I’m used to sharing insights with the independent repair shop community but I want to offer parts suppliers across Canada a deeper look into the world of independent shops. Understanding the origins and mindset of these shops can unlock opportunities for stronger partnerships and business growth.
These insights are not just theoretical but stem from real-world experiences and interactions with shop owners and technicians. By delving into their day-to-day challenges and aspirations, we can foster a more collaborative and supportive industry environment.
The mindset
Independent repair shops face numerous external pressures. They frequently voice frustrations about inaccessible information, rising tool costs, public parts sales and uncooperative dealers. While these challenges are significant, they reflect the changing landscape of the industry rather than insurmountable obstacles. It’s often easier for repair shops to blame external factors than to make internal changes, partly because there are few platforms for them to vent constructively.
As you read this, you might recognize some of your customers in these descriptions.
So, how can we move forward? The answer lies in balancing transactional needs with building strong relationships.
It’s often easier for repair shops to blame external factors than to make internal changes, partly because there are few platforms for them to vent constructively.
Practical tips for parts suppliers
Tip 1: Simplify returns and order policies
A simple, easy-to-understand returns and order policy can make a huge difference. Provide clear signage and parts bins for drop-offs and returns at the shop. This common understanding streamlines the process, making it slick and painless for both your team and theirs.
Tip 2: Consistency is key
Feedback from repair shops often highlights the inconsistency of reps’ visits.
Typically, a visit goes something like this: “Hey John, how’s it going? Any returns or problems for me? Bye!” This doesn’t build a relationship.
Establish a solid schedule for your reps and hold them accountable for growing the business. Equip them with tools to add value during their visits.
Tip 3: Address stock issues
Help independent repair shops manage their stock better. Report on stock turnover for their most-used items and discuss this during regular rep visits. This educates your customers about parts business dynamics and separates consumables from other items, allowing for focused conversations about bulk versus individual purchases.
Tip 4: Consider consignment
Consignment can be a game-changer for top-performing stores. By consigning their top lines to the store and having reps check and restock during visits, you not only ensure they have what they need but also give your reps a chance to manage obsolete or unused stock. This frees up capital for the shops and strengthens your relationship with them.
Independent repair shops want more parts in stock and faster delivery, while parts suppliers aim to build relationships. These goals may seem at odds, but they can be harmonized
Building relationships
Independent repair shops want more parts in stock and faster delivery. Meanwhile, parts suppliers aim to build relationships. These goals may seem at odds, but they can be harmonized. By addressing practical needs efficiently, you lay the groundwork for stronger, more collaborative relationships.
Consistency, clear communication, and proactive problem-solving are key. Understand your customers’ challenges and provide solutions that make their lives easier. This approach not only boosts their business but also strengthens your standing as a reliable partner.
Conclusion
The world of independent repair shops is filled with passionate, hardworking individuals who face unique challenges. By understanding their origins and mindset, parts suppliers can develop strategies that address their practical needs while building lasting relationships. Simplifying returns, maintaining consistency, managing stock effectively, and considering consignment are just a few ways to bridge the gap.
Ultimately, the success of your partnership with your repair shop hinges on your ability to balance transactional efficiency with relationship-building. Embrace this dual approach, and you’ll not only meet their immediate needs but also foster loyalty and mutual growth.
Please write in and comment on this article if it resonates with you. Your feedback is invaluable in continuing this important conversation.
Greg Aguilera is a director of IAC Canada, an organization dedicated to the management development of repair shops in Canada. He can be reached at greg@intautoconsulting.com.
Leave a Reply