Auto Repair Shop Owners: Consistent Moments Build Your Reputation
Consistent Moments Build Your Reputation
by Rick White, President 180BIZ (Estimated Read Time 3 minutes)
I will talk to you about reputation and where reputation happens. Your reputation is built on moments, and you have a choice with these moments.
Moments of Mediocrity are about being the same as everyone else.
You can have moments of mediocrity, which is where you feel the same as everyone else It’s very transactional. They think, “Yep, I got what I paid for and that's it.” Which unfortunately is most shops in our industry. We settle for mediocrity.
Moments of Magic have the wow factor.
The second type of moments are moments of magic. This is where you do something unexpected. It doesn't have to be expensive or take a lot of time. It’s a wow factor. Something as simple as calling a client every day to let them know the status of their vehicle. Something like, “Yep. We’re still waiting on the parts. I just wanted to give you an update.” That would make a huge difference for a lot of people. In my personal experience, where I live, I have to chase them to find out what's going on with my vehicle. When they say, “We'll have it done by Thursday,” and I haven't heard anything on Thursday or Friday, I have to call them on Monday. They say, “Oh yeah, it was done on Thursday.” That's terrible. So, you want to create moments of magic.
Moments of Misery create a negative experience.
When we're not paying attention, we're either creating moments of mediocrity or even worse, moments of misery. That's where either our attitude or our performance creates a negative environment and a negative experience. You can have a really bad reputation, no reputation, or a great reputation. It all depends upon moments of misery for a bad reputation, moments of mediocrity for no reputation, and moments of magic for an amazing reputation.
Moments of Magic must be consistent.
Moments of magic are amazing. But the keyword is consistent. You must have consistent moments of magic. Why? Because if you have a one-time event, it may be a moment of magic, but it's a story, not a reputation. If you have inconsistent moments of magic, you have confusion. It is only with consistent moments of magic that you can build a reputation. That doesn't mean it's going to happen. There are many times when you do, and people don't say anything. That's okay. You want the word on the street, that's your reputation.
“I want to have a reputation as someone who cares.”
When someone asks, “Hey, have you ever heard of 180 biz?” I want my reputation to be out there, so I do my very best to step up and show up in a very consistent manner every single time. I'm not worried about being perfect. I'm not worried about using the perfect words. I'm not worried about sentence structure. I'm concerned about getting my point across to you in a way that makes a difference and gets you thinking. So, maybe you're doing something different throughout the week and getting a better result. That's what I'm looking for. That's the reputation I want. Someone that cares, someone that goes above and beyond. That's the reputation that I want, and I shoot for it every single day.
Moments of Magic are not grand gestures.
These moments of magic are really small things. These are not grand gestures. Such as remembering their name, remembering an event, remembering their child's name. It’s so they feel seen, heard, and appreciated. This is where reputation lives.
And at the same time, understand that you can't make it happen. You can't create a reputation. Reputation is a byproduct of how you show up. It truly is consistent moments of magic that invite people to come in and play and talk positively about us.
If this video resonates with you, please share it. I guarantee you there's someone out there that needs to hear this message.
Also, if you want to see the Reputation webinar video, click this link to go to my Pocket Business Genius webinar series.
If you or another shop owner could use some guidance and direction, please come on into our Shop Owners’ Round Table.
God bless. Stay safe, have some fun, and go make some money.
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