Who is Your Customer Experience Officer (CXO)? [AW 173]
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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
Matt Fanslow covers strategies for engaging high school students, debunking industry myths, and the importance of talent over passion in choosing a career. The episode aims to inspire a new generation to explore the diverse and rewarding paths within auto repair.
Show Notes
Ideas for Engaging Students (00:01:19) Addressing Misconceptions (00:07:59) Value of Skill and Talent (00:13:41) Changing the value system (00:19:04) Impact of artificial intelligence (00:21:21) Future of Auto Repair Careers (00:22:40)
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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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Customer service is the backbone of any successful auto repair shop. Tom Petty discusses the critical role of clear, effective communication with customers. And guess what? It all starts with your internal team and company culture. Tom Petty, Petty Motorworks, Waretown, NJ Show Notes
Watch Full Video TST Seminars: https://www.tstseminars.org/ NAPA Auto Care Gold status (00:01:24) Tom Petty discusses NAPA AutoCare Gold status and its significance. Technical training and progression (00:03:13) Tom Petty's technical training and progression through the years. Family business and technical training (00:04:22) Tom Petty's decision to start a family business and his involvement in technical training. Engaging technicians and setting shop culture (00:05:44) Discussion on setting the culture for a shop and engaging technicians in training. Apprenticeship and mentoring (00:08:13) Tom Petty's approach to apprenticeship and mentoring young technicians. Automotive vocational education (00:11:10) Discussion on the need for a specialized automotive charter program in vocational education. Challenges in the automotive industry (00:13:03) Challenges faced by young technicians in the automotive industry and the need for development and support. Starting wage and labor margin (00:14:36) Discussion on starting wage for technicians and the importance of labor margin for business sustainability. Post-education career advice (00:15:31) Tom Petty's advice for students coming out of a two-year automotive program regarding starting wage expectations. Structured Raises (00:15:37) Discussion about implementing structured raises for technicians to prevent wage suppression. Setting Technician Wages (00:19:06) Discussion on the importance of setting technician wages based on experience and productivity. Communication and Customer Service (00:23:53) Importance of effective communication, especially through digital inspections, and its impact on customer service. Training Alliance (00:28:00) Formation of an independent training alliance to improve technical training in the local area of New Jersey. Kidney Donation (00:30:44) Tom Petty's kidney donation. Life Post-Surgery (00:33:14) Tom Petty shares his experiences after kidney surgery and discusses the minimal impact on his daily life. Avoiding NSAIDs (00:33:53) The importance of avoiding certain pain medications for kidney health, with a cautionary example. Recovery and Kidney Function (00:34:31) Insights into the recovery period after kidney surgery and the remarkable adaptability of the kidney.
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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Are Phone Trees Killing Your Auto Repair Shop's Customer Service? [E162] - Chris Cotton Weekly BlitzBy 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 podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching addresses the negative impact of phone trees on customer service in auto repair shops. He emphasizes the importance of the human touch and shares his frustration with complex phone systems that deter customers. Chris offers practical advice for revamping phone systems, such as auditing current setups, matching staffing to call volume, and soliciting customer feedback. He advocates for a balance between technology and personal interaction, stressing that each call is an opportunity to showcase excellent service and stand out from competitors. Chris concludes by inviting listeners to contribute to the conversation on maintaining a personal touch in customer service.
The importance of human touch in customer service (00:01:05) Chris discusses the negative impact of phone trees on customer service and the need for a human touch. The drawbacks of using phone trees (00:02:07) Chris explains how phone trees can frustrate customers and lead to missed opportunities. The value of personal interaction in customer service (00:05:21) Chris emphasizes the importance of human connection and empathy in the customer service experience. Balancing automation and human interaction (00:07:31) Chris discusses the need to strike a balance between technology and human interaction in the auto repair business. Practical tips for revamping phone systems (00:09:33) Chris provides practical suggestions for improving phone systems to better serve customers and enhance the overall customer service experience.
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 #autofixautoshopcoachingbook
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, Technician Find Building the dream team in the automotive industry goes beyond hiring technicians—it's about creating a culture that fosters growth, respect, and development. Join our panel of shop owners as they share their experiences and strategies in building an outstanding team. Topics include the significance of culture, passive and active recruiting, development through apprenticeship and training programs, and retention strategies like understanding employees' goals, compensation, and creating an enjoyable work environment. Want to learn more? Join Chris Lawson's 'Repair Shop Growth Systems Live 2024' May 31st - June 2nd in Mt. Arlington, NJ. https://www.repairshopgrowthsystems.com/ Chris Lawson, TechnicianFind.Com. Chris’ previous episodes HERE Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE Rob Morrison, Morrison's Auto Rite, Jamaica Plain, MA Roy Niemi, A & D Auto & Body Repair, Haslett, MI Show Notes
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Thanks to our Partner, Technician Find If you are tired of struggling to find skilled automotive technicians for your independent auto repair shop, say goodbye to the endless search and let Technician Find be your solution. We are a 'Single Stop To Staff Your Shop.' http://www.technicianfind.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
Click to go to the Podcast on Remarkable Results Radio
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