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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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Buy Carm a Cup of 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. 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

Click to go to the Podcast on Remarkable Results Radio

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  • Have you checked out Joe's Latest Blog?

         13 comments
      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
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