Old Sarge - We should remember our vets, and not just on the 11th of Nov.
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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 carmcapriotto
Matt Fanslow explores the analogy between running a repair shop and the world of dating. He shares insights on first impressions, trust-building, and the value of substance over style in both customer relationships and shop management. Matt emphasizes the need for repair shops to maintain high standards of service and to view customer feedback as opportunities for growth.
Show Notes
Dating in Modern Times (00:01:15) Comparison of modern dating to historical dating and personal experiences with initial interactions. Physical Attractiveness and Shop Appearance (00:02:25) Reflections on interactions with physically attractive individuals, similar to the importance of a shop's appearance. Importance of Customer Reviews (00:04:54) Discussion on the significance of customer reviews, the impact of negative reviews, and the importance of backing up a shop's exterior with quality service. NAPA Auto Tech Training Sponsorship (00:11:34) Information about NAPA Auto Tech Training and its benefits for technicians and shop profitability. Constant Improvement in Customer and Employee Interactions (00:13:42) Emphasis on the importance of constant improvement in customer interactions and the parallels with employee relationships. Long-Term Relationships and Continued Accreditation (00:17:06) Discussion on the importance of continued accreditation and constant improvement to maintain long-term relationships with customers and employees. Shop Relationship Parallels (00:18:13) Drawing parallels between shop hiring and dating, emphasizing the importance of attracting and maintaining long-term relationships with employees. Attracting Talent (00:19:16) Encouraging self-reflection on what attracts and separates a shop from competitors, and the importance of perpetuating long-term relationships with employees. Promoting Training (00:20:20) Advocating for the importance of training.
Thanks to our Partner, NAPA Autotech napaautotech.com
Email Matt: [email protected]
Diagnosing the Aftermarket A - Z YouTube Channel HERE
Aftermarket Radio Network: https://aftermarketradionetwork.com/
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By Joe Marconi
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By carmcapriotto
Ready to dive into the critical topics of safety and compliance within the automotive service aftermarket? Tom Herrmann shares valuable insights on maintaining a safe work environment, including hazard communication, safety data sheets, labels for chemicals, and the importance of employee training and clear safety policies. Tom emphasizes the role of safety as a form of salesmanship, advocating for selling the importance of safety to employees rather than focusing on potential fines and violations. The episode aims to instill a sense of responsibility in listeners, highlighting the importance of safety to prevent accidents and maintain a productive workforce. Tom Herrmann, Small Business Safety & Compliance Company, LLC.
Show Notes
Tom's background and experience (00:01:28) Tom shares his experience as a safety officer for the federal government and a compliance officer in the dealership network. Hazard communication and safety data sheets (00:06:42) Tom explains the importance of hazard communication and safety data sheets for chemicals in the workplace. Training and safety policies (00:05:37) Tom emphasizes the importance of training employees and having clear safety policies in place. Labels for chemicals and emergency action plan (00:13:50) Tom discusses the necessity of proper labeling for chemicals and the importance of an emergency action plan for workplace safety. Hazard Communications (00:15:04) Discussion on the importance of hazard communication and the need for updated safety data sheets for chemicals. Lockout Tagouts (00:15:32) Explanation of lockout tagout procedures for equipment safety, including a real-life incident and the importance of proper training. Equipment Safety (00:16:44) Importance of tagging and locking out malfunctioning equipment for safety, with examples of floor jacks and bench grinders. Bench Grinders and Eye Protection (00:17:37) Discussion on the necessity of eye protection when using bench grinders and the importance of following safety standards. Safety Inspections (00:19:37) Importance of regular safety inspections to identify and address potential hazards in the workplace. Eyewash Stations (00:20:11) The significance of eyewash stations and their compliance with safety standards for emergency eye flushing. Personal Protective Equipment (PPE) (00:21:28) Discussion on the responsibility of shop owners to provide and enforce the use of personal protective equipment for employees. Respiratory Protection (00:23:36) Importance of respiratory protection, medical evaluations, and fit testing for employees working with hazardous chemicals. Life Safety and Lift Safety (00:26:55) Overview of life safety measures, including the certification of automotive lifts and the importance of proper vehicle positioning on lifts. Certifications for Lift Installation (00:28:37) Discussion on the certification process for companies that install lifts and the availability of qualified and certified lift inspectors. Proactive Safety Measures (00:30:09) Emphasizing the importance of proactivity in safety measures, including monthly inspections, resources available, and reaching out for assistance. Safety Specialist Training (00:31:19) Exploring the idea of having a safety specialist in the shop and the training options available through OSHA education centers. Equipment Maintenance and Compliance (00:31:55) Focus on the importance of maintaining equipment, including lockouts, respiratory protection, PPE, and machine guarding, as well as the significance of checking fire extinguishers. Finding Safety Consultants (00:32:28) Tips for finding safety consultants, including searching for safety consultants online and reaching out to OSHA for assistance. Importance of Safety Compliance (00:33:16) Highlighting the significance of prioritizing safety compliance to prevent work-related injuries and ensure employee safety. Thanks to our Partners, AAPEX and NAPA TRACS Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR 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/ -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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By Changing The Industry
Episode 144 - From Customer Conflicts to Industry Innovations with Arun Coumar
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By carmcapriotto
Danielle Vila discusses the importance of customer service in the industry and shares her strategies for quality control, the benefits of a reliable shop management system, and the significance of standing behind services and parts. The conversation also covers unique marketing strategies, the value of maintenance, community involvement, and the impact of these on business growth and customer trust. Danielle Vila, Red Rock Repair, Las Vegas, NV. Danielle's previous episodes HERE Show Notes
Selling Premium Work at the Shop (00:05:45) Exploration of how Red Rock Repair sells their premium work by building value and emphasizing customer service, with reference to a study on anxiety-inducing consumer experiences in automotive repair. The Importance of Customer Service (00:07:05) The significance of customer service in the automotive industry, including the role of the service advisor in building trust, explaining costs, and meeting customer expectations. The importance of customer experience (00:08:06) Discussion on the growing trend of customer experience and the role of a client experience officer in a company. Attention to detail in customer service (00:09:18) Importance of small nuances in customer service, such as offering different beverage options and ensuring a clean and well-maintained vehicle. Elevating services and competing with other shops (00:12:21) Challenges faced by small businesses including increasing labor rates, attracting good technicians, and elevating the overall customer experience. The importance of warranty and standing behind services (00:17:46) Discussion about the significance of offering warranty on services and parts, and the negative impact of not standing behind them. The success of a shop with a lifetime warranty (00:19:03) Exploration of a shop that offers a lifetime warranty and how it contributes to their success and customer focus. Hiring for attitude and culture fit (00:22:09) The importance of hiring employees with the right attitude and energy to fit into the shop's culture, and how it affects the overall atmosphere and success of the business. The CRM engine (00:25:37) Discussion on the importance of CRM in marketing and customer retention in the automotive repair industry. The toothbrush metaphor (00:26:33) Exploration of the idea of using toothbrushes as a metaphor to encourage customers to prioritize maintenance and preventive services. Community involvement (00:30:14) Plans to implement programs such as food drives and donations for local shelters to make a positive impact on the community. Supporting the local food bank (00:31:56) Conversation about the best time to support the local food bank, focusing on the needs during the summer months when children are home and may not have access to food. Thanks to our Partners, AAPEX and NAPA TRACS Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR 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/ -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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