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  • Similar Topics

    • By carmcapriotto
      We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes.  Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Chris Monroe, Monroe Tire & Service, Shelby, NC. Business Development Coach,  Elite Worldwide, Elite Top Shop 360. Listen to Chris' other episodes HERE   Key Talking Points
      Watch Full Episode on YouTube HERE Websites - What they look for on websites: years in business, pictures of shop/employees (nonstock photos), connection (dogs, kids etc), phone number and email address, reviews, attraction to family business What didn't they say? Price, list of services Google Ads - Their use of the paid Google ads found at the top of search results- they do not consider them as recommendations. Consumers want to do their own research Cause Marketing - powerful but not a top priority to sway decisions, encourage referrals, and find a cause you believe in to be involved with. Complimentary Elite Customer Care Guide Template HERE. Link to Part 1 Link to Part 2
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Did you know that 70% of change initiatives with new programs/systems will fail due to a lack of leadership commitment?  I want to focus on mentor/mentee and apprenticeship programs, which are most critical to our industry’s survival.  You can lose your way without processes, procedures, and accountability to mold your apprentice into your shop. Too much talk and not enough action is the breakdown.  Luckily for you, my guest, Marc Brune, has a program focused on helping businesses develop entry-level technician mentoring programs with the tech shortage in mind.  Marc Brune, Business Development Manager, mentormentee.com  Key Talking Points
      3 key people- manager, mentor, mentee People are looking for a plan and someone to help along the path Preparing for business before entry-level candidate comes on board- do you have the right culture for a positive mentor-mentee atmosphere? Who will be the best person to step in (manager) and mentor (can multitask) Mentor- teaches not only automotive but also speaks the culture of the shop  Mentoring vs. teaching- teaching is 1-way street, and mentoring is a 2-way street Assessment- 15 different categories, ranked in order of importance Educate- set expectations for each role Execution- have mentee and plan Plan- having a repeatable plan  Online course specific for each role- 3 hours each Facilitating growth- offers ASE task lists used in ASE accredited program Soft skills- customers are a part of your business Setting goals- mentor and mentee can set specific goals with dates and be able to adjust   Recruit- “the important things are never urgent, and the urgent things are never important.” Have the recruiting mindset.    Execute- daily on the job training plan for mentees and track progress Analyze and reward- get the data flowing on how the mentor/mentee progressing. Build incentives for growth with both mentor/mentee. Don’t let your mentors go red in their pay. mentormentee.com 
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      I have heard mixed messages from around the country concerning parts. Are you seeing acquiring parts getting worse or better?
    • By carmcapriotto
      We are on Part 2 of our 3 Part series about customer perspectives with Bob Cooper. In this episode, Bob asks a panel of consumers at the 2022 Elite Invitational in San Diego about pricing competitiveness and how to recover when something goes wrong with a customer experience.
      Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Darrin Barney, VP of Operations, Elite Worldwide. President of Barney Brother’s Off-Road and Repair, Grand Junction, CO. Listen to Darrin’s previous episodes HERE
      Key Talking Points
      Pricing and Competitiveness: pricing is based on other businesses, economics/market conditions/competitors, sales force determination, and dealership prices. They do not understand where the price comes from.  Price comparing: asking why it's a considerable difference, asking to match the price, questioning labor prices, see a breakdown of prices. Be competitive, but you don’t need to match. Charge appropriately for your shop. Recovery- KIA EV battery issues- irritated loaner was a gas vehicle, KIA wrote check to cover gas during time they had car (for few months), “fix the problem so well they cant wiat for it to happen again.” KIA was understanding of their individual customer. Have a plan/procedure in place. Have a ‘discount’ budget to use- empower your people. LISTEN  Have the right people in place Complimentary Elite Customer Care Guide Template HERE  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer's opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge?
      Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE
      Bill Greeno, Quality Automotive Servicing, Truckee, CA. Bill’s previous episodes HERE
      Key Talking Points
      The consumer panel- you’re ideal customers, 3 from the dealership, 3 from independent   No matter how well your customers love you, they could love you like a rainbow, but there are some things that they will never ever tell you. How do we get inside of their minds and how do we learn? What's really important to them? How much a technician mechanic makes per hour? We need to get the perception and reality that people need to know you can earn a really good income in this industry  Be aware that you're gonna have a lot of customers that come in and may never come back if they smell smoke on your advisor or on any of your people and in their car. It's all marketing- align your image. Use surveys and programs to tell you what is important to customers Would you say mechanic, or would you say a technician?  Both of those terms, mechanic and technician, have a role in our industry.  A technician is a person employed to look after technical equipment or do practical work in a laboratory, an expert in a practical application of science or a person skilled in the technique of an art or craft technician. Examples of technicians are theatrical technicians, school, laboratory technicians, engineering technicians, laboratory technicians, electronics technicians, x-ray technicians. Mechanic is defined as an artisan skilled tradesperson who uses tools to build, maintain, or repair machinery The more we could bring the, the communication and the understanding between the customers and the technicians and the industry closer together, the more successful we'll be, and when it comes to SEO, just imagine what's gonna happen to the shop owners that start embedding mechanic What are some of the things that you could do to really. Make that customer go, you know what? I'm in the right place. I'm dealing with the right people Complimentary Elite Customer Care Guide Template HERE  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio


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