Don’t freak out: Uncertainty is the norm

by | Jun 5, 2025

Uncertainty and trying times have always been a part of our existence as humans.

It also seems that as soon as we solve one problem another problem arises, or we create another problem ourselves.

In the last century there have been some stable times in our countries, and maybe we forgot how things can change, and we got complacent or comfortable. One of the ways I face life and business is to control the things I have control over, in order to face the uncontrollable or the unexpected. This is how we coach our clients.

Just yesterday a client told a story of having to deal with an expensive comeback that potentially was not their fault.

It was complicated, but the shop owner decided to do the whole repair for free to keep the client happy. He said that he could afford to do that now after being coached on how to be profitable.

A couple of years ago they would have fought the whole thing and lost the client, all because it would have broken the bank that week.

If you are profitable, you can afford a lot of things. You can take advantage of special pricing on equipment. 

You can pay staff more and retain the best. You can offer staff benefits like shared RRSPs. You can cover warranties and comebacks even though your supplier might not look after you. You can pay yourself more. You can afford enough staff that you can work normal hours and maybe take a day off for yourself. One of our clients is now walking his children to school three days a week. Something he never dreamed of 5 years ago.

Even if things do slow down due to the current economic climate, there are still things you can do. Of the 4 shops that we have tried in the town we moved to a few years ago, not a single one sent us a reminder that we were due for service, or that they had set time aside for us to put on our summer tires. If I hear them complain about a recession, I will blow a gasket. I am driving an hour today to a shop that looks after us the way I train it. I will drop the car off with after hour key drop, pick up the courtesy car key from a lock box. They will service it tomorrow and communicate via text and email and I will pick it up after hours tomorrow. It’s not that hard!

I have been hearing horror stories about consumer experiences at new car dealers, and a few unfortunate ones at some aftermarket shops as well.

If you want to survive a recession here are a few things that are easy to do that will separate you from the competition. 

1. Answer your phone. Be friendly when you answer. Use your name. Ask how you can be of service. You will not believe how many dealerships and shops do not answer the phone in a timely manner or reply to voice messages at all. Or when they do answer they answer in a brusque manner, and do not identify themselves. It is like they are answering the phone grudgingly.

2. Offer the ability to make an online appointment request. The latest research shows that of all online appointment requests, 35% happen after hours. Your customers are just as busy and overwhelmed as you are. Make it easy for them.

3. Be transparent about the repair experience at your shop. Do what you say you are going to do. Update the client throughout the day as to the progress of their vehicle.

4. Offer after hours drop off and pick up. The tools to do that are not that expensive.

5. Use good digital vehicle inspection software to educate your clients about the condition of their vehicle. Pictures and videos are a much quicker way to explain something than over the phone. Imagine trying to explain to a client over the phone that they need a control arm bushing, versus sending them a picture of the cracked bushing.

6. Even if parking is tight, always have one spot open near the customer entrance so it is easy for them to pull up and drop off their car. As soon as they leave, move the car and open the space up for the next person.

Believe it or not, this level of service is already way above most new car dealership and many aftermarket shops. The sheer lack of caring, training, and organization at many dealers and aftermarket shops makes the car service and repair experience a nightmare. It is not that hard, stop overthinking this, focus on the basics.

Be friendly and patient and understanding, your clients are going through the same things you are. Just by being empathetic with their challenges will put you above and beyond your competition.

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