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Ep 6 | Change with the Times
Tough economic times in a changing economy mean new disciplines must be developed. There are opportunities everywhere, but how you go about taking advantage of them dictates whether you succeed or fail. It’s up to you.
As you watch this video, write down the points that speak to you. They’ll go a long way to tilting the odds in your favour.
Missed an episode? Click here for the full Greenwood’s Garage series.
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ABOUT BOB GREENWOOD
Mr. Robert (Bob) Greenwood AMAM (Accredited Master Automotive Manager) is president and CEO of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). Bob has over 40 years of business management experience within the independent sector of the automotive aftermarket industry in North America, consulting independent retail shops on all facets of their business operations.
Bob is one of 150 worldwide AMI approved instructors. He has created business management development courses for automotive shop employers/managers, jobbers and jobber sales representatives, which are recognized as being the most comprehensive, industry specific courses of their kind in North America.
Hello. I took the time to view each of the videos back to February. The points brought forward are valid however continue to restate the subject matter that has been heard and talked about for decades. From my standpoint, the information is lacking on customer focus where many improvements need to be made. I have studied customer retention throughout my career and the stats indicate that 7 out of 10 customers go to their repair facilities once a year. I don’t think anyone will be surprised if that number worsens as time goes on – society is changing at the speed of light and have become quite demanding. The new mantra must become “service the car, serve the customer.” Don’t get me wrong. Speaking to routines and implementing what is learned for “in and on” the business, productivity, routines etc., along with succession planning is and always will be valid and necessary. In most cases, what is missing is a system that provides consumers what they are asking for, a brand experience built around feeling served. The belief must be that we are capable of building sustainable relationships with our customers and prospects. I have proven that this approach increases frequency of visits and we all know that more RO’s are the key to sustainable growth and profitability. So the task at hand is all encompassing, not only the inner functions of the operation. For those who would like to take their business it is certainly time to stop the Einstein approach and move forward.