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Don’t be judged by the smudge!


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Hi Joe! 

You said...

On 9/30/2017 at 12:51 PM, Joe Marconi said:

you can do the best repair, using the best parts, performed by the best technician on the planet. But what the customer sees is not necessarily your hard work, it’s that little greasy smudge that you are judged by.  Unfortunate and unfair?  Yes. But it’s a reality.

I'm not speaking to whether or not it's fair - but the reality is it's the economy we're living in - and that drives peoples viewpoint - and THAT makes this a big deal. 

In reality, we live in a "Review Economy", don't we? Let me ask you a question. What was the last thing you purchased for over $100? Did you check reviews BEFORE you bought?? I know I buy a lot of camera gear and lenses - and I always check reviews online - and even follow pro photographers that do reviews - and I do that ALL before I buy. 

The world has changed. I don't have to sit in a classroom and listen to some Phd, MBA or XYZ to learn something. All we need to do is find people who are already where we want to be and then follow and connect with them.

So I am not saying she was right or wrong. What I am saying is that the slightest little "mess up" can become a bad review real quickly. In fact, in the story you spoke of, you're probably real lucky that she told YOU FIRST - and had a chance to make it good. Otherwise it could have cost you a lot more in the long run. 

Hope this helps!

Matthew Lee
"The Car Count Fixer"

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  • Have you checked out Joe's Latest Blog?

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      It 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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