Dear Reader and
potential investors,
Here is my idea for “Old
School Automotive Repair Centers” that may interest people in improved customer
care and experience in the auto repair business.
What is the Old School way? When a mechanic sees one
customer as a network of customers instead of a dollar sign that’s old school.
Have you ever walked into a spider web? You don’t get caught in part of it the
whole web seems to cover and cling to your head. It’s all about customer
connection. When a mechanic educates a customer by showing and pointing out to
them what needs repair on their vehicles that’s old school. If insurance
regulations don’t allow customers into the repair area then a camera should be
used. A mechanic shouldn’t tell the problem to their customer they should show
the problem to their customer. That’s how you gain customer trust and that’s
how you do honest business. I gave this much thought. Although I can perform
vehicle maintenance and limited repair I don’t profess to be a mechanic.
However I would work with a person of quality character who desires to operate
an auto repair service center the Old
School way. How would I do this business differently? The Old School Auto
Repair Center mission will be a commitment to excellence in Customer service
and customer experience. I’ll describe it this way:
“When a customer enters the Old School Auto
Repair Center they are greeted by an associate who cares. By the way associates
who care smile, a genuine smile. When an employer appreciates an employee they
smile often. The customer is asked what can be done for them. Once it is
established that there is a problem with the vehicle the client is offered an
option. The mechanic accompanied with an assistant who will be taking notes
takes the vehicle for a test drive with the customer riding along. This makes
it much easier since the customer can describe the problem further without
embarrassment. The mechanic can listen and feel for sounds, vibration, rattles,
erratic shifting, and checking for fluid leaks while he drives. The shop representative
listens to the mechanic while taking notes notes. An agreement is signed and
the trouble shooting test drive begins. The more the customer knows and is
informed the more they trust a business. Auto repair shops who earn their
clients trust do good business and stay in business! In return customers need
to show their appreciation by paying the repair bills. Trust works both ways.
One sign that would be on the wall in an Old School Repair Center would be
“We’ll give you Old School service you give us Old School payment. Below are
further details of my model for Old School Auto Repair Service Centers:
·
The service center building is in the design
of a red brick schoolhouse with a school bell atop the roof.
·
The company name on the building and on the
tow trucks and flatbed trucks read Old School Auto Repair. Underneath the
company name is the slogan “We educate our customers” on the truck doors.
·
The slogan on the building as well as the
slogan on the tow trucks reads, “We educate our customers”.
·
The tow trucks and flat bed trucks have a
yellow or distinguished lime-green paint theme to them. Not only is theme
similar to school buses the vehicles are visible on highways at night.
·
While customers wait they are offered free
classes on oil and filter changes, emergency tire change, and tips and lessons
for roadside emergencies. Watching “how to” videos.
·
Classes on how to tell if a mechanic is being
dishonest.
·
Old School employees are “graded” on their
work and performance. Employees whom maintain steady “grades” are recognized by
advancing positions, employee awards in excellence, bonuses, and pay.
·
Employee of the month parking. An employee is
awarded parking in the special “employee of the month parking in front of the
service center for recognition of outstanding customer service.
That’s the kind of
business model I desire to create. The customer is given the best service
possible and an experience of being educated. Education is the best defense
from fraud.
Roger J Lown
Writer Author
Speaker of Possibilities
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