Author Archive RepairPal Guest Author

Easy Ways to Enhance a Customer’s Experience

One of my few childhood memories in a mechanic shop was actually in a quick drive-thru lube service in Milwaukee. I was probably 7 years old, and my mother needed an oil change on our 1995 Chevy Express van.

We drove in and sat in line until it was our turn. By the time they were ready to change our oil, my sisters and I, of course, had to use the bathroom. It was this bathroom that left such an impression that I still remember it to this day.

It was filthy; it reeked of urine. Toilet paper was strewn everywhere. This was easily the most filthy bathroom I had ever been in. To this day, I have never taken my car to a quick lube, even long before I knew better. Several folks I’ve spoken with have similar horrible memories about mechanic shop bathrooms.

Now, of course,...

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7 Tips on Delivering Extraordinary Service

Most shop owners will start pumping more money into their marketing campaigns when they are looking to increase their car counts. This can help bring new customers into your shop, which is certainly important, but the value of your new customers diminishes if you’re unable to keep them coming back to you.  There will be no greater key to your success in the coming years than your ability to create a memorable customer experience that shows your customers you genuinely care about them, so here are 7 tips that will help you deliver extraordinary service, and keep your customers coming back to your shop for years to come.

#1.  Always under promise and over deliver.

If you apply this principle to your business, you can often exceed your customers’ expectations. For example, when your competitors are asked how long it will take to do a minor service, they will typically tell...

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Revenue wrecker: Is client attrition eroding your bottom line?

Imagine you’re a technician who’s having an off day. In the course of doing a routine oil change, you forget the drain plug. As you’re adding the new oil, it’s draining out just as fast as you’re pouring it in.

If your shop’s car count is consistently flat or down, chances are, this scenario is what’s happening to your client base. For every new customer you bring in, you’re losing one or more existing clients. This is a vicious cycle that, at best, keeps your revenue flat. Quite often, it’s leading to declining revenues.

How can you tell if this is the case in your business or ensure it doesn’t become the case?

  • Track the number of active clients within your database monthly or quarterly. How many clients have been in within the past 12 months? This is your active client base. Count again at the end of next month (or...

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Did You Know Quality Lubricants Can Help Drive Your Business?

Your customers have multiple options for their car service needs, so differentiating yourself by using a nationally recognized, high quality premium lubricant brand is an easy and effective way to reinforce the quality of your shop’s services…



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Top 7 Reasons ASE Certifications Provide Value

We at RepairPal wanted to share some of the many reasons why it is important to become ASE Certified. Check out the list below and learn more about technician certification at ase.com.

 

 

The National Institute for Automotive Service Excellence, (ASE), was established in 1972 as a non-profit organization to help improve the quality of automotive service and repair through the voluntary testing and certification of automotive technicians and parts specialists. Today, there are more than 300,000 ASE-certified professionals at work in dealerships, independent shops, collision repair shops, auto parts stores, fleets, schools and colleges throughout the country. For more information about ASE, visit the website at www.ase.com.



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