THE SHOP

November '18

Issue link: https://nbm.uberflip.com/i/1035833

Contents of this Issue

Navigation

Page 61 of 135

56 THE SHOP NOVEMBER 2018 do, even on the simplest level. "No matter how big or small, plan it out," Cassity advises. "Map out your store hours and closing times in advance. Spell everything out so your customers, your staff and even you, yourself, know the plan and can stick to the plan. If you don't have defined hours, how does your team know when they are supposed to work? How do your customers know? "While a lot of owners like to run their business from their hip or gut, that's typi- cally only effective if you're a team of one," he adds. "It's difficult to hire and work with others using those same traits and guidelines, so it's best to spell it out." Cassity also encourages owners to be efficient with their down time—and to do more during it. "Down time should be used to clean your store, to call up existing customers, to create marketing plans, make displays, etc.," he suggests. "We create daily punch lists of extras that need to be done in our down time. Without using that down time and creating the punch list, the store would be an absolute disaster." A CUSTOMER- (AND WORKER-) CENTRIC BUSINESS Like many aftermarket shops, Tunes-N- Tint has a strong focus on customer satis- faction. But the shop has a unique business model. Every member of the staff is cross-trained in all departments, allowing them to truly work as a team and interact with customers on a regular basis—whether that means helping clients on the sales floor or offering recommendations for future upgrades. "We recognize we are in the customer service industry and just happen to sell X," Cassity says. "We are very keen to the customer's experience and our customer interactions." Tunes-N-Tint also has bios for its tech- nicians on its website (tunesntint.com), so customers can learn about their back- grounds and feel more comfortable trusting the team. "We care about our techs—sometimes it's just that simple," says Cassity when asked The store has eight full-time associates and two part-timers. Every member of the staff is cross-trained in all departments, allowing them to truly work as a team and interact with customers on a regular basis—whether that means helping clients on the sales floor or offering recommendations for future upgrades. Well-Oiled Machine

Articles in this issue

Links on this page

view archives of THE SHOP - November '18