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Follow Up On Unsold Work

Joe Marconi
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5 Star Auto Spa

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This sounds like a great piece of advise! What is your current process on following up on unsold work? Do you have an individual (or yourself) go through your computer system to identify work by day and then look to see if a recommendation was made to call the customer? How do you keep track of this information? I would like to start something like this at my facility and was looking for some helpful hints on the process you are currently following.

LinconlnAutoRepair Rookie

LinconlnAutoRepair

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I find that people have the best of intentions of doing future work, but like most things in life they just simply forget about it. I have a separate calendar and will put down the customer and quote and will usually hit them up again with a phone call. Sometimes I'll even just send a text. Now a days, a lot of people won't even check their voicemail (me being one of those people lol). Between family, work, life, and kids, remember that the mechanic told me I'll need brakes soon falls short in the memory/priority list. People are busy, so call call call.

 

It seems to work well with a follow up phone call just to remind them about what was needed. You can't make money if you aren't aggressive and calling and following up. I personally don't like the email approach as I tend to not really open/read letters from people that I don't regularly talk to. I believe that Mitchelle has a text option as well which would be nice.

 

Nice topic Joe, Thanks!

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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