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Never the Cheapest but the Best Value Shop – Travis Guy [RR 618]


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Travis Guy co-owner of Yourba Linda Auto Service in Placentia, CA.

Key Talking Points:

  • Both Travis and his brother Tim worked in hospitality business before joining family business- their dad never pressured them to come work for himStarted as bellman/front door at hotel at age 16, at 18 was valet
  • Went to job fair and started working for Disney- learned valuable customer service skills (using whole hand when gesturing or directing customers instead of 1 finger, answering phone within 3 rings, smiling at customers and while using phone and behind mask)
  • Travis, brother, mother and father all have ownership of business- grew up with very close family, family always comes first 
  • Dad- overseer, behind the scenes bookkeeping tasks 
  • Travis and brother run day to day operations of shop- Travis is “face” of company in front of shop, Tim is expert at the parts and directs back of shop
  • Hired new technician from CraigslistPut money into ads on Indeed and Facebook- had same applications come through that weren’t the right fit for the business 
  • ASCCA membershipTravis has become more involved in industry- more to industry than just his shop
  • Camaraderie- more comfortable in business and in association 
  • “Don’t need to have gray hair to be in ASCCA”
  • Self inflicting wounds industry wideDeserve to get paid for your knowledge and the services you offer
  • Technicians deserve to get paid what they’re worth 
  • Be the change- top technician at Travis’ shop earns 6 figure income. Labor rate increased $50 when he came on board
  • Handling price shoppers- “We’re not the cheapest. We will never be the cheapest. We are the best value.”
  • Instead of being in competition with other shops consider supporting each other- joining networks and associations, share information, learn from each other and all be successful  
  • Family employees and customers- what drives Travis to get up every morningFamily- helping family, working toward goals
  • Employees- proud to keep them employed so they can support themselves and their family 
  • Customers- they rely on shop and most importantly, they trust them

Resources:

  • Thanks to Travis Guy 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.
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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.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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  • Have you checked out Joe's Latest Blog?

         5 comments
      I 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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