Quantcast
Jump to content


[Podcast] Our Customers Don’t Know How We Make Our Sausage and it is Time They Learned [RR 516]


Recommended Posts

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE.

Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.

With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.

Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE

Key Talking Points:

  • Carolyn did a presentation at Vision 2019 “Don’t trust me, how to empower customers to value your service.” Better communicate with customer
  • There is no such thing as perfect communication
  • Scott has a presentation on how to best present knowledge and information to the customer (media, photos) 
  • Communicating complex problems on vehicles to customers (what are you doing, why you are doing it and what are results). Documentation of process. Communication can’t be perfect, always a work in progress  
  • Customers need to understand the quality of the facility and services and why the pricing is set in place. Peace of mind. 
  • Ultimately the car is the customer’s problem. The car is passing through the shop and the shop becomes the middle man. Easy for customers to be upset instead of appreciating the help to get the car back on road. 
  • People read approximately 300 yards of social media a day- always consuming information, customers need to be educated. I can’t assume customers don’t want to know information or details about their vehicles.  
  • The fine line between communication and overwhelm- the goal is comprehension with the customer. Data should speak for itself and tell a story. Customers often prioritize issues with vehicles and leave other issues pending. 
  • Training is maintenance, people don’t know how we make our sausage
  • Technology is moving at a rapid rate in vehicles, shops need to continue to train or be left behind
  • Shops are willing to share more than ever and help other shops- changing industry

Resources:

  • Thanks to Scott Brown and Carolyn Coquillette 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.
  • Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

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, 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

Link to post
Share on other sites


Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By carmcapriotto
      Mike Bennett has been in the industry since 1985. He is an ASE Master Tech who has worked for GM as Technician, Shop Foreman, Service Manager and Service Director for 2 locations.
      Mike bought his current shop, Mike’s Kars, in Gettysburg, PA in 1999. It is a a four-bay shop with 3 technicians. In 2011, he became a full-time coach with Automotive Training Institute helping shop owner’s to re-engineer and grow their businesses. Mike Bennett’s previous episodes HERE.
      Key Talking Points
      Coaching CEO’s to their next level- changing focus, being director of “what’s next?” Developing knowledge and skillset of true CEO mindset. Operate effectively in the position. Getting outside perspective from different industries Glass ceiling- going beyond being a shop owner and day to day operations Growth-minded individuals- if you’re willing to grow, growth will occur. Are you willing to put in the work? Growth of business only moves as fast as the leader goes Necessary qualification- position within the business, what is their level of involvement? Do they have solid organization below them? Second in command (COO)? 20 groups define peer networking Changes in the industry- increased professionalism and training Pandemic accelerated timeline for businesses to rise and the businesses that don’t adapt for change to fall. Succession- hot topic and reality of mortality in the working world. What does your legacy/succession look like? Sell to fund retirement? Thanks to Mike Bennett 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 is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
      Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  
      Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
      Buy me a coffee
      Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future.
      Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Craig Van Batenburg, AMAM, is the CEO of Automotive Career Development Center [ACDC] and a former repair shop owner. Craig is engaged full time in the understanding of the technology used in hybrid and electric cars. His 45 years of automotive experience serves him well. He travels throughout the world doing training on Hybrid and Electric Vehicles. Previous Episodes HERE.
      Cameron Lee-Ernie Lee's Service Center was founded in 1972 by Cameron’s grandfather. His father and Cameron now currently operate the business as a team. He went to work in the family business right out of college and started as a Tire and GS Tech and moved my way up to being the Lead Technician. Cameron serves as the Shop Manager and focuses on the day-to-day operation of the shop, developing the business, and meeting the needs of the ever-evolving aftermarket repair industry. Early in 2020 after attending Up Your Voltage by ACDC, Cameron opened another division of Ernie Lee's known as Raleigh Hybrids due to the ever-growing demand of Hybrid and EV repair and maintenance. In many ways, his role is modernizing and expanding the family business and the development of Raleigh Hybrids was a natural progression of that. 
      Eric Carlson has been a technician for over 40 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977. Eric has re-certified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Full disclosure: Eric is a subject matter expert for ASE and has participated in writing test questions, in the past 2 years, for the L3 test.
      Eric and his wife Jamie bought Ervine’s in 1994 and added Grand Rapids Hybrid to the family in 2013 after Eric became the first Master Hybrid Service Technician in Grand Rapids, MI. Eric has been interviewed by several local television stations and publications seeking his expertise on everything from basic maintenance to the ramifications of “Right to Repair” legislation. Ervine’s Auto Repair and Grand Rapids Hybrid became an ASE Blue Seal of Excellence shop when it was introduced and have been since. Previous episodes HERE
       
      Key Talking Points
      HybridsAnother revolution in emissions  Stepping stone to pure electric cars Another means of controlling pollution  Honda announcement- no internal combustion after year 2040You MUST be a part of the evolution and start handling hybrid repairs “It’s not a question of should you get into hybrids, it’s a question of why haven’t you done it 10 years ago?” SpeedbumpsReceive rare unicorns that other hybrid shops don’t want to touch Need to say yes to every hybrid vehicle- capitalize on marketing as the shop that can “fix everything” Tools you need- test every connection Advice- buy Gen 2 and start working on it Get into hybrid first to learn basics before EV (electric vehicles)Properly trained Proper tooling- inexpensive compared to others Hybrid car owners will turn into EV owners- natural evolution to be conscious of the environment Fixev.com- keep independent shops in businessOffer management training Webinar training- learning at your own pace  Move your 12 volt brain to high voltage thinking Conditioned at early age that a car sound is “vroom vroom” Pure electric vehicles First fluid change is 150,000 miles or 10 years, all LED lights Need level 2 charging station. Lift fixtures to take 1500lb batteries out A special thanks to Craig Van Batenburg, Cameron Lee and Eric Carlson for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  
      Mobile Listening APP’s HERE
      Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
      Buy Carm a Cup of Coffee 

      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

      This episode is brought to you by 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
    • By carmcapriotto
      Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge and a special fortune cookie wisdom shared. 
      Guest Host Carolyn Coquillette from Luscious Garage in San Francisco and CEO of Shop-Ware interviews Carm. Carolyn’s previous episodes HERE. Virtual Shop Tour by Maxmilluan Macdonald from Maximilian MotorSports in Chehalis, WA. Max’s previous episodes HERE. Trivia Challenge: What was the classic three-pointed star of Mercedes-Benz meant to initially symbolize? Listen for the fortune cookie wisdom of the week  
       
       
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
      Click to go to the Podcast on Remarkable Results Radio
    • By ASOG Podcast
      The advice to think like a CEO is often given to shop owners as it forces you to think outside the day-to-day operations of your shop. 

      David & Lucas had a chance to sit down and have a conversation with Carolyn Coquillette, who is a technician, a shop owner, and a CEO. 

      They cover several topics, including technician training and whether or not the move to all-electric vehicles will spell the end of the industry as we know it. 

      Listen to how Carolyn approaches these issues as it is abundantly clear she thinks far outside day-to-day operations. 
       

       
      Support the show (https://www.patreon.com/AutoShopOwnersGroup)
    • By AutoShopOwner
      Advance Auto Parts CEO Tom Greco joins 'Squawk on the Street' to discuss the company's fourth quarter and full-year earnings.


  • Our Sponsors



×
×
  • Create New...