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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's Blog1 commentHave I got your attention? Great.
Let me start by saying that I believe in giving praise when deserved and letting employees know when they dropped the ball. However, the truth is that no one enjoys being reprimanded or told they messed up.
The question is, what is the appropriate balance between the right amount of praise and the right amount of critical feedback? According to studies done by Harvard Business School, the ratio of praise to critical feedback should be about 6:1 – Six praises for every critical feedback. I am not sure if I agree with that.
From personal experience, I would recommend a lot more praise. The exact ratio doesn’t matter. What’s important is that before you consider giving critical feedback, ensure you have given that employee a lot of recent praise. If not, whatever you are trying to get through to an employee, will fall on deaf ears.
When you do have to give critical feedback, remember a few things:
Focus on the issue or behavior; never attack the person, and remain calm in your actions and words Ask the employee for feedback, their side of the story Speak to the employee in private Address the issue soon after it happens; never wait Don’t rely on second-hand information; it’s always better if you have experienced the situation yourself that you want to correct Have an open discussion and find things that both of you can agree upon Have an action plan moving forward that the employee can take ownership of Use the experience as a learning tool Make sure you bring up positive attributes about them Remember, you don’t want the employee to be angry or upset with you; you want them to reflect on the situation and what can be improved. One last thing. Everyone makes mistakes. We need to be mindful of this.
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By Joe Marconi
When I was in business, each year for 41 years, we experienced a slow down in February. The reasons are many, but by the second week of March, things went back to normal.
However, from what I am hearing from some shop owners, they are concerned. They point to riding this wave of business since coming out of COVID, and fear that the wave may become a trickle.
What is your opinion? Good times are still here? Should we be concerned?
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By carmcapriotto
How has Matt Lachowitzer been able to expand his multi store business while maintaining the culture within it? How did his team support each other through the sudden passing of a key manager? It all starts with building better people. So how do you do that? How do you find those unicorns that want to grow with your company and lead better lives themselves? Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE Show Notes
Lost a key manager that passed away in the shop- 43 years old. Got the shop back together with the help of the other shop managers. Paid everybody for the day off for the funeral and for the day that they closed. Promoted within and already had potential employees in the wings- always be recruiting. A new hire must read 2 books (Customer Service Revolution- John DiJulius and Unstoppable- Dave Anderson) and will spend 30 days in training before they're really set loose. Multiple different layers of managers- district managers, store level managers, shop foreman, and a lead tech that oversees all the shop foremen. Don't just build better team members, but rather build better people. Focus on hospitality training. Rip off and duplicate- nothing's new, you just have to make it yours. FORD - family, occupation, recreation, and dreams. Acquisitions- owners retiring, consolidation. What is your exit strategy? Pay attention to Opportunities- little things that matter. Do research and homework on the company before investing in or buying them Advice if you want to grow to multi shops- have a phenomenal team before starting a new shop, people who want to grow with you. Share your goals with your team. Be transparent. Have your finances in order. Solid systems and processes. Keep the career path aligned so they're growing and seeing the value and the work they're putting in. Connect, build a relationship and have a coach. You learn from every interaction, every moment of everything you do if you allow yourself to be able to be open to it. Launched ‘Hammer Consulting’ Coaching
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 www.NAPAAutoCare.com Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
During Today's episode #97 I’m going to be talking about: Chris’ recent doctor's visit, Kimberly’s Old rocking chair & Having value in what you do.
Chris, what are you talking about???? Kimberly’s Rocking Chair 89.00, 47 pictures, clear communication Recent Dr. Visit 2000.00 per hour, very concerned about how I would pay. If these people can charge that, so can you. Self Esteem Do it responsibly and with thought. We can’t just throw stuff against the wall.
To listen to more episodes make sure and go over to iTunes and or Spotify.
Don't forget to rate and review us!
Connect with Chris:
940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
YouTube: https://bit.ly/3ClX0ae
Email Chris: [email protected]
This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced:
30% increase in revenue by improving transparency and trust
50% reduction in time spent researching and ordering parts
10% increase in profit margins through robust reporting
Click here to learn more about AutoLeap and schedule a demo:
AutoLeap Link: http://bit.ly/3GRgO88
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Have you ever experienced the butterflies in your stomach when you start a new job? You arrive on the first day and feel lost as surrounding employees are busy at work. What is your onboarding process for new employees? How do you make their first day efficient, comfortable and welcoming? Listen to learn just one thing and commit to finetuning your onboarding process
AJ Nealey, Nealey Auto Service, Edgewater, MD. Listen to AJ’s previous episodes HERE Sam Craven, The Garagisti, Houston, TX. Listen to Sam’s previous episodes HERE. Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX. Listen to Edgar’s previous Episodes HERE Key Talking Points
You always want to make sure that your customers have a great experience, especially if it’s the first time that customer is in our shop, so why do we not make sure we do the same with our internal customers? Start the onboarding at the last step of the interview Listen for unsaid things- Why are they leaving? What didn’t they like? “Tell me more” and listen Create a meaningful connection “Be interested, not interesting” Trust your existing employees as they collaborate and give feedback on the new employee Try to get them training before they start on day one, so they can be as productive as possible on their first day Set expectations early, hold accountable Multi-step interview process “You want reality to be better than the brochure” Set expectations early, hold accountable Use technology to your advantage- send an offer letter and paperwork ahead of time, email set up, tablet, passwords/logins, accounts google docs, messaging, etc (Gusto) Employees want to know what you do for your team members, culture, “Culture beats strategy.” “Do you have any questions for me?” on a phone interview You are not hiring a robot, you are hiring a person. That person has interests, likes, and dislikes, preferences on things that may not matter to you but matter to them. Do you know what they like to be called? Do you know if they are allergic to something or do not like a certain food? If you are looking for successful onboarding, you have to care about the person before anything else. As always, people come first.
Connect with the Podcast
Aftermarket Radio Network
Subscribe on YouTube
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Follow on Facebook
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Buy me a coffee
Important Books
Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
Click to go to the Podcast on Remarkable Results Radio
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