OT, you are getting some great info. I broke out on my own a little over 17 years ago and am happy I did. A couple of thoughts if you don't mind me offering. First of all, I suggest investing in rental uniforms and a clean straight van with some decals. It shows you are in the biz- and that you are professional and there to compete with the Big Boys. Use a Daytimer or planner of some sort and read the directions on how to use it effectively. I use an iPhone (as our techs do now) for contacts. When I score a new customer I get their approval to go in and assign unit numbers to all of their lifts- and I write the number on the mast with a paint marker. I start with Unit -, and get model, SN, fuel system brand, mast height, mast #'s if a Cascade/ Liftek, the sideshift brand and model and if applicable, the operators name. All of this goes in the phone for future repairs. And it shows the customer you intend to be efficient with their service times.
Then... This is important and hopefully you feel this way- set your labor rate within 20-30% of the Big Boys. And never sell the potential customer that you are "cheaper". You didn't go into business to be the cheapest, you are a Premium Independent Forklift Repair Company. Over the next 5 years or so, you can raise your labor rate $5-6 dollars an hour. Every year. Your value to customers is that you care, you do what you say you are going to do, and you work smart. As money allows, continue to invest in your van stock (ignition parts, common LP/ Impco parts) and good tooling. We are at $97 per hour which is actually higher than some of our Dealerships. And last- I'm not sure what it takes today to purchase from TVH, but do everything you can to satisfy their requirements if possible. My wife pays her salary and more with our parts profit.
A couple of last thoughts- when I started I purchased our first computer and Quick Books. And I read the book to understand how to set up QB. I talked to my attorney, set up a corporation and enlisted an accountant. I bought a new gas air compressor and an old Ford Cargo van for $1800. Painted it in the backyard and added decals myself. All of this with $5000 I borrowed from a finance company.
And last thing, I promise. I put a Credit Information Sheet together. And on it, I listed three vendors I had managed to get credit at through the years- a local Napa, a hose company I used- don't remember the other. Anyway, each month I paid those three vendors on time, no matter what. Before I paid me I paid those vendors I referenced on the sheet. You are gonn need credit. And as things progressed, I opened accounts with Joseph Industries, Hader, Midwest Directional, etc.
Good luck. And give us some progress reports!