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By Joe Marconi in Joe's Blog5 commentsI recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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By Joe Marconi
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Recorded Live at MACS (Mobile Air Climate Systems) 2024 Training Event & Trade Show, Joe Long at discusses the evolution and importance of coolants. Joe shares his expertise on the impact of coolants on engine systems, the specifics of coolants for electric vehicles, and the challenges posed by new technologies. He also explores the transition from conventional to organic acid coolants and the importance of proper coolant testing and maintenance. The conversation also covers diesel exhaust fluid (DEF), its testing procedures, and maintenance tips to ensure fluid quality in automotive and heavy-duty applications. Joe emphasizes the need for education and proper maintenance to prevent system failures and maintain vehicle efficiency. Joe Long, Director, Heavy Duty Business Development, Old World Industries Show Notes
Joe Long's background (00:00:42) Joe Long's extensive experience in the trucking industry and his transition to working with Old World Industries. Old World Industries and Peak brand (00:02:06) Discussion on Old World Industries and the Peak brand as a leading supplier of various coolants for heavy-duty and automotive applications. Importance of coolants in automotive and heavy-duty applications (00:02:51) The critical role of coolants in engine maintenance and the impact of coolant-related engine downtime. Battery electric vehicle coolants (00:05:19) The development and testing of coolants for battery electric vehicles, including the challenges and specific requirements for these systems. Longevity and types of coolants (00:08:09) Insights into the history and types of coolants, including the case of Dex-Cool and its compatibility issues. Coolants for hydrogen-powered battery electric vehicles (00:10:16) Research and development of coolants for future hydrogen-powered battery electric vehicles and the challenges associated with this technology. Coolant color and types (00:11:18) The significance of coolant color and the distinction between conventional and heavy-duty coolants in different vehicle systems. Testing and maintenance of coolants (00:14:57) The importance of testing coolant for compatibility and the recommended test procedures for automotive technicians. Color, Clarity, and pH (00:18:59) Discussion on testing for color, clarity, and pH levels in coolants, and the significance of organic acid technologies. Water and Glycol Content (00:19:48) Explanation of the purpose of water and glycol in cooling systems, and the impact of temperature and driving conditions on the glycol-water ratio. Refractometer Testing (00:22:02) Importance of using a refractometer to accurately measure water glycol content and freeze point in coolants. Coolant Blend and Inhibitors (00:23:17) Discussion on maintaining the proper blend of glycol and water, and the consequences of diluting inhibitors in the coolant system. Testing for Inhibitors (00:24:00) Explanation of the importance of testing for inhibitors in coolant systems and the differences between old and new technology. Diesel Exhaust Fluid (DEF) and SCR Systems (00:26:37) Overview of the evolution of diesel exhaust systems, including EGR, DPF, and SCR systems, and the role of DEF in reducing emissions. DEF Composition and Shelf Life (00:29:11) Insight into the composition of DEF, its production process, and factors affecting its shelf life such as temperature and sunlight exposure. Testing and Storage of DEF (00:33:20) Guidance on testing DEF quality, considerations for storage, and the impact of temperature on its shelf life. DEF Maintenance and Testing (00:34:57) Discussion on the importance of maintaining DEF quality, testing procedures, and the significance of color, clarity, and odor in DEF. Cleaning Coolant Systems (00:38:38) Discussion on washing coolant balls with soap and water and proper cleaning methods for refractometers. Fleet Maintenance (00:39:21) Importance of proper cooling system testing and maintenance in fleets, and the need for education and awareness. Coolant Evolution (00:40:34) Transition from nitrite-based to nitrite-free coolants in automotive and heavy-duty applications, and the impact on cooling system performance. Coolant Failure Analysis (00:43:39) Joe Long's expertise in analyzing coolant failures, identifying causes, and providing solutions. Cooling System Cleaners (00:44:24) The need for cleaning coolant systems to address rust, corrosion, and other contaminants, with specific products for different types of failures. Diesel Exhaust Fluid (DEF) Inspection (00:47:00) Discussion on DEF freezing, white crud formation, and the need for regular inspection and maintenance. Platinum DEF Product (00:51:10) Introduction of Blue DEF Platinum with added inhibitor to prevent white crud formation, and the importance of using the right DEF for vehicle maintenance.
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
Recorded Live from MACS (Mobile Air Climate Systems Association) 2024 Training Event & Trade Show, shop owner and MACS board member Tim Iezzi discusses his family's legacy in the business and his passion for air conditioning and being a perpetual student. Tim also shares his experiences in working alongside other local shops, particularly when specialized services are required. This spirit of mutual support and knowledge exchange is what propels the industry forward, ensuring that we all benefit from shared wisdom. Tim Iezzi, MACS Board Member, Owner of Iezzi’s Auto Service, Reading, PA Show Notes
Learn More About MACS (Mobile Air Climate Systems Association): https://macsmobileairclimate.org/ Engineering School Experience (00:03:24) Tim's experience in engineering school and its impact on his problem-solving skills in the automotive industry. Specialties in the Shop (00:04:08) Tim's passion for air conditioning and electrical problems, and the significance of drivability work. Industry Collaboration (00:08:10) The value of testing and the collaboration among industry professionals for the benefit of the automotive industry. MACS Board and Industry Representation (00:11:12) The role of MACS board members in representing different sectors of the automotive industry and advocating for industry concerns. Teaching and industry events (00:19:48) Tim's involvement in teaching A/C best practices and the importance of industry events. Networking and industry support (00:23:57) Discussion about the renaissance of industry support, the value of networking, and the sophistication of the automotive industry. Future of the industry and business (00:24:28) Insights into the future of the automotive industry, potential changes in refrigerants, and the future of Tim's auto service business. The evolving automotive industry (00:27:11) Tim's positive outlook on the future of the automotive industry, the impact of technology, and the professional level of the aftermarket. Thanks to our Partners, AAPEX and NAPA TRACS Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR 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/ 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
Customer Relationship Management (CRM) systems are more than just tools; they are the lifeline of customer engagement and business growth. Explore strategies for identifying and re-engaging lost customers, adapting CRM practices to changing customer behaviors, and personalizing communication. Gregg Rainville, Steer by Mechanic Advisor. Greg's previous episodes HERE Jessica Carrino, Sparks Tire & Auto, St. Charles, MO. Jessica's previous episodes HERE Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE
Show Notes: Watch Full Video Episode Why CRM is Vital to Automotive Shop Success Part 1 [THA 359]: https://remarkableresults.biz/remarkable-results-radio-podcast/a359/ Effective CRM management (00:02:12) The importance of actively managing a CRM system to maximize its potential and impact on the business. Quality assurance in CRM (00:03:23) The importance of testing and ensuring the accuracy and effectiveness of marketing materials and communication sent through CRM. Customer communication preferences (00:05:05) Discussion on the shift towards text messaging as a preferred mode of communication and its impact on customer engagement. Email collection and personalization (00:08:25) Strategies for collecting email addresses and personalizing communication to enhance customer interaction and response rates. Continuous process improvement with CRM (00:14:36) The need for ongoing review and improvement of CRM processes to adapt to changing business dynamics and customer preferences. Identifying Lost Customers (00:18:23) Strategies for identifying lost customers based on seasonal changes and evolving customer behaviors. Adapting to Changing Customer Behaviors (00:19:28) Adjusting lost customer parameters due to changes in vehicle maintenance intervals and driving habits post-COVID. Utilizing CRM for Customer Engagement (00:20:38) Leveraging CRM data for customer engagement, tracking visit frequency, and utilizing CRM for personalized communication. Benchmarking and Regional Data (00:23:22) Understanding CRM benchmarks, lead conversion rates, and the significance of regional data for performance evaluation. Leveraging CRM Data for Business Improvement (00:24:24) The role of CRM data in formulating business strategies, performance improvement, and the value of coaching support. Optimizing CRM Communication (00:27:30) Efficient use of CRM for automated communication, personalized messages, and improving customer experience. Consistent Communication through CRM (00:28:01) The use of canned texts and consistent communication through CRM for enhanced customer experience. Customer Review Management (00:32:28) Leveraging CRM for timely customer review requests and strategies for improving review response rates. Shop Management Coaching (00:36:07) Discussion about the potential for shop management coaching and consulting services for software systems.
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/ 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 (X): https://twitter.com/RResultsBiz -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
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Our panel discusses the importance of Customer Relationship Management (CRM) in the success of auto repair shops. They highlight CRM's role in client retention, communication, and building trusted relationships. The discussion also covers the significance of integrating CRM with shop management systems and the potential for automation and reminders based on customer data. The panelists stress the importance of the first 100 days in the customer journey, the need for consistent touchpoints, and personalized communication. Gregg Rainville, Steer by Mechanic Advisor. Jessica Carrino, Sparks Tire & Auto, St. Charles, MO. Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE Show Notes: Client Retention and CRM (00:00:01) Discussion about the importance of CRM in client retention, communication, and building trusted relationships. Integrating CRM with Shop Management System (00:03:33) Importance of connecting CRM to the shop management system for consistent messaging and customer communication. Turning Customers into Clients with CRM (00:05:45) Exploring the potential of CRM to turn customers into loyal clients by setting up reminders for future service needs and sales opportunities. The first 100 days with a new customer (00:08:34) Discussion on the importance of communication and touchpoints with new customers in the first 100 days, including feedback, check-ins on deferred services, and personalizing communication. Customer retention through CRM (00:10:13) Exploration of the use of CRM systems to retain customers, including advanced filtering, finding lost customers, and maintaining communication through touchpoints. Utilizing Google reviews for reputation and new customers (00:12:23) The significance of Google reviews in building reputation and attracting new customers, with personal experiences shared by shop owners and the effectiveness of implementing a CRM program. Managing legacy customers and effective communication (00:18:15) Tips on how to engage with legacy customers through personalized gestures and the importance of clear and relevant communication. The role of service advisors in CRM (00:19:45) Exploring the role of service advisors in editing inspections, communicating with customers, and ensuring proper integration with CRM for effective customer engagement. The importance of email reminders (00:24:09) The panelist shares a personal experience of receiving an oil change reminder through text, which prompted them to book an appointment after receiving an email reminder later. Utilizing data and training for CRM success (00:25:16) The panelist discusses the significance of tracking and measuring data in CRM, as well as the importance of training employees on accessing and utilizing the available data. Improving customer experience with CRM (00:25:47) The panelist emphasizes the need for a customer success team that focuses on analyzing data and making marketing decisions based on shop management system data. The first touchpoint (00:30:46) Checking in with the customer two days after the visit, ensuring their satisfaction and introducing the CRM's communication benefits. The third touchpoint (00:31:31) Reminding customers about any declined repairs from the DVI 30 days later, using text and email to grab their attention. The 60-day touchpoint (00:32:18) Sending a friendly text with a list of declined services, making it more humanized and including a call to action scheduling link. Integration of CRM with shop management systems (00:38:14) Mention of the need for CRM to work with existing systems. Thanks to our Partners Shop-Ware and Delphi Technologies Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/ Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. https://www.delphiautoparts.com/ 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 (X): https://twitter.com/RResultsBiz -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
Click to go to the Podcast on Remarkable Results Radio
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