Repairers should prepare a plan for growth as they enter the new year. Consolidation s effect took hold in many metropolitan markets across the U.S. and Canada. Prepare a plan focusing on both the sales and marketing requirements to secure work from competitors and also focus on the requirements of the production facility to meet turn-around goals and maintenance of customer satisfaction. To prepare your facility to compete against potential consolidators, or existing repair businesses in your local market, an in-depth analysis of the market should be performed. This analysis should include estimates of the dollar size of your trading area, an analysis of competitors and details on current and potential referral sources.
Customer satisfaction is of primary importance.
If you do not currently track customer satisfaction, this is a primary item to begin in the new year. Understanding a shop s operating and financial performance is a key factor in preparing the growth game plan. The importance of referrals from insurers, as a part of a DRP relationship, or direct from agents and claims staff is of obvious importance. Many repair facilities still miss the boat on non-traditional business sources of referrals. These can include towing companies, tire and wheel alignment shops, mechanical repair facilities and OE dealer relationships.