 |
Steve Knowlton
SK Motorsport |
Steve, tell us a little about you and your shop.
My name is Steve Knowlton and I own a specialty repair and performance shop in Bellingham, WA that specializes in German vehicles. I am currently the Service Writer with one full time and one part time tech, with me still doing some wrenching. I am in the middle of finding a second tech to get me out of the back for good.
I started out selling parts from my garage at home, then gradually built up a performance parts business. As the parts business progressed I also started doing more and more repairs and performance modifications for my customers. I decided to officially become a service and repair shop about 5 years ago.
Since doing the Service Writer School what changes have you made in your shop?
Well, a lot has changed since I signed up for the Consulting and Training Program three months ago. In addition to what I learned at the first weekend of workshops, the Service Writer School has made a huge difference in how I handle my customers.
I had a rough customer one week that had me in an emotional headlock that lasted through the entire weekend. I spoke to my consultant about it and he suggested I look at doing the Service Writer School. He said one of the points that it covers is how to handle difficult or angry customers. So I went ahead and signed up to do it while I was in Glendale for my first weekend of Workshops.
My attitude with handling customers has changed completely. With each customer that comes in now, I look them in the eye confidently, listen to their needs and make them feel as comfortable as possible talking to me.
I just focus on the work they need done and on selling them the services they need.
We now do complete inspections on every car, I no longer feel bad if a customer needs work that they didn't expect, or get rattled by someone with a bad attitude. I am a much calmer, confident and focused person now. I just honestly sell and deliver the services that my customers need.
What stands out as the best thing you learned while doing the Service Writer School?
The art of conversation and human interaction, being able to comfortably talk to my customers, stay calm and be confident. The course really just chilled me out. I learned how to handle all the various types of people that can walk through your door in a given day.
I know I can handle customers and sell!
Have you seen an increase in your Average Repair Order and Gross Sales?
Without a doubt, my Average Repair Order has gone up substantially. It has increased each of the last six weeks since going to Glendale and taking the class.
Not only are my Average Gross Sales up 30% over the last six weeks compared to the previous six weeks before the Service Writer School, they have stabilized in a higher range. I no longer see the peaks and valleys I used to have on my graphs when I was unable to effectively deal with challenging customers.
What would you say to other shop owners considering doing the Service Writer School?
I'd say the same thing everyone who I spoke to that had done that class said to me. "I wish I would have done it sooner." I am the guy that did it sooner and I have seen the immediate results. Definitely do it, you won't be sorry.
Click here to email a Service Advisor or call your Service Advisor at (818) 500-9631 for more information or to sign up!
|
