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In this episode, Reggie Stewart covers a range of topics from dispatching and business operations to shop renovations. Reggie recently undertook renovations at his shop in Kokomo, Indiana, he modernized the colors and feel of the shop to give it an upscale vibe, with the help of an interior designer. He also discusses the importance of building a positive culture and is currently working on creating job descriptions and manifestos for each position to better define expectations and attract the right people.

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE

  • Aftermarket Weekly 109 with Reggie Stewart
  • Is Your Company Culture Holding You Back? with Chris Lawson [RR 864]
  • The importance of dispatching in a shop (00:04:21) Reggie discusses the importance of having a dedicated dispatcher in a shop and the potential impact on efficiency and economics.
  • Business operations and booking appointments (00:06:25) Reggie talks about the current state of his business, being comfortably busy and booked out a few days, and the decision to add staff members. They also discuss appointment scheduling and managing waiters.
  • The need for a dedicated dispatcher (00:08:43) Reggie discusses the need for a dedicated dispatcher in his shop and the potential for hiring one in the future.
  • Writing manifestos for job positions (00:11:13) Reggie talks about writing manifestos for each position in his company to better define roles, performance, and culture.
  • Remodeling the Shop (00:16:33) Discussion about the renovation of the shop, including modernizing the colors, removing walls, and creating new spaces.
  • Targeting a Different Market (00:19:01) Exploring the demographics and target clients in Kokomo, Indiana, compared to Noblesville, and the challenges and opportunities of serving a different community.
  • Investing in Shop Updates (00:21:28) The importance of updating and investing in the shop, whether for attracting customers or preparing for a potential sale or exit strategy.

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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  • Have you checked out Joe's Latest Blog?

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      It 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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