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By Joe Marconi in Joe's BlogI recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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By Joe Marconi
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By carmcapriotto
Through role playing exercises, our panel demonstrates different approaches to selling and communicating with customers. They emphasize the importance of understanding customer needs, building rapport, and being direct when necessary. The discussion covers the significance of tone, trust-building, technical knowledge, and authenticity in customer interactions. The episode concludes with a focus on continuous learning and the value of a supportive work environment. Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE. Matt Bellinger, Service Plus, Watertown, NY Ali Norton, Rozema’s Car Care in Hudsonville, MI. Lee Fleming, SA Coach with Empowered Advisor Megan Dineff, Ervine’s Auto Repair and Grand Rapids Hybrid, Grand Rapids, MI Show Notes: Previous Service Advisor Role Play Episodes Megan's role-play (00:03:31) Megan, as the "friendship advisor," interacts with a customer and presents service recommendations. Discussion on customer buying style (00:06:48) Analysis of Megan's approach as a "friendship advisor" and its relevance to customer interactions. Matt's role-play (00:09:44) Matt, as the service advisor, interacts with a direct dominant customer and presents service recommendations. Discussion and feedback on Matt's role-play (00:11:37) Feedback and analysis of Matt's role-play, focusing on adapting to the direct dominant customer's buying style. Discussion on adapting to customer style (00:13:06) Importance of reading and adapting to the customer's communication style and preferences. Ali's role-play (00:17:50) Ali, as the service advisor, interacts with a technical customer and engages in initial conversation. Technical training impact (00:21:48) Discussion on the impact of technical training on service advisors and its potential misuse. Adapting to customer buying style (00:25:20) Advisors discuss the importance of adapting to the customer's buying style and the need to gauge their interest in technical information. Reading customer tone and style (00:27:26) Advisors share experiences and techniques for reading and adapting to customer tone and buying style. Building trust with new clients (00:33:44) Strategies for building trust and relationships with new clients, focusing on value proposition and setting expectations. Providing the Best Customer Experience (00:36:30) Tips on how to communicate to customers that they will receive the best experience at the auto repair shop. Empowering Customers to Ask Questions (00:37:23) Encouragement for customers to ask questions and for service advisors to be open to asking technicians for information. Being Authentic with Customers (00:38:19) The importance of being authentic with customers and ensuring that correct information is provided, even if it means putting them on hold. Learning from Customers (00:40:23) The value of learning from customers and the impact of technical training on the industry.
Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter (X): https://twitter.com/RResultsBiz -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Radio advertising can be very successful for marketing an auto repair shop, but we have a specific strategy we like to employ.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Stan Stokes and Eric Renninger from Iron Fist Consultants discuss the evolving roles of service advisors in the automotive industry, the impact of COVID-19 on consumer behavior, and the role of technology. Gone are the days of going purely on gut feeling; today, maximizing conversion rates means utilizing every bit of data available. Operationalizing data and effective communication are fundamental aspects of a positive customer journey. Stan Stokes and Eric Renninger, Iron Fist Marketing Consultants. Stan's previous episodes HERE Show Notes
The changing landscape of the automotive industry (00:02:08) Discussion on the need to assess and train service advisors based on their fit for the evolving job role in the automotive industry. The impact of COVID-19 on consumer behavior (00:05:14) Exploration of how consumer behavior shifted during the pandemic and the changes in the role of service advisors as a result. Assessing service advisors' fit for the new job role (00:06:38) Discussion on the importance of assessing service advisors' fit for the new job role, specifically in terms of their appearance, communication skills, and ability to handle phone conversations. Utilizing Tools and Impact on KPIs (00:09:23) Discussing the use of tools and key performance indicators (KPIs) to identify the approach to take with customers. Assessing Natural Tendencies and Hard Wiring (00:13:04) Highlighting the value of understanding individual strengths and natural tendencies to improve communication and avoid frustration in the workplace. The importance of creating a positive work environment (00:16:38) Discussion on the significance of providing great environments for employees to foster job satisfaction and prevent turnover. The need for measuring effort and output (00:17:15) Exploration of the challenge of measuring the effort and output of service advisors and the importance of having tools to assess their performance. The cost of wrong hires and the need for alignment (00:21:26) Highlighting the expenses associated with hiring the wrong people and the importance of aligning trainers and service advisors to improve performance and culture. The consumer journey and operationalizing data (00:25:04) Discussion on the value of understanding the consumer journey and the need to operationalize data in the automotive industry. The importance of phone interactions (00:25:32) Highlighting the significance of phone calls and how the way advisors handle them can impact the guest experience and the success of a shop. Assessing and measuring effort and output (00:29:38) Exploration of the process and system that allows shop owners to assess and measure the effort and output of their team members, and how it can be used to improve performance and compensation. The science of the customer journey (00:33:05) Discussion about the customer journey and the importance of customer experience in the automotive industry. Measuring the during and follow-up (00:33:46) The need to measure and track the communication and follow-up with customers during the service process. The importance of trained service advisors (00:40:28) Discussion on the importance of having trained service advisors who can handle customer calls and book appointments effectively. Assessing and training service advisors (00:41:03) The need for a process to assess and train service advisors in order to improve customer interactions and conversion rates. The role of service advisors in business success (00:43:45) The significance of having skilled service advisors to support the business by booking appointments and ensuring customer satisfaction.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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