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[Podcast] Aftermarket Acumen Part 1 [RR 504]


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Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE.

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Danny Sanchez is owner and founder, of Autoshop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions.

The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence.

In 2005, when Google launched AdWords and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE.

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.

Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE.

Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies.

As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws.

He provides advice to cannabis businesses on their employment practices. Previous episodes HERE.

 

Talking Points:

  • Donny Seyfer:We are spending too much time on the wrong stuff
  • Some of the work we do is going away. The glass is emptying.
  • There is a big glass that is starting to fill up with other repair opportunities
  • When booking an appointment online it makes it difficult to schedule shop workflow Book what your average R/O time is. If you average 4 hours per R/O book that much time for an on-line appointment especially if you don’t know the customer or the vehicle 
  • Jeremy O’NealThere are untraditional methods to get customers in the shop
  • Old school thinking will not get customers in today
  • Our job is about helping people not selling them. We must help people
  • 4 out of 10 the transaction is digital. No calls.
  • Jeremy finds Yelp as an asset for his businessLove it or hate it
  • Accounts for ½ of his volume for $375/month
  • Be open to newness
  • Customer check-in kiosks are not gaining traction
  • The quicker Jeremy responded to an online request the more leads he got
  • Danny SanchezDVI helps you present the work that is needed.The service advisor edits the old handwritten list and DVI helps from editing
  • Present everything to the customer. We advise not edit
  • The customer needs to know everything the vehicle needs
  • DVI is not a replacement for the Service Advisor
  • We are the experts, why put the power of fixing customers cars in their hands. Kiosks will not work!
  • Mobile friendly is a key component in your website
  • Sara Fraser, a millennialThere are 150 Million Millennials and Gen Zers
  • Gen Y and Z have spent $2,300 in the past 5 years on car repair.
  • 55 and older have spent $1600
  • She wants to make an appointment on-lineWants a reply within 24 hours or less
  • She lives in an app-based world
  • Tell me when my oil change is due
  • Learn to execute on a time convenient for the customer
  • Generation Z is thinking a lot differently than Millennials (Gen Y)Educated and will check with YouTube before they come in
  • They want to do business via technology, mobile, appointments
  • Our new generations want customer service or the experience to be great, uncompromising. If not they will tell their group of friends and spread it through their influence network
  • If she texts to your she wants that method of communication back.
  • Noah FrankAs a consumer, I don’t want administrative stuffMake it easy to engage me. If I complete the online form, why do I have to do it again when I arrive?
  • Bring me the human element for my repair. A therapist.

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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