With the recent polar vortex sweeping across the nation, many businesses have endured setbacks. However, not all industries have suffered. The automotive repair industry is one that actually has benefited from the recent record-breaking weather conditions.
According to the IBISWorld report, the industry is expected to increase annually by an average of 1.2 percent over the next five years. With this prediction, the number of auto repair shops is estimated to increase to 221,033 shops by 2017. As we all know the average age of a vehicle on the road these days is near the 11 year mark, according to the AAIA. Most consumers are willing to invest and sustain the vehicle they have now, which is always a great thing for us.
Since the beginning of the year, Moran Family of Brands which include, Mr. Transmission, Multistate Transmission, Dr. Nicks Transmission and Milex Complete Auto Care has experienced double-digit increases in key markets. In areas that have endured the most severe cold weather and snow conditions – year over year we’ve seen same store sales increases in the range of 10 to 15 percent.
The cold and snowy weather conditions of late play a large role in the types of repairs that we take on. However the polar vortex is an exceptional case. With the recent harsh weather in some parts of the country, some cars have needed more care than usual. Many people are taken by surprise that their car won’t start and are now realizing that the maintenance schedule that they should have been following or the minor repair that they should have had done is now an emergency need.
A few things we’ve learned.
During the cold weather months, it is vital that as an automotive repair business owner you are fully prepared for what may come your way. Here are a few things to keep in mind:
- Prepare, prepare, prepare. Make sure your staff is fully prepped for an increase in foot traffic and volume of customers. This goes for everyone from your front desk to new trainees. Remind them that a happy customer is a return customer, after all this is a business built on loyalty. One of the problems that people are experiencing is after hour breakdowns and not knowing what to do. So having some brief instruction and towing contact information on your voice mail would be a plus to helping the customer.
- Inventory is key.During these times, know the most common parts that are likely to be needed by customers and stock up. Making sure your business is fully stocked is part of your responsibility. The last thing anyone wants is to have to turn away a customer due to the lack of proper parts.
- Have some foresight into the forecast. Check the daily or weekly forecasts and make your own conclusions as to what you think customers might be coming to you for. They’ll be looking at you as the expert and likely will not accept excuses about why you’re not able to fix their automotive issue.
- Educating your customers is more important than you think. Building that trust and rapport with customers increases the likelihood of them returning. When discussing issues with their vehicle, break it down for them. Try to get them to understand what the complication is and what you will be doing to fix it. Great customer service is vital in any type of business, especially ours.
In conclusion
The automotive repair industry is highly influenced by uncontrollable factors such as weather. Due to the radical weather we’ve been having, the overflow of cars needing repair has increased more than usual. It’s our job as professionals to be prepared and know, as much as possible, what our customers will need, if we’re able to do that, we will continue to succeed rain or shine.
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