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[Podcast] Creating the Right Environment for Shop Efficiency [THA 201]


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https://youtu.be/d-XvgyKBp7g

Chris Monroe, Monroe Tire & Service, Shelby, NC (Elite Coach)

Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide)

Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner

Key Talking Points:

Chris Monroe

How are we making our service departments more efficient through better communication and organization?

  • Equipment Location- why is it located where it is?
  • Digital paralysis...do we get so focused on technology that we lose the basics?
  • Being able to recognize basic pain points and saluting them
  • Inventory-labeled and organized
  • Radios-bring the conversation in close-save steps
  • Process-from when the customer walks in, to check out....making the process slick. What is working?
  • The problem is...shop owners have trouble seeing stupid stuff with clean eyes.
  • Solutions are typically simple and cheap.
  • Who is working on taking steps out of the process?

Joe’s Marconi

(A different perspective - I am sure we will cover shop layout, Digital MPI, tools, equipment, etc.)

  • It all starts with the right people. The stronger the team, the more potential for high efficiency and production. No amount of technology will ever take the place of people. Before you look to technology to solve problems with production, get your house in order with regard to the right people, culture and morale.
  • Leadership is key – MBWA- Management By Walking Around. Encourage your people, recognize the right behavior, give them praise, give them feedback. Celebrate wins and promote self-direction.
  • Cultivate leaders within your company.
  • Every aspect of the workflow needs to be reviewed often, refined and corrections made. To attain high efficiency requires an ENTIRE team effort. From where the customer parks the car, to effective write-up, dispatch, technician’s repair process, sales, quality control (and reducing comebacks), car delivery and follow up. 

Kevin Vaught

  • Recognizing the Problem-Stepping Back-Too close to the Forest to See the Trees! (recent example to share)
  •  Observing your team and how they function with existing resources both digital and physical-align the right person with the right job
  •  Balanced inventory-better utilizes space/cash-opens up possibilities for more efficiency. Example: too many tires in stock-make space-reallocate equipment/resources to become more efficient-Tire Install Room
  •  Key drop was fashioned with a hole in the wall..nice exterior and the keys just sort of fell into this in-between space that required lots of digging
  •  Centralize equipment-prep processes Ex: Oil drains, flush equipment- Fill Jugs
  •  Tools/supplies at balancer-at aligner (sounds simple, but are you doing it)
  •  Radio's were our biggest communication slam dunk
  •  Digital tabs...are they saved for quick access along with functional terminals
  •  Internet service...is it robust enough to carry a signal without getting dropped  
  •  Bottlenecks-we have a plan to install another road force
  •  Tablets instead of paper-our technicians now have in their hands mounds of information AND can push that to the right bucket in a timely manner
  •  SMS organization with canned job efficiency
  •  Parts inflow/outflow-returns-establish weekly process to eliminate backlogs
  •  SMS-fed by Insipely-DOT-AutoText-Alldata-Identifix-Mitchells-Carfax-Website parallels-TPMS resources/tooling (9)
  •  Tab Organization on each terminal-no matter which terminal, consistent lookup locations that save time 

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

Click to go to the Podcast on Remarkable Results Radio

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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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