You can compete with online part companies
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By carmcapriotto
https://www.youtube.com/watch?v=4nBtoP83XYE
Charlene Parlett, AMAM, CEC, ATI Executive Coach
Charlene is an Executive Coach at ATI, is a former shop owner, and has been a coach for 6 years. Charlene helps clients find the right solutions to their challenges and encourages them to make the changes that result in having the life they dreamed about when they got into business ownership. Find Charlene's previous episodes HERE
Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE.
“He is ‘just a car guy’ with lots of knowledge and is brave enough to talk about it”. Maylan’s purpose is to educate leaders to be a better owner or service writer.
Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner. Find Kevin's previous episodes HERE
Key Talking Points
Developing customer experience- the customer is more willing to pay more if the experience meets the criteria to warrant the price. Customer service is different than the experience. Big things are expected (fix the car and have some complimentary amenities), what about the little things (using first name basis, water bottles with logo in the cup holder when ready). You need to have the entire team involved. Treating internal (employees) and external (customers) with high value. You don’t need money to be kind and nice to others. How does the building look? What is the smell when walking in? How are employees dressed? Do they have nametags? When organizations were asked to rate their quality of Customer Experience, 80% believe they are delivering a superior experience. This is compared to only 8% of customers who believe they are receiving a great Customer Experience GLUE- giving little unexpected extras Number one priority is to treat customers like kings and queens- they are the most important person that day. Relationship business- want customers to keep coming back the rest of their lives, they are not an interruption in your day You’re being compared to a customer’s last great experience (inside and outside the industry). What is a good experience for them? Ask them! Technical knowledge means nothing to customers- they don’t know and want to know when the car will be done. Technology won't replace the experience a customer gets, it is a tool. Overpromise and under deliver- customers remember that more than the price of services What’s your favorite restaurant? Is it based on price or comfort and service? Every customer will talk about a good or bad experience to others You make sales with conversation, not email or texts Don’t chase money, money will follow with exceptional service “We don’t fix cars, we take care of people” Raise your standards and communicate them to your team, doesn’t happen overnight. Have a plan and procedure until it is engrained. Make everyone accountable with clear expectations. A special thanks to Charlene Parlett, Maylan Newton and Kevin Vaught for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email
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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com
This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com
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By BNC173
We are a small rural shop; my guys are on salary and average 55-60 hours a week. Between the salary & bonus plan I think we are fair on our pay. We only charge 65.00/hour for mech work but our main shop is a tire shop, so we don't get into much other stop besides brakes or light mech work. The shop stays very busy that we some nights must stay late to get everyone taken care of. 1 employee focuses on the mech. part & helps with tires, the other is mainly tire & office sales & paperwork. There are a few times a month that the tire guy will need to do an afterhours call from anything from a jump start to a tractor tire repair. I want to compensate him for his extra work but not sure how to figure something simple & fair. I also don't want to make it something that they will start running more after ours because they will get more pay then if they were able to go out & do during reg business hours. Anyone with idea what they do hate to give profit away we still need to pay for the truck & fuel?
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By carmcapriotto
Trish Serratore
Senior VP Communications, ASE
Talking Points:
ASE Service Professionals Month June each year Recognition of our true professionals Essential workers The automotive service professionals have kept our cars running during the pandemic June is ASE's birthday month. 50 years old next year (2022) Take a moment to thank your technicians, parts counterperson, service advisors Tools to help you at: https://www.asetoolkit.com/toolkit/aspm We discuss some why and how to jump on board with Service Professionals Month. This is a very short listen and we toss up some ideas on how to build momentum inside your community, but more important to thank your people who have invested in their ASE Certifications. There is still time to embrace and support ASE Service Professionals Month.
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By carmcapriotto
Mike Davidson began his automotive career in 1984 as a car detailer at a GMC dealership. He started working in independent shops in 1992 and opened Parkway Automotive in 1998. He joined RLO Connor’s Bottom-Line Impact Group in 1999 and graduated from the Automotive Management
Institute in 2000.
Mike was voted Arkansas’ NAPA/ASE Technician of the Year from 2001 to 2008, joined Elite Pro Service Peer Group in 2008, and continues to be an active member. He has been a business coach for Elite Worldwide, a published author, and a presenter at multiple conferences across the United States. He created a live interview seminar called “Hiring for Keeps” in 2013 and developed an automotive apprentice program approved by the United States Department of Labor in 2016.
As a John Maxwell certified speaker, trainer, and coach, Mike has developed a training program to assist shop owners to develop leaders within their organization. He is married with four grown children, resides in Alexander, Arkansas, and is a member of The Bible Church of Little Rock.
You can reach Mike at [email protected] Look for Mike’s other episodes HERE.
Key Talking Points
What they see is what they will be- As an owner you are on stage all the time Let your “yes” be yes and your “no’ be no Always do your homework and know your facts List your options and count your costs- project before you react Seek advice from the right people- listen to your instincts and make decisions based on principles Don’t be on a leadership journey alone- need to have good people around you and you chose them, leadership is influence 7 C”s: Communication- Listen, learn, lead. Connection- Can’t ask for an employee’s hand before you have their heart-having interest in the person, value in person, express gratitude. Confident- “Be good at what you do, but be great at who you are.” Personal development must continue to grow. Find value in other people to find the right answers that you don’t know. Compassion and caring- see beyond the moment when in situations and look at the bigger picture. Curiosity- asking for feedback, ask questions based on curiosity. Character- internal, who you are when no one is looking, personal values, how you handle situations, tough times show your character. Conviction - trust is communication through conviction, leaders must be trustworthy with employees 9 questions to identify if you’re approaching the situation the right way- The root of a problem with an employee is that they are either unwilling or unable to do whatever the situation is. Need to have a balance of care and candor. Have I invested in this relationship enough so I can be candid with them? Do I truly value this person as a person or just as a team member? Am I sure that the issue is theirs and not mine? Am I sure I am not speaking up because I feel threatened Is the issue more important than the relationship? Does the conversation serve their interest and not just mine? Am I willing to invest time and energy to help them change? Am I willing to show them how to do something and not just say what’s wrong? Am I willing to set clear expectations? Handling late employee- Ask them if they like to break promises, the hours listed for the business is a promise to the customer Why do we hire people? To do what you would do Interman- character/behavior, and outerman- competency Align together
Thanks to Mike Davidson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
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Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
Buy me a coffee
This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.
This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Barry Barrett, a Certified EOS Implementer
As an EOS Implementor in his company, Business With Purpose, brings dedicated support to Leadership and Sales teams in all types of organizations, helping them structure the six key components of their business to make it operate with the best processes for their specific industry, using the EOS Model.
Barry’s energy is contagious no matter if he is in a session with a client, giving a keynote address, or rolling up his sleeves in a workshop. Barry is a business coach with his positive mental attitude, incredible work ethic, and determination for excellence, his results-oriented approach is matchless.
Barry is driven, caring, and passionate; traits that he uses to help his clients grow their businesses in a positive way. Find Barry’s other episodes HERE.
Key Talking Points
Issues- aren’t good or bad, big or small, they’re just issues not problems. If you have a wheel that spins, how do you spin it faster? That is an issue and opportunity, not a problem Communication issues is most common- communicate your message with who needs to know, when they need to know, and how you deliver it. Long-term issues list- VTO (vison, traction, organizer). Issues that can’t be solved within 7-14 days. Too big. Short-term issue list- Level 10 meeting, 90-minute meeting every week. Issues that can be solved within 7-14 days. Identity, discuss and solve. Too often people discuss the symptom of the issue instead of truly identifying it and it never gets solved. Important to find the root of the issue. Right person right seat issue? Is it “follow by all” issue that requires more training? Moving to solve, captures all “to do’s” and assign to a “who” (could be 1-3 people) and review. Where do issues come from? Usually start from top-down. The top person notices what’s wrong and brings it up. Bottom-up issues lists- when you slowly start implementing EOS within your business, issues can be solved within smaller segments before they reach top leadership. Shared morals/shared core values= high moral in business Disipline=freedom. You’ll often start solving other issues instead of focusing on 1 singular issue. Thanks to Barry Barrett for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
Facebook Twitter LinkedIn Instagram Youtube Email
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
Buy me a coffee
The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.
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