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Repair Shop Advice


Monday, November 19, 2018

There are so many factors that go into selling auto repair services.  We’ve covered the importance of phone-based service, building long-term trust, and dealing with sales objections.  But there’s more to communication than what you’re saying – more than half of in-person communication comes from body language.  When you say it can be done next week, does your customer believe it?  When you provide an estimate, does your customer believe that you’ll stick to it?  Here are a few ideas on how to convince a customer that you’re going to do a great job for them – and (almost) none of them involve words!


Convey Honesty

Seeming dishonest is a surefire deal killer.  The first rule of projecting honesty is to be honest.  If you only present one option when there are really others, it will be difficult to cover up your body language, which will be saying otherwise.  You should also avoid touching your face while you’re communicating; people sometimes subconsciously see this as hiding your face, and it makes them distrust you.  Don’t cross your arms, because it seems defensive.  Finally, make eye contact regularly throughout the conversation – but don’t stare!

Listen to Them

Some people can listen and think at the same time.  But it’s difficult to look like you’re listening and thinking at the same time.  And if a customer doesn’t think you’re listening to them, they aren’t going to trust you.

When a customer is talking to you, make sure you follow both their verbal and non-verbal cues.  If they reference a particular part of the vehicle, take a look at it for a second while they’re talking about it.  Otherwise, maintain eye contact while the customer is talking, and nod periodically to indicate you’re taking in what they’re saying.  Finally, don’t be afraid to repeat back to them what they said if you think it’s particularly important to them – it indicates that you heard them, and have committed it to memory.

Meet Customers Where They Are

You can tell what a customer is thinking based on their own behavior.  Are they in a time crunch?  Then what they’re looking for is confidence.  Lean into the conversation, and try to avoid long pauses that might indicate you’re having to move other jobs around in your head to fit this one in your schedule.

Are they looking for someone who cares about doing a great job?  Show them some excitement – slightly increase the speed and volume of your speech and use some hand gestures.   In many cases, this will flow naturally – if you take the time to consider the customer’s mindset, your body language will naturally adjust to respond to it.

To learn more about how Repair Shop Websites can help increase your profit margins, call us at 866-665-1605 or email us at Team_RSW@RepairShopWebsites.com.


Friday, November 9, 2018

If you’ve been disappointed by your results from expensive Google Ads, you’re not alone. In fact, they’re a bad investment for most auto repair shops. View the “Why Google Ads Don’t Work for Auto Repair Shops” infographic below for more information.

 


Tuesday, November 6, 2018

If you watched more than a handful of cartoons as a kid, you remember all of the evil geniuses.  Their names were different in each show, but they were always trying to rule the world, and the heroes always stopped them.  Did you ever wonder if the heroes could make the world a better place if they could get the evil genius to work for them?

Of course not – the evil geniuses couldn’t improve the world because they were evil.  They were greedy.  They were narcissistic.  They enjoyed watching people suffer.

But if that’s so obvious, why do we hire them in real life?

Auto repair shops don’t keep evil geniuses because they like them.  They keep them because they’re highly skilled.  Some of them aren’t evil, they just aren’t fun to be around – at all.  Still, maybe they’re a productive tech with a unique knowledge set, and having to replace them in this hiring environment would be a tremendous liability.

Shop managers might even look back on their successes and wonder how they would have achieved them without the contributions of this resident jerk.  The reality is that they could have achieved so much more without them.

Consider a couple of companies who lost their visionary leader and are still doing just fine.  Apple has become the world’s first publicly traded trillion-dollar company since Tim Cook took over from Steve Jobs.  Uber’s value has increased by tens of billions of dollars since Travis Kalanick left.  In both cases, the loss of a heartless prodigy was offset by the benefits of a new leader capable of respect and compassion.


The problem with having a jerk in your shop is that you get to see all of their contributions, but you don’t get to see what you forfeit by employing them.  You see their hard work, but you don’t know how much their bad attitude drags down your other employees.  You can see the value they add to the company, but you never really know what kind of risk they bring until that risk becomes reality.

So if you’ve been trying to figure out how to deal with a high-productivity jerk in your shop, there are plenty of good options.  Just make sure that whichever one you choose involves showing them the door.

To learn how Repair Shop Websites can help your shop earn more business, call us at 866-665-1605 or email us at Team_RSW@RepairShopWebsites.com.


Wednesday, October 24, 2018

Have you ever seen a repair shop that had a terrible online rating, and suddenly had a great one?  It’s hard to turn a terrible rating around in a few days – you have to have five reviews before Google will show your star rating, so if a repair shop has a two star rating, it’s going to take much more than a single positive review to push it up above a four.  Often, these companies have a “sudden burst” of positive ratings.  The grammar is questionable in the reviews.  The people posting the reviews are not nearby, and they all say the same thing.

The reviews are fake.


If you’re competing with one of these businesses, this is extremely frustrating.  They’re cheating their way to the top by hiring people to lie about their business.  Meanwhile, you’re providing honest, quality service and you’re sitting below them with a 4-star rating.  It might seem like these shops are beating the system – but it probably won’t last forever.  Besides being unethical, it’s also a bad idea.

First of all, it’s illegal.  Just last month, someone was sentenced to 9 months in jail in Italy for writing fake TripAdvisor reviews – for fraud.

It’s also dangerous for the purchaser.  Companies with reviews from the fraudster were demoted on TripAdvisor, and many of the companies who purchased reviews were given the Red Badge. This badge is a warning to TripAdvisor users that the business had tried to manipulate their reviews – a kiss of death, because it warns TripAdvisor users that they can’t trust anything they read online about the company.

Finally, it can be expensive.  Both the government and online review directories can and have sued for posting fake reviews.

Of course, if bad reviews have taken a toll on your business, there are other legitimate ways to improve your reputation.  The easiest way is to ask for reviews from your best customers! 

Our integrated reviews service does just that – it asks customers how they felt about your service, and requests that the happiest customers leave legitimate reviews on online directories like Google, Yelp and Facebook.  When customers indicate they are unhappy, you’ll receive a notification to contact them, so the issue can be corrected before they post negative information about your business online.  This service will make your reviews more positive over time, while also giving you a chance to address any negative perceptions about your company that exist among former customers.

To learn more about online reviews and legitimate ways to improve them, call us at 866-665-1605 or email us at Team_RSW@RepairShopWebsites.com.


Thursday, October 18, 2018

Whether you built your auto repair shop from the ground up yourself, or you took it over from a previous generation, you want to leave a thriving business behind for your employees, customers and community.

Click here for more on how to do that before you retire.
 

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