MOPAR, Chevy, Ford, BMW…
Meet up at any local car show, race track or even just hanging out with friends and you’ll most likely find someone with an affinity to a particular make or their favorite ride. But, there are many humorous disses associated with the acronym of certain marques: Fiat, (Fix It Again, Tony); MOPAR (Most Often Passed At Races); or Ford (Fix Or Repair Daily).
When we peer even deeper at “FORD,” however, we find an acronym that we can use to cement relationships with our team, vendors and our customers. Connection is the glue that bonds relationships, and creates loyalty, trust and grace when an unintended issue pops up. It could be not completing a car on time, losing your temper with a staff member or even being late on your parts bill.
Connection can be the difference between an employee getting his feelings hurt and walking out the door, or cutting you some slack because they know you care about them as a person first and a worker second.
Poet and author Maya Angelou put it best: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
If we are honest with ourselves, we’ll understand that many of our decisions are based on feelings. Knowing this, you’ll see just how important it is to take a genuine interest in those around you. The key word here is genuine – a half-hearted effort will do more harm than doing nothing at all. You don’t want to be known as someone who appears to care simply to get a benefit from another person.
How do we make these connections? Simple: use the FORD method.
This is a fantastic tool for enhancing communication and building relationships, whether in your service center or any other groups you might be involved wi th outside the shop.
FORD is an acronym for: Family, Occupation, Recreation and Dreams. Let’s break these down.
Family
Family is a cornerstone of most people’s lives, often extending beyond traditional structures to include close friends, pets and a supportive community. Even those without a conventional family setup usually have a network of loved ones they consider family.
It’s easy to weave family into most conversations. You don’t need to get personal, just look to connect. You might ask things like:
Do you have any children or pets?
- Why Ask? This opens the door to talking about important family members, fostering a personal connection and showing genuine interest in their lives.
You might have some clues by looking in and around the car. Car seats, for example, are a dead giveaway. Window decals, toys or even pet-related objects can also give you a sense of what to ask about.
Are you originally from this area, or did you move here with your family?
- Why Ask? This question provides insight into their background and can lead to shared experiences or local recommendations. You might have a common bond because you may originally be from the same region of the country.
I’ve found as a transplant into my community that I always have something in common with new arrivals to our city. We are all from somewhere else and we know what it’s like to be new to the area. Being a helpful resource for businesses you’ve found can be huge. Knowing where to locate their favorite hometown food can create a really fun connection if you are from the same town. Pizza like we loved in Buffalo, NY, can be pretty hard to find in Houston; but I’ve found a great local pizzeria and when I share it with a fellow Buffalonian, it’s like sharing the “secret handshake.” This is the beginning of a great connection.
Occupation
Occupation is one of the most natural and easiest topics to talk about. We all identify with what we do for a living and when someone asks us, it’s easy to talk about. Starting with “What do you do?” is always a reliable approach.
What do you do for a living?
- Why Ask? This straightforward question opens the conversation and gives you insight into their professional life.
How did you get into your line of work?
- Why Ask? Learning about their career path can reveal shared interests and experiences, creating a deeper connection.
One of my favorite questions that can really open things up is “What is it about (your occupation) that drew you to it? Notice I used the word “what” instead of “why.” Though you don’t mean to, asking someone why they did something can automatically put them on the defensive.
By incorporating questions like these into your conversations, you can build rapport, demonstrate genuine interest, and create a more engaging and meaningful dialogue.
Recreation
Recreation encompasses all the activities you enjoy outside of work. To brighten up a conversation, start with questions like, “So, what do you like to do outside of work?” or “What do you like to do on the weekends?”
If these questions feel direct, weave a personal story into the conversation to ease into the topic. For example, you could say, “What sports do you like?” If you are in a region that has a pro sports team or see they identify with a certain college, inquire about their favorite team. Or you could say, “I just got back from a trip to Florida to escape the cold weather for a bit. Do you like to travel?”
Even if the person has completely different interests, this can lead to a richer conversation. Show curiosity about their recreational hobbies and ask follow-up questions. This approach makes the other person feel appreciated and valued, leaving them more energized and positive about the interaction.
Dreams
Everyone has dreams, whether it is about their career or different aspects of their life. For those of you who are not a fan of small talk, this topic can quickly lead into deeper, more meaningful conversations. To be honest, though, I like to reserve this topic for a later conversation with someone, not for the first time we meet.
This topic can be especially helpful with employees because they work with you as a means of achieving their dreams, whether that may be a new car, home, vacation or retirement. As an owner you should be keenly aware, because the more you help them achieve their goals the higher the likelihood they will stay employed with you!
When I incorporate dreams into the conversation, I ask a question like, “Where do you see yourself/your business in five years?” This usually leads to the perfect opportunity for me to let them know I am on board with helping them get there. Zig Ziglar reminded us that, “You can get what you want by helping others get what they want.”
John Reeves is one of our clients and understands the power of connection – it is a core talent of Reeves Auto Repair. He shared how this came to be by sharing a story of his early days working for another shop. He says utilizing the principles of what he’d learned at a Vin Waterhouse class on customer service transformed his entire outlook.
“I learned that we are not selling auto repair, we are selling good feelings and peace of mind,” John explains. “I learned three simple principles which changed the course of the shop I was running and set me up to run a successful shop of my own eventually. These principles, greeting the customers by name every time, building rapport with every customer and always smiling on the telephone, are crucial.
“By implementing them, I was able to turn a failing gas station into one of the highest-rated auto repair shops in the city,” Reeves says. “This was the stepping stone to eventually opening the doors of our own business.”
John shares these principles with his team and carries forward what he learned many years ago, noting that customer satisfaction and having the loyalty of his staff are the reasons for his success.
He says, “When Katie and I started Reeves Auto, we carried these principles with us. Today, we have again become one of the top rated auto repair shops in the city.”
Will you use FORD to drive your shop forward and better connect with your customers, employees and vendors? Doing so will ensure that your shop will stand out from all the rest.