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[Podcast] Debate: Just Say Yes – I Wish I Could – Darren Adams and Brett Bohlmann [RR 533]


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Panel:

  • Darren Adams from Dryfork Diesel and Auto in Carthage, MO
  • Brett Bohlman from HWY 7 Service Center, Newell, IA

Talking Points:

  • “Just say yes, I wish I could”
  • Brett lost technician- lower car count and sell more. Technician spend more time on a vehicle, less processing time
  • Top 20% make up 80% of the business- “I wish I could” to other customers and schedule around top 20% customers
  • “Just say yes”- is more of an attitude and mindset, how can you say yes today or tomorrow, ideally get the customer into the shop within 24-48 hours. 
  • Cannot over ‘filter’ your customer but need to say yes to the right customer- saying yes to every customer invites chaos into the shop 
  • Salesman time is important- filtering qualified prospects
  • Get testing done in the morning, repairs in afternoon
  • Need to have proper front counter service advisors- just as important as technicians 
  • Training is investing in yourself and employees
  • Problems associated with people are due to lack of leadership- work on leading yourself the way you wish someone else would’ve led you. Be humble, don’t let pride get the best of you. It’s the struggle that helps you grow.

Resources:

  • Thanks to Darren Adams and Brett Bohlmann for their contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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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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