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    • By carmcapriotto
      John Eppstein, owner of John's Automotive Care, San Diego CA has been in business since 1998. The business is a complete general automotive repair and a smog test station. John’s Automotive Care has been relocated twice; the last move was in 2003. John has been in the automotive industry since 1985. He is the Immediate Past President of the B & G Clubs of East County where he's worked since 1996. He is also a member of a local NAPA BOG group. John's been a member of ASCCA's Chapter 24 for over 12 years during which time he has served as secretary, vice president and chair of the Meetings Committee. John's Automotive Care is also currently an ASC Educational Foundation Cars for Careers donation site for San Diego, CA. Listen to John's other episodes HERE
      Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE.
      Key Talking Points
      Purpose - Raise funds and money to support and encourage technical education and training for the automotive industry through scholarships, endowments, career development and other industry inspired programs. Vehicle donations from customers that go to auction- “cars for careers” Example- transmission/engine repairs. You are able to donate a vehicle  no matter where you are, it’s not limited to only California Low overhead- about 75% of the money coming in from the vehicle donation program gets put into funds. Volunteer-based foundation. You don’t need to be a shop owner to be included in the board of trustees (tax advisor, grant writer etc) Last year they awarded 28 scholarships to 16 deserving students for a total of $23,500. To date, this is the largest amount awarded in the history of the Foundation. Schools involved - community colleges across California such as Cuyamaca College, Skyline College, Rio Hondo College, San Diego Miramar College, Citrus College, Chabot College, UTI Vetting process – Scholarships are awarded to students who fill out applications at https://automotivescholarships.com/ all applicants that meet basic requirements are then scored by a panel of automotive professionals and winners are picked from the highest scoring applicants. Opportunities to create a scholarship- John has started a scholarship with his business. He will match whatever his employees put into it. There are also one time scholarships for smaller amounts.  
      Connect with the show:
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      Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com.

      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Sue Dickson, Owner of Closs Tire & Auto Inc, Waukegan, IL. Sue is trying to change the face of the industry to empower woman to be a part of the automotive industry. Sue has 37 years of experience in retail automotive market and has partnered with her community to grow her business. She is directly responsible for overall profitability, sales and service for this independent auto repair facility. She continues to work with the Lake County Tech Campus, College of Lake County, to bridge the gap between school based work and hands-on work experience. Sue has written and implemented a Lake County Tech Campus internship which has been in place since 2019 and served over 50 students.  She also has partnered with Lake County Workforce Development to take her internship program to the next level. This relationship has given students the opportunity to gain work base employment and grant opportunities for education at the local community college.
      Key Talking Points
      “Give Me 10” Internship Program- 10 hours broken up 2 hours for 5 days. Job shadowing 2 hours the first day, after that they will be working for the remaining 8 hours. Oil changes, brake work, tires, etc. Insurance is covered by the school because it is work-based learning Break the stereotype that young adults can only be successful if they have a 4-year degree What is the biggest competition with independent repair shops? Dealerships. Local shops started coming together for networking meetings, they also visit each other’s shops to critique Sue volunteers at the local car show and she registers classic cars. They wanted the tech campus to be involved and see the older cars. She went to the independent group and asked to donate a car to the tech campus. Tech 1 kids do steering and suspension. Tech 2 kids rebuild the motor. Collision painted it. Will be showcased at the advisory meeting. The car will travel to locations that have an internship program. Raffle tickets to win the car. Donate money to a non-profit Grant opportunities through the workforce development- over 4 years the networking group has received almost 200K  University of the Aftermarket Leadership 2.0 Class- AAP Connect with the show:
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Ethan Smith, Service Advisor, Casey Automotive, Chantilly and Sterling, VA
      Chad Jacks, Service Advisor, Dale's Service Center, Davenport, IA
      Rena Rennebohm, CEO and Creator of Empowered Advisor. With over 20 years of experience in the automotive industry, Rena has always had a passion for helping people. As a Service Advisor, she found every way possible to improve and utilize her skills. Implementing new techniques with basic fundamentals gave Rena the ability to become one of the most sought after Trainers and Coaches in our field. Dedicating her time training Service Advisors with one-on-one calls, webinars, and classes is what she lives for. With high energy and understanding, rapid and continued improvement has been shown across the board from her clients.
      Listen to Rena’s previous episodes HERE.
      Key Talking Points
      Role Play 1: Need a Transmission
      Ethan: Customer- Wants price, the vehicle doesn't drive well, doesn’t feel confident from phone conversation Chad: Service Advisor- Distracted, asked to repeat the question, unenthusiastic, gives price for just transmission and when appt is, “maybe 6K” Rena: Coach- 3 steps price shopper- get to know the customer, what are symptoms of car, offer inspection. Giving only price gives customers something to compare. Redo
      Ethan: Customer- He did research online and thinks its a transmission Chad: Service Advisor- Greets customer with his name, asks his name and phone number, asks about the vehicle, asks if the vehicle has ever been to the shop, explains what they would do to the vehicle once it is brought in, testing price, explains shop amenities and warranties, asks about an appointment, offers rental ride/shuttle Rena: Coach- Vehicle is vetted, it has been maintained, converting good customer to shop Role Play 2: Check engine light is on
      Chad: Customer- Asks about price, looked online at pricing for parts Ethan: Service Advisor- Asks what car, if codes have been pulled, hasn't asked name, throwing different parts names out, $150-170 for repair Rena: Coach- Customer is probably frustrated, was told no, hasn’t received help, become a little grumpy, vehicle coming into the shop is the priority before giving price, every phone call is opportunity Redo
      Chad: Customer- Will the car be ready that day? The car pulls to the left when driving, asks about drop off/night pick up Ethan: Service Advisor- Asks for customer’s name/phone number, “sorry this is happening,” “so happy you called,” asks if the car has been to shop, thanks the customer for giving him the opportunity, asks if the car has been worked on, what is make/model, explains difficulties with check engine light, mentions certified technician, asks what time/day would work, test drive with the customer Rena: Coach- Express empathy, don’t use acronyms, have great tone Role Play 3: Tune-up
      Ethan: Customer- Asks what parts will the shop be using? What different services? Chad: Service Advisor- Unenthusiastic, gives price, “stuff to dump in the tank,” didn't ask for name, “I can check it if you want” Rena: Coach- Secret shop local businesses, more common than not, you can’t flip a switch to be professional, you need business culture, training, mentoring Redo
      Ethan: Customer- Asks what a tune-up entails, asks costs Chad: Service Advisor- Gives name, asks name and phone number, asks how he found the shop, shows interest in-vehicle, explains details of service, build estimate, explains warranty, offers loaner car Rena: Coach- “My customer’s love it” go with the customer without arguing, ask about symptoms, don’t tell customers they don’t need something  
      Connect with the show:
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Aftermarket Radio Network
      Check out today's partners:

      This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

      Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?
      Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.
      Click to go to the Podcast on Remarkable Results Radio
    • By CAautogroup
      Hello all,
       
      We used to get paid for used motor oil (pre-COVID19). However, lately we are being charged for pick up and transport. We go through approximately 500-700 gallons per month. 
      Do you guys currently get paid or are paying for used motor oil and oil filter pick up? Our shop is located in Texas. 
    • By carmcapriotto
      https://www.youtube.com/watch?v=QGkhhxMj0jY Emily Sundstrom- Service Advisor, Valley Auto Electric, Covington, WA. Her career in the automotive field started about 13 years.   She was hired to “just” answer phones. It quickly turned into something for which she had a passion for.  She enjoys doing it every day. The passion comes from taking a stressful, unexpected situation and turning it into an experience that leaves the customer feeling confident, educated, empowered, and respected. She has acquired multiple certifications from ASE, ATI, Wa. State Emissions, Elite Master’s Program, and Ami.   Aaron Woods- Extra Mile Auto Care, Stillwater, OK. Since opening X-tra Mile Auto Care in 2018, Aaron Woods has proven himself as a rising star in the automotive aftermarket service industry. His professional values of integrity, continuous improvement, help first, and maintaining "above the bar" service, contributes to X-tra Mile Auto Care becoming the highest regarded automotive repair service in Stillwater, Oklahoma. Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is a Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. He began his career as a Technician at a local two bay shop in 1995 and over the course of the next two and a half decades honed his sales, technical, and management skills while living in Washington & S.E. Idaho. During his journey, he has never stopped learning and has been blessed to work for and with those who value education, training, and coaching. In everything he does, Clint is focused on people and excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service. Previous episodes HERE Key Talking Points Qualities- driven, goal-oriented, inner drive, help first mentality, ambitions in life “build own company within the company.” How would you treat your customers if this was your company? Building relationships and memorable experiences. Do customers remember their names? Sale is an end result of the transaction, focus on things leading up to the sale- establishing trust, presenting value in services, educating. Taking uncomfortable situations/panicked customers and reassure them so they let their guard down. Always want to grow.  The Ideal Team Player by Patrick Lencioni- humble- the absence of ego, acknowledge weaknesses and address it, hungry- what are you doing to improve yourself? and smart- Shows empathy to others, demonstrates intuition when interacting with others Power of Vulnerability book by Dr. Brene Brown - understanding the difference between sympathy and empathy  7 habits of Highly Effective People book by Stephen Covey- seek first to understand then to be understood  Read the room- socially and interpersonal awareness Listener qualities- hear and understand customers, giving solutions, empathy Face to face relationships- body language, tone of voice, picking up key cues Service advisors and technician relationship- ask questions, know what you’re selling and why, pressure regulator-bring it down to common knowledge, demonstrate the need for service- language customer understands, what will happen when left neglected   DVI and service advisor- a new way to present information, builds value but doesn’t take human interaction away. Sell with confidence. It’s a tool, not the only tool.  Holding onto service advisors too long- face of company and when the wrong person is in that seat it can be detrimental to the company. One unhappy customer can lose 10K in sales per year. Trust is the hardest to gain and the easiest to lose. Be proactive, not reactive to toxic situations.  Finding service advisors and developing them- professional groups, customer service based sales industry, hospitality industry, restaurants    A special thanks to Emily Sundstrom, Aaron Woods and Clint White for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook   Twitter  LinkedIn   Instagram  Youtube   Email   Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee  This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.comClick to go to the Podcast on Remarkable Results Radio


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