Girl in a Mechanics World

So, as I’ve been taking service sales training using the NAPA online training center my confidence level has definitely improved. I’m nowhere near our two designated service managers but, at least I’m trying.

Normally when I go get the mileage off of a vehicle, I’ll check when the vehicle’s next oil change is due. I’ll casually remind the customer that their oil change is due and will be unsure if I should add it on to the ticket. Sometimes, one of the technicians will tell me that the customer is due for a safety inspection so I’ll bring that up since the customer is already in the shop and might as well take care of the inspection.

I’ve been able to order and sell tires when needed and check for tire alignment as well. There’s always an intimidating feeling trying to discuss issues with a customer’s vehicle and not knowing their reaction. But, my self development course taught me it’s always about the approach. The main thing is honesty and sincerity are always the best approach. It is always about giving the customer options on their recommendations. And I’ve learned you shouldn’t get offended if the customer doesn’t want to get something done because maybe it is just not a good time for them. So, hopefully by practicing I’ll get to where our senior sales managers are. Practice makes perfect.

In the past few months, I have been working on self-improvement. How do I do this? Every day for about an hour I try to find some time to complete an online course through the NAPA auto care training center.

This week my focus was on communication. I’ve learned that communication is all about approach and the person you are speaking with has to be ready to listen to what you have to say or your point won’t get across. Also, people communicate in different ways some of those ways are by words, tone, eyes, and gestures. I personally don’t make a lot of eye contact but I use a lot of body language. My body language looks like I have ants in my pants!

When communicating, there are several key steps involved. First, you must prepare yourself and the other person, next, send your message and always check for understanding. When having a conversation you should never interrupt, let the person finish and really pay attention and show interest.

I’ve also been learning about service sales. The main thing I’ve gotten out of this training it is that honesty is the best policy. You should never try to over sell your customer because that is how you lose trust. Always recommend what they really need and help prioritize what’s needed first. Trust between services writer and customer is important because if trust is established than they become loyal customer. I even started writing my name as the service writer for the tickets that I write up. If the service work is something small, I’ll take it upon myself to bring it up to the customer to see if they want to get it done. I mean what’s the point in learning something if you’re not applying it?

Now, I have just started the MS Office portion of the training class. It’s pretty much everything 101 the basics of windows. Even though I know the basics already it doesn’t hurt to review. Practice makes perfect and there is always room for improvement.

She might be new, but she is no rookie. Wednesday when I came into work, I notice that Teresa was doing everything from ordering parts to answering phones to selling tickets. Can you say “Wonder woman?” I think within 20 minutes of being at work, I finally notice something was off. Or should I say someone, apparently Gabe our service manager was at home sick. Thankfully, it was today and not Monday or Tuesday our crazy first days of the month. It was a good day for him to stay home sick we are pretty consistent and Scott (owner) doesn’t have a thousand errands to run. But back to Teresa I wouldn’t ever be able to do what she did today just jump on in and take over. She is rocking it! I guess her mommy skill of multi-tasking kicked in and that why she’s able to juggle everything today.

I always looked at working here as a man primarily atmosphere. Teresa has shown me that we girls can also kick butt when it comes to cars. We can do anything they do but better. So it motivated me to do things I normally don’t do like take in invoices and post them. I guess all I need was someone not to hold my hand but someone to show me just to jump in or you will never learn. I personally think Gabe should take more days off. That way we can kick butt!

Okay, so I’m really over writing about these snow storms. I always thought I was a winter person but, this year winter came way too early and lasting a little too long. Winter in my book has over stayed its welcome. Last week I seriously thought it was over the sun was out and it was almost 70 degrees so I decided to do some spring cleaning around the shop Teresa, our service writer, brought in her Yankee candles. I really think the candles bring out the feminine side of Steve’s auto repair, especially with the “Midnight Oasis “smell. I pulled out my magic eraser and started to scrub off the grease stains that the technicians have left behind. I even Windex the doors and all the glass windows.

Teresa brought in her steam vacuum and we detailed our cars. The guys aren’t the only ones that can keep their cars clean. Mine looks like a closet but I’m determined to keep it clothes free! I can even say it looks 20 times better from when I got it from Hendricks Honda. But the sparkle only lasted about a day because this weather can’t make up its mind.

As usual once a month Scott and ST, the owners, are nice enough to buy lunch for the shop. But this time since we have our new service writer, Teresa, the guys were offered some help with the cooking. Of course, they didn’t ask me because all I can do is toast a pop tart and even then the side might be a little burnt.

Anyways they had been planning this chicken homemade lunch for the past week and finally the day arrived. Tuesday, when Teresa was grabbing the chicken out the refrigerator she got chicken blood all over her arm. See, if that were me I would have puked. So clearly they asked the right person to make lunch. But poor thing came in so tired on Wednesday from baking and preparing the chicken that she had to cancel her evening hair appointment, which she had really been looking forward to.

But oh my gosh, I thought I was in love with Popeye’s chicken, but it doesn’t even come close to Teresa’s homemade chicken. She even went as far as making homemade yeast rolls and Cole slaw. Talk about food coma, I’m so ready for a nap.