“Growth is never by mere chance; it is the result of forces working together.” —James Cash Penney, Founder of JCPenney
Learning how to scale up and grow your business is not optional. If you’re not pushing forward, you’re falling behind.
The good news is, scaling up and growing your business is not magic. There are specific areas to focus on that will help accomplish this goal. There are also clear strategies that will help. For example…
Financial statements are intimidating. I don’t know anyone but an accountant who would disagree with me there. They can be particularly intimidating for Service Managers who weren’t trained for that part of the job. So, that means they have to educate themselves because understanding how they work is mandatory for the shop’s success. In fact, understanding financial statements is pretty much a requirement to be able to ascend the ladder.
We read a lot here at Chris Collins Inc. Reading is fundamental. Seriously, there’s a reason why an entire world of amazing business books are written. They break down and explain those systems. We make a practice of reading these books because it’s critical to understand the systems.
Let’s talk about why you need to staff for the peaks, not the valleys, because it’s a mistake I see shops make all the time. And, it does nothing but create a vicious cycle of loss.
Too often we want our advisors to write more ROs, or get more customers in the door, when really, they need to slow things down. Our main goal should be retention with customers, and NEVER missing an opportunity. Remember, business picks up and you want to be ready.
In my experience, most new clients don’t know if they have a good menu at first. That’s OK. It happens all the time that we get comfortable with our business and stop paying attention to every item we’re selling, or the changing prices of parts.
Or, if you’ve made the jump from Service Advisor to Service Manager you might forget to keep an eye on what your competitors are charging.
Like it or not, according to reports, many people compare taking their car in for service to going to the dentist for a root canal—so you’re up against a very high level of anxiety at best. Managing your customer’s anxiety is going to determine whether or not you’re going to gain their trust and keep them as customers. So I’m going to teach you how to stress your customers out and make them run away. Psych. Seriously, when it comes to service, the sale and retention is based almost entirely on trust so it’s up to your Service Advisors and Service Managers to create that feeling from the start.
What’s the number one thing we consistently do that creates anxiety in our customers?
Truth is, no one is totally irreplaceable at work.
But there are things you can do to stay ahead of the pack. We all know the basic traits and behaviors that matter to employers, like attitude, being a team player and good communication. But there are other ways to differentiate yourself in a big way at work, and those are the things that make all the difference. Here are three hacks to make sure you stand out at work.
Right now the economy is great. People have money and people can spend, but it won’t last forever so it’s time to get to work. When people are buying all you have to do is be interesting, take care of your customers, exceed expectations, be a little different and the rest will happen.
As a trainer and coach, I get to go from business to business, and I can always see who has a passion for what they do—who really cares, and who really doesn’t care.
It makes no difference whether it’s the porter, service advisor or service manager, unfortunately, most people seem like miserable drones at work.