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[Podcast] Gamification – Changing Behavior with Kent Bullard [RR 534]


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Kent Bullard. Find Kent's other episodes HERE.

Key Talking Points:

  • Gamification- changing behavior, designing an experienceHow do you engage people with game theory?
  • Focus on process orientation than goal orientation- not outcome focused, be action focused
  • Customer’s want to come back again
  • The Big E’sEnvironment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone  
  • Engagement: What, how, when, do they interact with each other? Instruction- walk in door, reward is smell of cookies  
  • Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time   
  • Effect: What are possible outcomes during experience? Illusion of choice- simplify set of outcomes that you can control 
  • Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer 
  • Emershion: How do I continue to convince customers to keep coming back?  Marketing and advertising- emails or phone calls as touch point
  • Easy and positive experience equals customers wanting to come back 
  • Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily   DVI in shop
  • Experimentation- Customers using rules and restrictions to create difference experience  Be aware and flexible- have limitations or expiration on promotional discounts
  • Enjoyment and EventsExpected to pay certain amount and ends up paying less  
  • End game: what ways do we continue to engage customers? Mentor-ship, rewards points, events, involve customers with community

Resources:

  • Thanks to Kent Bullard 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.
  • Love what we do, buy a cup of coffee HERE.

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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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

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  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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