Where work comes from.
WHAT DRIVES CUSTOM
Reputation and word of mouth Location and visibility Trust Price, less than operators assume
WHY TRUST MATTERS MOST
Customers cannot verify what was done and they know it.
WHAT BUILDS IT
Honest diagnosis, including when nothing is wrong Not selling unnecessary work Showing evidence Charging what was quoted Standing behind the work
WHY DECLINING UNNECESSARY WORK BUILDS BUSINESS
It is remembered, and it is repeated to others.
WHAT DESTROYS IT
Unapproved work Bills exceeding estimates Recurring faults Vehicles not ready when promised
WHAT SOURCES OF WORK EXIST
Individual customers Fleet and business accounts Insurance and accident repair Referrals from other workshops for specialist work Dealerships, for overflow
WHY FLEET ACCOUNTS MATTER
They provide volume and predictability.
WHAT THEY REQUIRE
Reliability Fast turnaround Invoicing they can process Credit terms
WHAT TO ESTABLISH BEFORE TAKING ONE
Whether the rate and terms are viable.
WHAT SPECIALISATION PROVIDES
Referrals from generalists, and better rates.
WHAT TO CONSIDER
Becoming the workshop others send difficult work to.
WHAT TO MAINTAIN
A record of customers and their vehicles.
WHAT THAT ENABLES
Service reminders, which produce repeat work.
