The Shop Management Show, AutoLeap’s flagship podcast, returns with part two of a podcast discussion on multi-location shop expansion and management.Â
How can you maintain your customer service standards across different shop locations? What does it take to build a strong multi-shop brand presence?
We explored these topics in detail with the help of an industry expert.
Recap from episode 34
In episode 34 of The Shop Management Show, I was thrilled to be joined by Greg Marchand, COO of ShopPros.
Greg and I discussed:Â Â
- Choosing a leader to support your multi-shop expansion
- Measuring success across your shopsÂ
- Strategic advice for shop owners managing multiple locationsÂ
- And much moreÂ
Let’s recap some key points from the episode!
Maintaining quality service across shop locations
Greg discusses how vital customer service is for your shop’s brand, especially for any expansion plans you have down the line.Â
He also points out that establishing a customer service culture starts with hiring. As a shop owner, you need to refine your hiring process. Build a team that cares about your brand of customer service, from the processes you have in place to the sincere approach you take with customers.Â
With thoughtful hiring, a trustworthy team, and proper training standards in one location, you can develop a strong customer service experience that translates across multiple shops.
Building a multi-shop brand presence
Your shop’s brand matters! This is especially true as you expand beyond two locations.Â
Greg says you don’t need to do anything different for marketing at different locations. Whatever marketing you find effective in your first business will still work well in new shops.Â
But when you have several locations, Greg says it’s important to layer your marketing. You should do this to achieve two things: increase car counts and build brand awareness. Greg says radio and local TV advertising can help you with the brand aspect of these goals.Â
Don’t take on this process alone! Greg recommends partnering with a specialized marketing company when you get to this point. They will help your auto repair business build its brand and attract customers.Â
Closing thoughts
Subscribe to the Shop Management Show today! The podcast is available on Apple Podcasts, Spotify, and other popular streaming services.
