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    • By Joe Marconi
      When I look back at my 40-years as a shop owner, there is one thing that stands out among everything else: It’s the people we surround ourselves with that will have the biggest influence in determining our success. Think about it, even the greatest NFL coach will never win a Super Bowl without great players. 
      I have worked with a lot of employees through the years, including technicians at all skill levels, bookkeepers, service advisors, managers, and support staff. I can tell you with 100 percent conviction that the years that were the most successful were the ones that I had assembled the best teams. Now, I am not just defining success by profit alone. These were also the years that were the most fun, with less stress and the years that we made the biggest positive impact with our customers and the community.  
      Let’s talk about production first. Highly motivated, skilled technicians with the right attitude produce more.  They also get paid more, and they should. The right team of techs will average higher labor hours. I learned many years ago, it’s not the hourly rate you pay a tech that matters, as much as the hourly labor dollars produced by that tech. 
      Next up are your service advisors. Here is where you can make or break your company. The service advisor is the face of the company. They represent you, your company and everything you do. The best brake job in the world means nothing if the service advisor doesn’t deliver a world-class experience that gives your customers a compelling reason to return.  
      The long-term damage from an incompetent service advisor is hard to recover from. For the most part, you don’t run a transactional business. Your company relies on strong relationships and a strong culture.  There isn’t a big-box brand name over your bays. It’s your name. And that means service advisors need to go above and beyond to exceed your customer’s expectations. If not, you lose. 
      For the success of any repair shop, I put great emphasis and responsibility on the owner when it comes to employee management. All too often, a poorly run, failing shop is the fault of bad leadership. The shop owner’s ability to lead and motivate is crucial with building a winning team and successful business.  However, I have also learned that sometimes we have the wrong people. And no matter what you do or how you try to motivate and lead, there are some people that just don’t “get it.” If it’s not in someone to begin with, nothing you do will change that person. 
      In today’s business world, you need a team of great players.  You need to hire people that can produce quality jobs, with minimal comebacks, have the right attitude, self-motivated, willing to attend training and have the willingness to work in a united, team environment.  You need to hire people that “get it.” 
      With regard to your customers, your business hinges more on the customer experience than it does on the equipment you have or the brand of parts you use. Of course, the parts you purchase matter. Of course, your alignment machine matters. But none of that is as important as what the customer sees.  The customer sees and judges you on her overall experience. Which is how she was greeted at the service counter, how she was spoken to during the sales process, the car delivery, and the experience driving away with a smudge-free steering wheel.  
      Lastly, here’s something you need to accept as a business owner. There isn’t a process anyone can create that will make up for mishaps caused by employing the wrong people. You do need to have processes and policies in place. It’s how you build a smooth-running and efficient business. However, we don’t run a McDonalds or a Dunkin Donuts. We can’t make up for poor customer service with a process or with a point-of-sale computer terminal. The processes and policies you create will only work the way they were intended to when you have employees fully aligned with your culture and have the right attitude. You need to have the right people. 
      There are many components of business. The financials, choosing the right vendors, training, equipment, and advertising are among them. The two most important components of your business are your employees and your customers. However, you have great control over who you hire. And we all know, great employees create great customers.  Assemble the right people around you and the rest will fall into place. 
      This story was originally published by Joe Marconi in Ratchet+Wrench on August 5th, 2020


      View full article
    • By carmcapriotto
      Travis Guy co-owner of Yourba Linda Auto Service in Placentia, CA.
      Key Talking Points:
      Both Travis and his brother Tim worked in hospitality business before joining family business- their dad never pressured them to come work for himStarted as bellman/front door at hotel at age 16, at 18 was valet Went to job fair and started working for Disney- learned valuable customer service skills (using whole hand when gesturing or directing customers instead of 1 finger, answering phone within 3 rings, smiling at customers and while using phone and behind mask) Travis, brother, mother and father all have ownership of business- grew up with very close family, family always comes first  Dad- overseer, behind the scenes bookkeeping tasks  Travis and brother run day to day operations of shop- Travis is “face” of company in front of shop, Tim is expert at the parts and directs back of shop Hired new technician from CraigslistPut money into ads on Indeed and Facebook- had same applications come through that weren’t the right fit for the business  ASCCA membershipTravis has become more involved in industry- more to industry than just his shop Camaraderie- more comfortable in business and in association  “Don’t need to have gray hair to be in ASCCA” Self inflicting wounds industry wideDeserve to get paid for your knowledge and the services you offer Technicians deserve to get paid what they’re worth  Be the change- top technician at Travis’ shop earns 6 figure income. Labor rate increased $50 when he came on board Handling price shoppers- “We’re not the cheapest. We will never be the cheapest. We are the best value.” Instead of being in competition with other shops consider supporting each other- joining networks and associations, share information, learn from each other and all be successful   Family employees and customers- what drives Travis to get up every morningFamily- helping family, working toward goals Employees- proud to keep them employed so they can support themselves and their family  Customers- they rely on shop and most importantly, they trust them Resources:
      Thanks to Travis Guy 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
      Facebook   Twitter   Linked In   Email
      Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE
      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
    • By carmcapriotto
      Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996.
      Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.
      Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.
      Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE.
      Key Talking Points:
      Fire in business- January 15thThe vehicle came into the shop in the evening to be serviced the following day Everyone left before 6 pm, by 6:25 pm the fire department was called by passerby pedestrian The shop had security cameras but no smoke detectors. Engine compartment towards 12volt battery of vehicle was where fire had started   The building doesn’t have to be rebuilt but the rafters and trusses are damaged- heat tempers wood and it loses its “binding’ properties  Was newer vehicle- depending on cause this is how recalls are createdAn insurance investigator and manufacturer investigator- the vehicle will often be taken off-site to have a thorough forensic investigation to find out the cause Luckily there weren’t significant damages to the tools/equipment/diagnostic machine, inventory and employee tools/equipment - you’re facing fire/smoke and water damage from fire department     Expected to be fully operational again by mid-late Fall 2021    Business interruption insurance Looks at what your business was producing prior to the interruption  A fixed amount of money to be pulled for paychecks etc  2 bays- tech works 40 hours a week, bill out 20 hours working in the bay (shop pays from own checkbook from funding) the other 20 hours they are cleaning/inventorying the shop and ‘working for insurance’  What you can do ahead of time- be proactive Invite fire marshall to come to shop- document shop layout/entrances   Fire trucks have tablets in them- when they get called to a location any information about the building can be used  Purchase from fire department safe for outside of building with keycodes to avoid damage from entering during emergency  Map out your disconnects- gas/water/electricity  30-45 seconds can make the difference between going from bad to really bad in a fire Research and become familiar with your insurance coverage plan and educate your employees on it- can they get homeowners insurance on their equipment?   Inventory what you have in the shop- what is the cost of replacement?  Consider ‘cleanup’ investments after a disaster  Also, consider fire doors Link fire detectors to EMS Shop tour before the fire- Aftermarket Weekly Episode 30. Click Here. THA 161- Insurance coverage review Part 1. Click Here. THA 172- Insurance reviews “what if scenarios” part 2. Click Here.  
      Resources:
      Thanks to Matt Fanslow 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   Linked In   Email
      Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
      Buy me a coffee
      As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers.
      The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.
      Click to go to the Podcast on Remarkable Results Radio
    • By sparkerauto
      Has anyone painted the shop floor ? Looking at what products actually work and can withstand all the chemicals and chipping. Thanks in advance !
    • By DiscoDave
      I am helping a growing business to be more efficient.  As part of this, I am looking at a service to maintain our general hardware and supplies.  The shop needs a manager as the owner is too involved with the shop - and rightly so as he is highly respected in his arena.  That's another discussion.
      As he moved into a larger facility and hired more people. I'm working on efficiencies.  The current goal is to have common hardware an supplies on hand, always.  I am looking for a service to handle this.  I have spoken with Rogo, Fastenal and Kimball Midwest.   Any other suggestions?  Runs to the hardware store are costly...
      TIA,
      Dave


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      Below is a link to an article in Body Shop Business, which states that future technology will reduce car accidents by 95%.
       
      What are your thoughts about the future of the Collision Business?
       
       
      http://www.bodyshopbusiness.com/report-finds-making-all-vehicles-autonomous-could-prevent-up-to-95-percent-of-all-traffic-accidents/?eid=284835314&bid=1313207




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