TechForce: Powering Our Youth [RR 798]
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By Joe Marconi in Joe's Blog5Typically, when productivity suffers, the shop owner or manager directs their attention to the technicians. Are they doing all they can do to maintain high billable hours? Are they as efficient as they can be? Is there time being wasted throughout the technician’s day?
All these reasons factor into production problems, but before we point fingers at the technicians, let’s consider a few other factors.
Are estimates being written properly? Are labor testing and inspections being billed out correctly? Are you charging enough for testing and inspecting, especially for highly specialized electrical, on-board computer issues, and other complex drivability work? Is there a clear workflow process everyone follows that details every step from the write-up to vehicle delivery? Do you track comebacks, and is that affecting production? Is the shop layout not conducive to high production? For example, is it unorganized, where shop tools, technical information, and equipment are not easily accessible to every technician? Are you charging the correct labor rate and allowing for variables such as rust, vehicle age, and the fact that most labor guides are wrong? Also, is there effective communication between the tech and the service advisor to ensure that extra labor time is accounted for and billed to the customer? These are a few of the top reasons for low productivity problems. There are others, but the main point is to look at the entire operation. Productivity is a team effort. Blaming the techs or other staff members does not get to the root cause in most cases.
Maintaining adequate production levels is the responsibility of management to create the processes that will lead to high production while holding everyone accountable.
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By carmcapriotto
There's an art to giving and receiving critical feedback properly. Join Dr. Dave Weiman as he dives into the psychological background of what happens when people feel criticized. He also explains common mistakes and practical tools to apply for an effective and efficient conversation. Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. Listen to David’s previous episodes HERE Show Notes
Common mistakes managers make- waiting too long to give the feedback, if you're letting things fester and stew, by the time you give the feedback, you're really angry, talking about things you didn't directly observe, loading up with several complaints at the same time, and talking too long at the beginning of the conversation Give positive feedback when it's fresh Are people conditioned and associate that good news is always followed by bad news with the 'sandwich technique?' Make it a conversation, not an event. What happens when people feel criticized? Stop listening as they plan how to defend themselves (as defensiveness goes up, listening goes down) Feel resentful. Can wonder why this wasn’t brought up before. Get angry in response. How to give effective critical feedback- mindset, be curious about what the other person’s response may be. Keep your “opening” short, no more than 3 sentences and no more than 10 words per sentence. Use the Situation-Behavior-Impact model from the Center for Creative Leadership: Situation- generally what was going on, “When you were taking the keys from that customer and they said they looked up the problem on google …” Behavior- “I noticed you rolled your eyes.” Impact- the customer said “I saw that!” asked to talk to the manager Interestingly, in studies of body language, we're the least aware of what's going on with our own face because we can't see it, the other person can. A lot of time when we're giving feedback, we're not putting ourselves in the shoes of the person who's receiving it. Be effective and be efficient, the goal is to get better at it, not to be perfect at the first time
Thanks to our Partners AAPEX and NAPA TRACS. Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM 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 NAPATRACS.com Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners:
Click to go to the Podcast on Remarkable Results Radio
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By Joe Marconi
Many shop owners have increased their labor rates in the past year or so. That is great news. Now, what's your next move?
Anyone who knows me knows that, in my opinion, in general, we have been too cheap for too long. But, determining your labor rate is not the only consideration to attaining a profitable business.
What about productivity, efficiency, keeping expenses in line, gross profit, and net profit?
What are you doing to ensure you are meeting the financial needs of your business and also paying your employees the money they desire?
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By carmcapriotto
Live from the 2022 Transformer's Summit, keynote speaker John Dijulius categorizes the automotive industry as a 'grudge buy' for customers when they are at their most vulnerable. How is this an opportunity for your business to be the 'hero?' How do you make price irrelevant? John Dijulius, John Robert’s Spa, The DiJulius Group. John's had the privilege of working with world class companies like the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more. Listen to John's previous episodes HERE Show Notes
Drove for UPS- his wife was a hairdresser, and they opened a salon. John started getting involved in the business. “We aren’t going to be the best salon, we will be the best experience of your day.” Chambers of commerce businesses started asking John for business consulting. 20 years ago John’s first book came out and took him to the next level Business and Artistry Pengeleum Making price irrelevant- based on the experience your brand consistently delivers, your customers shouldn't have an idea what your competitors charge because they aren’t window shoppers. Who is more expensive? Why are they? “We do $10 haircuts” vs “We fix $10 haircuts.” Give the experience before you charge for it and justify it -“What does a $1,000 haircut look like? What is that greeting like? How is the massage during shampoo? What does a $1,000,000 keynote speech look and sound like?” Grudge buy and losing time- automotive repairs. When you can come to the rescue when a customer is at their most vulnerable, there is an emotional connection and memory made. Customers asking about price- opportunity The biggest cause of anxiety is uncertainty- no update update for customers Level 1 through 10 hairdressers based on expertise “Discounting is the tax you pay for being average.” Things that make a brand something customers can’t live without- the quality of work, consistency, employee evangelism (educate vs sell), how do you make me feel, Capitalize the ‘C’ in Customer to show the emphasis in your policies and procedures Building relationships with FORD- family, occupation, recreation, dreams Disney- know your role and be ‘on’ when you’re on, leave your problems at the door The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World- John Djulius The Relationship Economy: Building Stronger Customer Connections in the Digital Age - John Dijulius
Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Keith Perkins, L1 Automotive Diagnostics and Program, L1 Automotive Training, Listen to Keith’s previous episode HERE. This is Isaac Rodell's first appearance on Remarkable Results Radio. Find Isaac on Facebook "Isaac Rodiesel" Talking Points:
The struggle to improve the transfer of technical knowledge is the same people show up to training every seminar. Yet there are a few new faces but not enough to make a larger impact on the need and value of training. How do we connect with people who do not seek out training on their own Paying for training, room, board, and time off needs to be the standard in the industry When Issac owned his shop, he made the same mistake that so many shop owners today are making and not supporting 100% of his technician's training requirements (registration, room, board, and making their pay whole) Only shop owners who attend training can see the value. Once they attend, they are all over it and turn their training commitment into a pillar of their company Training pays it does not cost There are many deals available for equipment for pennies on the dollar from shops that are liquidating. This a sign of the times when shop owners hesitate to become a business person The first hybrid in the US was Honda Insight in 1999 Many of our young trainers have never set a carburetor Job security to work on ICE (Internal Combustion Engines) for many, many years to come as the age of the car grows by about 6 months per year and we currently are at 12.9 yrs Buy a used 2005-2009 Toyota Prius to work on, to use as a training vehicle, and to wrap with the wording ‘We Service Hybrids.’ There is a worst-case scenario from Toyota about placing the keys about 20’ from the car when doing an oil change. Verify the car is off when doing an oil change on the IC Engine Issac and Keith are in the Mobile Diag. The dynamic of the job is changing because many shops are tooling up, and there is more competition than ever Big pivot to remote programming Issac encourages the young generation to go to training and will sponsor someone each year to go to ASTE If senior members of a shop avoid going to training, invest in your young people. 20% of technicians are 55 -64 average age from a survey. Astonishing number In high school, 90% of men worked on their cars back in the day when there was shop class Today very few high schools have shop classes and must send their students to a co-op center Reference Bob Cooper Episodes with consumer panel HERE Kieth and Issac are not fans of Flat Rate. When a technician returns from training within 2 weeks, be sure he/she teaches a short class of the training they had. Practice what you learn and teach what you learn When you teach, you learn Fight the 30-day forgetting curve Crispy Cream Waffle Video HERE Issac has been making laptops for OE programming since 2014
Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
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