STEP 1: A VS C CUSTOMERS
How to determine the good jobs from the bad!
ESTABLISH YOUR CRITERIA
It’s important to know what jobs you will and won’t take on. Establishing your boundaries will make it easier for you to ask the right questions to assess a new lead, to then quickly decide whether you want to try and convert the job or not. Of course, these boundaries may change during peaks and troughs.
To help get you started we’ve listed Blue Toro’s own boundaries:
- Light vehicles newer than 15 years
- 40min. drive time
- No supplied parts or assist with a DIY project
- No imports
- No DIY modifications
- No large jobs: engines, clutches, blown head gaskets
- No bodywork
- No damaged engines
- No caravans, boats
- Motorbikes: servicing only
- Customers with limited money: deposit or full payment via EFTPOS upfront
We’ve learnt the hard way over the years that taking on the above jobs often leads to headaches and rework. And worst we’ve sometimes lost money.
ASK QUESTIONS
How do you spot a great customer? Spending 1-2 minutes on the phone with a new customer will help you quickly establish whether it’s a customer and job that fits the criteria you’ve just established.
We hear many repairers saying yes or no to a job without asking any questions. You may be ‘flat out’ and tell everyone you’re fully booked. Or you may want to take on everything that comes and automatically say yes. Asking a few questions will help you say yes to the good stuff, and no to the poor stuff.
- What type of vehicle is it? (make, model, year)
- Where is the vehicle located?
- What work do you require?
- When was the last time the vehicle was serviced?
- Are you calling from a business?
- Are you a repeat customer or a Blue Toro customer?
Based on the answers you can dig a little deeper. But this should get you started and help you decide yes or no to the job.
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