Nothing Happens Until Something is Sold

It might be a cliche, but it is absolutely true.  While the old-school "Salesman" may not be everyone's favorite person, the ability to sell is critical to business success, whether in the Auto Repair Shop or in a Fortune 500 company.  Some people sell products, some sell service, but the Auto Repair Shop owner or advisor has to sell both.  Here are a few simple attitudes and techniques to help build your sales IQ.

Dont Be Afraid to Ask for their Business

One of the easiest ways to earn someone's business is to simply ask for it.  Whether you're talking to a friend or neighbor in the front yard, or to a customer on the phone, just ask for their business.  Phrases like "Stop by sometime and we'll give your car the once-over and an oil change for $29.95", or "I would love to earn your business and provide you with the best customer service there is" are simple ways to ask for someones business without sounding like a greedy schmo.

Sell Yourself

You are your own best product and service.  Customers can go anywhere and get an oil change or brakes replaced, but you have something more to offer.  Yourself.  No one else can offer you and your service.  Make people want to bring their business to you.

Make sure your prices are competitve...

but not the lowest in town.  If your prices are too low, people will not associate you with value, just cheap.  If your prices are too high, people will shop you to death.  So keep your prices fair, offer great service with a smile (might be kind of corny, but it works), and people will come back again and again.

The Consultative Selling Approach

Instead of approaching the customer with a "what can I get from them attitude", try a "how can I help you" attitude.  A great salesperson once said "You will only get what you want when you help enough other people get what they want".  If you approach customers this way, they will feel more comfortable and be more ready to spend their money with you

Good luck and keep the wheels spinning!

Chris Boshaw is the owner of Boss Software, the makers of Shop Boss Pro, one of the first web-based Shop Management Systems. To do their part, Boss Software offers a free version of their program for small shops and prices the software to help keep a shop in business.

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Making Changes (and how to get everyone on board)

Making a change in a shop can be a difficult thing.  If you have people that have been with your for years, resistance to change is a given.  Some people like change (about 5%), some people hate it (about 5% also), but most people are willing to help an owner make changes if the process is done right.  Here are a few helpful hints for the next time you need to change things up a bit in your shop.

Plan the Change and Change the Plan

Planning your changes is critical.  Thinking through the process from all perspectives (yours, service advisor's, administrative, technician and don't forget Customer as well).  Will your change make things work better for everyone, or just one person.  What is motivating the change?  Does the change result in higher productivity or more income?

After planning the change, approach your staff will the following information:

1. The problem.  Explain in detail why you need to make a change
2. The solution.  Again, give them details about the change you are making.
3. Be ready to rewrite it.  Almost any good employee will feel more valued and respected if you bring them into the decision process.  Quite often they will have excellent input about the issue and be ready to assist in the change instead of resisting it.

Write it down

Most changes that small businesses make (and auto repair shops are no exception) is to begin making a change without knowing exactly how they are going to do it.  The process of writing it down (or typing it in a Word document) in a step-by-step fashion will help you to think through everything several times.  I have found many times as I write down a plan, that I realize something I hadn't thought of before.  This process will help you smoke out a lot of bugs in the plan.

Pick a specific date to make the change

When you (and your whole team) know when a change is going to take place allows everyone to prepare for it.  Getting ready for the change is at least as important as implementing the change.  Whether it involves new equipment, new software or just a new attitude, having time to prepare is critical to success.  Then make sure everyone knows.  Post it on walls, in the bathroom, on the computer screens, wherever you need to so that everyone knows when the change will take place.

Now Do It!

Nothing is more irritating than planning, getting input, writing it down and then never making the change.  Lack of follow through is the second biggest killer of good ideas.

Good luck and keep the wheels spinning!

Chris Boshaw is the owner of Boss Software, the makers of Shop Boss Pro, one of the first web-based Shop Management Systems. To do their part, Boss Software offers a low-cost version of their program for small shops and prices the software to help keep a shop in business.