It is very easy to think that your customers are just like you, but that’s rarely the case, even if they look like you, are roughly the same age and appear to appreciate the same things. Even when customers seem like you, they can still be very different.
When it comes to running a successful and profitable quick-lube center, your outlay in labor dollars can quickly turn you from “in the black” to “in the red” if you fail to maintain control of your labor issues.
We have covered a lot about how others are changed by us. We have gone through talks of leadership and communications. Establishing and spreading our styles and habits on others ultimately setting up our legacy. This is not one of those articles, and it’s not an easy article to write.
There are so many theories in leadership ranging from vision to self-awareness to service. The simplest way to develop your leadership skills is to have a work ethic mixed with a solid foundation of core values.
With summer driving just around the corner, the National Highway Traffic Safety Administration (NHTSA) is reminding drivers that June is National Tire Safety Month, and shops can also bring awareness to customers.
What is the single biggest complaint from consumers today when it comes to being dissatisfied with a product or service they purchased? I’ll bet the answer is not too surprising to you: It’s customer service.
We have had this as our motto for years, “Our best customer is an educated buyer!” Training, service, values, knowledge, learning and skills all play a role in how we help educate or how we ourselves are educated.
We’ve all been there: A customer pulls up to have his oil changed. The service writer looks and sees that the vehicle in question isn’t an American-made product and immediately starts thinking, “What oil does this one require?”
When it’s summertime, the living gets anything but easy in this business. Kids are running through sprinklers in the park, and teenagers are lounging on the couch, but you’re hard at work, sweating it out in a lube shop only partially protected from the sun and heat.
Effective one-on-one coaching is one of the most important skills a great leader must possess. Effective coaching inspires in others an internal drive to act ethically, without direction, to achieve goals.
Remember the good ol’ days — the easy life. It was 5W-30 vs. 10W-30, pushing the button on the Honda instrument panel with the key to reset the oil change indicator and pulling a dipstick to check the fluid level of a transmission. These quick and simple procedures made life fun in the service bay. Now we have to check viscosity and an alphabet soup of standards.
It’s a great irony that the discipline policy preferred by most companies is called “progressive.” Since the word progressive means “making favorable progress or change,” nothing could be further from the truth. The progressive discipline policy is about punishment — not improvement.