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By Joe Marconi in Joe's Blog0 commentsIt always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Aubrey Amborn, Director of Sales for Net Driven, discusses the evolving marketing landscape in the automotive industry. She emphasizes the necessity of a robust online presence, effective SEO, and diverse communication methods to meet changing consumer preferences. Aubrey highlights the importance of adapting to digital trends, noting that 87% of consumers prefer text communication. The discussion also covers the impact of online reviews and the need for businesses to engage with customers through various channels to remain competitive. Aubrey Amborn, Director of Sales, Net Driven Show Notes
Watch Full Video Episode The Shift from Traditional Marketing (00:02:37) Aubrey discusses the transition from word-of-mouth to online marketing strategies. Importance of Online Presence (00:03:52) Aubrey emphasizes that just having a website is no longer sufficient for businesses. Search Engine Optimization (SEO) (00:05:45) Aubrey explains the significance of SEO and its role in online visibility. Investment in Digital Marketing (00:07:40) Discussion on comparing digital marketing investments to physical store improvements. Website as an Online Destination (00:08:50) Aubrey describes the website as a crucial online destination for consumer engagement. Communication Preferences (00:11:11) Aubrey highlights the importance of providing various communication methods, especially text. Texting vs. Traditional Calls (00:14:11) Aubrey discusses the growing preference for texting over traditional phone calls. Pandemic's Impact on Online Growth (00:17:09) Aubrey reflects on how the pandemic accelerated the shift to online engagement. The Impact of Online Shopping (00:17:57) Discusses how consumers prefer online shopping and the influence of recommendations on their decisions. The Importance of Online Presence (00:18:58) Highlights the necessity for businesses to have a professional online presence to attract customers. Training for EV Vehicles (00:20:00) Details a training program for technicians on servicing hybrid and electric vehicles. Visual Reputation Matters (00:21:07) Explains how a business's appearance online affects consumer perceptions and decisions. Online Reviews as Modern Word of Mouth (00:21:50) Emphasizes the significance of online reviews in influencing consumer choices today. Handling Negative Reviews (00:23:05) Discusses the importance of addressing negative reviews transparently rather than trying to eliminate them. Consumer Expectations Post-Pandemic (00:25:30) Explores how consumer behavior and expectations have changed due to the pandemic. Adapting to Online Shopping Trends (00:26:47) Describes the challenges businesses face in keeping up with evolving online consumer behaviors. Building Customer Loyalty (00:27:54) Focuses on strategies to maintain customer loyalty in a competitive online environment. Understanding Different Customer Personas (00:32:27) Identifies three customer types and their unique shopping behaviors and preferences. Understanding Customer Personas (00:35:26) Discussion on different customer personas, focusing on tech-savvy individuals and millennials seeking convenience. Importance of Reviews and Reputation (00:36:17) Emphasis on the necessity for businesses to maintain a trustworthy online reputation to attract customers. Millennials and Convenience (00:37:03) Exploration of millennials' desire for immediate service and how businesses can earn their loyalty. Building Customer Relationships (00:38:15) The significance of personalized customer service to foster loyalty, even among less loyal millennials. Leveraging Customer Feedback (00:39:11) Using customer reviews as a tool for improvement and enhancing the overall customer experience. Adapting to E-commerce Trends (00:40:03) Discussion on the impact of e-commerce on brick-and-mortar businesses and the importance of online presence. Final Thoughts on Customer Engagement (00:41:05) Advice on maintaining loyal customers while welcoming new ones, emphasizing adaptability in business practices. Enhancing In-store Experience (00:42:20) Suggestions for using technology, like iPads, in shops to improve customer engagement and experience. Staying Ahead in the Digital World (00:43:46) The need for businesses to stay updated with digital trends to compete with larger chain stores.
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 Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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 Changing The Industry
Episode 171 - Solving Network Problems and Diagnosing Car Issues with Electrical Guru David Barden
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By carmcapriotto
"Individuals who have made outstanding career contributions to the mobile A/C and heat transfer industry are recognized for their work with the Mobile Air Climate Systems Pioneer Award." Recorded Live at the 2024 MACS (Mobile Air Climate Systems) Training Event & Trade Show, Carm Capriotto discusses the automotive air conditioning industry with Peter Coll and Pioneer Award Winners Larry Hays, and Tom Massey. They explore the evolution of air conditioning systems, the importance of collaboration, and the role of MACS in advancing the industry. Larry Hays' career in automotive service began in high school when his shop teacher got him a job at an independent garage. Shortly thereafter, and while still in high school, Larry took a work/study job starting at 80 cent an hour and stayed there for 5 years before moving to Dallas Smith Transport. There he got his first taste of the A/C life learning to install factory A/C in a 1962 Buick and rebuild A6 compressors at the GM Training center in El Paso, TX. After three years, Larry found his forever home at Tony M. Coury Buick in Mesa, AZ where he would go on to spend the next 40 years. In 1966 Harrison Radiator introduced their own automatic A/C system and often visited Larry from the GM Proving ground due to his close proximity. The visits led to friendships, networking and, eventually an introduction to the likes of Paul Weissler, Jim Resutek, Ward Atkinson, and many others. In 1976, Tom Massey, an ASE certified Master Technician, started his own shop in Sioux Falls, SD. Doing A/C in South Dakota in the 1980’s, Tom was frustrated because the one fitting that was needed for the job was not available locally so, Tom started stocking A/C fittings, A/C units and other parts to be available on demand. When other shops found out that he had inventory, the business progressed to add wholesale parts & distribution. He was a distributor for ARA, AIR & later for the company that became Global Parts Distributors. Tom’s passion for A/C drew him to heat of Las Vegas in 1993 when he started Auto Air & More Inc. selling A/C parts to consumers, fleets, dealerships, and competitors as well as servicing vehicles. Show Notes: Pioneer award winners and their contributions (00:01:00) Recognition of industry pioneers and their significant contributions, including the first board member who was a technician. Challenges in automotive air conditioning systems (00:03:49) Discussion about the challenges and innovations in air conditioning systems, particularly in the context of specialized vehicles like limousines. Impact of temperature on air conditioning systems (00:06:35) Explanation of the impact of high temperatures on air conditioning systems, including the need for specialized designs and heat exchange. Differences in customer expectations between dealerships and independent shops (00:08:27) Comparison of customer expectations and concerns between dealership and independent shop environments. Effect of climate on air conditioning systems (00:09:21) Discussion about the influence of climate, particularly humidity, on the functioning of air conditioning systems. Collaboration between manufacturers and technicians (00:12:00) Importance of collaboration between manufacturers and technicians in diagnosing and addressing technical issues in air conditioning systems. Role of MACS in industry collaboration (00:15:04) The significance of MACS in providing a platform for industry professionals to engage with manufacturers and address technical challenges. The history of automotive air conditioning (00:16:56) Discusses the early development of automotive air conditioning systems and the valuable feedback provided by technicians. Collaboration and learning at MACS (00:17:34) Highlights the importance of collaboration between manufacturers and technicians at MACS and the exchange of knowledge between different automotive brands. Shop management systems (00:18:10) Emphasizes the importance of selecting the right shop management system and the benefits of customization and support. Comparing equipment and industry expansion (00:19:21) Discusses the comparison of different equipment, the entry of new suppliers into the US market, and the perspective gained from evaluating different machines. Challenges of retrofitting air conditioning systems (00:22:54) Addresses the challenges and potential issues associated with retrofitting air conditioning systems. Testing and innovations at GM proving ground (00:26:07) Describes the testing procedures and innovations at the General Motors proving ground. Industry relationships and contributions (00:28:43) Explores the relationships and contributions of industry figures, including the impact of technical bulletins and the role of influential individuals in the automotive industry. Innovations and intellectual property (00:30:19) Discusses the development and sharing of innovative tools and the challenges of patenting and profiting from inventions. Supplier relationships and cost savings (00:33:02) Addresses the exchange of information and prototypes with suppliers and the challenges of providing valuable input without significant compensation. Innovative Ideas for Tools (00:35:11) Exploration of the search for innovative tools in the industry and the rarity of finding them. Early Air Conditioning Systems (00:35:23) Anecdotes about early air conditioning systems in vintage cars, including unique features and challenges. Friendship and Collaboration (00:36:42) Stories of friendship and collaboration within the air conditioning industry, emphasizing the importance of knowledge sharing. Respect for Industry Professionals (00:38:13) Reflections on the respect and admiration for industry professionals, highlighting the impact of their expertise. Challenges in the Industry (00:40:32) Discussion on the challenges and limited number of specialists in the air conditioning industry. Parts Distribution and Inventory (00:43:38) Insights into the evolution of parts distribution and inventory management in the air conditioning industry. Business Transition and Negotiation (00:45:39) Brief discussion about the possibility of business transition and negotiation in the industry.
Thanks to our Partner, NAPA TRACS 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 (X): https://twitter.com/RResultsBiz -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
Industry experts discuss the future of the automotive industry, focusing on training, technology, and business strategies. They explore the importance of simplifying communication, utilizing video content for customer education, and the benefits of in-person versus virtual training. The panel also discusses the challenges of management training and the need for a holistic approach to business issues, emphasizing collaboration and a positive company culture. The episode provides insights into adapting to economic changes and fostering industry growth through shared knowledge and experiences. Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast Hunt Demarest, CPA, Paar Mellis and Associates, Business by the Numbers Podcast Kim and Brian Walker, Shop Marketing Pros, Auto Repair Marketing Podcast Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast Show Notes: Impact of COVID on business (00:02:37) Analysis of the impact of COVID on business performance and consumer behavior. Economic indicators and business mindset (00:06:40) Discussion of economic indicators, including credit card delinquencies, and the importance of mindset in business performance. Influence of external information (00:11:01) The impact of external information on mindset and decision-making within the industry. Proactive vs. Reactive business approach (00:13:35) The importance of a proactive approach and avoiding a reactive mindset in business management. The importance of long-term perspective (00:15:28) Discussing the need to take a step back and wait for trends to play out before making reactive changes. The impact of timing and consumer confidence (00:15:42) Exploring the delayed impact of business decisions and the importance of considering consumer confidence in financial planning. Dealing with business cycles and financial pressures (00:18:03) Understanding the impact of property taxes and the need to avoid overreacting to short-term financial fluctuations. Planning for financial obligations and cash flow (00:19:17) Discussing the importance of planning for taxes and managing cash flow to avoid financial stress. Balancing long-term trends and short-term anomalies (00:19:38) Emphasizing the need to focus on longer-term business trends and avoid getting caught up in short-term fluctuations. Consumer confidence and economic impact (00:20:53) Analyzing the influence of consumer perception and economic factors on business decisions. The importance of video marketing (00:24:05) Highlighting the significance of video content in marketing strategies and encouraging businesses to embrace video marketing. Community involvement and communication (00:29:02) Exploring the value of community engagement and face-to-face communication in marketing efforts. The customer's questions (00:29:56) The importance of answering customer's questions through video and blog content. Technology and future training (00:31:32) Trends in training, including in-person and virtual options, and the need for diverse training methods. Training workforce and team culture (00:33:06) Discussion on the training workforce, the importance of team culture, and the impact of training on company culture. Commitment to training (00:37:39) The commitment of independent shop owners to training and the challenges in getting employees to participate. Virtual training and lunch and learn (00:40:55) The increase in virtual training and the implementation of lunch and learn sessions with virtual trainers. Business management and training (00:42:07) Comparison of business management to car repair, addressing the need for a holistic approach to business issues.
Thanks to our Partner, NAPA TRACS 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 (X): https://twitter.com/RResultsBiz -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
Join Matt Fanslow as he answers some questions from his listeners in his 'mailbag.' Matt discusses the hiring bonus dilemma, compensation and profit sharing, the power of training, the flat rate pay system, book recommendations and how to create a network of industry peers.
Have a question for Matt to answer? Email him at: [email protected]
Show Notes
Hiring Bonuses for New Techs (00:02:27) Discussion on the fairness and impact of hiring bonuses for new technicians and how it affects existing employees. Broken System of Compensation (00:04:58) Exploration of the different ways technicians are compensated and how it can lead to resentment and difficulties in hiring new technicians. Ethical Profit and Long-Term Benefits (00:07:31) Explanation of how Matt's shop rewards employees based on ethical profit and how hiring bonuses can benefit both the shop and existing employees in the long term. The Mismanagement of Compensation (00:09:59) Discussion about the mismanagement of compensation in the aftermarket automotive industry and the potential impact on employees. Concerns about Flat Rate Pay (00:13:33) Addressing concerns about transitioning to a flat rate pay system and the potential negative impact on technicians' income and job satisfaction. Recommended Books for Auto Repair (00:19:49) Discussion on the importance of reading books on auto repair Building a Network in the Automotive Industry (00:26:06) Advice on how to build a network of connections in the automotive industry, including attending trade shows and utilizing social media. The importance of networking (00:29:42) The value of building relationships and networking in the automotive industry.
Thanks to our Partner, NAPA Autotech napaautotech.com
Email Matt: [email protected]
Diagnosing the Aftermarket A - Z YouTube Channel HERE
Aftermarket Radio Network: https://aftermarketradionetwork.com/
Click to go to the Podcast on Remarkable Results Radio
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