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Enhanced your vehicle multipoint inspections with Video


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  • 2 months later...









Joe, I agree 100%... with the concept. In reality, there's 2 tactics at work here. #1 - DEMONSTRATE the problem. #2 - Build TRUST. The ONLY problem with any of the strategies is... you have to use THAT 4 LETTER WORD! It's WORK! Yup! It takes a little work - but the rewards are well worth it. In fact, I did a video about this one simple strategy - and every repair shop in the market already has the tools to do it!

YOUTUBE-WeirdHack-AsSeenOnTV.jpg.331301bcb56e33fc2debad38891a9134.jpg

I know that with new or existing customers, you've GOT TO WORK on building TRUST! Sending video or simple pics does that. Sad to see that every shop owner ALREADY OWNS THE TOOLS THEY NEED... but they don't use them. :/

Hope this helps! 
Matthew Lee
"The Car Count Fixer"
Grow Your Car Count, Income and Profits!

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  • 3 weeks later...

I see two sides to the trust issue and video.

If you show a video of the problem (part) to the customer, they now trust that it (really) needs it. My thinking is that if they REALLY  trusted you , they wouldn’t need the video!

I only occasionally use pictures and seldom use video. I think trust is huge !

Victor

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Digital is the way to go but sending a video is a bit clunky.  The customer has to go through the whole video, then try to look back at pieces of it.  I think pictures as part of an inspection would be the better way to go.  Reserve video of items that move or make noise.

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We've been doing this for a couple of years now. We take a quick video with sound, 30 seconds or less, with a smart phone and email it to the customer through a dedicated business email . The customers can respond right through the email or call us back. We find it helpful in selling front end work, leaks and under car, things that customers can't readily see. Digital technology makes things easy and also lends professionalism to what we do.

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  • Have you checked out Joe's Latest Blog?

         3 comments
      Got your attention? Good. The truth is, there is no such thing as the perfect technician pay plan. There are countless ways to create any pay plan. I’ve heard all the claims and opinions, and to be honest, it’s getting a little frustrating. Claims that an hourly paid pay plan cannot motivate. That flat rate is the only way to truly get the most production from your technicians. And then there’s the hybrid performance-based pay plan that many claim is the best.
      At a recent industry event, a shop owner from the Midwest boasted about his flat-rate techs and insisted that this pay plan should be adopted by all shops across the country. When I informed him that in states like New York, you cannot pay flat-rate, he was shocked. “Then how do you motivate your techs” he asked me.
      I remember the day in 1986 when I hired the best technician who ever worked for me in my 41 years as an automotive shop owner. We’ll call him Hal. When Hal reviewed my pay plan for him, and the incentive bonus document, he stared at it for a minute, looked up, and said, “Joe, this looks good, but here’s what I want.” He then wrote on top of the document the weekly salary he wanted. It was a BIG number. He went on to say, “Joe, I need to take home a certain amount of money. I have a home, a wife, two kids, and my Harly Davidson. I will work hard and produce for you. I don’t need an incentive bonus to do my work.” And he did, for the next 30 years, until the day he retired.
      Everyone is entitled to their opinion. So, here’s mine. Money is a motivator, but not the only motivator, and not the best motivator either. We have all heard this scenario, “She quit ABC Auto Center, to get a job at XYZ Auto Repair, and she’s making less money now at XYZ!” We all know that people don’t leave companies, they leave the people they work for or work with.
      With all this said, I do believe that an incentive-based pay plan can work. However, I also believe that a technician must be paid a very good base wage that is commensurate with their ability, experience, and certifications. I also believe that in addition to money, there needs to be a great benefits package. But the icing on the cake in any pay plan is the culture, mission, and vision of the company, which takes strong leadership. And let’s not forget that motivation also comes from praise, recognition, respect, and when technicians know that their work matters.
      Rather than looking for that elusive perfect pay plan, sit down with your technician. Find out what motivates them. What their goals are. Why do they get out of bed in the morning? When you tie their goals with your goals, you will have one powerful pay plan.
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