Sales Prevention

I went to the Post Office last week to make a payment on a business reply account that I have. I dropped off a check at my local post office and left with a receipt. About ten minutes later someone from the Post Office called my office and said that I would have to come pick the check up and take it to another Post Office because they didn’t handle business reply accounts at that Post Office. Hmm, let’s see, last time I checked the Post Office was one big quasi-governmental agency. I didn’t realize that each Post Office sort of stood alone. I pointed this out to the nice man at the counter. I said, “Aren’t you all the same company? Wouldn’t money deposited here get over there?” He just smiled at me and said, “You just don’t understand how bureaucracy works, do you?” I quickly realized that this was a losing battle so I just picked up my check and spent 45 minutes taking it over to the other Post Office.

The reason I shared this story is because it got me thinking about my shops. Do I make it easy or hard for the customer to do business? Do my customers feel like they are dealing with a person or a bureaucracy? Do they feel like they are getting personal attention? Do the procedures I have in place serve my customers or my employees?   Would I be pleased or disappointed if I were a customer in one of my shops?

These are very important questions. They get right to the key drivers of profitability for us. Try to think of your shop like a customer. Try to imagine what it would be like to be one of your customers. How would you like to be treated? What information would be important to you? Would you be satisfied most of the time?

You can find the answer to all of these questions very easily. All you have to do is ask. When was the last time you called a customer and asked them about their experience? When was the last time you sent out comment cards to get customer feedback? The more you know about your customer, the more likely you are to meet their needs and win not only their money, but that of their friends and neighbors.

You want to make it as easy as possible for your customers to give you their money. There are enough challenges we face on a day to day basis. Take a look at your customers experiences and make sure you don’t have a “sales prevention” department working against you.

Dave

2 Comments

  • Rick

    Reply Reply April 30, 2014

    Dave . At our shop we are careful to book cars properly so that waiting in office times are not excessive as well we give a lot of rides home ( we tell them before they come so we are setting expectations properly ) and we have many conveniences built I to our system so that our client experience is way better than other shops they have dealt with .

    • Admin

      Reply Reply May 1, 2014

      That is fantastic Rick! It’s those kinds of things that separate the winners from the looser when it comes to rock start auto repair shops. Little things like make such a difference in the overall experience the customer has doing business with you and its critical to building long term relationships with your clients.

      Thank you for the comment, I wish you much success. If you ever have a question or need anything, I would love to help!

      Dave

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