One last check before opening the bay doors to customers

Your creative juices are flowing, positive self-talk and visions of repair garage perfection are daily companions, as are prospecting trips to locations where you can visualize new, refurbished or turn-key operations are just waiting for your expert hands. You are all ready to go with you new business and are excited by the success you believe will come your way.

But before you get too carried away in this reverie, let’s review the business and personal plans you have put in place to make sure you are ready to put the key in the front door of your shop and to open the bay doors to customers.

You’ve recognized the need to improve your work life, both financially and from a standpoint of personal satisfaction. You’ve spent time doing some self-analysis and have decided you are the type of individual who is motivated, self-starting and has an above average energy level, is not easily disappointed and can learn from mistakes. More important, that self-analysis has found you are patient and have the fortitude to steadily move towards long-term goals.

More important, you have no illusions as to the tough road ahead in running a business. You know that opening and running a business is a monumental task and you have prepared your self to be frustrated with bureaucratic fumbling by everyone from phone companies and advertising gurus, to license office functionaries and permit dispensers; and that frustration is going to carry over to every level of government, as well as tax and labor departments, and right on up to the loans that have to be arranged, lines of credit and operating accounts to be set up with suppliers, and the agreements to be put in place with recyclers and waste disposal providers. But at every step, a new skill is learned and that knowledge will make you stronger and better equipped to move forward and as your problem solving skills improve so does your self-confidence.

You have also made sure to consult with (not in any particular order) your significant other, parents, bank or financial institution. You have had direct conversation with a trade related business planner and have been totally honest as per your abilities — both personal and financial — and have been realistic about your expectations and hopes. Your research has been extensive and you have been your severest critics when considering locations and ability to attract customers. And you have given much thought to the types of service and/or repairs you will pursue and how to communicate with customers.

Remember in all your dealings with all of the above and others, when you are the one writing the cheque, you are the customer. You must demand the highest level of service they can provide. They are not doing you a favor, you are buying their services and you expect courtesy, communication, honesty and professionalism.

David Wright established and managed for many years a successful automotive service facility. He has received many awards for excellence in customer service and has advised and assisted Sunoco Inc. with marketing and planning to increase profitability and improve the image of the company’s sites in Ontario and Quebec.