[Podcast] Zero Dollar Customers – Tom Palermo [RR 511]
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By Joe Marconi in Joe's Blog5 commentsI 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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By carmcapriotto
Thanks to our Partner, NAPA TRACS and AutoFix Auto Shop Coaching Dive into the intricate process behind the Automotive Service Excellence (ASE) certification exams. Sharing personal experiences as SMEs for the ASE exams, the panelists discussed the challenges and learning opportunities involved in the process. Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast Bryan Pollock, Willco Auto Care, Sanborn, NY and Lockport, NY Scot Manna, ACDelco Technician of the Millennium. Scot’s previous episodes HERE.
Another ASE Rant [E091]: https://mattfanslow.captivate.fm/episode/091 ASE Renewal App Rant [E105]: https://mattfanslow.captivate.fm/episode/105 The importance of ASE test questions (00:00:01) Discussion about the extensive work and expertise required to create high-quality test questions for ASE certification exams. ASE's role in setting pass rates (00:02:07) Explanation of how ASE organizes workshops to determine pass rates and exam difficulty, with input from industry representatives. Challenges of writing test questions (00:03:30) Discussion on the difficulty of creating distractors and the extensive effort required to write and vet test questions. Role of subject matter experts (00:06:21) Insights into the qualities of a good subject matter expert and their importance in contributing to the test question writing process. Educational opportunities of ASE exams (00:10:46) Explanation of how ASE exams provide educational opportunities for technicians to identify areas for improvement and further training. Qualities of a good subject matter expert (00:15:36) Discussion about the qualities and skills needed for a subject matter expert, including formal education and practical experience. Experience is Key (00:18:44) Importance of real-world experience in writing test questions and the value of subject matter experts. Communication and Mix of Expertise (00:19:47) The importance of communication skills and the mix of engineering and field experience in test writing. Ensuring Fair and Effective Questions (00:22:41) The process of discarding or refining questions to ensure fairness and effectiveness in testing. Creating Plausible Answers (00:23:17) The challenge of creating plausible answers and the goal of not tricking test takers. Different Philosophies in Testing (00:35:19) Contrasting philosophies between the ASE renewal app and traditional exams, focusing on education vs. pass/fail. The process of taking tests (00:36:46) Discussion on the feedback provided after answering test questions and its educational value for technicians. Importance of continuous learning (00:37:42) Emphasizing the value of taking tests as an opportunity for education and the need for continuous learning in the automotive industry. Advancements in automotive technology (00:38:06) Highlighting the rapid advancements in automotive technology and the necessity for technicians to stay updated through education and testing. Responsibilities of subject matter experts (00:40:38) The panel discusses the responsibility and honor of being a subject matter expert and the importance of the Automotive Service Excellence (ASE) organization. Challenges in writing test questions (00:41:11) The difficulties and learning experiences involved in writing test questions, including the importance of embracing voluntary certification. The impact of COVID-19 on training workshops (00:52:16) The loss of intimacy and networking opportunities due to the shift from live in-person workshops to online formats, with a plea to bring back in-person workshops.
Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Not shownotes.
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Lagniappe (Books, Links, Other Podcasts, etc)
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Brad Updegraff's transition from a general service technician to a visionary business owner of 6 NAPA Gold Certified locations is a story of dedication and strategic planning. Discover the milestones and the speed bumps he encountered along the way. Brad Updegraff, Dave's Ultimate Automotive, 6 locations, Austin, TX. Show Notes
Learn more about NAPA Auto Care Gold Certified and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Transition to the automotive field (00:01:55) Brad's transition from managing a pizza delivery company to becoming a general service technician in a small gas station repair shop. Seizing the opportunity (00:05:06) The unexpected opportunity that led Brad to become a partner in 2012 and the risks and steps involved in his journey. Building a successful partnership (00:06:15) The partnership with a former homebuilding executive and the successful merging of their expertise for store growth and development. Learning the business side (00:07:25) Brad's learning curve in understanding the business side, seeking help, and investing in personal and business development. Challenges in growth and expansion (00:10:52) The challenges in advertising, customer base, and geographical analysis that impacted the decision to halt further expansion. Recruitment and training strategies (00:12:29) Brad's recruitment strategies, including internal referrals and partnerships with local vocational schools for technician training. Promoting the industry to youth (00:14:32) The need for industry professionals to promote the technical nature of the automotive industry to young people and engage with vocational schools. Advisory Board Representation (00:17:10) Importance of representation on advisory boards for independent dealers and community colleges. Community Involvement and Giving Back (00:18:13) Support for charitable foundations, including Make-A-Wish and suicide prevention organizations. NAPA Gold Certification (00:21:28) Benefits and significance of achieving NAPA Gold certification for automotive businesses. Engagement in Training (00:23:18) Strategies for encouraging staff to participate in training and the value of owner involvement. Perpetual Learning and Magic Makers (00:27:16) The importance of perpetual learning, the concept of "magic makers," and the impact on the organization. Employee Retention and Team Building (00:29:55) Strategies for retaining employees, team building, and celebrating milestones within the organization. Work-Life Balance and Store Visits (00:32:02) Balancing work and personal life, commitment to family, and the importance of store visits for management. Intuition and Common Sense (00:33:14) The importance of intuition and common sense in business decisions and management. Succession Planning (00:34:12) Discussing internal succession planning and opportunities for employees to grow within the company. Industry Challenges and Opportunities (00:34:53) Cyclical nature of the industry, market correction, and fighting for market share. Market Trends and Customer Conversion (00:36:12) Impact of market trends, potential for customer conversion, and the impact of economic factors. Financing Repair (00:38:00) The increasing use of financing options for vehicle repairs and its impact on the industry. Work-Life Balance and Reflection (00:38:54) The importance of work-life balance and reflecting on career choices and experiences. Overcoming Struggles and Mistakes (00:40:49) The journey to success, overcoming struggles, and learning from mistakes.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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