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Are You Thinking With Your Customer’s Wallet In Mind? Jaron Kleber [RR 799]


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Live from AAPEX 2022 with Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow, a NAPA AutoCare endorsed program. Jaron discusses the parallels between the health and automotive industry and educating your customers to be proactive, not reactive to car repairs. Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow Key Talking Points

  • There are so many parallels between the healthcare industry and the automotive industry
  • Switching from reactive to proactive maintenance  
  • Processes that your team and you have in place and you can't execute those processes unless you have a solid digital vehicle inspection
  • Customer experience- are you explaining your shop’s policy and procedure?
  • The 300% rule on how we present the DVI. That's the policy
  • Your responsibility is to that customer to let them know what's going on with their vehicle
  • Repair Shop of Tomorrow, coaches, consultants, trainers and marketing. A tailored approach to each shop and help implement other NAPA programs that would be beneficial for them to grow.
  • Like so many consumers, Jaron purchased his wife's leased car- how many customers are coming to your independent repair shop for the first time? How do you make them a client, not a customer?


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

 
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Click to go to the Podcast on Remarkable Results Radio

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  • Have you checked out Joe's Latest Blog?

    • By Joe Marconi in Joe's Blog
         5
      Typically, 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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