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[Podcast] Ryan Clo – 20 Questions in 30 Minutes [RR 561]


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Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Key Talking Points:

  • Would your organization crumble if you stepped aside?Processes, employees, systems in place for day to day duties  
  • How has your business changed in the last 3 years?Technology (DVI), dynamic management system, integrating software
  • If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Raise your prices, hire the best possible help, spend on marketing, take on debt head-on 
  • If you could pick up a new skill in an instant what would it be?Marketing video content
  • Recently fired a customer? The reason?Fixed accident damage but still wasn’t driving right, the owner didn't want to authorize more. Gave money back to the customer. Situations like this come down to what you promise a customer.  
  • What drives you?Being A-type personality, a strong need for efficiency, and productivity. Enjoys problem-solving and being organized.
  • Plan your day out with a google doc or calendar as a base- reassess and reprioritize when needed  
  • Biggest mistakes?Understanding value-focused and not price-focused
  • Manage work-life harmony Balancing business so the owner is not doing all the tasks and jobs
  • Your biggest learning momentWorking with a coach- benefits your business, employees, and customers
  • How did you decide to become a shop owner?A hobby that became the only source of income. And people wanted a mechanic they could trust.
  • Last update on the website?Updated for COVID-19
  • Most recent updated to processes/systemsBusiness is like a tire, always something that happens- always tweaking processes and systems
  • Dream carPorsche 959
  • Latest book?“Zero to One” Peter Thiel
  • Learning from startup companies- create something from nothing   
  • New technology added to the business? Text to pay system
  • The secret to conducting a good job interviewIs this the right fit for them? Avoid bad hire, is this right move for you? Is this position on your career path? 
  • Ever make a major pivot in business? Started as a trade person and hurt back- hired partner but didn't work out, hired a coach and started working on the business than in business 
  • COVID-19 pivoting  

Resources:

  • Thanks to Ryan Clo 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 segmented by Series HERE.
  • Key Word Search HERE.

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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.

Learn more about Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.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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