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Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is an Owner / Service Advisor Coach / Shop Consultant with ShopVision and currently still holds his ASE Master Tech, Under Car Specialist, & Service Writer Certifications. He started wrenching full time at a small independent shop in 1995 and over the course of the next two and a half decades he has managed & teched at Midas, a Chevrolet/Cadillac dealership and a handful of independent repair facilities in Washington & S.E. Idaho.

During his journey he has never stopped learning and has been blessed to work for and with those who value education, training and coaching. He has been through various facets of automotive training including GM, ATI & RLO and even took it upon himself to attend Northwest University for 2 years to complete his Ministry Leadership degree to become a licensed Pastor all while successfully & profitably running a shop full time…(talk about being stretched!!!). Needless to say, his fire is lit !!!

In everything he does, Clint is focused on people and focused on excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service possible – every phone call, every visit, every repair, every time !

Dan McWilliams started his journey in the Automotive Service Industry on October 1998 when starting his education at Automotive Training Center in Exton, Pa during which he developed his passion for Automotive Service Excellence. Started working in the field as a technician January 1999. Graduated in May 2000 from Automotive Training Center with a degree in Specialized Automotive Service Technology. Has always strived for excellence and providing the best service by constantly attending training. After 17 years as an Automotive Technician during which becoming the lead technician He expanded his career into the Service Manager position in 2016. Dan has continued his passion to offer the best Automotive Service and is continuously training to learn to offer the best Client experiences for Automotive Repair with the goal of Owning and Managing his own Automotive Repair shop.

Benjamin R. Lesueur is the General Manager of Oxford Automotive. Ben is a young, driven individual who is motivated to learn and overcome obstacles unlike most of his peers. He has a vision for business growth and employee development to succeed in unison with his team and applies unconventional solutions to create remarkable results. Ben started his journey pushing a broom for the shop owner at Oxford Automotive back in 2018 when he graduated high school and has taken on every opportunity to grow the operation. James Church, the owner of Oxford, and Ben have taken a team-like mentality to both grow personally and professionally. Ben was promoted from pushing a broom to Service Manager within 2 years of service at Oxford and became the company's first General Manager then a year later. This team's success has allowed them to venture onto a second location and expand their operations beyond expectation. Through proper delegation, accepting feedback, and creating a very positive family like atmosphere Ben and his team have been able to create a winning operation for all members involved.

Scenario #1 (contains 2 parts)

SA: Clint, Customer: Dan, Observer: Ben

The goal of this 2-part role-play is to demonstrate the importance of  closing the expectation gap on the inbound (appointment setting) call and how vital it is to make the sale by building anticipation in the results of the DVI)

(Focus – Making the Sale)

PT-1: A first-time customer calls in to the shop to schedule a drop-off appointment on their 2012 Toyota Camry (4cyl / 118k miles) for a state-mandated safety inspection & emissions test.

PT-2: The SA calls the customer to discuss the results of the DVI as well as the findings on the state-mandated safety inspection and emissions test.       

Scenario #2

The goal of this roll-play is to demonstrate the effectiveness of the SA in how they calm the customer and build value in their services while retaining the sale

SA: Ben,  Customer: Clint,  Observer: Dan

(Focus – Saving the Sale)

A repeat customer with a 2014 Chevy Cruze (4cyl / 86k miles) has already authorized the replacement of the coolant outlet housing, the thermostat assembly, and a cooling system exchange for $650 and the work is already in progress. However, after calling a cheaper shop down the road to compare prices, they have called to stop repairs and come pick up their vehicle.

 Scenario #3

The goal of this roll-play is to demonstrate the effectiveness of the SA in scheduling deferred services at the cash-out

SA: Dan,  Customer: Ben,  Observer: Clint

(Focus – Setting up a Future Sale)

A new customer with a 2015 Chevy Silverado 1500 (5.3L, 4WD, 121K miles) is at the counter picking up and cashing out after having had an oil change, tire rotation, and air filter replacement. They were previously presented with a DVI and they elected to decline the following repairs. Front Brakes (less than 1mm & rotors deeply scored). 

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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

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This episode is brought to you buy 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

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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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