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Rachel Spencer’s ‘Rachelisms’ for Auto Repair [AW 169]

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What are some of Rachel Spencer's "Rachelisms?" The Power of Consistency: Rachel emphasizes the importance of consistency and communication in her operations. She believes in creating habits, holding each other accountable, and striving for perfection while acknowledging that mistakes can happen. Customer Communication is Key: Rachel's approach to customer service is all about overcommunication. You must provide customers with as much information as possible upfront, offering financing options, and sending vehicle health and safety reports via text. Rachel also shares her experiences with recruiting technicians including reaching out to institutes with automotive programs.

Rachel Spencer, Spencer’s Auto Repair, Krum Texas. Listen to her other episodes HERE

Show Notes:

  • Watch Full Video
  • The importance of consistency and communication (00:05:17) Consistency and communication are emphasized as crucial elements in the success of the business, with the focus on creating habits and holding each other accountable.
  • The need for testing and options in healthcare (00:07:08) The frustration of not being given the option for testing upfront in healthcare is discussed, highlighting the importance of providing options to customers in the automotive industry.
  • Onboarding new customers (00:08:54) The process of onboarding new customers is explained, including gathering information about their previous experiences and ensuring that the shop is the right fit for them.
  • Overcommunicate and Provide Peace of Mind (00:09:19) Rachel discusses the importance of providing customers with as much information as possible upfront, including financing options and warranties, to alleviate their concerns and avoid unnecessary phone calls.
  • Pre-Visit Communication (00:10:07) Sending videos, emails, or links to a special webpage to potential customers before their visit.
  • Listening to Sales Calls (00:11:12) Rachel emphasizes the importance of periodically screening and listening to sales calls to ensure service advisors are following processes, treating customers well, and getting new customers to visit the shop.
  • Recruiting Technicians (00:17:50) Rachel discusses the challenges of recruiting technicians and the efforts made to attract applicants.

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?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
         0 comments
      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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