Do Siri, Alexa, and Google Assistant Recommend Your Shop? - The Auto Repair Marketing Podcast
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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 carmcapriotto
Thanks to our Partner, NAPA Auto Care Andy Bizub explores the influential book "Driving Force: Extraordinary Results with Ordinary People" by Peter Schultz. Dive into the pivotal role of culture in business success with personal insights on maintaining a positive work environment. This episode is packed with wisdom for business owners and leaders seeking to improve their operations and team dynamics. Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL. Andy’s previous episodes HERE. Show Notes
Email Lori Schutz for your copy of "The Driving Force: Extraordinary Results with Ordinary People": [email protected] Leadership Book Insights (00:02:07 ) Exploring 'The Driving Force by Peter Schutz's' perspectives on leadership and empowerment. Book's Business Influence (00:03:04) The book's influence on leadership strategies and business operations. Book Discussion (00:05:35) Diving into the book's content and its effects on businesses. Cultural Preservation (00:06:34) The role of culture in maintaining successful business practices. Toxic Employees (00:10:41) Addressing the challenges of toxic employees in the workplace. Empowering Leadership (00:12:14) How leaders can empower their employees to achieve excellence. Employee Growth (00:13:27) Encouraging employees to grow and potentially outperform their leaders. Team Diversity (00:15:27) The benefits of having a diverse and skilled team. Overcoming Barriers (00:18:39) Sharing a story about overcoming barriers at Cummins Engine and its relevance to shop communication. Communication Barriers (00:20:04) The effects of cultural and physical barriers on shop communication. Slack for Shop Communication (00:22:31) Using Slack to improve communication and reduce barriers in the shop. Customer Quality (00:23:42) The impact of customer quality on business success. Customer Vetting (00:29:58) Identifying red flags and conveying service value to potential customers.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care 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
Thanks to our Partner, NAPA Auto Care Minute-Efficiency: Becky Witt's philosophy on minute-efficiency is not just a practice but a way of life. She's fine-tuned her operations to ensure every minute counts, leading to optimized customer service and a thriving business. Becky Witt, George Witt Service in Lincoln, NE. Show Notes
Becky's Unique Business Model (00:00:35) Becky discusses her efficient business model, working only two and a half days a week and enjoying her personal time. The Evolution of Efficiency (00:01:51) Becky shares her journey towards minute efficiency, realizing the need for rethinking her business to optimize operations and customer satisfaction. Understanding and Serving the Market (00:05:52) Becky emphasizes the importance of understanding her market, focusing on reliability and safety for her female clientele. Appointment-Based Operations (00:08:14) Becky explains the significance of appointment-based operations and the efficiency it brings to her business model. Transition to Calculated Customer Control (00:10:31) Becky discusses the transition to a calculated business model, cultivating and letting go of clientele to optimize operations and customer service. Analyzing and Implementing Efficiency (00:14:08) Becky highlights the importance of analyzing numbers and implementing efficient practices, such as saving time through proactive part management. Struggling to find technicians (00:17:14) Becky's challenges in finding skilled technicians and her innovative approach to hiring and retaining talent. Efficiency and precision in service (00:19:34) Emphasis on minute-efficient work, attention to detail, and precision in service to ensure customer satisfaction. Evolution of business model (00:22:13) Becky's evolution in understanding customer needs, optimizing operations, and focusing on serving the right clientele. Annual maintenance packages and scheduling (00:24:07) Discussion about the concierge model for scheduling appointments and offering annual maintenance packages. Building relationships with customers (00:21:56) Becky's focus on building strong customer relationships and providing exceptional service to retain loyal clients. Effective technician management (00:27:10) Becky's approach to managing technicians and minimizing interruptions to ensure efficient and high-quality work. Adapting business model to market (00:30:16) The importance of adapting the business model to the specific market and location to achieve success. Becky's Business Strategy (00:32:07) Becky's approach to customer satisfaction and business purpose, emphasizing the importance of keeping customers happy with their cars. Understanding Female Customers (00:32:47) The unique perspective on car issues from a female customer's point of view and the potential life-threatening situations they may encounter. Work-Life Balance and Business Commitment (00:35:10) Becky's perspective on work-life balance, the commitment required for business success, and her specialization in servicing specific car makes.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care 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 Joe Marconi
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By Joe Marconi
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