Attributes Of A Good Service Writer By Mike Lee

There are many things that lead to a successful business. One of them is a good Service Writer. I have visited lots of shops where it was obvious that the Service Writer was not trained and was not motivated.

There are many important attributes of a good Service Writer.

1. They are alive.
2. They are motivated.
3. They like people.
4. People like them.
5. They enjoy their job.
6. They have good communication skills.
7. They have patience.
8. They know what they are doing.
9. They have stable lives.

There are others, but these are some of the more important ones. 

Are They Alive? 

It is amazing how many Service Writers are just going through the motions. They are not happy and this communicates to customer immediately. Customers react unfavorable to a Service Writer, who is acting like a walking zombie.

If they are not motivated, it greatly affects their sales. You can advertise like crazy, but the sales will be slow because the Service Writer is turning people off. This is especially true when they answer the phone.

In some shops, they have a mirror right beside the phone with the word “SMILE” above it. This way, when anyone answers the phone they will look at themselves in the mirror and remember to smile while talking to the customer.

Are They Focused?

I have seen in the past, Service Writers who are pretty good at their jobs, suddenly, start forgetting things and not following up or stay on top of their job. At the same time, the sales start to drop when it was busy. Later in talking to the Service Writer, you will find that he has some major problem going on.

Sometimes, you will find that they have a drinking or drug problem or they are going through a divorce or they have financial problems. When a Service Writer has personal problems, it will affect his ability to do his job.

Do They Like People?

When we do interviews with Service Writers, occasionally, we find that they actually don’t like sales. Mainly this comes from not knowing how to handle people in general or not knowing how to sell.

It is really apparent to customers when a Service Writer does not know how to deal with people or is not happy with life in general.

Often times, Service Writers get busy and are short with customers or they fail to take enough time with the customers to make sure they have handled all of the customers questions and considerations. Handling customers requires a person who likes people, who has patience with people that are confused and don’t fully understand what they are agreeing to have done with their car. Anytime a Service Writer loses his patience he generally loses the customers.

Do They Know What They Are Doing?

A high percentage of problems Service Writers have with customers come from their inability to handle problems thrown at them by customers. I have seen Service Writers start to lose their effectiveness when they start having problems that they don’t know how to handle.

They have problems with price shoppers, they don’t know how handle upset customers and what they or others at the shop did to help create the upsets.

Their lack of training causes them to lose sales, upset customers and not enjoy their job. Many do not fully understand their responsibilities and what is expected of them.

I can not tell how many times, I have seen Service Writers suddenly light up and take off once they understand what they are suppose to do and how to do it more effectively. Many times, you can turn a Service Writer who is not doing well into a happy, very effectively salesperson, who makes good money for themselves and you, by having them adequately trained on their job. Is your Service Writer producing at the levels you would like? It is only money…Yours!

Management Success! 

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Loren’s Auto Repair Hosts Management Success General Repair TOP 20 Group Meeting

From August 29^th to 30^th, 2015, the TOP 20 general repair shop owners met to network and discuss concerns and issues general repair shop owners face and what they can do about them. The discussion took place at Loren’s Auto Repair in Kalispell, Montana and was hosted by owners, Loren and Travis Sallee.

On Friday the 29^th, the group began the get-together sightseeing at Logan Pass in Glacier National Park. With an elevation of 6,647 feet and encompassing beautiful mountains, lakes, and wildlife, it was a peaceful way to clear their mind before the discussions. In the evening, they dined at a restaurant in Whitefish.

The following day, the group discussed challenges they are each currently facing, and they provided suggestions and solutions that could help the challenges of each owner. They went over using tablets for inspections and how that is incorporated into shop flow. One shop owner who already uses tablets gave useful pointers to the others on beneficial ways of implementing it.

The meeting also consisted of a tour of Loren’s Auto Repair. Travis Sallee walked the group through the shop, which was designed and built by his father with the help of Travis. He showed their shop’s different systems, such as workflow, and talked about the history of their shop. The group finished the day off by having dinner at a restaurant in Kalispell.

On Sunday, Jim Smith led the group on a profit & loss and KPI study. Members got to compare numbers and zero in on members who have exceptional performance in various categories giving everyone ideas on how to improve their bottom line. The meeting concluded at noon on Sunday, leaving enough time for everyone to get back home and start their week off with a fresh mind and new ideas.

For more information on Management Success! or the General Repair TOP 20 Group, please contact Morgan Scott at morgan.scott@managementsuccess.com. 

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Pine Aire Truck Service Hosts Management Success! TOP 20 Group in Bay Shore, New York

August 2, 2015

Bay Shore, N.Y.

Photo credit: Pine Aire Truck Service

From July 31 to August 2, truck shops from around the country gathered in Bay Shore, NY for a Management Success! Truck TOP 20 Group meeting, hosted by Dave Bloom at Pine Aire Truck Service. Moderated by Truck TOP 20 Consultant, Desirae Smith, this meeting was held to network, learn more about business systems, discuss issues faced by truck shops, and develop solutions to common concerns. By the end of the three days, the shop owners created a nationwide directory of the TOP 20 Group shops to help promote each other.

The group spent the first day visiting other businesses to observe and learn about their systems. One of the businesses was ABLE Weldbuilt Industries, an equipment and tow truck manufacturer; there, the attendees observed their processes and products. They also visited a Kia dealership to study their flow lines and had the opportunity to spend time with the service manager. They concluded the day with a visit to a local microbrewery and an evening at the beach in the Hamptons.

The following day was spent in-house, where the owners reviewed their knowledge of KPIs. They also discussed different issues that affect their businesses and how to solve these issues. The evening was spent at a local restaurant, Ciao Baby.

During the final day, the group focused on the financial side of business with a profit and loss study, discussing points of profitability, and learning how to improve profits.

Robert Spitz, Senior Vice President of Business Development at Management Success! remarked, “I am always impressed with the level of professionalism and dedication demonstrated by the members of this group, not only to their respective businesses, but to the trucking industry as a whole.”

Desirae Smith, Truck TOP 20 Consultant at Management Success! is thrilled with how the meeting went: “This meeting was our best Truck TOP 20 meeting yet! We covered important topics that were sequitur and popular for the TOP 20 shops. This meeting really was for them. Further, the special camaraderie that already exists within this group was taken to another level due to all the social/group activities and networking. Everyone enjoyed the meeting and took something new back with them to implement at their respective shops. We are looking forward to the next one already.”

One of the most valuable aspects of the TOP 20 meetings is the opportunity to network and learn from other group members. It is a chance to acquire new knowledge and to encourage each other in achieving future goals. In response to this, Evan Lang from E.L.M. Repair and Refrigeration commented, “I always learn from others’ experiences, and it helps my perspective on my and others’ businesses. The meetings are a great time to share our experiences and help ourselves and others.”

For more information on Management Success! or the Truck TOP 20 Group, please contact Morgan Scott at morgan.scott@managementsuccess.com. 

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Management Success! Launches New Advanced Service Writer School: Taking Sales Skills to the Next Level

On June 17 and 18, 2015, Management Success! launched its new Advanced Service Writer School. Attendees were shop owners and service writers who had already completed Service Writer School and wanted to take the next step to further improve their sales skills.

Advanced Service Writer School takes a more detailed approach to understanding sales by digging into sales fundamentals and the entire sales process. It expands on topics covered in Service Writer School and ingrains all service writing skills for smooth delivery and heightened professionalism. Starting from the moment the customer walks in the door, Advanced Service Writer School teaches step-by-step what to do in order to obtain customers for life and be profitable.

Some topics covered are how to overcome customer fears, understanding different types of customers, and successfully handling challenging situations. Combined with drills, these lessons push students’ service writing skills to a higher level.

The students who attended Advanced Service Writer School were very satisfied and eager to return to work to implement all they learned. Donald Cisco from Webster Tire & Auto Service thought it was an “excellent follow-up to Service Writer School [with] another great supervisor.” Caleb Hancock from Randy’s Auto Care commented, “The drills are where it actually helped me become confident on how to use the information and when to use it. I definitely recommend this class to the other shops who have attended Service Writer School.”

After a successful first run, Management Success! is excited to continue Advanced Service Writer School with many more shop owners attending in the future.

For more information on Management Success! or Advanced Service Writer School, please call (818) 546-5836 or contact Morgan Scott at morgan.scott@managementsuccess.com.

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NAPA Expo in Las Vegas, Nevada

From Tuesday, May 5^th, to Friday, May 8^th, 2015, National Automotive Parts Association (NAPA) invited Management Success! to attend NAPA Expo in Las Vegas, Nevada to deliver talks on truck shop management.

On Wednesday morning, Robert Spitz, Senior Vice President of Business Development at Management Success!, led a discussion with truck shop owners David Saline (2^nd-to-None Service), Dave Bloom (Pine Aire Truck Service, Inc.), and Eddie Lawrence (Mobile Transport Repair). With the packed room, Spitz and the three panelists discussed techniques and strategies for marketing a truck shop. The audience learned many useful skills and valuable knowledge that could be implemented once they returned back to their shop. That evening, Spitz and Saline led a second discussion on how to improve the bottom line of a truck shop.

With all the information shared with the audience, Management Success! sparked the interest of many NAPA Expo attendees. Truck shop owners were interested in gaining more knowledge and skills to apply to their shops, improve their own management skills, and take advantage of all the benefits Management Success! has to offer.

During NAPA Expo, attendees also had the opportunity to browse through the booths of other automotive-related companies and vendors to obtain more information on them.

"The Expo was fun, and I got lots of useful information at the discussions. The location was huge, so it was nice to interact with people from all over and see what each booth had to offer. I enjoyed the Management Success! discussions because we got to hear the personal experiences of truck shop owners and the changes they've made in their shops to become successful. Aside from that, spending time in Vegas was an awesome getaway from the daily stress of our lives." – E.M.

For more information on Management Success!, please visit www.managementsuccess.com, call (818) 546-5836, or contact Morgan Scott at morgan.scott@managementsuccess.com. For more information on NAPA, visit www.napaonline.com or call (818) 246-1711.

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Management Success! Truck TOP 20 Group Meet in Ridgefield, WA

From April 24 to 26, Members of the Management Success! Truck TOP 20 Group, along with invited guests from the Management Success! Automotive TOP 20 Group, gathered at Ultimate Truck Service in Ridgefield, WA to network, discuss best practices, and enjoy three days of comradery.

The event was hosted by shop owners, David and Debbie Jennerjohn, and moderated by Management Success! consultants, Jim Smith and Desirae Smith. 

On Day 1, group members toured Pacific Truck Centers, a local big truck dealership, as well as Accurate Motorwerks, a local general repair shop owned by Automotive TOP 20 Group member, Michael Gallagher.

On Saturday and Sunday, the group spent time sharing advice, exchanging ideas, and discussing problems and solutions related to the daily work of shop owners, especially the unique situations facing truck shop owners.

TOP 20 Group meetings are a great way for shop owners to network and gain new knowledge and skills to apply to their shops. Lynnetta Rogers from 2^nd to None Service commented, “I love the networking! We always come away with new ideas.”

Steve Valenta from S&D Truck Service had this to say: “I found it interesting that no matter where on the scale you are, all shops deal with similar issues.” As for strategies addressing these issues, Nicole Ledford from Aaron’s Semi Repair thought the “statistics analysis discussion was informative and very helpful, and the profit and loss discussion assisted in knowing how to adjust and make improvements in managing our money.”

The group had some fun too, with dinner on Friday and Saturday evening and custom coffee drinks from an in-house barista on Saturday morning.

For more information on Management Success! or the Truck TOP 20 Group, please contact Morgan Scott at morgan.scott@managementsuccess.com. You can also check out Ultimate Truck Service at their website, www.ultimatetrucksvc.com.

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Keeping the Game Fresh and Maintaining a High Level of Excellence by Robert Spitz

Robert Spitz
Snr VP Business Dev
Management Success!

Business is dynamic – as technology progresses, businesses must keep up with the latest innovations in order to appeal to their current customers. This is especially true in the automotive industry, in which vehicles have dramatically advanced in the last 20 years. One of the newest developments is the autonomous Mercedes-Benz, which was displayed at the Consumer Electronics Show 2015 and recently seen cruising around San Francisco.

In the automotive industry, the demographics, as well as the needs, wants, and attitudes of customers have changed. It is important to take all these changes into account when moving your business forward because what appealed to your past customers may not appeal to your current customers.

Recently, I conducted a sample survey of the next generation of auto repair buyers, and it validated that we are in a major transitional period in how we communicate with customers. When asked how they would like a shop to communicate specials or deals, the majority said by email. When asked how they would go about finding a shop if they needed one, the top responses were to ask a friend or to use social media sites such as Facebook or Yelp.

The lowest response in the survey was flyers in the mail. It seems the younger the person, the more this applies. One young adult told me she checks her mail once a week; another does not check the mail at all. In their mind, if something is important, they will be reached online, through email, or by text. Those are the most convenient and efficient forms of communication. It is clear that the majority of today’s networking is through technology. It is imperative to have a strong online presence – otherwise, you do not exist in the minds of the next generation of customers.

Moving back to the traditional side, word-of-mouth is still one of the best ways for businesses to get their name known and acquire new customers. Networking groups such as BNI and LeTip, along with Chamber of Commerce groups, are vital and necessary in a marketing plan.

Many business owners sigh in relief when they realize they no longer have to shell out large amounts of money for print advertising, like in the Yellow Pages. This may be true, but that money must be allocated in other methods of advertisement.

Conducting surveys once in a while or hosting a customer focus group are great ways to learn more about customers’ viewpoints on your product or business, so you can find out what the best way to market your business is. It helps you know what you should keep doing or what you should change so you can stay relevant in consumers’ minds and continue to provide the service they desire.

Online reviews are also critical in molding and strengthening your business into a company that attracts modern customers. A business should always respond positively to both positive and negative reviews. Listen to what customers are saying, and consider it when developing the business.

There is a saying dating back to the ancient Olympic Games: “Don’t rest on your laurels.” This means that, instead of depending on your past successes, it is important to focus on your present goals to continue your success. Keeping abreast of changes in business is paramount to the success of business. Until you have completely turned over the control of your business to a management team, keep this advice in mind and keep your head in the game!

At Management Success! we work hard to stay on top of these changes in the industry. This is reflected in our exceptional services and training material.  I invite you to take a fresh look at your business, and do our free on-line Shop Business Analysis. This tool will show you what you are doing right and point out areas that need to be strengthened to help you achieve your goals.

Wishing you Success!

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