Accurate Invoice = Happy Customer (Lesson 5)
Typically in an auto workshop, there are jobs that are repeated over and over again, requiring the same notes to be manually recorded each time.
Here’s a very simple example: when you are doing vehicle services, you would most likely check the vehicle’s brakes and report the wear on the front and rear pads. You’d probably write a note on each individual invoice, something to the effect of: “For your information – the front pads are 20% worn and there is 30% wear on the rear pads.”
Your customer will appreciate that specific notes were recorded as you or your staff were inspecting their vehicle. However, the problem lies in the fact that you have to write that note for every vehicle on every service or check.
The same repetitive note-taking happens when it’s time to itemise the services and charges.
Some computerised systems might allow you to type in notes and service details, but that can be a time-consuming exercise – especially if, like the vast majority of mechanics, you happen to be a two-finger typist.
Typing in repetitive details only slows down your productivity, reducing the time you could be spending working on growing your business. Even if you delegate some of this note taking and data entry to your office assistant, there are much more productive ways to leverage your staff’s time, rather than doing these types of repetitive tasks.
The ideal situation would be to have a system where you can create your own job codes and stories and be able to add them at the touch of a button – a massive time and money saver. A simple set up is available and can make your life as an auto workshop owner so much easier.
The story I told in my last article highlighted how easy it is to lose business because of an inefficient system that doesn’t create a sense of trust between your auto workshop and your customers. The story also highlights how easy it can be to win new customers with an efficient system that makes them feel secure about using your services. One business lost a long-term customer all because she didn’t understand the invoice, and when she needed assistance to clarify the costs, the staff member she eventually spoke to could not help her.
She felt frustrated and lost the trust she once had in the auto workshop. Even though she had relied upon the same shop for many years, this experience pushed her to take her business elsewhere.
When your customers understand what they are paying for they are much more likely to pay without questioning you and they are much more likely to return to your auto workshop time and time again.
Do you find it difficult in your workshop to strike a balance between using your time efficiently and providing detailed information for customers? Do you have systems in place for this, and if so, what are they? Please share your thoughts and experiences below.
To your success,
Australia’s #1 Automotive Business Growth Expert