3 Ways to Develop Loyal Customers

What is the difference between a satisfied customer and a loyal customer?

A few months ago, I was having an issue with my car. I took it to a shop that was just a few minutes away from our office. They fixed the issue, communicated with me promptly, and sent me on my way. It was a good experience. I was satisfied.

A few weeks later, I had another issue pop up and took my car back to the same shop. They called me with a quote that seemed a little high, so I did what anyone would do, I called my …Read More

The Importance of “Wowing” Your Customers

The market is competitive and every customer is important.  So, how are we supposed to standout and capture all the business we can?  Well, we know that several things can help with this but the most important is setting yourself apart and you do that by "wowing" the customer through excellent customer service.

 Did you know that 78% of consumers have bailed on a transaction  because of a poor service experience?  That means that almost 80% of all consumers will refuse to make a purchase due to not being “wowed” in your business. Let that sink in.  Setting yourself apart from your …Read More

Estimating Time for Repairs

We were recently asked, "Who is responsible for determining the labor charge on each work order?"

Before we can decide on the amount of labor that can be added to the work order, we need the technician to diagnose or triage the piece of equipment. (Need Triage Sheets?  Check out BCI's Dealer Toolbox)

If they are triaging the equipment, they will estimate the time needed to complete the repair on the triage form. If they are doing a full diagnostic, they will estimate the time needed based upon previous repair experience. That work order and diagnostic sheet will then go to the …Read More

The Secret to Flat Rating

This week we continue our series on frequently asked questions. Let’s jump right in with a question concerning flat rating in your dealership. We were asked- “We often hear of the importance of Flat Rating in our dealership. Why should we do this, and how do we get this info to start? How does this change with different conditions of equipment brought in?”

So, why should we use Flat or Standard Labor Rates (SLR)?  It’s good for both you and your customer.  From the customers perspective, it gives them the ability to know what the charge for the work is going to …Read More

Dear BCI…I have a question…

Each week, for the month of July, we are taking your frequently asked questions and answering them! At the end of the month we will also have a Live Interview to answer additional questions that we receive over the next 30 days. So, let’s get started by covering a question we received about abandoned equipment.

Jennifer reached out and asked the following questions. “We have some equipment that is abandoned. I downloaded the Notice of Abandonment letter you have in the Toolbox, but I wanted to make a sign or include on the service form what the timeline is …Read More

“It’s Easier if I Just Do it Myself!”

“It’s easier if I just do it myself!”

If you are anything like me, this is a common phrase that comes to mind, multiple times a day. People make things complicated, and I know I will like the end result if no one else is involved.

While in theory it would be wonderful if there were a thousand of me running around, it may not be as effective as I think.

I recently read a book that was talking about growing your business and it said that if you want to grow your business by 20%, than you have to …Read More

Destination: no-where?

Nearly half of all new businesses fail within the first few years.  Not too encouraging, is it?  What sets apart those who succeed from those who don’t?  Well, there are several factors but some of the most important ones include having a plan, creating solid internal processes, hiring and retaining great employees and keeping your eye on the goal to generate profit and grow your business.

Even if you are a seasoned business or business owner, it might be time to reflect on your business plan.  A business plan is an important roadmap for a dealership’s success.  Make sure you and …Read More

3 Overlooked Sales Secrets

As you begin to move into the season, it’s a perfect opportunity to spend a little time tuning up your sales process. Here are 3 key items to keep in mind as we move into peak sales season.

 Greeting

The first few minutes of your initial contact with a customer are crucial. Like building a house on a cracked foundation, it’s a lot more difficult to have a positive sales experience if you don’t start out on the right foot. Based on the initial moments of the greeting, impressions will be formed quickly, a tone will develop, chemistry will or won’t develop, …Read More

Winning At Management

Great managers have discovered that the secret to success in their departments is what they do during the first 30 minutes and the last 30 minutes of every day. As a manager, your number one goal is to produce strong profits and give your customers an exceptional experience with the dealership. Whether you are managing service, parts, sales or rental, you are going to achieve those goals by focusing on motivating and communicating to your team.
It starts and ends each day with a “coach in the locker room” talk with your team. As you think …Read More

Recovery Rates Explained

In your dealership, do you track your Recovery and Efficiency Rates? If you are like some of our customers, you are on the fence about putting in the work to pull these numbers together, but if you are willing to take the time these numbers will give you great insight into how to get your shop performing at a higher, more profitable level.
The Efficiency Rate is the time that the tech is clocked into the work order vs. the time that you bill the customer for that work order. Top technicians strive to have an efficiency rate of 126% …Read More