Why is Booking the Next Appointment so Difficult?
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By Joe Marconi in Joe's Blog4 commentsA recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
The study also stated that in 2021, many companies were convinced that giving raises, sign-on bonuses, and other perks would solve the worker shortage problem and prevent people from quitting. However, this strategy did not work. So, what does work regarding attracting quality people and keeping them employed?
Essentially, it all comes down to the culture of your company. Management: do all it can to consider the individual needs of your employees. Your employees want to feel that they have a voice, that their opinion counts, and that their role in your company is both respected and recognized. Yes, pay and a great benefits package will go a long way toward making your employees feel secure, but that’s only financial security. People want more than money.
To attract and keep top talent requires creating a company that people feel proud to work for. You need to reach the hearts and minds of your employees. Become a leader that people are enthusiastic about working for. You want your employees bragging to their friends and family that your shop is a great place to work!
Step one to attracting and retaining quality employees: Create an amazing workplace environment for your employees! Trust me, happy employees make happy shop owners too!
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By Joe Marconi
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By carmcapriotto
"The service advisor is the face of the brand and the first point of contact for customers." Join our round table discussion as our panel shares their experiences and strategies of successful service advisors, highlighting the importance of communication skills, creating a positive customer experience, and building customer trust and rapport. It's also essential to be an educator rather than a salesman and help customers understand how to maintain their vehicles to avoid breakdowns. The discussion also emphasizes the need for investment in service advisor training and development. Courtney Archer, Service Advisor, Global Car Care, Wenatchee, Washington.
Mike Elceser, Service Advisor, D&K Automotive Repair.
Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.
Show Notes:
Watch Video Episode HERE (00:03:11) The importance of tonality and creating a positive first impression when answering the phone to potential customers. (00:05:31) Mike and Courtney discuss their different backgrounds and how they became service advisors. (00:07:31) The important traits of a service advisor include listening, customer service, and technical knowledge. (00:08:48) Mike and Rena discuss the importance of listening to customer concerns and solving their problems, rather than just focusing on the car repair. (00:12:14) Courtney and Rena discuss the benefits of listening to calls with a coach, who can provide positive feedback and help advisors improve rather than just pointing out mistakes. (00:17:40) The importance of phone communication in building trust and making sales, and how it is still the primary source of communication in most shops. (00:19:15) Mike and Rena discuss the process they created for determining if a car needs more than just an oil change before the customer arrives, in order to set reasonable expectations and provide better service. (00:20:41) Mike explains how asking simple questions like license plate and mileage can improve customer service by allowing them to schedule the car for necessary maintenance and speed up the process at the counter. (00:21:49) Building relationships with customers and selling maintenance services to prolong the life of their vehicles. (00:23:37) Being an educator rather than a salesperson as a service advisor. (00:26:22) The use of inspections as a sales tool and the importance of guiding customers through the findings rather than just sending a text with pricing. (00:28:51) Serving customers rather than just selling to them, and how to educate customers about their vehicle needs. (00:31:50) Building trust with customers through empathy, rapport building, and being an educator rather than just a salesperson. (00:33:22) Being honest with customers and admitting when you don't know something, and how this can actually build trust and confidence with customers. (00:35:50) Service advisors need to be the person that customers trust and can ask for advice. They need to be a confidant and a friend to walk them through car repair. (00:39:41) Investing in training creates a coaching and training environment that helps service advisors improve. It also creates an open-minded environment where everyone can share information and improve together. (00:45:17) The importance of investing in service advisors through training, networking, and masterminding to improve the industry. Thanks to our Partners Shop-Ware and Delphi Technologies
Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
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By Joe Marconi
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Maximizing Efficiency in Auto Repair Shops with Autoflow's Craig O'Neill - Chris Cotton Weekly BlitzBy carmcapriotto
This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced:
30% increase in revenue by improving transparency and trust
50% reduction in time spent researching and ordering parts
10% increase in profit margins through robust reporting
Click here to learn more about AutoLeap and schedule a demo:
AutoLeap Link: http://bit.ly/3GRgO88
In this podcast episode, Coach Chris Cotton from Autofix Auto Shop Coaching interviews Craig O'Neill from Autoflow, formerly known as Autotext.me, about the company's name change and their personal experiences.
They discuss their favorite superheroes, morning routines, and reading habits. Craig talks about his job at Autoflow and how the company is helping auto repair shops streamline their operations and increase profits. They also discuss the challenges technicians face in digital vehicle inspections and the lack of universal language in the automotive industry. Autoflow's reporting and marketing systems are highlighted as key tools in helping auto shops maximize their productivity and efficiency.
Introduction [00:00:03] Coach Chris introduces the podcast and thanks AutoLeap for their support.
Autoflow name change [00:01:21] Coach Chris and Craig O'Neill discuss the name change from Autotext.me to Autoflow and share their experiences with the company.
Autoflow merch [00:02:03] Coach Chris and Craig O'Neill talk about the first-ever Autoflow business card and the company's pens.
Childhood memories [00:02:25] Coach Chris asks Craig O'Neill about his favorite superhero growing up and what he wanted to be when he grew up.
Reading habits [00:04:25] Coach Chris asks Craig O'Neill about his favorite way to unwind and what book he is currently reading.
Morning routine [00:05:29] Coach Chris asks Craig O'Neill about his morning routine and what he does first thing in the morning.
Craig O'Neill's job at Autoflow [00:06:58] Craig O'Neill talks about his job at Autoflow and why the company changed its name from Autotext.me.
AutoFlow's focus and brand transition [00:07:22] AutoFlow's communication platform for auto repair shops, workflow efficiency, and digital vehicle inspections. The reason for the brand transition from Autotechme.
VP of Training at AutoFlow [00:09:29] Craig O'Neill's role as VP of Training at AutoFlow, the importance of client success, and the challenges of introducing new technology to busy auto repair shops.
Opportunities in the auto industry [00:12:20] The limitless opportunities in the auto industry, the need to attract talent, and the misconception that it's a dead-end industry.
Dealership model [00:15:09] Discussion on the dealership model and its flaws, including the focus on selling new cars and the need for a middleman between the manufacturer and the client.
Industry goals [00:19:08] Craig O'Neill's goals for the industry, including the need to value knowledge and expertise, and the importance of separating the customer from their vehicle during assessments.
Digital Vehicle Inspections [00:22:48] The challenges of introducing digital vehicle inspections and how to value technicians' time and knowledge.
Transitioning from Free to Profitable Inspections [00:23:56] How Autoflow empowers shops to turn inspections into a part of their profit center and the importance of sharing knowledge.
Industry's Bad Self-Image [00:25:08] The negative self-image of the auto repair industry and how it affected pricing strategies and customer relationships.
Struggles of Independent Auto Repair Shops [00:26:24] The lack of technological advancement and coaching in the industry, leading to the closure of many independent auto repair shops.
Autoflow's Workflow and Status Updates [00:29:58] An overview of Autoflow's suite of products, with a focus on workflow and status updates via text message.
Workflow Status Updates [00:30:54] Discussion on how workflow status updates can reduce disruptions and improve communication with customers.
Digital Inspection Suite [00:32:11] Autoflow's digital inspection suite and how it can make inspections more efficient and effective.
Pre-Purchase Inspections [00:34:59] The importance of pre-purchase inspections and how shops can market them to customers.
Specialty Shops [00:36:08] The benefits of specialty shops and how they can improve their operations.
Comprehensive Pre-Purchase Inspections [00:37:22] Examples of comprehensive pre-purchase inspections and how they can benefit both customers and shops.
Inspection Standards [00:38:22] Discussion on the need for universal language and defined standards for inspections in the automotive industry.
Licensing Requirements [00:39:09] Comparison of licensing requirements for cutting hair versus working on cars in different states.
Michigan Certification Test [00:39:28] Craig's experience with the outdated Michigan certification test for brakes and the need for up-to-date testing.
ASE Test [00:40:56] Comparison of the Michigan certification test and the up-to-date ASE test.
Bay Watcher [00:42:17] Explanation of Bay Watcher, a camera system that tracks vehicles in and out of bays and provides metrics for bay efficiency.
Reporting and Bay Capacity [00:45:01] Discussion on the importance of reporting and how it helps identify bay capacity and technician productivity.
Diagnostic Time and Alarming [00:46:06] The issue of losing diagnostic time and how Autoflow alerts service advisors and technicians when work orders go over the build time.
Marketing Module [00:49:20] Autoflow's upcoming marketing module that allows for drip campaigns, text blasts, and review management.
Smart DVI [00:50:30] Autoflow's plan to introduce a smart DVI later this year that will make it more intuitive for technicians.
Upcoming Events [00:51:23] Autoflow's plans to attend upcoming events such as ASTE and Worldpac, and the presence of their sales reps at the ATE show.
Regional Training and Expo [00:51:46] Craig and Chris discuss upcoming regional training and the Sunrise Expo in Phoenix.
Final Thoughts on the Industry [00:52:34] Craig shares his thoughts on the importance of understanding the "why" behind working in the auto industry.
Autoflow Contact Information [00:53:47] Craig shares how to reach Autoflow for more information and training sessions.
Closing Remarks [00:54:09] Chris thanks Craig for being on the show and reminds listeners to keep working towards their goals.
To listen to more episodes, make sure and go over to iTunes and or Spotify.
Don't forget to rate and review us!
Connect with Chris:
AutoFix-Auto Shop Coaching
www.autoshopcoaching.com
www.aftermarketradionetwork.com
940-400-1008
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
YouTube: https://bit.ly/3ClX0ae
Email Chris: [email protected]
This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced:
30% increase in revenue by improving transparency and trust
50% reduction in time spent researching and ordering parts
10% increase in profit margins through robust reporting
Click here to learn more about AutoLeap and schedule a demo:
AutoLeap Link: http://bit.ly/3GRgO88
Click to go to the Podcast on Remarkable Results Radio
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