Succession Planning Is Harder Than It Sounds

Succession Planning Is Harder Than It Sounds

Our own business actually had a succession plan, (we owned a five-store chain and one service center) and believe it or not, we did not execute our plan for nine years, until we felt the time was right.

By Allen Markowitz and Allan Gerber

Succession planning not only takes years of thought and planning, but also a good deal of gut-wrenching decision-making, for which many of us are not prepared. We see this over and over again while speaking with the younger generation at our seminars who are genuinely frustrated that there is no plan in place to continue a family business when the time is at hand. 

Our own business actually had a succession plan, (we owned a five-store chain and one service center) and believe it or not, we did not execute our plan for nine years, until we felt the time was right. During all of those years we continued doing business as usual, but knew that our plan was in place. 

Many of us have been in the industry for a very long time. If we do not have family members who are not only interested in continuing the business, but are actually capable and motivated enough to do so, then what a better way to end our careers than a buyout by a company that can actually pay us a fair price for our years of hard work?

Succession planning is not as easy as you might think; perhaps this is why so few of us actually prepare. The initial dilemma is how to place a value on the business? What about all of  that old inventory, we might feel that it is worth big bucks but I guarantee someone valuing your business may have a different point of view. Next, we have aging computer systems, beat-up vehicles and on and on. While all of these things work well in our world, they may not have much value to a suitor and may even be a liability especially if there is a cost to replace or update them.

We also will have to deal with our employees (the independent’s most coveted asset): will they stay and thrive under a new regime or will they leave? And lastly, will you have a place in this new arena and for how long?

None of this gets answered on the first go-around, which is why succession planning requires deep thought and internal honesty. 

Our goal is to bring in an unbiased view to a business as to its dollar value, staff and overall assets. The value of this outside opinion, from someone who has been there, is to assist with those gut-wrenching decisions which are so difficult to make.

Allen Markowitz and Allan Gerber operate Auto Biz Solutions, which provides training, marketing, management and business consulting services to both the automotive jobber and independent repair shop.

For more information, go to: www.autobizsolutionsllc.com
or e-mail [email protected].
 

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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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