Service Adviser / Writer Interview Process
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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's BlogA recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
The study also stated that in 2021, many companies were convinced that giving raises, sign-on bonuses, and other perks would solve the worker shortage problem and prevent people from quitting. However, this strategy did not work. So, what does work regarding attracting quality people and keeping them employed?
Essentially, it all comes down to the culture of your company. Management: do all it can to consider the individual needs of your employees. Your employees want to feel that they have a voice, that their opinion counts, and that their role in your company is both respected and recognized. Yes, pay and a great benefits package will go a long way toward making your employees feel secure, but that’s only financial security. People want more than money.
To attract and keep top talent requires creating a company that people feel proud to work for. You need to reach the hearts and minds of your employees. Become a leader that people are enthusiastic about working for. You want your employees bragging to their friends and family that your shop is a great place to work!
Step one to attracting and retaining quality employees: Create an amazing workplace environment for your employees! Trust me, happy employees make happy shop owners too!
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By Joe Marconi
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By carmcapriotto
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
In this podcast episode, Coach Chris Cotton discusses the importance of having a business coach for independent auto repair shop owners. He lists 16 reasons why having a coach is beneficial, including providing accountability, fresh perspectives, and unbiased insight. A coach can also help with setting attainable goals, improving organization, and celebrating wins. Additionally, they can assist with growth strategies, financial management, employee management and training, and industry expertise. Coach Chris emphasizes that having a coach is essential for shop owners to achieve their dreams and take their businesses to the next level.
Should You Have a Business Coach? [00:01:44] Coach Chris Cotton explains why everyone should have a business coach, the challenges of running a business, and how a coach can help you achieve your goals.
Unbiased Insight [00:06:40] A business coach provides unbiased constructive criticism and insights that friends, family, and coworkers may not be able to offer.
Fresh Perspective [00:08:02] A business coach can help you identify problems and solutions that you may have overlooked due to being too involved in your business.
Growth [00:07:29] A coach can help you create a strategic business plan to boost growth, qualify your database, and generate leads.
Balance [00:08:21] A coach can teach you how to balance your professional and personal life, encouraging you to take breaks and prioritize work-life balance.
Employee Management [00:11:50] A coach can assist in building a strong team, providing guidance on hiring, training, and retaining skilled employees, and implementing performance management systems.
Don't forget to rate and review us!
Connect with Chris:
[email protected]
940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
Youtube: https://bit.ly/3ClX0ae
#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
The podcast episode features a Rad Air Complete Car Care facility tour in Strongsville, Ohio. Carm speaks with Mike Munger, the location's franchisee, and the franchisor Andy Fiffick. We discuss the design of the facility, the number of bays and technicians, and the types of services offered.
They also mention the company's reputation for being able to fix cars that other shops cannot. The conversation shifts to the importance of building a strong company culture, providing employees with a shower and a full kitchen. They also tour the service advisor area and office, discussing the shop's busy schedule and the various seasons that bring in different types of business. The episode highlights the importance of staying up-to-date and providing excellent customer service in the automotive industry.
Watch Full Video Episode HERE Designing the Facility (00:00:17) The design of the facility, including the number of bays and technicians, and how they designed the facility from the ground up. Fixing Cars that Other Shops Cannot (00:05:03) How their company has carved out a niche in the community by fixing cars that other shops cannot and how they have a reputation for being able to fix any car. Franchise history (00:06:47) The history of Rad Air Complete Car Care and how it became a franchisor. Employee culture (00:10:27) The importance of treating employees like family and providing them with amenities such as showers and a kitchen. Booking Schedule (00:12:59) Mike Munger mentions that they are generally booked a week out, but currently only a couple of days due to the slower season. Seasonal Business (00:13:20) The three busy cycles of the business: winter, driving season, and summer. They also mention that they have not had a winter or spring yet, which affects their business. Evolution of Business Model (00:17:07) How their business model evolved from being a radiator and air conditioning shop to a complete car care service, adding tires, hybrids, and EVs to their services. They also mention how they had to pivot to stay relevant in the market. Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
Connect with the Podcast:
-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
"The service advisor is the face of the brand and the first point of contact for customers." Join our round table discussion as our panel shares their experiences and strategies of successful service advisors, highlighting the importance of communication skills, creating a positive customer experience, and building customer trust and rapport. It's also essential to be an educator rather than a salesman and help customers understand how to maintain their vehicles to avoid breakdowns. The discussion also emphasizes the need for investment in service advisor training and development. Courtney Archer, Service Advisor, Global Car Care, Wenatchee, Washington.
Mike Elceser, Service Advisor, D&K Automotive Repair.
Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.
Show Notes:
Watch Video Episode HERE (00:03:11) The importance of tonality and creating a positive first impression when answering the phone to potential customers. (00:05:31) Mike and Courtney discuss their different backgrounds and how they became service advisors. (00:07:31) The important traits of a service advisor include listening, customer service, and technical knowledge. (00:08:48) Mike and Rena discuss the importance of listening to customer concerns and solving their problems, rather than just focusing on the car repair. (00:12:14) Courtney and Rena discuss the benefits of listening to calls with a coach, who can provide positive feedback and help advisors improve rather than just pointing out mistakes. (00:17:40) The importance of phone communication in building trust and making sales, and how it is still the primary source of communication in most shops. (00:19:15) Mike and Rena discuss the process they created for determining if a car needs more than just an oil change before the customer arrives, in order to set reasonable expectations and provide better service. (00:20:41) Mike explains how asking simple questions like license plate and mileage can improve customer service by allowing them to schedule the car for necessary maintenance and speed up the process at the counter. (00:21:49) Building relationships with customers and selling maintenance services to prolong the life of their vehicles. (00:23:37) Being an educator rather than a salesperson as a service advisor. (00:26:22) The use of inspections as a sales tool and the importance of guiding customers through the findings rather than just sending a text with pricing. (00:28:51) Serving customers rather than just selling to them, and how to educate customers about their vehicle needs. (00:31:50) Building trust with customers through empathy, rapport building, and being an educator rather than just a salesperson. (00:33:22) Being honest with customers and admitting when you don't know something, and how this can actually build trust and confidence with customers. (00:35:50) Service advisors need to be the person that customers trust and can ask for advice. They need to be a confidant and a friend to walk them through car repair. (00:39:41) Investing in training creates a coaching and training environment that helps service advisors improve. It also creates an open-minded environment where everyone can share information and improve together. (00:45:17) The importance of investing in service advisors through training, networking, and masterminding to improve the industry. Thanks to our Partners Shop-Ware and Delphi Technologies
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
Connect with the Podcast
-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
One of the biggest complaints we hear from shop owners is they don’t trust the numbers from their CRM. They have good reason for this. In the world of marketing, we refer to the connection of dollars earned to the marketing channels that produced those dollars as “attribution”. This week we talk to Justin Rae, founder of Cinch CRM. Justin talks with us about attribution and his passion for creating accurate numbers that the shop owner can trust.
Talking Points
Attribution defined, and Justin’s history with creating trustworthy attribution How long revenue be attributed to a single marketing action Multi-channel attribution The types of marketing actions can you give attribution to with a CRM
How To Get In Touch with Cinch CRM
Website - https://cinch.io/
LinkedIn - https://www.linkedin.com/company/cinchplatform/
Facebook - https://www.facebook.com/CinchPlatform/
YouTube - https://www.youtube.com/@CinchPlatform
How To Get In Touch with Shop Marketing Pros
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Thanks to our partner, RepairPal. Visit the Web HERE
Click to go to the Podcast on Remarkable Results Radio
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