15 Things that will improve your operation

* Towing – Some shops markup the tow bill as well. The tow company has a discount off retail for you and then that allows you to collect that savings as profit.

* It is also good to show that to the customer and charge him your low rate thus impressing him on your helping to keep costs down. It’s really up to you.

* Cash Sales Policy – Very few owners know about all the cash that is generated in the shop. Cores that are sold for cash after the shop is charged for them on monthly statement.

* Parts that are ordered and not used, but not returned and eventually used for unreported profits. Scrap and used parts that are sold when the manager or boss isn’t there. Post signs in office and shop -

* “If you do not receive a company invoice for your purchase it’s free” another is “Coffee is free and we don’t have a fund for it- ask for a receipt or it’s free!

Too much stuff is sold and it goes into pockets. Stop the flow of free money in your shop -it’s stealing, pure and simple!

* Use your customers – Many seniors live in retirement or group homes. Make one of your Senior customers the rep for his park or building. Give him cards, fliers and coupons. He writes his name on the back and gets a little spiff or free services for what he creates.

* Containing Comebacks – Sadly they occur, some naturally, some by accident and some through laxity and sloppiness. Watch the frequency and when lack of concentration occurs combat it. Make it the job of someone to log each occurrence and see that it’s fixed.

* Industry Reputation – People will be suspicious of you because of the industry history. Attack the problem by talking about honesty and accuracy with your shop crew and customer.

* Cross Train – Obviously this is beneficial to prevent vacations and sickness from hampering you getting work out. Everyone should learn to diagnose. Teach them how to get a confirmation from another worker – it’s another set of eyes.

* Commercial Warranties – Many commercial companies put much more mileage on vehicles than to private owners so change the warranty times to suit the duty.

* Working Hours- stagger work times to accommodate a longer day without working everybody all the time. Allow lunch hours and try to get them away from shop.

* A Personality – You need to be the personality- not your help. Be there, meet customers, picture on way, quality statements framed on the wall in lobby.

* Proper Scheduling – A terrible thing to live with is the salesman who promises work to early. Make sure your customer doesn’t have to wait or hang around and then you have to keep people overtime to get the job out. Fridays need to be controlled.

* Saturday Morning – Some shops save this time for coupon services so they don’t interrupt regular work during the week. Coupons are also good to confine to a small number a day. IE: every morning open to 10 a.m. or Saturday mornings. Take in jobs for Mondays start.

* Customer respect and their vehicles – No squealing of tires, driving home for lunch, running errands with their vehicles. The customer deserves better.

* Lot Vehicles – In hot times of year be careful not to leave windows open. When it rains you cannot always remember to close them. Keep oil off paint and from the inside. Place mats and steering wheel covers. Clean the windows before delivery.

* Language – Sloppy language demeans your shop and you. There is absolutely no reason to permit it EVER.

* Drop ins – Friends drop in to see friends and see nothing wrong with it. Coach them-limit the time and occurrences.

* Phone Calls – Watch the personal phone calls-they will make them, just control excess.

* Keep bays full- an empty shop is uninviting. It will actually turn people away.

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If you have a management question that you would like to ask our resident Guru “Ray” Please send him an email at:
rayh@mastershopcoaching.com

Article: Ray Hauenstein, All rights reserved

www.mastershopcoaching.com

Marshall Kelly (editor)