First, appropriate service content.
1. Understanding customer needs
Automobile stores aim to provide services for automobile-related consumers, including automobile sales, automobile insurance, automobile maintenance, automobile maintenance, automobile beauty, automobile cleaning, automobile scrapping and recycling, etc. Or a combination of several of them. How to do it specifically depends on the specific regional location and the consumption level of the crowd.
Personally, I think car maintenance, car maintenance and car beauty are still better, because many families have bought cars in recent years, and many car owners choose repair shops with good service quality and low price to do maintenance or repair after the three-guarantee period.
2. Analysis of competitors
When determining the project, we should also consider the situation of companies or operators providing similar services, such as: peer number saturation, business years, business location, scale, technical service quality, service price, profit model, profit, word of mouth and so on. If the quantity is saturated, it is best not to do it, so even if you are strong, it is not easy to make a big profit.
3. Analysis of its own comprehensive strength
The most basic things to run an automobile service shop itself should include personnel (store manager, sales, technology), tools and equipment, raw materials or accessories, business premises, and relevant business licenses (business license, environmental protection, safety, etc.). ), start-up capital and working capital. These investments depend more or less on the location and scale of operations.
4. Determine the business scope
According to customer demand, competitors' strength and their own comprehensive strength, the business project and business scope are finally determined.
SWOT analysis can be used to fully compare and analyze the external environment and its own strength, find out the advantages and disadvantages, maintain its own advantages, avoid disadvantages or formulate feasible preventive measures against disadvantages. Have a clearer understanding of the whole project and business environment and determine the most suitable service content.
Second, good management.
After determining the service content, it needs strong execution to ensure that the project can achieve the expected goal. The most basic thing is to ensure the following operational contents (comparable benchmark companies):
1. Good organization
Clear responsibilities, clear rewards and punishments. A good organization should have good staffing and clear responsibilities. The store manager should have the decision-making power of all business operations in the whole store, and have both ability and political integrity; Senior management should make reasonable allocation according to the business scope and volume, and make clear the specific work content, and should not be ambiguous.
Make a business plan
Careful business plan is an important guarantee for the success of the project. By making a plan, we can clear our minds, determine what to do in each step, identify risk points and formulate preventive measures for risks. The overall plan and sub-business plan of the whole store, the plan of the whole store should include a three-year plan, broken down into months; Sub-business plans should be at least annual plans, broken down into weeks.
3. Develop a service manual
The content of the service manual covers the objectives of providing services and the connection process between related businesses, so as to ensure the orderly development of the overall service. The specific content module should be determined according to the business scope. But the most basic should be the necessary employee etiquette norms, customer property management norms, financial norms, employee safety operation norms, equipment maintenance norms and so on.
4. Service specialization
Service specialization should be considered from the factors of operation maturity, personnel cooperation, personnel skill level, troubleshooting accuracy and troubleshooting time. In order to facilitate the cooperation of personnel and improve skills, the corresponding methods are standardized (such as fault diagnosis method, fault maintenance method, car washing process, etc.). ) should be formulated to promote personal skills improvement and teamwork. A high-level service personnel generally do not need to study documents, but it involves the cooperation of many people or business departments. It is necessary to formulate corresponding methods and processes, which can reduce unnecessary prevarication and be conducive to the cultivation of new people.
5. Respect customers, innovate and improve.
The accumulation of experience is the most effective way to improve service quality.
In the process of work, timely record the problems reflected by customers and problems found in the work, analyze the key points, formulate countermeasures, and publicize them to relevant business personnel.
Third, superb skills.
The key factor of service quality depends on the skills of personnel. What problems customers have can be solved quickly and accurately, so as to retain customers and ensure the sustainable development of the store. Improving the skills of business personnel is an important and continuous work.
Training is the main way to improve skills, including master taking apprentices, professional teaching, internship, exchange meetings and so on. Training plans should be made for different business personnel and strictly implemented. On the one hand, it improves the sense of belonging of employees, on the other hand, it improves the quality of service, and at the same time, it has a talent pool, which has laid a good foundation for the later business development.
In a word, running a car shop seems small, and its basic elements are the same as running a big company, and they are indispensable. Its focus is on setting goals, integrating resources and improving business skills.