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    • By carmcapriotto
      How to Have a Four Day Work Week with Eric Henley [RR 627]
      Eric Henley, owner of H-Teck Auto Care in Gray, TN, is 4th generation of mechanical repair. He received an associate's degree in Auto Service Technology and spent over 15 years at a Honda dealership. Eric started H-Teck Auto Care in 2006 with just him, his dad and his wife. Going on over 15 years in business he now has a 6 bay shop.
      4 generations in the automotive industryGrandfather was a blacksmith and father used to bring home cars to be fixed up. Eric grew up fixing bicycles, lawnmowers and cars.  Received an associates degree in Auto Service Technology Spent 15 years in dealerships- income can go down as skill level goes up (more skilled jobs often wouldn’t pay as much) Hiring new techniciansUses Indeed and Facebook Marketplace but the best results come from word of mouth and referrals from existing employees Current prospect is 21 year old Skills USA graduate  Current tenured technicians - 15 years, 11 years, 3 years Food Friday’sEither grill or go out to eat every Friday- have employee meeting over a meal All employees and Eric discuss any issues, improvements, ideas, areas needed for training, or tools needed. Open dialogue and non-formal Eric gives his employees the opportunity for responsibilities in the business- currently working on updating SOP’s with more DVI usage Shop is open 5 days a week with weekends offEric is in the shop 4 days a week because he trusts his employees- they are good people able to follow the SOP’s in place and make day to day decisions Employees will know if you don’t trust them- creates “neediness” for everything  Gives his employees monthly expenditures they can use for customers in need Spends extra time in the community and with his family He is very involved in his employee's lives and is flexible with work schedules based on their family schedules What makes a great service advisor?Excellent people skills and communication skills- enjoy talking to people Can think quickly on their feet, a warm personality, patient and good listener Similar to a good waitress/waiter- there when you need them, listen to what you need, then go on to the next table.  Both of Eric’s service advisors are in ongoing training Best service advisor trainers- previous service advisor, or previous technician with good people skills, or having parts experience TrainingRequires minimum 30 hours per year of training  Utilized online training a lot last year during COVID shutdowns RRR 588 with Jim Fleischman and Matt Manzone- Dealership tech now works for an independent How to Have a Four Day Work Week with Eric Henley [RR 627]
      Thanks to Eric Henley for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
      Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  
      Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
      Buy me a coffee
      NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover.
      Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com.
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      The common buzz in business is to market to new, potential customers. This is a smart strategy given that every business losses customers each year, and we need to replace those lost customers.
      However, we also need a marketing plan that takes care of our existing customers.  It is cheaper and easier to retain your customers, than to market for new ones.
      What strategies do you employ to retain your existing customers?
    • By carmcapriotto
      Steve Mancinelli Owner | AMI Accredited Automotive Manager | ASE Certified Master Technician (Advanced Level Specialist, L1, and Service Consultant)
      Steve has over 48 years of experience in the automotive field here in Downtown Denver. After graduating from Creighton University in 1983, with a Bachelor of Arts Degree, he chose to continue the family business. Among the above certifications he holds, he is also a registered Colorado Emissions Technician, he has earned his Accredited Master Automotive Manager (AMAM) degree through the Automotive Management Institute and served on the Automotive Service Association (ASA) board of directors for 6 years. Steve finds the field of vehicle service and auto repair to be the most challenging ever. Because of this, he ensures his employees are updated regularly through training and have access to the latest high tech tools and equipment in order to solve the toughest car problems. Ongoing training in communication skills is equally important to Steve, in order to maintain that “Old Fashioned Service” his customers have grown accustomed to since his grandfather opened the business back in 1950. With roots that deep, Steve and his staff of service advisors and auto mechanics are continually involved with community events and causes.
      Key Talking Points:
      COVID 196 shops and 23 service bays have closed in Denver- liquidated, retired, moved due to high rent in the downtown area Dynamics of the family business Been in the automotive industry for over 45 years- grew up sweeping floors and pumping gas for his dad’s business Challenges- expectations, leaning on each other, failed partnerships, not knowing each other's roles, not having processes and systems in place Asking for help and getting training- networking Started with 1-day seminar with NAPA and lead to a series with Dale Carnegie Institute, and involvement with ASA as the board of directors for 7 years Napa training by Bob O’Connor- started 20 groups in the Denver area Credited master automotive manager Advice- listen to others Pressed with space with 3 service bays and 2000 square feet- pump oil service tanks. Went to a meeting and another shop owner shared he had eco boxes in his inventory storage room on racks- hold 9 different boxes. Tripled the number of SKUs Community service Fundraiser for “Max Fund”- a woman in the community (1 mile from the shop) started putting a coffee can on her porch as a “donation fund” because her dog Max needed surgery that she couldn’t afford. Community and neighborhood banded together and Max was able to receive his surgery. The woman continued “Max Fund” and ran it as a no-kill shelter for dogs and cats. Steve will hold fundraisers at certain times during the year and proceeds from every job ticket goes to “Max Fund.” Steve has raised over $11,000 Front counter Training is critical- sales techniques and different approaches Must also have natural ability to read customers and enjoys interacting with them Customer’s vehicles are very personal to them- need to hire someone who is empathetic Steve has always had a woman on the front counter- more women customers than before. Women tend to want to know the “why” behind repairs, and having a woman on the front counter is a bonus to help educate them and feel more comfortable. Resources:
      Thanks to Steve Mancinelli for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
      Facebook   Twitter   Linked In   Email
      Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
      Buy me a coffee
      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 workflow, 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 ASOG Podcast
      The advice to think like a CEO is often given to shop owners as it forces you to think outside the day-to-day operations of your shop. 

      David & Lucas had a chance to sit down and have a conversation with Carolyn Coquillette, who is a technician, a shop owner, and a CEO. 

      They cover several topics, including technician training and whether or not the move to all-electric vehicles will spell the end of the industry as we know it. 

      Listen to how Carolyn approaches these issues as it is abundantly clear she thinks far outside day-to-day operations. 
       

       
      Support the show (https://www.patreon.com/AutoShopOwnersGroup)
    • By carmcapriotto
      Travis Guy co-owner of Yourba Linda Auto Service in Placentia, CA.
      Key Talking Points:
      Both Travis and his brother Tim worked in hospitality business before joining family business- their dad never pressured them to come work for himStarted as bellman/front door at hotel at age 16, at 18 was valet Went to job fair and started working for Disney- learned valuable customer service skills (using whole hand when gesturing or directing customers instead of 1 finger, answering phone within 3 rings, smiling at customers and while using phone and behind mask) Travis, brother, mother and father all have ownership of business- grew up with very close family, family always comes first  Dad- overseer, behind the scenes bookkeeping tasks  Travis and brother run day to day operations of shop- Travis is “face” of company in front of shop, Tim is expert at the parts and directs back of shop Hired new technician from CraigslistPut money into ads on Indeed and Facebook- had same applications come through that weren’t the right fit for the business  ASCCA membershipTravis has become more involved in industry- more to industry than just his shop Camaraderie- more comfortable in business and in association  “Don’t need to have gray hair to be in ASCCA” Self inflicting wounds industry wideDeserve to get paid for your knowledge and the services you offer Technicians deserve to get paid what they’re worth  Be the change- top technician at Travis’ shop earns 6 figure income. Labor rate increased $50 when he came on board Handling price shoppers- “We’re not the cheapest. We will never be the cheapest. We are the best value.” Instead of being in competition with other shops consider supporting each other- joining networks and associations, share information, learn from each other and all be successful   Family employees and customers- what drives Travis to get up every morningFamily- helping family, working toward goals Employees- proud to keep them employed so they can support themselves and their family  Customers- they rely on shop and most importantly, they trust them Resources:
      Thanks to Travis Guy for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
      Facebook   Twitter   Linked In   Email
      Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE
      Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
      Buy me a coffee
      This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

      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/carm

      Click to go to the Podcast on Remarkable Results Radio


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