Preserving Your Reputation [THA 295]
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By Joe Marconi in Joe's Blog5 commentsI 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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By Changing The Industry
Episode 161 - Realities of Coaching in the Auto Industry & Customer Misconceptions with Matt Wagg
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By carmcapriotto
Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network By leveraging tools like digital vehicle inspections (DVI) and customer relationship management (CRM) systems, businesses can significantly improve their operations and customer experience. These integrations allow for a more streamlined process, from diagnosing vehicle issues to maintaining consistent communication with clients. Ben Dexter, National Training Manager, NAPA TRACS Show Notes
Ben's journey in the automotive industry (00:00:55) Ben's progression from service writer to National Training Manager and his experience in the automotive industry. Importance of shop management systems (00:02:04) The critical role of shop management systems in the automotive repair industry and the support provided by NAPA TRACS. Value of training (00:03:21) The significance of investing in training and the impact of leadership participation in training programs. Building customer rapport (00:11:22) Ben's approach to building customer rapport and the importance of effective communication and attention to customer needs. Significance of scheduling (00:13:12) The shift from reactive scheduling to a coordinated approach, addressing the issues of timely and accurate repairs through effective scheduling. The power of software integrations (00:15:37) The commitment to utilizing shop management software and the potential of integrations with other tools like DVI and CRM for business growth. Utilizing shop management systems (00:19:08) Encouraging the use of shop management systems and the availability of resources for business advancement. Role of technology in DVI (00:20:42) Discussion on the coordinated effort required for effective Digital Vehicle Inspections (DVI) and the benefits of real-time communication. Challenges in utilizing software (00:22:32) Exploring the reasons behind the underutilization of software tools and the need for effective leadership and training. Importance of testing and measuring (00:25:13) Highlighting the significance of testing and measuring business performance for improvement and growth. Communication and customer service (00:28:27) Emphasizing the importance of effective communication with customers to prevent unexpected breakdowns and enhance customer satisfaction. Impact of scheduling on service advisors (00:30:07) Discussing the influence of scheduling on service advisors' decision-making and the need for consistent customer recommendations. Rethinking business analysis (00:32:47) Encouraging a reevaluation of business statistics and reports to identify missed opportunities and improve overall business strategies. Morning Meetings and Reporting (00:33:21) Discussion on the importance of morning meetings, sales reporting by service writer, and constructive performance discussions. Maximizing Existing Resources (00:34:55) Emphasizing the significance of making the most of existing resources before seeking more car count. Linear Quantity Opportunities (00:36:32) Exploration of the linear quantity opportunities in parts matrix, addressing traditional matrix problems and opportunities for improvement. Commitment to Lifelong Learning (00:38:54) Highlighting the importance of lifelong learning for success in shop management and overall strategy. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
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By nptrb
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By carmcapriotto
Recorded Live at the 2024 MACS (Mobile Air Climate Systems) Training Event & Trade Show, shop owner Bill Snow discusses marketing strategies, the use of social media platforms, and the importance of authenticity in video marketing. Bill shares insights on audience preferences for lighthearted content and emphasizes professionalism and the value of every customer interaction in reflecting the business's dedication to service.
Digital Marketing Class (00:01:41) Bill Snow discusses the upcoming digital marketing class at MACS and his approach as a shop owner teaching digital marketing. Importance of Google Reviews (00:03:11) Bill Snow highlights the increasing importance of Google reviews and the impact on search results for potential customers. Asking for Reviews and Follow-Up (00:03:49) Bill Snow explains the process of asking for reviews and the importance of follow-up calls to clients. Deferred Work and Client Follow-Up (00:04:34) Bill Snow discusses the practice of following up on deferred work and its impact on client relationships and future appointments. CRM and Marketing Campaigns (00:06:21) Bill Snow explains the use of CRM for deferred work notifications and the implementation of marketing campaigns based on weather and other factors. Hands-Free Scheduling and QR Codes (00:07:47) Bill Snow discusses the use of QR codes for hands-free scheduling and the integration with the shop management system. Elevating Professionalism in the Industry (00:10:32) Carm Capriotto and Bill Snow discuss the importance of elevating the professionalism of the industry and the impact of job titles on attracting talent. Neighborhood-Based Social Media Marketing (00:12:47) Bill Snow describes the shift towards more fun and neighborhood-based social media marketing for Rad Air's ten stores. Celebrating People and Life on Social Media (00:14:19) Bill Snow emphasizes the importance of showcasing the people side of the business and celebrating employees and clients on social media. The Neighborhood Professional Service Center (00:17:34) Carm shares the concept of the "Neighborhood Professional Service Center" and its importance in the industry. Social Media Strategy (00:18:14) Bill Snow discusses the role of different social media platforms, including Twitter, TikTok, Instagram, and YouTube, in their marketing strategy. YouTube Content and Racing Team (00:18:32) Bill Snow explains their YouTube content strategy, including shorts and in-depth videos, and how they showcase their racing team. Video Marketing and Authenticity (00:19:52) The importance of genuine and unedited videos in building connections with customers and clients is discussed. Consumer, Customer, and Client (00:19:58) Bill Snow explains the distinctions between consumers, customers, and clients, and how they impact marketing and relationships. Creating Engaging Content (00:21:23) Bill Snow shares insights into the type of content that resonates with their audience and the importance of hiring someone with a different perspective. Point of View (POV) Videos (00:22:27) The rising trend of point of view (POV) videos, particularly in the context of technicians showcasing tasks like oil changes, is discussed. Enhancing Customer Experience (00:26:18) Bill Snow describes their approach to creating a positive experience for new clients, including personalized welcome bags and additional services. Client Experience Manager (00:27:11) The role of a client experience manager in ensuring quality control and enhancing the overall customer experience is explained. Professionalism and Image Building (00:30:24) The importance of professionalism and creating a positive image for auto repair shops, as well as the role of digital marketing in their 2024 strategy, is highlighted.
Thanks to our Partners, AAPEX and NAPA TRACS Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
This week on Business by the Numbers, I want to talk shop and share insights that hit close to home for every garage owner out there. Today, I’m talking about an often overlooked aspect of your business - the true cost of inaction. Not just the dollars and cents you count every day, but the opportunities you might be missing out on.
• The Hidden Expenses: The not-so-obvious costs tied to decision-making in your shop. From choosing between internal work vs. retail work to the long-term effects of quick fixes
• Opportunity Cost Explained: Ever wondered about the cost of sitting on your couch instead of grabbing that $100 helping a buddy out? Opportunity Cost: It's all about what you're missing out on by choosing one option over another.
• Real-life Examples: From loaner cars to hiring decisions, I aim to illustrate how overlooking opportunity costs can have a tangible impact on your bottom line.
And hey, if you're hitting up Kansas City for Vision 2024, swing by and say hi. I'll be there, ready to chat and share insights in person. See you out there!
Thanks to our partners, NAPA TRACS and Promotive
Did you know that NAPA TRACS has onsite training plus six days a week support?
It all starts when a local representative meets with you to learn about your business and how you run it. After all, it's your shop, so it's your choice.
Let us prove to you that Tracs is the single best shop management system in the business. Find NAPA TRACS on the Web at NAPATRACS.com
It’s time to hire a superstar for your business; what a grind you have in front of you. Great news, you don’t have to go it alone. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.
Paar Melis and Associates – Accountants Specializing in Automotive Repair
Visit us Online: www.paarmelis.com
Email Hunt: [email protected]
Get a copy of my Book: Download Here
Aftermarket Radio Network
Click to go to the Podcast on Remarkable Results Radio
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