Consistent customer relations

Map Branches

• Service
  • We answer all phone calls within 5 rings
  • Our primary interest is in our customer and their needs
  • All commitments are met on time and in full
  • We estimate the time and cost of all jobs before taking them on, and let the customer know of any changes.
  • We educate our customers
    • Safe driving
    • Recommended service schedules
    • Why the services are necessary
    • The care we take with their car
  • We provide all customers with a limousine ride back to work/home while their car is being serviced
  • We always provide the customer's favorite drinks and snacks while they wait
• Quality
  • Every vehicle is thoroughly checked by another mechanic before returning it to the customer
  • All parts used are manufacturer supplied or recommended
  • All vehicles are returned to their owners spotless
• Target market
  • Wealthy People
    • People who don't have to worry about higher costs of service
  • Car Lovers
    • Must have the absolute best for their cars
  • Motoring Enthusiasts
    • People who want to be able to chat to their own personal mechanic about the details of their vehicle
  • Speed Demons
    • People who must have that extra KW out of the engine at all costs.
• Business Ethics
  • No corners are cut
  • Our word is our bond
  • Keep our promises
• Marketing/Sales
  • Margins
    • Stock only the highest quality products
    • Don't discount - up-sell service
  • Average dollar sale price
    • Observe up-sell opportunities
    • Provide several solutions to issues, and push the best one
  • Number of Transactions
    • Phone call service reminders/chat about the vehicle
    • Stickers in their cars reminding them of services due
  • Conversion rate
    • Consistent customer relations
    • Instant access to their records
    • Remember what their car is
    • Always get their details
    • Take an interest in the customer
  • Leads
    • Annual motor show
    • Star Motoring Guide
    • Vehicle registration database
    • Motoring enthusiast magazine
    • Word of mouth
• Placement
  • There are no nasty surprises at Joe's
  • Joe's is the highest quality repair joint in town
• Staffing
  • 2 apprentices
  • 12 A grade mechanics
  • 2 foremen
  • Workshop director
  • Secretary/Personal assistant
  • Manager
  • Owner/CEO

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