A Parts Pro Should Think Like A Beatle

A Parts Pro Should Think Like A Beatle

I’m on the 100-step plan toward becoming a Beatle. No, I’m not going to get a mop-top haircut and learn guitar (actually, I play drums), but I’ve been reading a great business book. It’s called “Come Together: The Business Wisdom of the Beatles,” by authors Richard Courtney and George Cassidy.

In 100 short chapters, “Come Together” illustrates how to start or run a successful business by using examples of what the Beatles did. It doesn’t literally say, “If you want to start a smoothie shop, do this.” But you can glean from the lessons the Beatles offer how any business could be successful.

Throw out the notion that the Beatles were some overnight success (they weren’t) or that the band’s success was based purely on talent. The members of the Beatles knew what they didn’t know and found people who could do things better than them. For example, John Lennon knew he wasn’t nearly as good a musician as Paul McCartney and McCartney could actually tune a guitar.

Co-author George Cassidy says Lennon was actually unsure whether he wanted to hire McCartney because he felt McCartney was too good and would outshine him. Cassidy says Lennon stepped out of his comfort zone and realized hiring McCartney would be better for the overall organization and that McCartney would shine, thereby allowing the whole band to shine.

A big lesson of the book is to fire yourself and hire a good manager. The Beatles were actually poor managers of themselves and needed to hire a good one. Before manager Brian Epstein came along, The Beatles had incurred debts at music stores to buy their equipment. And they weren’t very good at finance. After Epstein was hired, he paid off the debts with money from made from shows, put the band on an allowance and began truly managing their finances. He kept overhead low. He bought them clothes and laid out a roadmap, including where they’d been on tours and where they were going. This allowed the members to do what they were truly good at: making music.

The band kept improving their product as time went on. Before hitting it big, when they made a record that was rejected by a record company, they didn’t keep sending the same one. They made a new, better record and sent that. Before too long, they were signed to a major label.

The Beatles’ work ethic was unparalleled. As co-author Richard Courtney notes in an interview, in 1964 alone, the band made two feature films, wrote and recorded three albums and toured the world, twice. Though it was hard work, they did it eagerly because they were passionate about what they did. A lesson gleaned from the book is that unless you have passion for what you do, forget it. You’ll never get through all the trials and tribulations that will come along in any business.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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