STEP 2: WHICH TYPE OF MECHANIC ARE YOU?
There are 3 types of repairers:
- Mechanics that can’t say no
- Mechanics that say no to nearly everyone without knowing who they’re talking to, and
- Mechanics that spend the time to understand the customer and their problem, then provide a solution
Which type are you?
MECHANICS THAT CAN’T SAY NO
These are the guys that are too nice to turn anyone down. Every job, every customer, the customer that has moved 1.5hrs away, the little old lady with no money.
Or they may be the guy that’s just starting out or needs more work and fears turning away any work.
Either way, it’s time to remember you’re running a business and trying to earn a good profit. Driving too far, spending longer than you’re paid on a job, and not getting paid at all doesn’t pay the bills.
Sure, it’s OK to help out. But sometimes the best way to help is to find that customer another solution that’s a win-win for everyone.
MECHANICS THAT SAY NO TO ALMOST EVERYONE WITHOUT KNOWING WHO THEY’RE TALKING TO
These are the guys whose first word out of their mouth is “I’m booked out for 2 weeks”. We hear it all the time. The customer has barely finished their sentence before they’re told “sorry I’m booked out”. (Or words to that effect).
While this may be true, it doesn’t mean you’re booked out with good work. Those potential customers you blocked could have a fleet of vehicles, could be your next best customer, could know heaps of other great customers. For every great customer you take on, it’s another C customer you can let go. Growing your overall profit.
Instead of automatically saying no. Why not ask a few questions first to establish what type of customer they are? You then just need to work on your scheduling to ensure you always have time to fit in new A customers.
MECHANICS THAT SPEND THE TIME TO UNDERSTAND THE CUSTOMER AND THEIR PROBLEM
Whether you decide to take on the job or not, asking a few simple questions will help do 2 things:
- Establish whether this is an A customer you want to convert
- Help you find an alternate solution to customers you cannot help
Either way spending the time to find a solution to the customer’s problem will improve the experience that the customer has with you. They’ll think – wow that guy was helpful. They may then come back to you at another time, or refer you to others, or provide a 5-star review.