touchpoint – an opportunity to build a stronger relationship with the customer, upsell additional services, and increase their lifetime value.

Honoring the Gift: A New Approach to Oil Changes

To fully leverage each oil change customer’s gift, it’s essential to provide a service that respects their time and meets their expectations for quick, efficient service. This involves more than just delivering the oil change service quickly. It requires streamlining the entire customer experience from walking in until leaving.

For instance, you could:

  • Welcome each customer with a friendly and sincere greeting.
  • Write up their ticket quickly, gathering the necessary information and selling the oil change.
  • Perform a courtesy check before starting the oil change.
  • Provide an estimate for any additional services identified during the courtesy check.
  • Complete the oil change efficiently, following a detailed process to ensure quality.
  • Cash-out the customer quickly, reviewing the services done, recommending future services, and asking for feedback.

Cultivating the Gift: Building Long-Term Profitability

Remember, the main goal here is to attract new customers and nurture long-lasting relationships with them. An efficient oil change is just the starting point. Once the customer is in your shop, your team’s expertise and the quality of your service can work to upsell additional, more profitable services.

Moreover, it’s essential to view each customer, whether they bring immediate profit or not, as a gift—an opportunity for future business. By providing quick and efficient service that respects the customer’s time, you can cultivate customer loyalty and ensure that your cash register stays filled today and tomorrow.

It’s time to shift our perspective and leverage our service into profits. Are you ready to unlock the gift of the oil change customer, focusing on improving your customer count and average invoice collection through quick and efficient oil change services? It’s time to accept and nurture the gift that every customer brings to your business.

As always, good selling!

Pat

Maximizing Your Shop’s Potential with SideKick360’s Maintenance Hunter

The Real Value of the Oil Change: Leveraging Service into Profits

by | Jul 19, 2023 | Auto Service, Best Practice, Process, Technicians

Introduction

As an auto service shop owner, you already understand the importance of providing consistent and efficient services to your customers. In our last blog post, we delved into a comprehensive five-step oil change process that can not only enhance productivity but also significantly increase sales. But let’s move past the actual process of changing the oil. Today, let’s focus on how to leverage your oil change services to elevate your shop’s average invoice collection, which often gets overlooked amid the hustle and bustle of daily operations.

Unraveling the True Worth of an Oil Change

The truth is, the value of an oil change service goes beyond the mere price you charge your customers. It’s about cultivating repeat business, upselling, and, most importantly, building long-term relationships with your clientele. A discounted oil change can act as the hook that brings the fish to the bait, paving the way for more lucrative services.

A Real-World Example

I vividly remember a personal encounter I had with a store owner during my tenure as the Regional Director of Stores for Big O. I was visiting a store in Grants Pass, Oregon, and the owner was seeking advice on how to boost his business. His store was in a prime location, with a huge sign out front and cars streaming past every hour. To me, the potential seemed vast and untapped. I asked him why he didn’t advertise a low-cost oil change option to attract more customers. His response took me by surprise. “Why would I do that?” he asked. “I work hard enough as it is.”

This shop owner was so engrossed in his day-to-day duties that he lost sight of the bigger picture. He was charging $60 for an oil change, but he had no idea what his average invoice looked like when customers came in for that service. After reviewing his work order history, we discovered that customers coming in for an oil change ended up spending an average of $514 per visit. This revelation was an eye-opener. The owner immediately added a $29.99 oil change special to the sign in front of his store.

Shifting Perspectives

This story serves as a stark reminder that we need to shift our perspective from the price we charge for an oil change to the total invoice value per customer visit. It’s about seeing the oil change service as a loss leader—a strategic move to get customers through the door. Once they’re in, the quality of your service and your team’s expertise can work to upsell additional, more profitable services.

Conclusion

Remember, the main objective here is to attract new customers and build long-lasting relationships with them. The discounted oil change is merely the incentive that pulls them into your store. Once they’re in, the five-step oil change process we discussed previously will help ensure an efficient service and customer satisfaction, paving the way for future sales and repeat business.

So, are you ready to rev up your business by focusing on the average oil change invoice collection rather than just the oil change price? It’s time to leverage your service into profits!

As Always, Good Selling!

Pat

Revving Up Your Business: The 5-Step Oil Change Process

Revving Up Your Business: The 5-Step Oil Change Process

by | Jul 18, 2023 | Auto Service, Best Practice, Process

As tire and service shop owners, we are always seeking ways to boost customer count, increase sales, and ramp up profits. One proven method to achieve these results is the implementation of a consistent, efficient, and customer-centric oil change process. Here, we’ll break down an effective five-step process that can be easily implemented in your shop.

Why this 5-Step Oil Change Process?

The primary objective of this process is to increase sales and productivity in your shop. This strategy not only ensures the speedy and accurate presentation of estimates to customers but also standardizes inspection procedures. The process enables accurate scheduling and promotes a more professional and efficient working environment.

Step 1: Before Lifting the Vehicle

The process begins with the vehicle being pulled into the first available bay. The technician records mileage and inspects all bulbs, blinkers, and wipers, along with a washer fluid test. The underhood inspection then begins, focusing on the key seven: air filter, cabin filter, battery, brake fluid test strip, coolant test strip, belts, and hoses. Hoses should be recommended if they have original clamps and are over six years or have 60K miles on the vehicle. If air filters and cabin filters are dirty, these should be set aside so the service advisor can visually present them to the customer later.

Step 2: Inspecting Tires, Front End, and Brakes

The vehicle is then racked and brought to level for the technician to properly inspect the front end, tires, and brakes. The tech also checks all four tires for damages and any irregular alignment wear. The suspension and front end are examined for worn parts, and the brakes are inspected.

Step 3: Finishing Under Car Inspection

Next, the vehicle is raised to final height, and the under-car inspection begins. The technician should document the exhaust and any fluid leaks at this time. After the inspection, the service advisor presents the findings to the customer while the technician drains the oil and changes the filter.

Step 4: Lowering the Vehicle and Completing Add-on Services

After lowering the vehicle, the service advisor pulls the parts sold and returns to the shop for review with the tech. The technician completes all required services on the vehicle. Upon completion of all work, the service advisor should sign off on the final inspection.

Step 5: Securing the Next Visit

The last step involves securing the next visit. The technician installs a window sticker with the date for the next service and moves the vehicle to a parking spot. The service advisor then reviews all declined recommendations with the customer and works to schedule them within the next 30 days. Finally, the customer is cashed out with a sincere thank you.

The 5-Step Recap

The goal of this process is to enhance productivity and sales in your shop. The estimate should be presented to the customer within 15 minutes of entering the building. By standardizing what to inspect and when, as well as knowing what to present and how to present it, we can schedule more accurately and improve customer satisfaction. This process lays the foundation for consistent customer and sales growth, fostering a healthy cycle of repeat business.

So rev up your service shop’s efficiency and profitability with this five-step oil change process. It’s time to drive your business forward!

As Always, Good Selling! 

 

Pat