In this edition of "Ask the Board," we interview Brian Michel, Vice President of Operations at Grease Monkey, an automotive maintenance franchise. Michel shared his tips on how a business can thrive even when many other companies are offering the same products and/or services as your company.
Contrary to popular belief, your business can succeed in a crowded market. All you need is hard work, creativity, patience, and these words of wisdom.
Empower your employees
To increase employee retention and build trusting relationships, empower employees to take initiative and make decisions. Keep open lines of communication, and make sure employees are celebrated and appreciated.
By creating a supportive environment where ideas are valued and contributions are recognized, businesses can harness the full potential of their workforce, which will have a positive trickle-down effect on customer satisfaction.
At Grease Monkey, we find it helpful to not micromanage employees while still being hands-on and making sure managers are available to the team for any questions. In terms of recognizing employees, we're always sure to send positive reviews to the team and acknowledge specific employees who provide exceptional customer or automotive services.
Building positive customer relationships fosters loyalty and encourages repeat business, ultimately setting the business apart in a crowded market.
Brian Michel, Vice President of Operations at Grease Monkey
Ensure efficient operations
To ensure that both customers and employees are happy, it's crucial that the operational side of your business runs smoothly. From a corporate level, make sure all your stores are well staffed, are open during the right hours, and are in excellent physical condition. Additionally, prioritize training staff members properly to cut back wait times on certain services.
To streamline operations, we encourage everyone associated with the brand to live by the tagline "Done fast, done right." This mantra encompasses how our brand should operate and acts as a motivator to our employees and a promise to our customers.
Maintain a knowledgeable staff
A knowledgeable staff instills confidence with customers and enables the business to deliver consistent and high-quality services. At Grease Monkey, we prefer to hire individuals who have knowledge of and interest in the automotive industry.
Once employees are hired, invest in training programs and resources to ensure that everyone has the necessary skills and expertise to perform their jobs effectively. We want the people who work here to be experts in our services to properly assist customers.
In our experience, the most valued employees in this industry possess a sincere interest and genuine passion for the automotive field. At Grease Monkey, these qualities take precedence over formal education levels during the hiring process. In fact, it's a common practice for us to onboard individuals straight out of high school and build on their existing knowledge. We believe that true expertise is cultivated through hands-on experience and dedication.
Build positive customer relationships
Prioritize personalized interactions and exceptional customer service to cultivate strong relationships with customers. Listen to their needs and concerns attentively, and strive to exceed their expectations at every touch point.
Respond promptly to feedback and resolve any issues promptly and effectively to demonstrate your commitment to customer satisfaction. Building positive customer relationships fosters loyalty and encourages repeat business, ultimately setting the business apart in a crowded market.
At Grease Monkey, we understand that customer satisfaction and loyalty are of the utmost importance, and the brand's annual goals always include improving customer relationships and prioritizing their experience.
CO— aims to bring you inspiration from leading respected experts. However, before making any business decision, you should consult a professional who can advise you based on your individual situation.
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