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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 carmcapriotto
Talking Points
October 5, 2021 - Do you remember last year when Facebook/Instagram went down? Or on August 8, 2022, when Google Search, Maps, Drive, and YouTube went down. If you’ve got all your marketing eggs in the Facebook basket, or the Google basket, or worse you don’t even own your own website…. It would surely be nice to be able to send an email out to your customers. What about the day that Google wasn’t working? What is the one thing you need to open an account for anything? How do those organizations stay in touch? How often are you checking your email inbox? Email addresses are something you own. Great for slow-day marketing ideas. Email marketing that’s not tied to a service reminder - the more educational, helpful types of emails. Something short and sweet and simple just to stay in front of your customer. Showing up in their inbox. Use your CRM! It’s probably got an email feature built-in you are already paying for.
Lagniappe (Books, Links, Other Podcasts, etc)
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Thanks to our partner, RepairPal. Visit the Web HERE
Click to go to the Podcast on Remarkable Results Radio
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By Joe Marconi
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By carmcapriotto
In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’
Clint White, Service Advisor Coach & Shop Consultant with CWI. Listen to Clint’s previous episodes HERE Ryan von Steinen, General Manager, JB Import Automotive Repair, St. Petersburg, FL Adam Liu, Essential Auto Care, Middle Village, NY Key Talking Points
Inspection vs Vehicle Health Reports. With a digital format available that delivers much more transparency and value, we need an UPGRADED term for our in-depth process that we present to each customer The value in GREAT and Personable Vehicle Health Reports to technicians, advisors, and the facility. In states such as NY, any kind of "inspection" usually resonates with State Inspection. In-depth Vehicle Health & Safety Evaluation IN-DEPTH – An extremely high-value, thorough & extensive process that focuses on knowing actual conditions, measurements & facts. If it can be known it WILL be known; and if it is known then it WILL be shown – C. White VEHICLE HEALTH – Just like the human body, a vehicle can be in a poor state of well-being, leading to unreliability, poor fuel economy, and inconvenient break-downs. SAFETY – Equally as important as Vehicle Health, Vehicle Safety or the lack thereof directly impacts the consumer’s peace-of-mind EVALUATION – A physical assessment (including test drive) of the entire vehicle performed by an expert technician in which the condition of every accessible system in the vehicle is scrutinized, documented, and reported to the customer in an easily understandable format.
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: 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
Click to go to the Podcast on Remarkable Results Radio
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By Transmission Repair
Premium Member Content
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By carmcapriotto
The phone call from a customer is always the beginning of the relationship. Are you tracking, measuring and holding your service advisor accountable for every phone call that comes into your business? What is your phone SOP? Do you have a conversion rate for phone opportunities? I’m with Stan Stokes, founder of Iron Fist Consultants, who has created the next level of measurement for service advisors.
Stan Stokes, Founder & CEO of Iron Fist Marketing Consultants
Key Talking Points
Do you have the right person answering the phone? Do you understand the communication that's taken place between your staff and the customer? How do we measure that? The phone is the beginning of the relationship, Iron Fist spent the last six years analyzing half a million phone calls in the automotive industry The majority of people start the search for auto repair near me on some type of device and 60% of all searches end up with a phone call. Why did the customer choose you? If they didn't, how does that impact revenue? How does that impact return on investment? How do you measure and how do you improve? A consumer either has a planned or an unplanned service need Lead to customer conversion rate- if you take the total number of phone calls, which are leads and you divide that by the number of customers that arrived at the center, then you have a lead to customer conversion rate. Last year, Iron Fist, estimated that the industry has an average of less than 30% lead to customer conversion. If they didn't book an appointment, do you have the knowledge to say where in the conversation could have been redirected to change the outcome to a booked appointment? The consumer very seldom will ask you, how are you going to fix my car? They ask you, can you fix my car? And when can you fix my car? And we misinterpret why and how Many shops don't have an SOP for guest experience on the phone call. Compliance measurement for service advisors- Did you discuss the value of the business? Did you say your name? Did you say company name? Did you confirm the appointment/directions? When we measure booked appointment conversion rates, we find that the show rate goes up exponentially. Full circle- measure the call, book the appointment, is that appointment showing, what was the revenue made from it?
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 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever.
More Time. More Profit. Transform your shop at getshopware.com/carm
Click to go to the Podcast on Remarkable Results Radio
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