Auto Service World
News   July 10, 2017   by Adam Malik

Change with the times: New episode of Greenwood’s Garage

The aftermarket is changing, but tough economic times are also having an impact. New disciplines must be developed.

In his latest episode of Greenwood’s Garage, Bob Greenwood provides advice on taking advantages of the opportunities presented to you, and avoiding the mistakes that will only hurt you. For example, discounting yourself doesn’t reap the benefits of prosperity, he says.

Click to watch Change with the Times, the latest episode of Greenwood’s Garage.

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1 Comment » for Change with the times: New episode of Greenwood’s Garage
  1. Bob Gagnon says:

    Hello. I took the time to view each of the videos back to February. The points brought forward are valid however continue to restate the subject matter that has been heard and talked about for decades. From my standpoint, the information is lacking on customer focus where many improvements need to be made. I have studied customer retention throughout my career and the stats indicate that 7 out of 10 customers go to their repair facilities once a year. I don’t think anyone will be surprised if that number worsens as time goes on – society is changing at the speed of light and have become quite demanding. The new mantra must become “service the car, serve the customer.” Don’t get me wrong. Speaking to routines and implementing what is learned for “in and on” the business, productivity, routines etc., along with succession planning is and always will be valid and necessary. In most cases, what is missing is a system that provides consumers what they are asking for, a brand experience built around feeling served. The belief must be that we are capable of building sustainable relationships with our customers and prospects. I have proven that this approach increases frequency of visits and we all know that more RO’s are the key to sustainable growth and profitability. So the task at hand is all encompassing, not only the inner functions of the operation. For those who would like to take their business it is certainly time to stop the Einstein approach and move forward.

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