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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 Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today's Class In this groundbreaking episode, shop owner Brin Kline undergoes a first-of-its-kind 360-degree review by his team. The session unveils insights into leadership, stress management, communication, team dynamics, and the importance of training. Through candid discussions, Brin and his team explore opportunities for growth and improvement, highlighting the value of feedback in enhancing leadership skills and business operations. Brin Kline, Shop Owner, Assured Auto Works, Melbourne, FL Carlos Mercado, Lead Technician Matt Cusick, Technician JD Winkler, Service Advisor Jeremy Good, CSR
Brin's Review Plan (00:02:12) Brin discusses his long-standing plan for a 360-degree review, expressing excitement and nervousness about the process. Initial Employee Feedback (00:05:17) Employees introduce themselves, discuss their roles, and provide initial feedback on Bryn's leadership and communication style. Brin's Leadership and Recognition (00:06:42) Employees share their experiences with Brin's recognition and feedback style, highlighting his quiet but supportive approach. Brin's Problem-Solving and Approachability (00:08:53) Employees discuss Brin's willingness to solve problems and his approachability in addressing their needs. Innovation and Motivation (00:11:01) Employees acknowledge Brin's encouragement of innovation and positive influence on their professional growth and motivation. Direction and Advice (00:12:27) Employees affirm Brin's clear communication about the company's direction and his availability for advice and guidance. Conflict Management (00:14:50) Employees discuss Brin's role in managing conflicts and providing support for resolving issues within the team. Celebration of Wins (00:17:16) Employees share their experiences of celebrating wins as a team, highlighting Bryn's support for acknowledging successes. The small wins (00:18:04) Brin and the team discuss the importance of celebrating small victories in the shop and recognizing the challenges in the automotive industry. Celebrating achievements (00:21:20) The team emphasizes the significance of acknowledging and celebrating achievements, even small ones, in the shop to boost morale. Trust and company culture (00:22:06) The discussion revolves around the high degree of trust within the company and the value of the company's culture. Access to training (00:23:58) Brin's commitment to providing access to training for the team, including support for attending conferences and joining training programs like Toastmasters. Stress management (00:28:26) The team discusses how Brin proactively manages stress within the company and encourages employees to take time for themselves. Opportunities for collaboration (00:34:25) The team shares experiences of collaborating with Bryn to improve customer experience, policies, and procedures, highlighting Brin's encouragement for collaboration in problem-solving and diagnostics. Brin's Reflection on Feedback (00:36:20) Brin reflects on feedback and the importance of long-term thinking and motivation for his team. Brin's Training Approach (00:37:17) Brin discusses his approach to training and empowering his team to make decisions, emphasizing the importance of open communication. Brin's Leadership Improvement (00:38:17) Employees provide feedback on areas where Bryn can improve as a leader, including stress management, setting deadlines, and communication. Brin's Reflection on Employee Feedback (00:44:55) Brin reflects on the feedback received from employees, acknowledging the areas for improvement and expressing gratitude for their input. Brin's Acknowledgment and Praise for Employees (00:49:12) Brin acknowledges and praises his employees for their work, expressing gratitude and trust in their abilities. 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/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.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 X (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
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Brad Updegraff's transition from a general service technician to a visionary business owner of 6 NAPA Gold Certified locations is a story of dedication and strategic planning. Discover the milestones and the speed bumps he encountered along the way. Brad Updegraff, Dave's Ultimate Automotive, 6 locations, Austin, TX. Show Notes
Learn more about NAPA Auto Care Gold Certified and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Transition to the automotive field (00:01:55) Brad's transition from managing a pizza delivery company to becoming a general service technician in a small gas station repair shop. Seizing the opportunity (00:05:06) The unexpected opportunity that led Brad to become a partner in 2012 and the risks and steps involved in his journey. Building a successful partnership (00:06:15) The partnership with a former homebuilding executive and the successful merging of their expertise for store growth and development. Learning the business side (00:07:25) Brad's learning curve in understanding the business side, seeking help, and investing in personal and business development. Challenges in growth and expansion (00:10:52) The challenges in advertising, customer base, and geographical analysis that impacted the decision to halt further expansion. Recruitment and training strategies (00:12:29) Brad's recruitment strategies, including internal referrals and partnerships with local vocational schools for technician training. Promoting the industry to youth (00:14:32) The need for industry professionals to promote the technical nature of the automotive industry to young people and engage with vocational schools. Advisory Board Representation (00:17:10) Importance of representation on advisory boards for independent dealers and community colleges. Community Involvement and Giving Back (00:18:13) Support for charitable foundations, including Make-A-Wish and suicide prevention organizations. NAPA Gold Certification (00:21:28) Benefits and significance of achieving NAPA Gold certification for automotive businesses. Engagement in Training (00:23:18) Strategies for encouraging staff to participate in training and the value of owner involvement. Perpetual Learning and Magic Makers (00:27:16) The importance of perpetual learning, the concept of "magic makers," and the impact on the organization. Employee Retention and Team Building (00:29:55) Strategies for retaining employees, team building, and celebrating milestones within the organization. Work-Life Balance and Store Visits (00:32:02) Balancing work and personal life, commitment to family, and the importance of store visits for management. Intuition and Common Sense (00:33:14) The importance of intuition and common sense in business decisions and management. Succession Planning (00:34:12) Discussing internal succession planning and opportunities for employees to grow within the company. Industry Challenges and Opportunities (00:34:53) Cyclical nature of the industry, market correction, and fighting for market share. Market Trends and Customer Conversion (00:36:12) Impact of market trends, potential for customer conversion, and the impact of economic factors. Financing Repair (00:38:00) The increasing use of financing options for vehicle repairs and its impact on the industry. Work-Life Balance and Reflection (00:38:54) The importance of work-life balance and reflecting on career choices and experiences. Overcoming Struggles and Mistakes (00:40:49) The journey to success, overcoming struggles, and learning from mistakes.
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
In this Mastermind style podcast episode of the Aftermarket Radio Network's Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Neely, and John Long share their experiences investing in their teams' development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.
Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE AJ Nealey, Nealey Auto and Tire 5 Locations, Edgewater, Deale, Owings, Pasadena and Rockville, MD John Long, Total True Automotive 3 Location MSO, Shertz, and New Branfels, TX Show Notes: Experience of first-time attendees at Vision 2024 conference Creating memorable experiences for customers Investment in training and its impact on team loyalty and development Personal and professional growth, challenges, and resilience Intentional leadership and instilling core values in team members Challenges and opportunities of business growth Considerations and challenges of expanding from one automotive repair shop to multiple locations Transition from one to two locations and the feelings and challenges associated with it Impact of the pandemic on plans for expansion and the need for preparation Acquiring new locations and ensuring a smooth transition for employees TIME STAMPS
Matt Wagg's journey (00:00:39) Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college. AJ Neely's experience with the podcast (00:01:08) AJ Neely discusses his experience with the podcast and his approach to business. Earning customer loyalty (00:05:14) The panel discusses the importance of earning customer loyalty and creating memorable experiences. Creating a positive customer experience (00:07:08) The panel talks about creating a positive customer experience and the importance of communication. Unexpected extras for customers (00:10:13) John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars. Investment in training and loyalty (00:13:33) AJ Neely and Matt Wagg discuss the investment in training and the impact on employee loyalty. Significant others attending the conference (00:15:38) Matt Wagg discusses bringing significant others to the conference as part of the training investment. The impact of closing for training (00:15:46) The positive impact of closing for training on staff and customer perception. Empowering employees through training (00:16:45) The importance of empowering employees through training and the impact on customer and employee satisfaction. The importance of operational excellence (00:22:23) The focus on operational excellence, cross-training, and creating a consistent guest experience. Leadership and business growth challenges (00:26:12) Challenges faced in leadership, business growth, and the need for personal and professional development. Adapting to leadership role and business redefinition (00:28:02) The need for redefining the role as a leader, making difficult choices, and redefining business operations. Growth and future business plan (00:31:29) Discussion on surpassing business plan goals, the need to plan for the future, and the desire to spread skills to the community. The feeling of going from 1 to 2 (00:32:09) Exploring the decision to expand from one to multiple stores and the passion and drive required. Preparation and access to capital (00:32:37) The importance of being ready with processes, systems, and access to capital before expanding to multiple locations. Different approaches to expansion (00:34:23) Considerations and challenges of different approaches to expanding, such as new build, brownfield, or acquisition. Challenges and surprises in expansion (00:37:06) Challenges faced in opening new locations, including marketing, demographics, and unexpected surprises. Learning from mistakes and failures (00:39:53) The importance of learning from mistakes and failures in the process of expanding and growing the business. Adapting to different store cultures (00:42:42) Understanding the differences in store cultures and leadership styles as businesses expand to multiple locations.
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: 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
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
In this episode, Chris Cotton from Auto Fix Auto Shop Coaching explores the issue of transition leaks in auto repair shops. He explains how frequent task-switching hampers productivity and energy levels for shop owners, service advisors, and technicians. Chris advocates for batch processing to consolidate similar tasks, thereby reducing transition leaks and increasing efficiency. He advises reorganizing work schedules to minimize cognitive load and suggests that while flexibility is necessary, intentional planning can greatly enhance productivity. The episode wraps up with Chris encouraging listeners to embrace growth and efficiency, thanking the sponsor, and promoting a positive work ethic.
Transition Leaks (00:00:06) Explanation of the concept and its impact on auto repair shop owners, service advisors, and technicians.
Impact on Efficiency (00:02:27) Discussion on how transition leaks lead to lost efficiency and diminished capacity for delivering high-quality service.
Batch Processing Strategy (00:04:48) Explanation of the batch processing strategy to combat transition leaks and improve productivity.
Applying the Concept (00:07:03) Guidance on analyzing and reorganizing schedules to minimize transition leaks and increase efficiency.
Embracing Change (00:09:11) Encouragement to prioritize efficiency and quality by embracing a new way of organizing work schedules.
Connect with Chris:
[email protected]
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Carm Capriotto discusses the importance of establishing a new language standard for automotive repair professionals. He focuses on the need for clear and consistent job titles that reflect what we do for the consumer. It will help bring a necessary professional view of auto repair specialists. Get your copy of 'The Rise of the Mechanical and Technology Specialists" HERE. Carm gave a keynote speech on ‘The Rise’ in early 2024 and has spoken via Zoom to many shop owner networking groups and coaching groups to share the reason for and drive for this universal and essential initiative. He will bring his passion to your company or networking group to hear the behind-the-scenes story of the formulation of this very important industry initiative. Email Carm HERE. Think of the power of this language change when we speak to high school and post-secondary students about our trade. We have one of the most technology-driven skilled trades that can use this high dose of professionalism internally and externally. We dive deep into crafting a new standard language for auto repair specialists. It's not just about technical jargon; it's about creating clear, precise, and universally understood communication that benefits everyone in the industry, mostly our clients. Imagine a world where every technician, service advisor, and customer speaks the same automotive language. Respect, clarity, confidence, and trust would skyrocket between service providers and clients.
Crafting the New Lexicon
The journey to creating a new language standard is an entire industry endeavor. It requires collaboration and consensus from all corners. Everyone's input is valuable, from the seasoned veterans to the fresh faces just starting their careers. Here's how we can approach this monumental task:
Engage with Industry Leaders
We must bring together shop owners, thought leaders, educators, and influencers within the auto repair community to spearhead this initiative. Their expertise and experience will be the cornerstone of developing a practical and forward-thinking language. The automotive industry is not static; it's a dynamic field that is constantly advancing. Our new language must be adaptable and evolve with emerging technologies and repair techniques.
The Road Ahead
The road to a new language standard will be challenging. However, the rewards promise to be significant. By committing to this endeavor, we're not just changing our language but elevating the entire auto repair experience.
Join the Conversation
I invite you to listen to the full episode of "Remarkable Results Radio" to explore this topic further. Your thoughts and contributions are not only welcome but essential. Together, let's build a language that reflects the precision, skill, and passion that define our work. Remember to download your 10-page copy of this Declaration HERE and support this initiative. It will pay long-term dividends. 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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