The Shop Management Show, AutoLeap’s new podcast, is back for part two of a discussion on 2024 shop planning.
How will you incorporate your customer feedback into shop planning? What do aggressive yet realistic shop goals look like?
We brought on an industry expert to help us tackle these topics.Â
Recap from episode 25
In episode 25 of The Shop Management Show, I was thrilled to be joined by Greg Marchand, COO of ShopPros.
Greg and I discussed:
- Addressing customer feedback before 2024
- Top practical tips for strategic year-end planningÂ
- And much more
Let’s get into some highlights from the episode.
Addressing customer feedback as the New Year approaches
Thinking about customer feedback is essential as your shop looks ahead to 2024.
Do you have negative Google reviews that haven’t been addressed? Take the time to write a thoughtful, professional response. It’s tempting to get emotional and make excuses, but stay neutral and apologize for their experience. Mention that you aim to deliver the best service possible.
Beyond online reviews, check in on your shop’s recorded phone calls. Greg says you will learn a lot about your service advisors and their customer interactions. From there, address how you need to improve. Training and role-playing exercises are two helpful resources for development here.
Setting aggressive yet realistic shop goals
We all feel ambitious! And if you’re a motivated shop owner, it’s easy to get excited and convince yourself that you will grow your business by $500K next year.
But it’s essential to ground your expectations in reality. Greg says you must evaluate and understand the resources you have to reach your revenue goals in 2024.
Greg mentions that he recommends a general benchmark of $200-300K growth to his coaching clients over the past year. But that number can vary depending on the shop.Â
His next point is an important one: never set goals with assumptions. For example, don’t assume you will successfully hire two certified techs next year. As the industry knows, finding qualified talent for your shop is easier said than done.
Instead, study what your techs can produce historically from a billable hours perspective. Then, set gradual goals to improve those billable hours for next year. Finally, discuss these goals with your techs and determine how to empower their 2024 success.
Closing thoughts
Check out this episode today for more shop planning tips to ensure a profitable 2024.
Subscribe to the Shop Management Show today! The podcast is available on Apple Podcasts, Spotify, and other popular streaming services.
