Shop/Technician licensing
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By Joe Marconi in Joe's BlogIt always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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By carmcapriotto
Thanks to our Partner, NAPA TRACS and AutoFix Auto Shop Coaching Dive into the intricate process behind the Automotive Service Excellence (ASE) certification exams. Sharing personal experiences as SMEs for the ASE exams, the panelists discussed the challenges and learning opportunities involved in the process. Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast Bryan Pollock, Willco Auto Care, Sanborn, NY and Lockport, NY Scot Manna, ACDelco Technician of the Millennium. Scot’s previous episodes HERE.
Another ASE Rant [E091]: https://mattfanslow.captivate.fm/episode/091 ASE Renewal App Rant [E105]: https://mattfanslow.captivate.fm/episode/105 The importance of ASE test questions (00:00:01) Discussion about the extensive work and expertise required to create high-quality test questions for ASE certification exams. ASE's role in setting pass rates (00:02:07) Explanation of how ASE organizes workshops to determine pass rates and exam difficulty, with input from industry representatives. Challenges of writing test questions (00:03:30) Discussion on the difficulty of creating distractors and the extensive effort required to write and vet test questions. Role of subject matter experts (00:06:21) Insights into the qualities of a good subject matter expert and their importance in contributing to the test question writing process. Educational opportunities of ASE exams (00:10:46) Explanation of how ASE exams provide educational opportunities for technicians to identify areas for improvement and further training. Qualities of a good subject matter expert (00:15:36) Discussion about the qualities and skills needed for a subject matter expert, including formal education and practical experience. Experience is Key (00:18:44) Importance of real-world experience in writing test questions and the value of subject matter experts. Communication and Mix of Expertise (00:19:47) The importance of communication skills and the mix of engineering and field experience in test writing. Ensuring Fair and Effective Questions (00:22:41) The process of discarding or refining questions to ensure fairness and effectiveness in testing. Creating Plausible Answers (00:23:17) The challenge of creating plausible answers and the goal of not tricking test takers. Different Philosophies in Testing (00:35:19) Contrasting philosophies between the ASE renewal app and traditional exams, focusing on education vs. pass/fail. The process of taking tests (00:36:46) Discussion on the feedback provided after answering test questions and its educational value for technicians. Importance of continuous learning (00:37:42) Emphasizing the value of taking tests as an opportunity for education and the need for continuous learning in the automotive industry. Advancements in automotive technology (00:38:06) Highlighting the rapid advancements in automotive technology and the necessity for technicians to stay updated through education and testing. Responsibilities of subject matter experts (00:40:38) The panel discusses the responsibility and honor of being a subject matter expert and the importance of the Automotive Service Excellence (ASE) organization. Challenges in writing test questions (00:41:11) The difficulties and learning experiences involved in writing test questions, including the importance of embracing voluntary certification. The impact of COVID-19 on training workshops (00:52:16) The loss of intimacy and networking opportunities due to the shift from live in-person workshops to online formats, with a plea to bring back in-person workshops.
Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Brad Updegraff's transition from a general service technician to a visionary business owner of 6 NAPA Gold Certified locations is a story of dedication and strategic planning. Discover the milestones and the speed bumps he encountered along the way. Brad Updegraff, Dave's Ultimate Automotive, 6 locations, Austin, TX. Show Notes
Learn more about NAPA Auto Care Gold Certified and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Transition to the automotive field (00:01:55) Brad's transition from managing a pizza delivery company to becoming a general service technician in a small gas station repair shop. Seizing the opportunity (00:05:06) The unexpected opportunity that led Brad to become a partner in 2012 and the risks and steps involved in his journey. Building a successful partnership (00:06:15) The partnership with a former homebuilding executive and the successful merging of their expertise for store growth and development. Learning the business side (00:07:25) Brad's learning curve in understanding the business side, seeking help, and investing in personal and business development. Challenges in growth and expansion (00:10:52) The challenges in advertising, customer base, and geographical analysis that impacted the decision to halt further expansion. Recruitment and training strategies (00:12:29) Brad's recruitment strategies, including internal referrals and partnerships with local vocational schools for technician training. Promoting the industry to youth (00:14:32) The need for industry professionals to promote the technical nature of the automotive industry to young people and engage with vocational schools. Advisory Board Representation (00:17:10) Importance of representation on advisory boards for independent dealers and community colleges. Community Involvement and Giving Back (00:18:13) Support for charitable foundations, including Make-A-Wish and suicide prevention organizations. NAPA Gold Certification (00:21:28) Benefits and significance of achieving NAPA Gold certification for automotive businesses. Engagement in Training (00:23:18) Strategies for encouraging staff to participate in training and the value of owner involvement. Perpetual Learning and Magic Makers (00:27:16) The importance of perpetual learning, the concept of "magic makers," and the impact on the organization. Employee Retention and Team Building (00:29:55) Strategies for retaining employees, team building, and celebrating milestones within the organization. Work-Life Balance and Store Visits (00:32:02) Balancing work and personal life, commitment to family, and the importance of store visits for management. Intuition and Common Sense (00:33:14) The importance of intuition and common sense in business decisions and management. Succession Planning (00:34:12) Discussing internal succession planning and opportunities for employees to grow within the company. Industry Challenges and Opportunities (00:34:53) Cyclical nature of the industry, market correction, and fighting for market share. Market Trends and Customer Conversion (00:36:12) Impact of market trends, potential for customer conversion, and the impact of economic factors. Financing Repair (00:38:00) The increasing use of financing options for vehicle repairs and its impact on the industry. Work-Life Balance and Reflection (00:38:54) The importance of work-life balance and reflecting on career choices and experiences. Overcoming Struggles and Mistakes (00:40:49) The journey to success, overcoming struggles, and learning from mistakes.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Recorded Live at Vision Hi-Tech Training & Expo, Jeremy O'Neal shares his journey of transforming a struggling business into a thriving enterprise, emphasizing the critical role of service advisor training. Jeremy also highlighted how understanding the business, the owner's goals, and team dynamics is essential before implementing any training program. It's not just about fixing cars; it's about creating an exceptional customer experience that drives business success. Jeremy O’Neal, Advisorfix, Freedom Auto Repair, Hesperia, CA. Previous episodes HERE. Show Notes
Service Advisor Coaching & Training: https://www.advisorfix.com/ Jeremy's Transition to Shop Ownership (00:00:36) Jeremy discusses his transition from service advisor training to owning Freedom Automotive. The Impact of Vision 2024 (00:04:17) Jeremy and Carm discuss the impact of the Vision 2024 event on their lives and the industry. Youth Presence at Vision 2024 (00:04:48) Carm and Jeremy discuss the significant presence of young talent at the Vision 2024 event. Jeremy's Business Growth (00:06:56) Carm inquires about the growth of Jeremy's business over the past eight years. The Importance of Service Advisor Training (00:07:11) Carm and Jeremy discuss the critical need for service advisor training in the automotive industry. Jeremy's Business Transformation (00:08:55) Jeremy shares the transformation of his shop, including significant growth and plans for expansion. The Role of Service Advisors in Business Growth (00:09:29) Jeremy discusses the potential for business growth by adding service advisors and technicians. Customer Service Challenges (00:10:45) Jeremy and Carm discuss the decline in customer service and the impact on the automotive industry. The Role of Customer Experience (00:12:21) Carm emphasizes the importance of creating a great customer experience in automotive repair shops. Parenting and Cultural Observations (00:13:24) Jeremy shares his observations and concerns about modern parenting and societal changes. Firing underperforming staff (00:15:20) Jeremy discusses his commitment to high service standards and the consequences for those who don't meet them. Training and standards (00:16:07) Carm questions Jeremy about his work-life balance and the importance of training in maintaining high standards. NAPA Auto Care Center program (00:16:55) Carm discusses the benefits of the NAPA brand and the Pro Image upgrade program for automotive shops. Employee commitment and performance (00:19:00) Jeremy shares his experiences with committed but underperforming employees and the impact on customer service. Service advisor training and culture (00:21:20) Jeremy emphasizes the importance of daily coaching and the shop owner's role in guiding training and culture. Continuous improvement and learning culture (00:23:03) Jeremy discusses the importance of employees having a learning culture and the availability of educational content. Phone call analysis and customer service (00:24:22) Jeremy explains the value of listening to service advisor calls for assessing competency and customer responses. Service advisor's impact on top-line sales (00:26:26) Jeremy highlights the significant impact of service advisor competency on the shop's top-line sales. Life Cycles with Customers (00:30:57) Jeremy shares a personal anecdote about a customer's car and the importance of understanding customer needs. Building Trust with Customers (00:31:35) Jeremy discusses the importance of building trust with customers and ensuring they follow the shop's process for repairs. Market Trends and Automotive Industry (00:32:52) Jeremy talks about market trends, the impact of COVID-19, and the future of the automotive industry, including the rise of EVs and hybrid vehicles. Success in the Marketplace (00:34:19) The discussion revolves around the importance of solid processes, good people, and effective marketing to succeed in the marketplace. Communication and Networking (00:35:18) The conversation shifts to the significance of communication and networking, including a mention of the Disney Institute's emphasis on personal interaction. Reflecting on Life's Milestones (00:37:21) Jeremy reflects on life beyond 50, the legacy he aims to leave, and the importance of capturing special moments with loved ones.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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
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By carmcapriotto
Can a break-up be the catalyst for an entrepreneurial leap? Find out during Shawn Gilfillan's 20 questions in 30 minutes episode! Shawn also discusses the importance of a strong business culture, mentorship, and the joy of hobbies like aviation. Shawn shares strategies for managing gross margins and the significance of client experience. Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE Show Notes
Automotive Magic (00:00:17) Shawn Gilfillan discusses the founding of Automotive Magic on April Fool's Day in 2003. Life Calibration (00:00:41) Shawn talks about his work with Chris Lawson and the high-performance team coaching program at Life Calibration. Life Calibration: From Burnout to Balance [THA 348]: https://remarkableresults.biz/remarkable-results-radio-podcast/a348/ Mentorship and Self-Development (00:04:54) Shawn discusses the impact of mentors and self-development in his journey as a shop owner. Hobbies (00:06:10) Shawn talks about his hobbies, including aviation. Motivation and Business Culture (00:07:46) Shawn shares his motivation for getting up in the morning and discusses how he creates opportunities for others to thrive and elevates their performance. Advice and Fear (00:11:49) Shawn shares advice on overcoming fear and empowering employees as an owner/CEO. Book Recommendation (00:13:13) Shawn recommends "Hero on a Mission" by Donald Miller and discusses its impact on his perspective as a business owner. Building Business Culture (00:14:50) Shawn discusses the challenges and importance of building a strong business culture from the top down. Culture and Team Dynamics (00:15:40) Discussion on creating a positive work culture and building a cohesive team. Leadership and Vision (00:16:29) The importance of establishing a vision and values from the start, and involving the team in maintaining the culture. Client Experience and Relationship Building (00:19:36) Strategies for understanding and meeting client needs, and building strong client relationships. Adaptability and Change (00:20:47) The significance of embracing change and adapting to business challenges. Leadership Crisis and Team Support (00:21:00) Dealing with unexpected managerial crises and the importance of team support. Personal Development and Skills (00:23:14) The desire for new skills and personal development, such as learning magic tricks. Business Management and Gross Margin (00:24:14) Strategies for managing gross margin and keeping front-end operations efficient. Car Count and Scheduling (00:25:35) Strategies for managing car count, scheduling, and maintaining workflow in the shop. Future Reservations and Client Commitment (00:27:21) The importance of setting future reservations and ensuring client commitment to scheduled appointments. Leadership Communication (00:29:17) Encouraging a shift in language and communication to emphasize the importance of future reservations. Hiring and Relationships (00:30:12) Discussion on hiring and relationships in the workplace, including the impact of personal relationships on work performance. Dream Car (00:31:37) Shawn's dream car and the enjoyment he derives from it. Opening a New Shop (00:32:11) The three important needs for opening a new shop: location, good people, and effective marketing. Marketing Strategy (00:32:33) The success of giving away the first hundred oil changes for free as a marketing strategy. Firing a Customer (00:33:52) A recent incident of firing a customer due to their attitude and behavior at the shop.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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
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