Industry veterans generally know their peak business times. But, for reasons they’re not always entirely sure, sometimes companies get hit with a throng of customers needing parts and/or service.
Dealing with rush periods is a part of doing business. Handling those periods correctly is a part of doing business well.
Ron Middleton, president at Middleton and Meads, says it’s important the shop provides the same service during a rush period as it would during a typical day.
“Don’t overlook things and don’t make mistakes. If there’s something you’re supposed to do when the work is steady, you have to do that when you’re busy, too. Also, always tell the truth and don’t overpromise. If it’s going to be a week before you can start on their vehicle, tell them,” Middleton says. “I’ve realized customers respect you when you tell them the truth. They’re not going to go away; this is a partnership.”
Vince Mathews, owner of Capitol Clutch & Brake, says with the ability to buy virtually anything on the Internet, the aftermarket industry needs to stress personal service, “such as voices on the phone instead of machines and greeting people when they come into your store.”
He adds, “Personal service has more value than ever. My advice to [the industry] is to really work that to death. I think most distributors do, but there are probably some who don’t pay as much attention to personal service as they should.”
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