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Hope everyone is having good week with great sales. I am in the process of renegotiating my employee’s uniform contract. It is sorta the same old thing start low then get higher. Could I get some feedback on how you guys are handling this. I have looked at buying uni’s for my guys. In my area it is expensive and they do not want to update my guys. Just lchecking some ideas . Thanks guys. David
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As shop owners, we sometimes feel that we need to answer every question and handle every situation. While you need to be proficient as a business owner, you also need your employees to think for themselves. Empower your people to solve problem. Ask them for their opinions and don’t be too quick to jump in on every situation. The more you jump in and solve their problems, the more they will rely on you. This is not to say you don’t have their back; but a team functions best when everyone takes ownership of their position and takes responsibility to take care of problems. Will employees make mistakes? Yes. But there isn’t a shop owner on this planet that has a perfect record at making decisions. We all make mistakes. As a shop owner; teach, mentor and coach. Include your employees in on decisions that relate to their job position. When employees feel you trust them, they will begin to solve their own problems. This will set you free to work on the things that will bring you greater success.
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There's a time to work, and there's a time to relax a bit. We are in the middle of a three- day weekend; Labor Day. The very name Labor Day should make us all think about how hard we work all year long. We need balance in our lives. We need time with friends and family. So, take a break and recharge your batteries this holiday weekend. It will do you a world of good. Trust me, the business will be there after the weekend is over. Happy Labor Day Weekend!
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Roughly a month ago, I went to lunch with a good friend of mine. He works for the YMCA, so we discussed what the YMCA does to attract new members. A few years ago, my friend and his team realized that while they were good at attracting new members each year, they had little to no retention. It was a constant battle to bring in new members to fill the void of lost members. The YMCA realized that it’s easier and less expensive to keep existing members, than to go out and find new ones. They created a new marketing strategy with a focus on keeping existing members. The plan was simple: create an amazing experience for their members and offer new programs to these existing members. The plan worked. Member retention improved. What worked for the YMCA will also work for your business. Before you spend a dime on advertising, you need to understand one crucial component of your business; the customer experience. Without a great customer experience that gives your existing customers a compelling reason to return, you’re simply wasting your money on advertising. Advertising is often aimed at new-customer acquisition. There is nothing wrong with this. Every business loses clientele each year for a number of reasons, and we need to get our name out to our community about who we are and what we do in order to attract new consumers. But, to rely on new customer acquisition alone without a plan to keep existing customers is not a strategy for long-term, sustained growth. Every marketing plan starts with looking at your entire operation and how it relates to the customer experience. Are you doing all you can to create an amazing experience that builds solid relationships? If not, you will be in the same position the YMCA was: using advertising to fill the void of lost customers. While there are many aspects of the customer experience, let’s focus today on the four essential areas: The customer write-up, the sales process, the car delivery and the follow-up. Each of these touch points must be executed with one thing in mind: create an experience so amazing that the customer will have a compelling reason to return your shop again. Customer write-up starts the process. It’s where you begin the relationship or continue to preserve it. It must be performed as if you are welcoming a guest into your home. The sales process must communicate value and benefits to the customer. This gives the customer peace of mind, reduces anxiety and buyer’s remorse. The car delivery is your chance to leave a lasting positive impression of you and your company. It should not be a transaction, but instead the opportunity to resell the job, you and your company. The car delivery should not be rushed. Take the time to review the invoice, ask the customer if they have any questions. Let every customer know how important they are and how much you value his or her confidence and trust in you and your company. The follow-up continues the customer experience. This is where you reach out to the customer with a phone call, email, or thank-you card. It helps with customer retention by making another positive impression in the mind of the customer. Getting back to car delivery: Make sure you review all future service recommendations and let the customer know that they will receive a service reminder. But don’t rely on a postcard or email alone to bring back customers. Think about this: If you had a bad experience at a restaurant, no offer or ad is going to get you back there—only an amazing experience will. The same holds true for your business. By the way, an amazing customer experience is created by the people in your company. Sure, you need to have a clean, well kept facility with nice amenities. But it’s the people in your company that make the difference. Billion dollar stadiums don’t win championships—it’s the quality of the players on the field that win championships. Everyone in your company is part of your marketing plan. A simple smile and hello from a technician when a customer walks past the bays can do more for your business than any ad can. Let me leave you with this thought: Customers will not remember the mass airflow sensor you installed or the exhaust leak you repaired. But they will remember their experience. A positive experience is lasting in the mind of the consumer. It’s the most powerful marketing tool you have—and it’s virtually free. This story was originally published by Joe Marconi in Ratchet+Wrench on September 1st, 2018
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In my 38 year business career, it has always been an issue with summer vacations. We want our employees to enjoy life, but the summer is our busiest time. What are shop owners doing to maintain production, while balancing vacation time?
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Free webinar for all members hosted by @Ron Ipach from Captain Car Count!
As you already know, finding good, qualified technicians isn’t as easy as it was in years past. Gone are the days of simply placing a few ads online or in the newspaper help-wanted section.
When you combine the fact that more shops than ever are in the hunt for qualified applicants, with the ever-shrinking pool of technicians to draw from, it’s no wonder so many shop owners are frustrated with their search.
Attracting good technicians today requires a radically different approach, and on this highly informative online training event, Ron Ipach, president of Repair Shop Coach, will walk you through the same strategies that his clients are using to attract lots of highly qualified to their shops on a consistent basis.
CLICK HERE TO REGISTER
Time slots vary and are held weekly:
Please reach out to @Ron Ipach for additional information.
By Elite Worldwide Inc.
The top shops in America realize that in order to build a successful business they will need to have team players that are self-starters, who can produce, and who will never compromise their ethics. Over the years I’ve not only been fortunate enough to hire many of our industry superstars, but I have seen hiring mistakes made every day by shop owners all across America. In order to help you with your business, I’d like to share what I believe to be the 5 most common hiring mistakes that shop owners make.
1. They are afraid to pay top buck. In business there are a number of rules that are timeless, and one is that you get what you pay for. The reason the superstars can command top buck is pretty simple; it’s because they can produce. The techs and advisors that earn average incomes all have one thing in common; they produce average results, and average employees will never take you to the top. Every top shop owner that I have consulted with will agree that once you hire a superstar, you will quickly see that they are one of the best investments you will ever make.
2. They are afraid to provide a respectable guarantee. Most shop owners are reluctant to give a respectable guarantee because they are afraid the new hire may not produce, and they will be stuck paying a big guarantee. Now here are two important points that they don’t understand. First of all, if they believe they are providing the potential employee with a great opportunity, then providing a respectable guarantee shows the candidate that they have confidence in their business, and in the position they are looking to fill. Secondly, most shop owners are so concerned about how much the guarantee could cost them, they completely forget that if the employee doesn’t produce, there’s a simple solution: You let them go.
3. They use the wrong criteria when making their employment selections. Most shop owners hire techs and advisors based on their level of knowledge and industry experience. Although those are both important considerations, what’s more important is the attitude of the applicant, their aptitude and their ethics. A wise man once told me we hire people for what they know, and we fire them for who they are.
4. They don’t look beyond the candidate. The shop owners who employ the superstars all realize that when they hire Larry they get Mary. What this means is that if the candidate has a significant other in their life, you can rest assured that they will play a role in the candidate’s decision. This is why at Elite we encourage all of our clients to ensure their compensation and incentive package has what we refer to as “go-home” benefits. Examples would be retirement programs, paid holidays and vacations, well-days, etc.
5. They forget that the superstars will be interviewing them. The top shop owners all realize that the superstars they are interviewing will have no trouble at all finding a shop that will hire them. Accordingly, throughout the interview process the superstar will be interviewing the shop owner, and they’ll be asking themselves whether or not they would like to work at the shop. They will be evaluating you by the type of questions you ask, and the interviewing-qualification process you take them through. If at any time they feel you are hiring out of desperation, rather than ensuring it’s a great fit for everyone, one thing is for certain: They’ll walk, because what they are looking for is the opportunity to work at an ethical shop that enjoys a good reputation in the community, has team spirit, and has leadership that allows them to clearly see their future with the company.
Since 1990, Bob Cooper has been the president of Elite, 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 one-on-one coaching from the industry’s top shop owners, service advisor training, peer groups, along with sales, marketing and shop management courses. You can learn more about Elite by visiting www.EliteWorldwide.com
By Elon Block
Alex suggested I post in this forum.
For those of you that may new to the forum, I have created a blog here with
helpful articles and videos:
We also have a large archive of free training materials on our website:
Let me know if we can be of help to you and your business.
By Joe Marconi
Perhaps the worst time to look to hire a technician, is when we lose one. At that point we go into “Crisis Hire” mode. We most often settle for anyone, rather than taking our time to find the right person.
We need to take a lesson from large organizations and sports teams. Their strategy? They continually recruit. I did not say continually hire, I said continually recruit.
You need to be on the look out for the talent in your community. Find where the best of the best are working now. Reach out to these people, get to know them.
Make is part of your overall business plan to stay in touch with trade schools, the military for returning vets, and any other employee agencies. Identify key people in your local auto community and ask questions; where are the best technicians? How can I contact this person? Who knows this superstar tech?
In other words, allocate a significant portion of your time in the area of recruiting. Your goal is to have people in the pipe line. So when you lose an employee you have a list of contacts to reach out to.
In the book “Work Rules”, a book about Google and its employee strategies, the author states that Google follows this rule: “Hiring is the single most important activity in any organization"
By Joe Marconi
Its no surprise to anyone in the business that it is getting increasingly harder to find qualified entry level techs. Trade schools are producing graduates, but where are they? And, how qualified are they?
We need to address this industry problem. Timing is right; more and more people are realizing that the trades are great alternatives to professional markets that are saturated with lawyers, accountants and financial positions.
Where do you go to find techs? How many are home-grown anymore?