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What Will 2021 Be Like? [THA 204]


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https://youtu.be/ZCCjHjBt9ts

Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Gene Morrill, owner of Certified Automotive in Glendora, CA. Hear Gene’s previous episodes HERE.

Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide). Joe's Episodes HERE.

Key Talking Points:

  • You need a survival guide for 2021We’ve never been thru anything like this
  • It ain’t over yet
  • Proactive about letting customers know we are open
  • “Move the Dang Couch” (do something different)
  • What should we maintain doing what we’ve been doing (in 2020)We’re not immune to any kind of economic downturn
  • Look at what happened, see how well we were prepared for it
  • Move forward, learn from it, and put a plan in place
  • Fundamentals… Moving into 2021 you don’t want to reinvent themFall back on what has worked in the past
  • Knowing your margins, knowing your KPI, knowing your team
  • Hone in on your fundamentals
  • Stop being reactive and be proactiveMoving the couch is being proactive
  • Join an organization
  • Talk to friends that own shops
  • Be forward thinking as much as possible
  • Getting burned sometimes is not a bad thing to learn a lesson
  • Is 2020 the year to admit that we don’t know what we don’t knowIt takes ego
  • Encourage to ask the questions
  • People are willing to teach
  • Maintain your marketing thru tough times
  • Maintain your resolve, maintain your resilience, maintain business as usual
  • Look back at 2021, learn from it and push forward
  • Walk with us down the 2021 mentalityLoaner cars for customers
  • Contactless operations such as payment
  • Refocus on client base that you already have
  • What service can we provide in a lower mile environment  
  • Customer service and e-commerceA lot of things went wrong in December
  • A good thing is to go back to roots, quality of service
  • Technology cannot replace quality of service
  • Understand who the customer is
  • Is it time to incentive technicians for training?That’s a loaded question based upon personality types
  • Build training into your culture
  • Alot of unknown going into 2021Marketing in 2021
  • Notify customer let them know we are open
  • Find out who the spenders are
  • Expensive marketing campaign, instead...
  • Phone call, email, text reminder - costs nothing
  • Educating your staff
  • Reach out and touch someone in 2021
  • Final WordsJoe MarconiWhat’s your crisis continuity plan look like?
  • Employee development plan
  • Goal setting - what does 2021 look like in June?
  • Strive for a plan
  • Greg BuckleyMake sure you’re fundamentals are good
  • Don’t forget what got you there
  • Learn to hit a curveball
  • Learn to throw things at a wall to see what sticks
  • Make sure you take care of the people that are working for you
  • Be better a leader than you are now
  • Gene MorrillLet it go
  • Don’t be the elephant, be the duck, let the water roll off your back
  • Move that couch and try something new
  • Get to know friends and owners
  • Build a war chest of knowledge with your friends and coaches

Resources:

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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

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This episode is brought to you buy 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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  • Have you checked out Joe's Latest Blog?

         0 comments
      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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