Mobile Auto Repair?
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By Joe Marconi in Joe's BlogTypically, when productivity suffers, the shop owner or manager directs their attention to the technicians. Are they doing all they can do to maintain high billable hours? Are they as efficient as they can be? Is there time being wasted throughout the technician’s day?
All these reasons factor into production problems, but before we point fingers at the technicians, let’s consider a few other factors.
Are estimates being written properly? Are labor testing and inspections being billed out correctly? Are you charging enough for testing and inspecting, especially for highly specialized electrical, on-board computer issues, and other complex drivability work? Is there a clear workflow process everyone follows that details every step from the write-up to vehicle delivery? Do you track comebacks, and is that affecting production? Is the shop layout not conducive to high production? For example, is it unorganized, where shop tools, technical information, and equipment are not easily accessible to every technician? Are you charging the correct labor rate and allowing for variables such as rust, vehicle age, and the fact that most labor guides are wrong? Also, is there effective communication between the tech and the service advisor to ensure that extra labor time is accounted for and billed to the customer? These are a few of the top reasons for low productivity problems. There are others, but the main point is to look at the entire operation. Productivity is a team effort. Blaming the techs or other staff members does not get to the root cause in most cases.
Maintaining adequate production levels is the responsibility of management to create the processes that will lead to high production while holding everyone accountable.
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By Transmission Repair
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By carmcapriotto
We are on Part 2 of our Service Advisor Overload discussion because we couldn't fit it all into 1 episode! How ironic! Did you know most shops are missing $300-500k in gross profit dollars because their service advisor doesn't have the time to tap into those dollars? You must build a wall of support around your service advisor.
Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE
Show Notes:
Service Advisor Overload [THA 305] Don’t have your advisors do your job as a shop owner- create the environment for success VOIP phone systems for a streamlined process Don’t have one email for the whole shop! Are your advisors doing things manually when they could be automated? “Appointment Request” for the website Alert the customer of the progress (text capabilities) Pre-booking- preventative maintenance, tire changeovers during downtime of the year Are you “wing it” automotive? What is your onboarding system for an advisor? What are their holes from a behavioral standpoint? Soft skills KPIs for service advisors? Measure, track, gauge and improve Be professional- leave the drama at home Accountability coach Understand the probabilities of each department in your shop- don’t mask it all together. Slowly growing into an overload- it doesn’t happen overnight. Eliminate Diversity Overkill- stick with what you’re good at! Fireflies.AI
Thanks to our Partners Shop-Ware and Delphi Technologies Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
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Aftermarket Radio Network
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Important Books
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
If you want to get a good fight started in the automotive industry, all you have to do is start a discussion about coupons or discounts. In this episode, we dig into the topic. Should you use coupons in your marketing strategy?
Thank you to our friends at RepairPal for providing you with this episode. As shop owners, we were part of RepairPal’s Certified network, and you can learn more at RepairPal.com/shops.
Talking Points
Should you use coupons in your marketing strategy? Will they bring you more clients? What type of client are you trying to attract? Are you good at converting “coupon customers” into lifelong customers? If you do use coupons, what are some promotions you can do? Can coupons be successful with high-end clients? If you don’t want to do discounts but do want to run promotions, what are some ideas?
Lagniappe (Books, Links, Other Podcasts, etc)
$100M Offers by Alex Hormozi
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]
Thanks to our partner, RepairPal. Visit the Web HERE
Click to go to the Podcast on Remarkable Results Radio
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By Joe Marconi
Many shop owners have increased their labor rates in the past year or so. That is great news. Now, what's your next move?
Anyone who knows me knows that, in my opinion, in general, we have been too cheap for too long. But, determining your labor rate is not the only consideration to attaining a profitable business.
What about productivity, efficiency, keeping expenses in line, gross profit, and net profit?
What are you doing to ensure you are meeting the financial needs of your business and also paying your employees the money they desire?
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By carmcapriotto
With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service? Steve Digioia, Author and Trainer Show Notes
How do I make you feel while I am providing this service? What can you do during the service part of the transaction to hook this customer in, hopefully for life? It has to be something more than just a mechanical aspect of it. There has to be something else that separates you from your competition more so than just the physical service you were providing, it's how I make you feel. It's how I make you feel appreciated. It's how I welcome you when you walk into my place of business. Many mechanics, they're focused so much on fixing that they don't realize that the waiting area has to be not only comfortable, and obviously clean, but it should be bright and welcoming. Use customer’s name 3 times. In a perfect world, you shouldn't receive less service because you are paying less. Versus getting extra service taken care of because you happen to be paying more, meaning, a higher-valued car. If you want a consistent product, consistent service, a consistent experience, you have to have something like that because at a bare minimum, it reinforces the steps that the business believes is important to them to be able to service the client Standardized thank you note in every car
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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