Consulting – How do your clients see you?

Independents, Franchises, Small and Large.

Many businesses have lost their appetite to please their clients. They do business as they always have, not noticing the junk piled up in the corner, the paint that needs to be freshened, the carpet that is wrinkled and dirty, the windows that need to be cleaned. They don’t answer the phone properly, schedule work properly or many other things that a customer would see. They don’t have updated signs or marketing plans. Heck, some don’t even have business cards. These are some of the things the better franchises do, and it really makes a difference.

Personal Experience:

I have been in different businesses most of my life and have enjoyed them all. I always strived to keep them clean, organized, and updated. I had 25 years plus experience in small Independent Automotive Repair business. I have an AMI Automotive Management Institute certification. Master ASE Certified, Co-Founder of PMTA Professional Master Technicians Association, Co-founder of BIGO Bluegrass Independent Garage Owners, etc.

My Thoughts:

• The problem I am seeing is there are a lot of businesses that think they are doing things right because they are making money.
• In reality, they are working harder than they should, not doing what they can because they don’t have the proper procedures, and their help isn’t trained to do the job efficiently to serve the clients and business.
• Paying for management software and not learning to use it to its capability. Mostly because the program is too complex.
• Don’t have a set procedure to handle clients from start to finish.
• Don’t have a customer survey system.
• Some don’t even have a clean work environment.
• When a job gets tough, some put it in a back row for new work.
• Don’t have a good internet presence, Facebook, Website, Email.

Automotive Example:

Pro Shop vs Non-Pro

Shop Potential:

I believe each mechanic deserves 2 bays for efficiency. Number of bays divided by 2 mechanics, times flat rate, times 40-hour week = Shop potential.

Example of a 4-bay shop: 4 bays / 2 = 2 techs x $140 labor rate x 40 hours = $11,200

Shop Productivity:

Take your weekly labor earnings, divided by 40 hours, divided by Techs = Your shop productivity. $11,200 / 40 / 2 = $140

Shop Appearance:

• Is your signage legible from the road?
• Is your front waiting room clean and has seating available?
• Are there vehicles in your parking lot for over 2 weeks?
• Can you walk through your shop without walking around parts?
• Are tools left out when vehicles are finished?
• Are your techs dressed properly to meet customers?

Customer Satisfaction Index (CSI):

CSI stands for Customer Satisfaction Index. It is a score that shows how happy people are with the product quality and service. CSI is not just about being pleased or not, it is also about measuring and reporting how satisfied customers are. This score tells us where we can improve our business.

Calculation Methodology:

CSI is calculated by asking customers to rate their satisfaction on a scale of 1-10 or 1-5, depending on the survey. The score is then calculated by taking the average of all the responses. This can be done by mail in a survey card or digital.

Contact me if you are interested in my advise.

Wayne Reed
ewaynereed@gmail.com
or text 859-492-8471

Updated 8/2025