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How I went from an average credit card transaction of $360 in November of 2013 to $805 in October of 2019...

Everyone wants change to be easy.

Everyone wants to kill it in their craft.

How many of you are ready to put in the work? Take an inside look at the lessons we learned while transforming our business over the last 7 years. We're going to discover how we evaluated Joman in 2013 and how we designed CAR to streamline service, period.

I sat in several classes at AAPEX where I felt like everyone was talking about the things we spent the last 7 years building, so now I'm going to tell you how we did it and why our platform is the integral internal process that can replicate this machine anywhere on the planet where service is performed.

If Amazon were a store, how could it possibly look or operate.

  1. Walk in, what level would you like to go on? Tech?
  2. Oh you just need an 'iPhone cable 6ft'?
  3. Got you, here's the one we recommend, along with a few others on the shelf. Want to see which is best rated? Lowest price? Manufacturer? How fast can you get it?
  4. Let me see this one; check some reviews, some comments...
  5. Ok, here's the one I need and it'll be at my house tomorrow? Awesome, thanks!
  6. Oh what's that, you need 2... your cord in your car looks the same?
  7. No worries! Still want it tomorrow? See you then!

Now, with that frame of reference... look at your own business.

What you must remember is that even though you are not Amazon, customers have been conditioned to have a frictionless approach to transactions. That's why your largest competitor is yourself and your ability to adapt to this evolved phase of business consistency... that you are also a part of.

When a customer walks in your door, what do they see?

  1. Must Have | HARD: Smile, let everything go that may be happening in life and get ready to deal with someone else's problem.
  2. Must Have: Counter/Desk clean and organized?
  3. Must Have: Computer ready to go? Unless you use CAR, then you can just take out your phone or the tablet we provide to every employee.
  4. Almost Must Have: A clean waiting room with available chairs? If not available for good reasons, that's a plus here. Like, there are other customers filling their space.
  5. Almost Must Have: Do you look like a disaster? *PS I did for years, still do sometimes. We all have off days.*
  6. Nice To Have:Water bottles handy? Maybe a coffee machine, if you have the space.
  7. The Hardest Goal: How clean is your shop?

The internet doesn't need a smile or a clean office/shop, the internet is a place where business is done based on price or features and sometimes... both. You're in the business of service, competing against everyone from the other local guy to the large marketing firms with endless budgets. And it's evolving, faster than you've ever imagined.

If you're standing still, you're going to lose out on a great opportunity to evolve as a business and as a person, and possibly make the most money ever by providing good and honest service.

Phase 1 is to get you to think about your position in the market place. Compare yourself to the impossible, because doing so will open your mind to potential solutions to frictions that exist in your business today, by just thinking about them.

When Jeff Bezos evolved Amazon, he wasn't trying to provide the lowest price on products. He was and is trying to fulfill what his customers want, cheaper pricing on goods and near instant delivery. He's delivered on both. Your customers expectations are different, and if your service level is built on trust, price becomes much less of a barrier.

Tune in next week, where we continue this series of... How to evolve my auto repair business. I had a really great title for this series, but it was stolen and trademarked.


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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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