Without a doubt, when I learned that as a repair shop owner I was not he boss when it came to my customers, my job became easier and more enjoyable. While the person who owns or runs the repair shop my be the boss over employees and shop operations, that person now becomes your employee so to speak when you walk into their shop. Remember that you are in control, you can leave or call another place of business before any work is authorized.

It was very clear to me that the customer was my employer. From the first phone call to the first visit, my job was to be sincere and build confidence without any pressure or scare tactics. I was there to educate and provide information as to what repair would be in my customers best interest. It was very noticeable to me that education of my customer was the only way to provide the best service to my “employer”. This paradigm was one of my essential strategies for operating a business so my customer had a good experience.

One of my other main strategies, perhaps the main one was to be myself. That is, sincere, honest and square to my customers in terms they understood. I spent the necessary amount of time educating each potential customer/boss so they understood every facet possible of the recommended repairs. Even if they eventually went to another shop. It always payed off, not in money, but the effect we left on a person treated with dignity and professionalism sticks with them. Most of the time they returned, if they even left.

Another good strategy for everyone involved, including the employees is to keep the work clean and orderly. I very ofter took a customer into the shop area and introduced them to my mechanic/s and walked away while they talked about the issue concerning their engine or transmission and or cooling system. Customers love to talk to the mechanic in charge, it builds a lot of confidence. Keeping the repair area clean and safe is mandatory if you take your customers in the work area.

The first time I talked to Brian at GotEngines.com I could hear in his voice that he was very sincere about doing what was best for his customers/employees. He has a great desire to make sure the customer experience exceeded their expectations. The addition of this GotEngines.com Blog is purely for your convenience. We hope you use it to your advantage. Please ask questions or make comments. Thanks and Enjoy.

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