When I first started my shop, I was turning wrenches with my team, selling at the front counter, and running the place. But, no matter how busy I was, I would always walk around the counter and sit on the couch next to our customers. I would talk with them, not only about their cars, but I would also find out what’s going on in their lives.
I did this because I care about the customers just as much as I care about their safety when they’re driving on the road. And I teach my team to genuinely care, too.
When it’s time for them to present an estimate, and a customer is sitting over on a couch, they don’t call that customer over to the counter. Instead, they walk around and go over to that customer.
![](https://cdn.prod.website-files.com/642459614fc351e33df0ab06/647a3e349a089b5114372655_6282a26b9bee970fe6b65823_Project_20210508_0051-2.jpeg)
Doing the presentation side-by-side creates a bond and a level of being equal.
The biggest secret that I have for shop owners is to hire a coaching company. I wish I could go back in time and do this earlier, but I hired a coaching company back in 2017.
There are so many coaching companies that are out there, and they really push that customers are numbers. But I wanted to find a coach that values their employees and customers the way I do, someone who builds a relationship with people, because me building a relationship is what got me where I'm at.