Recovering From a Wrong Service Advisor Hire [THA 256]
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By Joe Marconi in Joe's Blog0 commentsIt 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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By nptrb
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By Changing The Industry
How to Easily Get Your Own MAC Card #podcast #automotiverepairshop #automotiveindustry
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By Joe Marconi
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By carmcapriotto
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
In this episode of "The Weekly Blitz," Coach Chris Cotton focuses on enhancing auto repair shop performance, highlighting the crucial role of service advisors in the estimation process. He stresses the importance of advisors not projecting their financial limitations onto customers, ensuring all necessary repairs are transparently presented. Key points include understanding customer needs, providing comprehensive estimates, building trust, and improving average repair orders. Coach Chris advocates for regular training, consistent processes, and leveraging technology like digital vehicle inspections. Sponsored by Shop Marketing Pros, the episode underscores the need for continuous improvement and effective communication to boost shop profitability.
Introduction to the Episode (00:00:09)
Coach Chris Cotton introduces the podcast and its focus on auto repair business improvement.
Sponsor Acknowledgment (00:01:13)
Thanks to Shop Marketing Pros for their tailored marketing services for auto repair shops.
Navigating Challenges in Auto Repair (00:01:13)
Discussion on the current challenges faced by auto repair shops and the need for improvement.
Service Advisor Issues (00:02:47)
Exploration of problems arising from service advisors skipping steps in the estimation process.
Selling with Their Own Wallet (00:04:05)
Emphasis on service advisors not projecting their financial limitations onto customers.
Importance of Comprehensive Estimates (00:05:15)
Highlighting the need for transparent presentation of all necessary repairs and services.
Role of Technicians and Service Advisors (00:06:31)
Clarification on the responsibilities of technicians and service advisors in the estimation process.
Wraparound Services Explained (00:07:50)
Definition and importance of additional services that enhance primary repairs.
Mileage-Based Maintenance Recommendations (00:09:13)
Discussion on the significance of adhering to mileage-based maintenance schedules.
Impact of Average Estimates on Repair Orders (00:10:28)
Analysis of how average estimates influence average repair order metrics.
Building Customer Trust (00:11:45)
The relationship between thorough estimates and customer trust in the service.
Revenue Growth Through Higher Estimates (00:12:56)
Linking accurate estimates to increased revenue and profitability for auto repair shops.
Creating a Perfect Estimate Process (00:14:04)
Steps to establish a clear and effective estimation process for service advisors.
Customer Interaction in the Estimation Process (00:14:04)
Importance of warm customer greetings and accurate documentation of concerns.
Digital Vehicle Inspection (00:14:04)
Advocating for the use of digital vehicle inspections over paper methods.
Preparing the Estimate (00:15:18)
Steps for compiling and presenting a comprehensive estimate to customers.
Follow-Up and Customer Communication (00:16:18)
Stressing the importance of following up and documenting customer decisions.
Utilizing Technology for Training (00:17:23)
The role of training videos in reinforcing the estimation process for service advisors.
Conclusion and Call to Action (00:18:24)
Encouragement for continuous learning and adapting to improve shop performance.
Connect with Chris:
[email protected]
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
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#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
Click to go to the Podcast on Remarkable Results Radio
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By nptrb
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