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Redefining Business Bravery: Stories of Courage [THA 341]

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carmcapriotto Grand Master

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Join our panel as they share insights on the importance of courage, different leadership styles, the need for tough conversations, and the role of coaching and mentoring in developing courage in teams. The panelists emphasize the importance of effective communication, training, and providing individuals with the tools and confidence to make courageous decisions. They also discuss the need for leaders to make tough decisions even when uncomfortable.

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Jarred Downs, Steve's Automotive Specialists, Salt Lake City, UT. Alex Cronin, Ulmer’s Auto Care, Cincinnati, OH.

Show Notes:

  • Courage in Leadership (00:00:01) Discussion on the importance of courage in leadership and the different styles of leadership.
  • Teaching Courage (00:04:19) Exploration of how to teach and develop courage in teams and the role of coaching and mentoring.
  • Tough Conversations (00:06:33) Importance of having tough conversations as a leader and the need for transparency and clear expectations.
  • Courage in Communication (00:08:59) The importance of checking if messaging got through and the need for leaders to visit stores and have conversations.
  • Building Courage through Training (00:09:52) The impact of having proper procedures and training in place on an individual's ability to make courageous decisions.
  • Confidence and Ownership (00:13:08) The relationship between confidence, ownership, and courage in making courageous decisions.
  • Courage in Leadership (00:18:20) Discussion on building courage in service managers through coaching and empowering them to make decisions within company boundaries.
  • Customer Experience Strategy (00:19:16) Exploration of the discretion given to service advisors to make decisions that prioritize customer satisfaction, with post-situation analysis for improvement.
  • Tough Calls and Courage (00:20:21) Highlighting the importance of having the courage to make tough decisions for the benefit of the company, team members, and individuals, rather than relying solely on self-confidence.
  •  

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com

Connect with the Podcast

-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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  • 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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