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 | Stop the Stupid Stuff® for Automotive Service Centers
Laurie Brown |
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- Stop making your customers guess about the cost of the repair.
- Stop making your customer call you to find out when there vehicle will be fixed.
- Stop using terminology that your customer doesn't understand.
- Stop taking more time to do an oil change than the quick lube center takes without doing a better job.
- Stop charging more for work that is done elsewhere just as well and less expensively.
- Stop making your customers wait to talk to a service consultant without an acknowledgement of their presence..
- Stop writing a RO without viewing the vehicle.
- Stop ignoring the opportunity to involve the customer in the evaluation of the vehicle.
- Stop behaving like the customer has to prove the problem.
- Stop sending vehicles to your tech without pinpointing the problem.
- Stop sending vehicles to your tech without taking a test drive to determine issue.
- Stop treating woman like they don't know a doorknob from a steering wheel.
- Stop asking women if they can talk to the "man of the house".
- Stop only having magazines that appeal to a small portion of your customer base (ie Field and Stream).
- Stop promising what you can't deliver.
- Stop selling what people don't need or want.
- Stop thinking your people have nothing substantive to offer.
- Stop thinking you know more about your employee's job than they do.
- Stop keeping your service/parts/body shop as separate profits centers.
- Stop thinking and behaving like profit is a right rather than a reward.
- Stop making it so hard for your customer to spend their money with you.
- Stop creating rules inconsistent with your customer's best interests.
- Stop creating policies and rules that make your customer wonder if you really care about their needs.
- Stop chasing the customer to the competition to find their vehicle maintenance advocate.
- Stop taking advantage of people who do not know what a fair price is for a product or service.
- Stop taking the short view of profitability.
- Stop pretending like you don't have the intelligence to make a decision that is in your customer's best interest.
- Stop choosing not to be proactive in terms of looking out for your customer's needs.
- Stop failing to explain all the charges.
- Stop assuming your customer understands.
- Stop taking the fact that people come through your door everyday for granted.
- Stop being so busy that you choose to compromise the quality of service you render one customer for the sake of waiting on the next.
- Stop choosing not to challenge changes that hurt the business and the customer.
- Stop choosing not to offer service that makes you stand out in the mind of the customer.
- Stop putting your time in .
- Stop the hemorrhaging of the passion you felt for the work you do.
- Stop working in a place and/or a job that drains you of your energy.
Laurie Brown and Jim Feldman are available to help the automotive industry Stop the Stupid Stuff®, including manufacturers, dealerships and aftermarket organizations. Contact us for more information.
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