understanding today’s business practices
Part Ordering Made Easy
by Rob Rust
Once upon a time, when an independent shop owner or technician needed
to provide a quote to a customer, he/she likely would have had to have
taken the person’s phone number and promised to have given them a call
back after looking up pricing for the glass part needed and doing the
“Gone on are the days
of multiple phone calls to multiple suppliers.”
In the near past, sometimes this has required a call to one or more distributors
to find the most economical price for the part in mind. And, in more recent
years, while much of this information has been available online, it’s
required customer service representatives or technicians to visit multiple
websites and comparison-shop them—all while the customer waits impatiently.
Now, step into 2010. Gone are the days of multiple phone calls to multiple
suppliers. The auto glass business has actually become quite unique in
that shop owners and technicians are now able to price products in real
time using a variety of software systems—all while speaking to the customer
on the phone. This not only eliminates callbacks to customers—but probably
saves many of them as well, as they no longer have the chance to shop
around and find someone else with a ready-made “deal” while you’re calling
around for pricing from your suppliers, all to find out when you call
back that the work has already been given to one of your competitors.
We live in an “I-want-it-now” world.
But none of that’s an issue anymore. Using the software available to us
in today’s market, all of this can be avoided.
Modern software has the ability to gather those price and availability
times and automatically select, markup and order those parts—all while
the customer is still on the phone. This allows a higher close percentage—and
fewer lost sales.
Installed on your office PCs, your Internet-enabled laptops and other
devices allow techs or one-man businesses to search for part-pricing easily
and from the field.
Rob Rust is the point-of-sale software sales manager for Quest
Software in St. Johns, Mich. Mr. Rust’s opinions are solely his own and
not necessarily those of this magazine.
© Copyright 2010 Key Communications Inc. All rights reserved.
No reproduction of any type without expressed written permission.