These days information can be found on just about anything, and pretty much instantly. It is important to know what your customers and potential customers expect when they enter your shop. There are a few key signs that the savvy consumer looks for that could make or break a sale. Additionally, being caught guilty of some of these could lead to distrust and some scathing reviews. Knowing what your customers expect could put you into a position to drastically increase confidence and in turn, sales.

Most of the issues fall under one large umbrella “Communication”. Sharing information freely is increasingly important in trust building as internet access is readily available, and people become more likely to check-up on what they are told. The first thing a new customer will look for is a sign that you are a trustworthy shop. Certifications like AAA or ASE can go a long way in reassuring a wary shopper, so have these displayed prominently.

Another key to ease the fear of being misled is to fully explain what the issues are with a vehicle and what repair options are available and necessary. Although most customers may not understand all of the technical knowledge you convey to them, it will at least reassure them that there is a legitimate issue and give them solution options. As we are all aware a statement of “you need X replaced immediately” can lead to a hasty demand for a second opinion if no supporting information is provided.

For more information on what customers are looking for in an auto body shop click here. Keeping your customers’ confidence can lead to positive word of mouth, reviews, and more customers!

To keep everyone up-to-date on the helium shortage we would like to share this article released by popular mechanics.

In general the helium debacle comes from a government mandate to sell off all government controlled stores of the gas by 2015. The reasons for this being an issue are primarily two-fold. First, since helium is currently only able to be harvested as a bi-product of natural gas mining it is not easily obtained, and even more difficult since most natural gas wells are not helium rich. The other problem is that there has not been a strong development of private sector effort to supplant the government supply. Combined these have led to a shortage in supply and capacity for production.

Congratulations to everyone at Terry-Haggerty Tire Company, for being the winner of the $250 survey prize drawing! Out of everyone that completed a survey Terry-Haggerty was the lucky winner.

The Terry-Haggerty Tire Company has been in operation for over 60 years and operates in 6 states throughout the Northeast.

It is their extensive experience and expertise in the workings of a number of different vehicle categories, as well as their dedication to customer service that has been the driving force behind their continued success and growth.

To quote the owners directly:

“We continue to grow and expand because we stay current with changes in the tire industry and we make a point of remaining dependable, friendly and cost effective.  Our customers know that they can absolutely count on us if they need help – 24 hours a day, 7 days a week, anywhere in the US”.

Thank you to everyone that filled out a survey for Noble Gas Solutions, and congratulations again to our winner. To learn more about Terry-Haggerty Tire Company you can visit their website here.

Tool Crib Management and Job Costing:
Save 25% almost overnight!

June 22, 1:30PM

Description: Increasing accountability is the key to job costing. When you are able to identify who is using what supplies and when, you can directly relate costs with specific jobs. IVM’s Scott Beck will present on how tool crib management plays a major role in manufacturing cost control.

“Imagine the cost savings your company could actually realize when you can truly control the distribution of critical supplies and costly assets? That’s the power of Automated Supply Distribution from IVM.”

The concept is relevant to medical and scientific industries as well. The term tool crib could be replaced by utility room, medication room, supply room, etc. Basically, the concept involves managing supplies in order to reduce waste and increase accountability. Space will be limited to allow for a more personalized feel and to make sure most questions can be answered. Register today and guarantee your spot!

POSITION SUMMARY

The Business Development Specialist is engaged in prospecting, qualifying, disqualifying, and presenting gas and related supplies solutions to manufacturers, mechanical contractors, fabricators, and other industrial companies within the greater Hudson Valley and Southern NY markets.  This usually consists of uncovering needs with buyers, shop foremen, project engineers, program managers and business owners.  The focus is on identifying areas where Noble’s superior technical expertise, service, and agility as a local distributor can improve a customers’ application and use of gases and related products to find the solutions that work best for them.

The successful Business Development Specialist will have a history of finding and closing new business with sales cycles of 3-12 months which average $25,000 in annual revenue, and will increase gross profit in this segment by at least 25% year-over-year versus 2011.

KEY PERFORMANCE INDICATORS

The best Business Development Specialists are good at dealing with rejection and are able to manage their time, which is evident by their daily activities.  They are able to effectively question and uncover customer needs.  They are able to walk away from unqualified prospects and move on to real opportunities.

Successful Business Development Specialists are able to apply their knowledge of the customer’s industry and the use of gases, welding supplies and related products to provide solutions to customers’ problems.

When they present their solution, they focus on the customer pain or problem and not the features and benefits of the product.  They have great personal presence and the discipline to follow a repeatable process with a history of consistent and reliable pipelines.

Customers freely share their satisfaction with the level of support and follow-through they received from the successful candidate.

The Business Development Specialist is comfortable selling to a variety of levels within an organization, from the shop floor to the corner office, and has a strong desire to earn more than $100,000 through a performance-based situation.  They have a history of exceeding quotas and achieving bonuses.

DESCRIPTIONS OF JOB FUNCTIONS

• The Business Development Specialist will be responsible for developing a prospecting/sales plan that will result in achieving their first year goals and the development of a targeted pipeline for 2012 business worth $500,000.  A suitable prospecting plan would typically include and follow-up in the form of cold and warm phone calls and walk-ins, email, mailings, bid/proposal responses, and referrals.
• Prospect for industrial gases and related products opportunities in manufacturing, fabrication, contracting and other related industries.
• Understand what a good fit customer looks like, what the capabilities, uses, and applications are of industrial gases and supplies, and manage customer expectations to them.
• Cold call prospective clients and set discovery appointments.
• Get past gatekeepers and build relationships with key decision makers.
• Pre-qualify prospects according to customer’s pain, budget, and decision-making process.
• Present solutions to qualified prospects and customers.
• Manage the sales process from prospecting through close, with a clear understanding of where they are in the process and a clear next step.
• The company utilizes a team approach to customer service and the Business Development Specialist will need to identify and enlist the help of their peers to successfully serve the customer and close the opportunity.
• Build weekly/quarterly activity plans, maintain, and document all sales activities in CRM software and maintain an accurate and up-to-date pipeline of opportunities.
• Prepare for and participate in weekly and quarterly sales team meetings.
• Be able to communicate effectively both formally and informally amongst team, prospective customers, and customers.
• Consistently meets productivity metrics mutually agreed upon with management.
• Travel throughout the designated territory by car, manage time and territory.

Desired Skills & Experience

Education: Bachelor’s Degree preferred in Business Administration, Management, Sales & Marketing or related field.

Experience: Minimum of 5 years experience in sales with a solid track record of finding and closing new business, meeting and exceeding quotas, ideally within a related industry.