Posted to Shop Management Forum on 6/19/2012
Re: What to do about car counts
Good post, Becky. However, I think there are a couple of
nuances that should be considered.
Almost certainly another yes.
Depends on how the shop handles it and the depth of the
relationship. If we agree that "A's" are typically "happy
and well-adjusted" as you put, they know that everyone will
have an "oops" moment on occasion. Just don't let it happen
too often! :o)
Is it true that they "generally make good money?" Like most
things, there are probably some that do, but I know (and
have known) many "A" level customers who do not make "good
money," at least by what most people consider "good money."
However, you can't tell because they're content living
within their means. They're not in hock up to their
eyebrows. They actually do things like save and budget, even
for car care (imagine that).
I realize that I'm digressing from the point a bit here, but
I want to say this... the problem with a lot of people today
(financially speaking) isn't that they don't make enough
money, it's that they have no discipline when it comes to
spending the money that they have. Don't get me wrong, I'm
all for prosperity. But you can always spend more than you
have, no matter how much you have, and that's the problem!
Because keeping a well-maintained vehicle is a priority,
they may pay more attention to this than other customer
types, however, they're no different from everyone else in
that they have a lot on their minds. What I'm driving at
here is that "A's" in particular will appreciate a shop that
will do the thinking and the planning about what's needed
and when, and notify them when it's time to come in.
Additionally, the "A's" value relationships and will value
regular contact - Facebook, emails, newsletters, and other
direct mail, in so much as this regular contact is
informative, useful, and enhances their overall automotive
Again, good post, Becky.
MDH Automotive Services
Richville, Michigan, USA