SASKATCHEWAN, CA--Moose Jaw Truck Shop strives for customers to experience a "win" when they walk through the shop's doors. Business owner Justin Pryor and his team of state-of-the-art mechanics accomplish this by implementing a "triple-win system" that streamlines communication between mechanics, technicians, and customers.
Moose Jaw Truck Shop provides community-focused automotive care in Saskatchewan, CA.
Much like trucks, many moving parts are involved in a successful transaction, leaving space for miscommunication. The triple-win-system clears the path for successful communication.
"It's an easy way to communicate and have everybody involved come together quicker," Pryor explained in a recent interview with NYnewsyork.com reporters.
Moose Jaw Truck Shop opened in 2008 with Pryor at the helm. The family business expanded in 2016, and Pryor introduced the triple-win system in 2014.
The triple-win system ensures that employees know what's going on and when. It allows technicians to schedule repairs quickly and efficiently, and it has also helped staff members improve their customer relations.
"If we're all in the middle of a complex job, everyone understands the scenario instead of explaining the triple-win system. We now have the short-term slang. [We ask] 'is it a triple-win?" Pryor said.
The triple-win system helps the customer clarify their needs: Do they have a tight turnaround time? Are they trying to save money? The triple-win system presents three distinct approaches to the customer that will guide the transaction toward success.
Throughout the process, customers are sent updates via text or email.
Pryor likes to picture the triple-win system as a relay race; everyone has a specific part to play, an area of expertise that helps the customer cross the finish line in a satisfied and timely manner. "Everyone has their own agenda. The technician wants to fix whatever he was working on the day before, but that's not usually the case for the service advisor. It makes sure we're all chasing the same goals," Pryor said.
Timelines can be a stressful for both technicians and customers. The triple-win system helps quicken the turnaround time for complex jobs. Without the triple-win system in place, Pryor noticed a three-day lag. The team works on "time, not money."
Pryor prides himself on providing exceptional customer service by curating a welcoming atmosphere throughout the shop. He's currently working on a series of video tours for new customers.
"A lot of our potential customers will drive by the shop, and it looks like an industrial shop," Pryor noted. He hopes that the video tours will help new customers acclimate to the environment.
Pryor is deeply involved in every aspect of the customer experience at Moose Jaw Truck Shop. His focus on community-centric care has allowed the shop to thrive while continuing to provide a wonderful experience for customers, technicians, and employees—or, as Pryor would call it, "a triple-win."
