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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!
What are the challenges of making dispatch work in the automotive aftermarket industry? Our guests share their experiences with dispatch in their companies, emphasizing communication, flexibility, and teamwork. They also discuss the qualities of a good dispatcher and the need for policies and procedures in unexpected events. They stress the importance of simplifying technical information and building trust with customers. The episode concludes with a discussion of the interaction between dispatchers, customers, and technicians and the immense responsibility that comes with the job. John Long, Total True Automotive, Shertz Auto Service, Schertz, TX. John’s previous episodes HERE.
Nick Howard, GM at Reggie’s Motor Works. Steve Braun, Director of Sales & Customer Service, Ulmer's Auto Care, Cincinnati, OH. Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE
Watch Video Episode HERE The Art and Science of Dispatching [RR 849] Dispatch roles (00:03:13) The different roles involved in dispatch, such as parts person and dispatcher, and how they are separate in their companies. Creating an app for dispatch (00:04:39) The idea of creating an app for dispatch training and how it could help service professionals learn how to handle different situations. Dispatching in a Lean and Mean Shop (00:06:33) Dispatching in a two-store building with no parts people The Art and Science of Dispatching (00:08:05) The importance of having a culture and team strengths to support dispatching, as well as the balance between innate abilities and training. Finding the Ideal Candidate for Dispatching (00:10:12) The DISC test and the ideal candidate for dispatching, including the importance of customer service, rules, influence, and decision-making skills. Dispatch policies (00:12:53) The importance of having policies in place for dispatch, including what happens if the person in charge is unavailable. Handling roadblocks (00:14:22) How to handle unexpected issues that arise during the day, including adapting and finding solutions. Team dispatching (00:19:42) The idea of having everyone on the team responsible for dispatching, with clear goals and good communication. Teams Philosophy (00:20:22) The importance of having a team philosophy and how it affects efficiency and dispatch. Customer Experience Officer (00:22:21) The concept of having a CXO (Customer Experience Officer) in a business and how it can improve the customer experience. They suggest giving every team member the title of Chief Experience Officer. Dispatch and Diagnoses (00:25:15) The challenges of dispatching cars for diagnoses and repairs, and how they have adapted their dispatch process to improve efficiency. They also talk about the importance of setting expectations with customers. The line between scheduling and dispatch (00:28:27) The relationship between scheduling and dispatch, and how they need to work together to ensure a technician's successful day. Scheduling and dispatch goals (00:30:34) The goals for scheduling and dispatch, and how they need to work together to achieve them. Dispatch as a career path (00:32:55) How dispatch can be a career path opportunity, and how it can be a fun and rewarding experience. Communication is Key (00:35:46) The importance of communication in the automotive industry Flexibility is Essential (00:36:35) The ability to pivot quickly and adapt to changes is highlighted as a key factor in improving productivity in the automotive industry. Try it and Learn (00:37:58) The panel encourage shop owners to try implementing dispatch and learn from their mistakes, emphasizing the importance of feedback and communication in the learning process. 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
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By Joe Marconi
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Hey friends! Welcome to our newest episode of the Auto Repair Marketing Podcast.
Thank you to our friends at RepairPal for providing you this episode. RepairPal is the key that unlocks more business for your repair shop. Learn More at RepairPal.com/shops.
This recent trip out west - taught me some things about being connected Our own story of feeling like we were “on an island” Shop Owners are disconnected and feel the same way It doesn’t have to be that way Conversations that pointed me to the movie “Cast Away” We were not created or designed to be alone. We need community. Chuck Noland (in Cast Away) found a companion in “Wilson”. Who is your tribe? Other Shop Owners Facebook Groups 20 Groups Masterminds What resources do you have? What do you have to give? Coaches Industry groups/associations Industry Events You find what you’re looking for. So, look for connections. Take action. As we visited shop owner after shop owner, we found ourselves having similar conversations about this ‘island’. Now we’ve connected our shop clients to the industry, other shop owners, and resources. Be a giver, a connector, a helper
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
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By ASOG Podcast
Episode 112 - New Vehicle Owners Are Orphans with Roger Lanctot
By ASOG Podcast
How Her First Job Went Wrong
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