Picture This - Lessons learned, teaching can turn into a lesson as well
-
Have you checked out Joe's Latest Blog?
-
By Joe Marconi in Joe's BlogI 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!”
-
-
Similar Topics
-
By carmcapriotto
Thanks to our Partner, NAPA Auto Care Recorded Live at Vision Hi-Tech Training & Expo, Jeremy O'Neal shares his journey of transforming a struggling business into a thriving enterprise, emphasizing the critical role of service advisor training. Jeremy also highlighted how understanding the business, the owner's goals, and team dynamics is essential before implementing any training program. It's not just about fixing cars; it's about creating an exceptional customer experience that drives business success. Jeremy O’Neal, Advisorfix, Freedom Auto Repair, Hesperia, CA. Previous episodes HERE. Show Notes
Service Advisor Coaching & Training: https://www.advisorfix.com/ Jeremy's Transition to Shop Ownership (00:00:36) Jeremy discusses his transition from service advisor training to owning Freedom Automotive. The Impact of Vision 2024 (00:04:17) Jeremy and Carm discuss the impact of the Vision 2024 event on their lives and the industry. Youth Presence at Vision 2024 (00:04:48) Carm and Jeremy discuss the significant presence of young talent at the Vision 2024 event. Jeremy's Business Growth (00:06:56) Carm inquires about the growth of Jeremy's business over the past eight years. The Importance of Service Advisor Training (00:07:11) Carm and Jeremy discuss the critical need for service advisor training in the automotive industry. Jeremy's Business Transformation (00:08:55) Jeremy shares the transformation of his shop, including significant growth and plans for expansion. The Role of Service Advisors in Business Growth (00:09:29) Jeremy discusses the potential for business growth by adding service advisors and technicians. Customer Service Challenges (00:10:45) Jeremy and Carm discuss the decline in customer service and the impact on the automotive industry. The Role of Customer Experience (00:12:21) Carm emphasizes the importance of creating a great customer experience in automotive repair shops. Parenting and Cultural Observations (00:13:24) Jeremy shares his observations and concerns about modern parenting and societal changes. Firing underperforming staff (00:15:20) Jeremy discusses his commitment to high service standards and the consequences for those who don't meet them. Training and standards (00:16:07) Carm questions Jeremy about his work-life balance and the importance of training in maintaining high standards. NAPA Auto Care Center program (00:16:55) Carm discusses the benefits of the NAPA brand and the Pro Image upgrade program for automotive shops. Employee commitment and performance (00:19:00) Jeremy shares his experiences with committed but underperforming employees and the impact on customer service. Service advisor training and culture (00:21:20) Jeremy emphasizes the importance of daily coaching and the shop owner's role in guiding training and culture. Continuous improvement and learning culture (00:23:03) Jeremy discusses the importance of employees having a learning culture and the availability of educational content. Phone call analysis and customer service (00:24:22) Jeremy explains the value of listening to service advisor calls for assessing competency and customer responses. Service advisor's impact on top-line sales (00:26:26) Jeremy highlights the significant impact of service advisor competency on the shop's top-line sales. Life Cycles with Customers (00:30:57) Jeremy shares a personal anecdote about a customer's car and the importance of understanding customer needs. Building Trust with Customers (00:31:35) Jeremy discusses the importance of building trust with customers and ensuring they follow the shop's process for repairs. Market Trends and Automotive Industry (00:32:52) Jeremy talks about market trends, the impact of COVID-19, and the future of the automotive industry, including the rise of EVs and hybrid vehicles. Success in the Marketplace (00:34:19) The discussion revolves around the importance of solid processes, good people, and effective marketing to succeed in the marketplace. Communication and Networking (00:35:18) The conversation shifts to the significance of communication and networking, including a mention of the Disney Institute's emphasis on personal interaction. Reflecting on Life's Milestones (00:37:21) Jeremy reflects on life beyond 50, the legacy he aims to leave, and the importance of capturing special moments with loved ones.
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
Click to go to the Podcast on Remarkable Results Radio
-
By carmcapriotto
Psychologist Dr. David Weiman discusses the psychology of change, why change is challenging for some, the various reactions people have, and strategies for leaders to manage and encourage change. Dr. Weiman advises over-communicating to reduce confusion, engaging with resistant team members, and implementing incremental changes using the Kaizen method. By understanding the psychology behind change, involving our teams in the process, and holding onto our core values, we can navigate the waters of innovation with confidence and purpose. Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. Listen to David’s previous episodes HERE Show Notes
Different reactions to change (00:01:42) Exploration of people's different reactions to change, including enjoyment, resistance, and resignation. The psychology of change (00:03:22) Insight into the psychological aspects of change and the role of personality in embracing or resisting change. Common reactions to change (00:04:47) Explanation of common reactions to change, such as confusion, resistance, resignation, and optimism. Implementing change in organizations (00:07:22) Discussion on strategies for implementing change in organizations, including involving critics and establishing a sense of urgency. Overcoming fears of change (00:09:48) Exploration of how individuals tend to project their worst fears onto change and the impact of mindset on embracing change. Embracing innovation and change (00:15:40) Discussion on the importance of embracing innovation and change in service organizations and the role of leadership in promoting creativity and innovation. Understanding Change (00:17:53) Dr. Weiman discusses how to help those uncomfortable with change and focuses on what stays the same. Common Reactions to Change (00:19:20) Carm and Dr. Weiman delve into common reactions like confusion, resistance, and resignation, and discuss ways to address them. Overcoming Resignation (00:20:52) Dr. Weiman explains how to engage with resigned individuals and overcome their lack of enthusiasm for change. Kaizen and Incremental Change (00:23:49) The importance of implementing change in small incremental steps using the kaizen method is discussed. The Just Noticeable Difference (00:25:52) Dr. Weiman explains the psychological concept of the just noticeable difference and its application in implementing small changes. Embracing Change (00:27:43) Carm emphasizes the importance of embracing change for the growth and survival of a company, and Dr. Weiman discusses the impact of change on customers.
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/ -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
Click to go to the Podcast on Remarkable Results Radio
-
By carmcapriotto
Greg Buckley and Carm Capriotto discuss the importance of education and communication to our senior communities. Greg shares stories from his own experience, emphasizing the importance of community involvement and customer satisfaction. The intensity and dedication of senior women attending an event shows there is a need to teach for for them to learn. Show Notes
(00:09:21) Greg discuss their impressions of the women attending the event and how impressed Greg was by their note-taking and dedication to learning. (00:10:30) The importance of shop owners promoting their profession and industry and encourage others to consider implementing similar educational initiatives. (00:24:53) The importance of finding a service provider who treats customers with respect and how to approach a service counter. (00:27:43) Greg discusses the different angles and opportunities for his "Drive Safe, Drive Smart, Drive Healthy" program, including collaborating with organizations like the Delaware State Highway Safety Association and AARP. (00:30:42) Greg discusses the benefits of incorporating these topics into the service advisor training. (00:35:02) Greg talks about using social media, specifically live videos, to showcase educational content and safety issues encountered at his shop. He mentions obtaining permission from customers to use their videos for marketing purposes. (00:35:35) Greg shares a story about a customer who was surprised by a $600 bill after an inspection of her car. Greg discusses how he handled a customer complaint and how it led to positive word-of-mouth referrals. (00:41:11) Greg talks about the success of his new store in Millsboro, Delaware and the importance of community involvement and giving back.
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:
Click to go to the Podcast on Remarkable Results Radio
-
By carmcapriotto
One of our listeners emailed in with the following question.
I Always wondered why, when we have another marketing company review and grade our website, it always come out pretty crappy on the scorecard? From loading speed, to keywords, SEO, overall performance etc. I have used Lighthouse and some other things to gauge the performance, but the numbers never seem to match what the other party produces. I feel like some marketing companies use smoke and mirrors for selling their websites that really may not be any better than what we already have. I’m sure this is an issue for others too.
We answer that question in this episode.
Talking Points
There’s a big difference between a solicited audit and an unsolicited audit There are no standards in place Much of what is done in marketing is based on opinion or an internal belief system Trust your “BS meter”
How To Get In Touch with Cinch CRM
Website - https://cinch.io/
LinkedIn - https://www.linkedin.com/company/cinchplatform/
Facebook - https://www.facebook.com/CinchPlatform/
YouTube - https://www.youtube.com/@CinchPlatform
How To Get In Touch with Shop Marketing Pros
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Thanks to our partner, RepairPal. Visit the Web HERE
Click to go to the Podcast on Remarkable Results Radio
-
By carmcapriotto
You’re growing -a lot, but concerned about losing the company culture you’ve spent so much time, energy, effort, and money on building. In this episode, Kim Walker shares her thoughts, ideas, and strategies being implemented to be super intentional about maintaining company culture.
Talking Points
Worked hard to define core values, build a team, processes You’re getting great results You’re growing But fearful of losing momentum, culture, pace, etc Keep Core Values front & center. What we do: Hiring, onboarding Firing relates back In the middle - reward + recognize Make decisions Process Documented Practiced by all Appreciated + Understood Onboarding. How do you do it? Is it documented? Can it be duplicated easily? Hire Slow, Fire Fast Games Kim Games (Slack) JR’s Dad Jokes + Puns Playfulness, laughter, joy. Happiness is a core value for us. Contests. Surprises Letters to family Door Dash Travel together/retreat Training Meaningful Easily found for future reference Mentoring Day to Day Connections Slack Huddles Project Management software communication
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
-
-
-
Our Sponsors
Recommended Posts