Five mechanics, two ramps, a front desk that also orders the parts and an owner who still turns a spanner. That is the workshop this is meant for. Not the franchised dealership with a call centre behind it.
If you are in this list, we would rather say so in the first conversation than in month three.
On the left what happens. On the right what becomes of it without a system.
A customer with a flat tyre tries before driving to work. The phone is still on the answering machine.
He calls the next garage on the list and you never hear about it.
The front desk has someone at the counter, the second line is ringing and a supplier is waiting with a delivery note.
Two out of three callers get an engaged tone. Nobody knows how many there were.
Eight hundred euros, neatly drawn up, sent by email. The customer says he will think about it.
Nobody follows up. In three weeks nobody remembers that quote existed.
The two o'clock appointment does not turn up. There is no time left to fill the gap.
An hour and a half of workshop stands still while the costs simply carry on.
They are in your system. Someone ought to send letters or messages about it.
It goes on the list for next week. That list has been getting pushed forward for two years.
Someone looks for a garage in the evening for the major service on his Passat and fills in the form.
It comes in at half past eight tomorrow morning. By 20:45 he has already booked elsewhere.
Six moments on one Tuesday. None of them is about having too few customers, and none of them is solved by working harder.
Put a figure on itIn almost every workshop the fastest gain sits in the same three places. That is where we switch it on first, the rest comes later.
This is the only gap you already know exists and whose size you do not know. Measurable immediately, closable immediately.
ThenYou already have the list. The only thing missing is someone who works through it every week, with a date attached instead of a request.
DanThe work is already done: the price has been calculated and sent. Only the final nudge is missing, and that is exactly where the margin sits.
Then come the other seven. See them all
A general assistant asks general questions. This system knows an MOT is an hour and a half and a timing belt is a day.
Seven characters and the conversation is no longer about which car it is, but about when it can come. Make, model, year and MOT expiry date are already there.
A tyre change, a service, an inspection and a clutch each need a different slot. An appointment that does not fit your planning is no help.
The two questions that delay every appointment. They are asked and answered in the same conversation, instead of over three call-backs.
Twice a year a tyre change, in autumn the winter service. They are the most predictable weeks of your year, and usually the worst prepared.
The customer's language is recognised and the conversation carries on in that language. For anyone near the language border, that saves half a front desk.
You read the messages before they go live and adjust them. A village garage sounds different from a business on an industrial estate, and so it should.
Every supplier has a list of capabilities. This list is more useful, because it decides whether you are disappointed after three months.
We take twenty minutes and walk through your Tuesday. What came in, what happened to it and where it got stuck. After that you know whether this is for you.
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