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December spells the end of 2018, and hopefully you're wrapping up what was a fantastic year for your auto repair shop and business. Now… it’s time to start thinking about how to make 2019 an EVEN BETTER year. (Heck, let’s go ahead and plan on making it your best year ever! Right?) By attending for this special Live Online Webinar, you're going to get the proven 4-step process that will practically GUARANTEE 2019 to be a blow-out success for you. With these four steps, you’ll be able to… 👉 ==> DOUBLE your take-home pay (Yes, that’s not a misprint. I’ll show you how.)
👉 ==> Magnetically attract more (and even better!) customers to your shop
👉 ==> Easily sell your services at higher prices than your competitors
👉 ==> Find, hire, and keep that elusive tech you’ve been searching for
👉 ==> Put the fun back into running your shop! If you're interested... there is absolutely ZERO cost to attend this training. All you'll need is 45 minutes of your day set aside in order to watch this webinar live. For the dates, times, and registration details, CLICK HERE
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Elite is proud to announce that we are partnering with BOLT ON TECHNOLOGY to help auto repair shop owners become more successful. When choosing to partner with a company we always take a careful look at their principles, at their ability to help shop owners, and at the impact they're having on the industry. BOLT ON has been able to exceed our most optimistic expectations in all of these categories, so it's truly an honor to be able to partner with them. BOLT ON and Elite will elevate the auto repair industry by making it more sophisticated, attractive to a new generation of shop owners, perpetuating ethics-based business practices, and overall creating better opportunities for success. The valuable technology and education provided by the companies will give shop owners the critical tools needed to improve car counts, AROs and customer trust. BOLT ON provides an award-winning suite of shop management products that makes shops more attractive to prospective employees and customers. Each tool helps shops operate efficiently by streamlining scheduling and updating customer information, producing more accurate reporting, strengthening customer communication through digital inspection capabilities and allowing managers to stay on top of business performance. Elite provides shop owners premium training in business practices such as recruiting courses, marketing courses, phone skills and sales training, peer group meetings and comprehensive coaching programs where every Elite coach is the past or present owner of a very successful auto repair business. “We’re proud of our partnership with BOLT ON TECHNOLOGY because of all the synergy between the two companies both in our cultures and overall goals,” says Bob Cooper, founder and President of Elite. “Our belief is that every shop owner needs both the right people and the right systems to reach their potential, and this partnership helps them achieve both objectives.” “The key to fulfilling our mission is making every resource available to our customers that will improve their business,” says Mike Risich, founder and CEO of BOLT ON TECHNOLOGY. “We’re extremely excited about our partnership with Elite because the best solution for a shop that wants to grow is not just to train management or implement new technology, but to utilize both.” About BOLT ON TECHNOLOGY
BOLT ON TECHNOLOGY equips the automotive repair and maintenance aftermarket with award-winning technology tools to improve customer communication. The company's technology instantly transmits photos, videos and text messages to communicate automotive repair details, thereby increasing customer trust, boosting sales and empowering shops to build long-term customer relationships. Along with ongoing training and support, BOLT ON's mobile and digital tools also reduce problems inherent in the service process, while increasing shop productivity, revenue, and customer satisfaction. For more information, visit www.boltontechnology.com or call 610-400-1019. About Elite Elite was founded in 1990 with two primary goals in mind: To help shop owners build more profitable, successful businesses, and to give back to an industry we love. Elite’s services help shops identify business challenges, and improve in the areas of sales, marketing, employee management, recruiting and all facets of shop management so that they may reach their full potential. Elite hires only coaches and trainers with extraordinary track records of success, who share these goals and have the same passion for making this industry a better place by improving the lives of shop owners, their employees, their customers and their communities. For more information, visit www.eliteworldwide.com or call 1-800-204-3548.
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A few weeks back I had a problem with my refrigerator. I got a referral and called an appliance repair company. I called three times and each time I called this is what happened: "C and E appliance, please hold." I was put on hold three times for about 5 minutes. After being put on hold each time, a women would say, "What's the problem?" No engagement, no sign of interest for me the customer, no signs of caring. I gave the women a brief description of the problem and each time she told me someone would call me back. Well, no one did. So, I called for the 4th time, and as the person answered the phone I said, "DO NOT PUT ME ON HOLD." There was silence, so I continued. I explained to her that she has spoken to me three times, I left messages three times and three times you told me that someone would call me back. She replied, "You are talking to the wrong person, if you have any complaints, write a letter to my boss, after all he won't listen to me anyway." I hung up the phone and called another company. The lesson and takeaway here is simple: Who's answering your phone? The wrong people on the phone in your shop can kill your business. Have meetings with your people. Make sure you review your phone skills policy. If you don't have one, create one. Empower your people to people to handle issues. And make sure you log every phone call. If you feel you have a problem, start recording phone calls. Your phone is your lifeline to future business. So, please ask yourself....Who's answering your phone?
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The day to day operations of running a business can take its toll on anyone. To be a business owner means to address problem after problem and finding the right solutions. Sometimes the decisions we make will be the right ones, sometimes not. If we are not careful, this emotional roller coaster we call being in business, can make us focus too much on the negative, and not the positive things that happen in our lives. With nearly 4 decades as a business owner, I can say with certainty that one of the basic building blocks of being successful in business is having the right team of people around you and getting yourself in the right frame of mind. You need to find and hire great people. But once you have them, you need to do all you can to take care of them, train them and make them successful in order for you to be successful. Is it easy? No. But it is essential. Most important; you need to treat each day as if it were a gift from the heavens and base your entire perspective from a position of strength and remaining positive. I know it’s not easy, but I can tell you, it works.
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Article: Ouija Board Diagnostics - You're doing it wrong if your Ouija board is your go to diagnostic toolOuija Board Diagnostics I’ve often wondered why a lot of the driving public believes auto repair is something for non-thinking Neanderthals that have no ambition to do anything else in life. For all I know they think we (us mechanics that is) diagnose every problem by breaking out a Ouija board, while humming some ancient automotive chant. It could also be that a good mechanic just makes things look easy to the unaware and uniformed layman. With the right mechanic the whole thing can seem effortless, easy, and somewhat second nature when it comes to diagnosing a problem. To the armchair mechanic sitting at home watching the next new automotive reality show, it’s either – “Repairs are a no-brainer, I can do that”, or it must be some sort of Ouija board magic. Mind you, the number of individuals who still believe anyone can be a mechanic is dwindling ever so slowly. Mainly because the car itself has gone past the point of parts swapping and a shade tree mechanic’s ability to repair the modern car. It’s no secret good old dad with the typical box of tools from a discount chain store can hardly change a spark plug anymore, let alone find them. Oh sure, you can still do a pad slap at home, and you can probably toss on a set of shocks, replace a bulb or two, but diagnosing a problem, especially one that involves some form of electronics… well… that’s a whole new issue to deal with. It could be they need to master the Ouija board diagnostic scenario, or they need another round of You Tube videos. Every mechanic has undoubtedly heard the same thing from a well-seasoned You Tuber, “Oh I could have done that.” This usually leads to an even longer explanation of how you’ve done the entire repair wrong, but put the tools in their hands, and the results are pretty consistent. The car is either incorrectly put together, or they’ve lost some parts between point A and point B. Videos are great, but you still need to have some mechanical dexterity. A good example of this scenario is when I was teaching a brake shoe replacement class the other day. After explaining the type of brake system we were working on, I removed the brake shoes from the car. Next, I reinstalled the same shoes, slowing down just enough so they could see how to use the brake tools. It probably took all of 20 minutes to explain it in detail and install the shoes. All the heads were bobbing and the usual consensus was they all had this repair procedure down pat, because, as we all know, anybody can do brakes. Well, as if it was no surprise, when the students got their hands into the job all I heard was one cuss word after another and the occasional student chasing a bouncing spring or clip across the shop floor. So much for easy, aye? So, where do most of these unprofessional type mechanics and couch connoisseurs of the automotive world go for any information? Where else, the internet. The one place that doesn’t check the credentials of the person making the video, and the one place where anyone with a box of tools can be a superstar with a wrench. In their video they’re the automotive expert, camera man, sound man, director of content, and editor all at the same time. No need in researching the facts, looking up the proper methods, or any other various procedures, service bulletins, or the latest tools related to that particular job. I wouldn’t be surprised if there’s a video out there with a couple of guys surrounding one of those Ouija boards asking why the short fuel trim is higher on one of side than the other. Ouija board or not, there are a few draw backs to internet information, but there really are a lot of super fantastic guys and gals putting out some very helpful videos on car repair. It’s just the few home brewed videos that make me cringe. Some of these back yard magicians seem to consult their Ouija board way too often. As if they conjured up some miracle answer right on the spot. Honestly, some of these videos are about as reliable as fake news. But, then again… that’s what some people think the professional mechanic does every day. As there has always been, and there will always be, a shortage of trained technicians out there able to handle the job of repairing the modern car. I’m very sure we will never see the day when there is an overabundance of good mechanics who have to change careers because there is no room for them under the hood. It’s never going to happen. What does need to happen is the one thing consumers don’t want, and that’s cost of repairs most certainly need to rise, as well as the mechanics’ wages to keep up with all of these technical advancements. It’s not a maybe, it’s a must or the technology will run right past you. Ask any mechanic what they learned on a vehicle from 10 years ago vs. today’s cars, and you’ll find that nearly half of what they did back then isn’t applicable in today’s diagnostic procedures. To be a good technician these days takes a lot of training, a lot of time spent reading, and understanding the latest technologies. New information comes from the manufacturers’ engineering departments just as fast as the cars come off the assembly lines, and to stay on top of things you need to study. I’ve heard people tell me, “Yea, I went to an automotive tech school to be a mechanic, but I didn’t learn anything.” Seriously? I’m sure you learned a whole lot. The problem isn’t the school training, the problem is you. Training doesn’t stop with your diploma, it stops when you stop wanting to advance your knowledge in the repair industry. School is a starting point, but to be a modern mechanic means you need to stay focused on the technology, take advanced training classes in your field of choice, and not expect answers from a You Tube video or your Ouija board. There’s a lot to learn and retain. It’s not a trade where you learn one method and expect that skill to last you throughout your career. It’s an ever changing industry with ever changing technology. Learn the basics, then learn to diagnose the modern car. You can’t guess at a solution or consult that old Ouija board for the answers. It takes practice and a lot of hands on from a dedicated individual willing to get their hands dirty and diagnose an automotive problem. Then solve it correctly. Sorry, no Ouija board diagnostics allowed.
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