vendor and in turn streamline the ordering process.” Ensuring all systems are efficiently run, Paterson thereby maximizes his profitability on a product.
Tools Of The Trade Many systems and tools that increase efficiency are available, and each business must decide what works best and what does not. As a small retailer, NVS Audio has found that the iPad and iPhone work best for them when it comes to invoicing and billing. “The Invoice 2 Go app lets me know what the number one product is [in the shop], the number one car,” Ramirez explained. “I can write an estimate outside with the customer without going back in, and email the estimate without ever coming back inside, giving me a chance to get the VIN number, address, email … that’s just for the quote.” Ramirez can then forward the work order to one of his employees, and they can print it. “If they have a question, they can add to it and resave it.” Ramirez also focuses on efficiency in the fabrication side of the business, stating certain tools decrease the amount of time spent on a task. When a tool can make lives simpler, everything becomes easier and more efficient. “We are loyal to the brands we use, using those brands over and over, so the techs get familiar with the brands, so there are less calls and less questions to tech support,” Ramirez added. “I use the product that’s going to work best for us and the customer. A lot of people don’t value labor, so they’ll buy, for instance, a 20 dollar cheaper remote start, and it takes an extra two hours to install. They just lost 180 dollars. I will spend more so the tech can move on quicker. We sell labor above any other product.” Another tool is simply attitude and approach, while increasing the efficiency of customer service itself is essential. “Customer service is another thing that needs to be a process and a priority,” Rowland said. “This is where every employee needs to be proficient. If it's a department, then a process is key here, if not then every employee needs to be an amazing representative for your business. Always a friendly smile and greeting. Offer to help, but don't hover. Good customer service wins over price—always.”
Tips And Tricks NVS Audio utilizes a white board to keep track of parts that need to be ordered, simplifying the process. Rather than wasting time talking about it, when the shop runs out of something, a tech can write it on the white board for the next order. “It’s the techs’ responsibility to write it down, and mine to order,” Ramirez said. “I am not flexible on that. I make a big deal about it. If they say there’s something we’re out of, it needs to be on the board. They write it down. I will give them a hard time if it’s not on the board. If it’s not there, then we’re not out of it.” This simple tool has proved a great timesaver for NVS, thereby increasing shop efficiency. It is important to spend time considering where the shop can improve. What are the strengths? The weaknesses? What works best, and what does not? Rowland recommended spending
me-mag.com 33