What's everyone using and what do you prefer in terms of online parts ordering? Are you using something integrated into your shop software or a standalone website from napa, o'rielly, advance, autozone, or other local or regional parts supplier? What do you like about it?
Using Napa Prolink and AdvancePro along with worldpac speedial
By Elite Worldwide Inc.
Let’s say you’re looking to hire a superstar technician. You find one who has a proven track record of success, and put them through a well-constructed interview process. You decide that the person sitting in front of you is the perfect fit, and you make them a formal job offer in hopes that they will agree to join your team. They agree, and for the first time in a while you’re able to sleep throughout the night, because you know you’ve done your due diligence, and have finally found the top tech you’ve so desperately been needing. All good so far, right?
Your new hire comes to work on Monday, and you’re off to a great start. And then…. it happens. Within the first few weeks you start to get the sinking feeling that you may have hired the wrong person. There’s no question that they can fix cars the right way, and they do it quickly. They also show up every day on time, and they keep their workplace clean. The problem is, they don’t follow your procedures very well. Your key employees are telling you that the new guy seems to complain quite a bit about meaningless things, and they’re sad to report that he’s not very social either.
You start to hope that he’ll either “adjust or come around”, or that he’s just dealing with some personal issues that will soon pass. But after a month or two you reach the inevitable conclusion – this guy doesn’t like to follow rules, he has an attitude that doesn’t fit well in your shop, and your other employees are not very pleased that he’s working with you. After many sleepless nights, you decide to let him go, and you start the process all over again.
Unfortunately, many shop owners live in this world of high employee turnover, or end up telling themselves that they’d rather keep someone who’s not a good fit than run the risk of simply swapping out one bad employee for another. If this sounds all too familiar to you, then consider this:
The trap most shop owners fall into is they hire people for what they know, and they end up firing them… for who they are.
To put it another way, shop owners often hire people for their skills, and they fire them for their behavior. So, the best-kept secret to hiring superstar techs and advisors? It’s going a step beyond learning about their skills and experience, and learning more about who they are as a person. As someone who has grown some of the most successful shops in America, I’ve learned over the years that in order to hire top employees that my entire team will really enjoy working with, I have to pay very close attention to their personalities and behaviors during the interview process. I do that to this day with Elite, and it’s been one of the most important keys to my hiring success. However, I also know that my perception of someone’s personality will only take me so far, so I have every applicant complete a 45-minute online behavioral assessment before the first interview. Here’s why.
An assessment can tell us whether an applicant has the propensity to follow rules, how social they are, their level of optimism, how open they are to constructive feedback, and a whole lot more. Not only do these assessments help us conclude whether the applicant is even someone we should interview, but they also give us direction on where we should dig deeper, and the questions we should ask during the interviews. For example, if the assessment suggests they are not very social, then you know you need to ask questions about how they worked with others in the past so you can discover if there were personality conflicts, ego issues, etc. If the assessment suggests they have a propensity to ignore rules and procedures, you can ask them specific questions about how they inspected and repaired cars, and how they interacted with the advisors.
So here’s what I’m going to ask you to do. First, think about the people you’ve fired. Hopefully it hasn’t been many, but I suspect you will discover that with rare exception, the reason you fired them had little to do with their skills, but was because of who they were as a person or how they behaved. Secondly, I’m going to ask that you accept the fact that there are many behaviors (and propensities) that will show up on behavioral assessments that you or I would never be able to detect during an interview, no matter how thorough we may be. And lastly, consider that if you do the math, hiring the wrong person is going to cost you at least $5,000.
If you now agree that you need to dig deep and learn more about who the person really is before you hire them, you need to do what Fortune 500 companies and the top shop owners in America do, and have every applicant complete a behavioral assessment before the first interview. There are many companies that provide such services, such as Predictive Index, Berke, and Myers-Briggs, to name a few. We use Berke, and have been quite pleased.
If you do begin assessing the people you may hire, then you have my promise: You’ll have a much higher probability of hiring the techs and advisors that your other employees will enjoy working with, they’ll follow your rules, and you’ll be able to go to sleep at night knowing you have an incredible team…of superstars.
“Since 1990, Bob Cooper has been the president of Elite (www.EliteWorldwide.com), a company that strives to help shop owners reach their goals and live happier lives, while elevating the industry at the same time. The company offers the industry’s #1 peer group of 90 successful shop owners, training and coaching from top shop owners, service advisor training, along with online and in-class sales, marketing and shop management courses. You can contact Elite at [email protected], or by calling 800-204-3548."
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By Joe Marconi
I can't tell you how frustrating it is to give a price on a radiator to a customer at the service counter, while he's on his phone searching for the part!
Here's what I do when I get a customer that tell me he can get the part cheaper....I agree with him!
I let him know that he can get the part cheaper, just like he can buy a steak and potatoes cheaper at the super market too. But he'll pay more for the steak and potatoes at a restaurant.
And then in a calm manner, I review all the benefits of me suppling the part, the warranty and the fact that if the part is wrong or defective or fails in the future, he will have no recourse and will have to pay to have done all again.
For most, it works. For many it's all about price.
Now Most IMPORTANT IS THIS: The reason why you don't mind spending more for a steak at a restaurant is because of the experience. So, make sure the customer experience clearly demonstrates the value of why people need to do business with you. When Value goes up, price becomes less of an issue.
Hope this helps. Let's hear from you on this frustrating topic!
By Nevil Jay
I'm currently looking into a business acquisition. It's a wheel repair shop based in South California. I have questions in terms of profitability and also, the expenses involved within the business.
I have profit and loss statements of the business. They currently operate 24/7 and have 30-35 employees. I am looking for someone who has experience in this sector that may be able to give me some unbiased advice. I also wanted to somehow come up with a valuation of the business. It operates out of a leased building, but consistently profits the owner a large amount of money. Who should I look for to verify these numbers? Will any CPA be able to understand?
Thanks in advance,
Advance Auto Parts Expands TechNet Program with New and Enhanced Offerings for Professional Shop OwnersBy AutoShopOwner
Advance Auto Parts Expands TechNet Program with New and Enhanced Offerings for Professional Shop Owners Improvements designed to help strengthen relationships between shops and customers
RALEIGH, N.C.--(BUSINESS WIRE)--May 29, 2019-- Advance Auto Parts, Inc. (NYSE: AAP), a leading automotive aftermarket parts provider that serves both professional installer and do-it-yourself customers, is introducing new benefits and enhanced offerings to TechNet Professional members in 2019. These new benefits and offerings include insurance and affinity benefits, enhancements to the nationwide warranty, digital menu boards, a TireAmerica.com partnership and a TechNet-branded Virtual Vehicle tool.
TechNet is a business solutions partnership program from Advance designed to help independently owned repair facilities grow their business and develop customer loyalty while maintaining their own identities and serving their local communities. More than 10,000-member shops across the United States and Canada are part of the TechNet banner program creating a trusted network of automotive repair shops across North America.
“We continue to listen to our TechNet members, many of whom have been partners of the program for more than 20 years, and are leveraging the feedback of shop owners and operators to introduce new benefits and optimize the banner program,” said Walter Scott, Senior Vice President of Professional Marketing and Programs at Advance. “TechNet is a key component of delivering the right experience and solutions to Professional customers. Ultimately, we strive to help our customers serve their customers better and grow their business as independent operators.”
The launch of a new insurance and affinity benefits program was a top priority to current TechNet customers. The insurance benefit program enables TechNet member shops to access health insurance plans for the individual, family or small business, including medical, dental, life, prescription discounts, disability and pet insurance. Business coverage, as well as HR and payroll services, launched in May.
Among the new enhancements for 2019, TechNet’s nationwide warranty has been simplified for an improved customer experience for both motorists and member shops. When motorists have service and repairs performed by an authorized TechNet professional service facility, they are covered by a nationwide limited repair warranty that extends across North America for 24 months or 24,000 miles, whichever comes first. At the same time, TechNet also increased value for member shops by increasing the rate paid for local labor reimbursement claims.
The TechNet digital menu board is a new benefit included in membership that displays the shop’s services and pricing, as well as educational programming related to car maintenance and care, on a smart TV in the customer service area of a TechNet member’s shop. This digital menu board is customizable, enabling shops to make updates in real time to showcase their offers, and TechNet can also provide custom content tailored to the shop’s program preferences.
TechNet’s new national installer program partnership with TireAmerica.com gives shop owners the ability to offer their customers access to Tire America’s inventory for a wide range of vehicles. This partnership allows customers to select the necessary tires for their vehicle online, with Tire America shipping the tires directly to the TechNet shop for installation.
Virtual Vehicle, another important element of TechNet, supports the service recommendation by bringing the inspection results to life via vehicle system animations that illustrate the cause and effect of each problem. The inventory of more than 400 animations can be viewed in the shop lobby or can be emailed or texted to the customer allowing them to make an informed decision with confidence. Virtual Vehicle is also integrated with several shop management systems that enable the animations to be included in a regular communication process, and can easily sent to a customer via text or email. Finally, a customized loop of animations can be served on a lobby monitor or embedded in the shop website providing customer education opportunities.
“The enhancements introduced recently are programs that truly benefit our business,” said Christa Browne of Dave’s Automotive in Stockertown, Pa. “For example, increased labor rate reimbursement for warranty items speaks volumes to Advance’s commitment to bring us the best quality parts backed by the best industry warranty. We’re keeping our customers very happy knowing we stand by our work. That is commitment.”
For more information about TechNet and other services available from Advance, visit technetprofessional.com or call 1-877-280-5965.
About Advance Auto Parts
Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installer and do-it-yourself customers. As of April 20, 2019, Advance operated 4,931 stores and 146 Worldpac branches in the United States, Canada, Puerto Rico and the U.S. Virgin Islands. The Company also serves 1,238 independently owned Carquest branded stores across these locations in addition to Mexico, the Bahamas, Turks and Caicos, British Virgin Islands. Additional information about Advance, including employment opportunities, customer services, and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190529005545/en/
Source: Advance Auto Parts, Inc.
Advance Auto Parts Contact:
T: (540) 589-8102
E: [email protected]
T: (919) 227-5466
E: [email protected]