Fixed Ops Magazine - 2020 Vol17 03 - 42

F EAT U
SERV
ICRE
E D E PARTME NT

SEVEN ST RATEGIES TO
BUILD YOUR SERVICE
BUSINESS DEPARTMENT

L

et's face it: Consumers have a lot more choices
today on where to service their cars. With the aftermarket capturing more than 30 percent of the

repair business, and with fewer items to service due in
large part to the advancement of technology, it is becoming increasingly more difficult to run a profitable
store these days. No item can be overlooked because
the stakes are just too high. If we are going to excel, we
have to change how we approach business.
Consider these seven strategies:

RUN YOUR OWN RACE
There will always be people that do what you do, and
that is never going to change. You may see them as
the competition, but guess what; they're not. You are
your biggest competitor. That's right, it's you. It does
not matter what the other people do because when you
create that WOW factor the moment a customer interacts with your store (ZMOT), you become a star, and
what you represent and what you do are the only things
that matter to both them and you at that point.

BE F.A.S.T.
Thanks to companies like Amazon, consumers today
expect full transparency and excellence in customer
service at the swipe of a thumb. Our customers have
transformed us from car dealers to retailers, no different than any other retailers they deal with online. They

42

expect service to be Friendly, Accommodating, Streamlined and Trustworthy. If you can provide that, then the
game is won.
In-dealership purchasing opportunities today are limited; tires, brakes, batteries, fluids and filters pretty much
sum them up. Customers want to feel special. They
want to be acknowledged, and they want you to respect their time. And, as much as your customers may
think they know everything thanks to information being readily available at the click of a button, they want
to be guided through the buying process by someone
they like, trust and respect.



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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