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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 Partner, NAPA Auto Care Rick White from 180Biz, discusses the importance of creating an environment where team members feel safe to express themselves, offer advice, and hold owners accountable without fear of reprisal. The conversation highlights the role of clear standards, effective communication, and trust in fostering such an environment. Rick emphasizes the need for continuous improvement and learning from mistakes, underscoring the positive impact of a supportive and psychologically safe workplace on team members' growth and business success. Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE. [email protected] Show Notes
Psychological Safety (00:00:16) Discussion on the significance of psychological safety in business and the impact it has on team comfort and productivity. Breast Cancer Awareness (00:00:57) Promotion of the Brakes for Breast program and its fundraising efforts for triple negative breast cancer research. https://brakesforbreasts.com Impact of COVID-19 (00:02:03) Observations on the impact of COVID-19 on psychological safety and the need for safe spaces and a sense of community. Standards and Safety in Business (00:05:30) Importance of creating a safe environment in the workplace, including physical safety, standards, and the impact on vehicle reliability. Leadership and Communication (00:07:37) Discussion on how leadership, communication, and trust contribute to creating a high-trust environment and psychological safety. Creating a Safe Environment (00:10:26) Discussion on creating a safe and empowering environment for employees, including the role of boundaries, values, and beliefs. Continuous Improvement and Psychological Safety (00:11:33) Encouragement for open communication, feedback, and continuous improvement to enhance psychological safety in the workplace. Promoting Psychological Safety (00:16:46) Importance of clear and consistent messaging, addressing mistakes as teachable moments, and promoting psychological safety in the workplace. Mistakes and Learning (00:17:57) Discussion on allowing mistakes, learning from them, and the importance of giving room for growth. Holding Ourselves Accountable (00:23:48) The significance of holding oneself to the same standards as others and taking responsibility for mistakes. Identity and Confidence Building (00:28:01) Discussion on building confidence, changing one's identity, and gaining encouragement in leadership roles. The Six C's for Change (00:31:13) Explanation of the six C's - choice, commit, courage, confidence in capabilities, and competence. Creating a Better Work Environment (00:34:38) Discussion on improving the work environment by taking inspiration from places like Starbucks. Challenges of the Modern Workforce (00:35:38) Addressing the challenges faced by the modern workforce, including the need to handle setbacks and the impact of parenting on work readiness. Personal and Professional Growth (00:37:03) Exploring personal and professional growth through dedication and effort. Leadership and Team Communication (00:42:18) The evolution of leadership style towards collaboration and effective team communication. Coaching and Industry Support (00:45:09) The value of coaching and industry support for business owners in the automotive aftermarket sector.
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 Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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
Thanks to our partners, NAPA TRACS and Promotive
In this episode of Business by the Numbers, Hunt explores the benefits and considerations of owning your auto shop's real estate. Learn about financing options, affordability, and real-life examples to help you make an informed decision.
-Understand different financing options for purchasing real estate.
-Assess your shop's ability to afford property ownership.
-Learn the long-term benefits of owning your business premises.
-Real-life examples to illustrate key points.
Thanks to our partners, NAPA TRACS and Promotive
Did you know that NAPA TRACS has onsite training plus six days a week support?
It all starts when a local representative meets with you to learn about your business and how you run it. After all, it's your shop, so it's your choice.
Let us prove to you that Tracs is the single best shop management system in the business. Find NAPA TRACS on the Web at NAPATRACS.com
Paar Melis and Associates – Accountants Specializing in Automotive Repair
Visit us Online: www.paarmelis.com
Email Hunt: [email protected]
Get a copy of my Book: Download Here
Aftermarket Radio Network
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Welcome to another episode of the Auto Repair Marketing Podcast, hosted by Brian and Kim Walker!
Today, we have a very special guest, Michael Doherty, who was our exceptional service advisor at Peak Automotive in Apex, North Carolina.
Michael has been a pivotal figure in our journey, and we are thrilled to share his insights on customer loyalty and retention. He’ll discuss his unique approach to building lasting client relationships and the importance of genuine care and transparency.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Lagniappe (Books, Links, Other Podcasts, etc)
WorldPac - https://www.wtitraining.com/
Worldpac STX - https://automotivetrainingevents.com/event/stx/
Traver Technologies: https://traverconnect.com/
ShopWare - https://shop-ware.com/
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thank you to our friends at RepairPal for providing you this episode. As shop owners we were part of RepairPal’s Certified network and you can learn more at RepairPal.com/shops.
Customer loyalty programs are crucial for retaining clients in the auto repair industry. On the Auto Repair Marketing Podcast, hosts Brian and Kim Walker explore this topic with Joe Schindler and Jeff Rudnick.
Joe, a shop owner, shares his experiences with loyalty programs, while Jeff from Pit Crew Marketing offers insights on how these programs can significantly benefit automotive shops.
This discussion is part of their ongoing series on customer retention. They highlight how personalized rewards, first impressions, and community involvement can build stronger customer relationships, encouraging repeat business and long-term loyalty. These strategies significantly enhance customer satisfaction and drive business growth.
Show Notes with Timestamps
The introduction (00:00:03) Introduction of the podcast episode and the topic of customer loyalty programs. Jeff's background in Hawaii (00:01:03) Jeff's background in Hawaii and the discussion about his current location. Defining customer loyalty (00:04:19) Discussion on the definition of customer loyalty and how it is measured. Earning trust and loyalty (00:06:01) The importance of trust in earning customer loyalty and the significance of knowing the customer's intent. First impressions (00:12:00) The impact of the first impression on building customer loyalty and the significance of creating a welcoming environment. Last interaction and lagniappe (00:18:05) The importance of the last interaction with the customer and the concept of providing a little extra (lagniappe) to enhance the customer experience. Community involvement and charity events (00:20:34) The role of community involvement and charity events in creating customer loyalty and building relationships. These are the main topics covered in the podcast episode transcription segment, organized in chronological order with their respective timestamps. Community Involvement Charity (00:22:26) Shop owner's initiative to involve customers in community charity, raising funds and providing incentives for customers. Supporting Little League Teams (00:23:20) Discussion on sponsoring little league teams, the impact on the community, and the importance of community involvement. Seizing Opportunities (00:24:29) Encouragement to shop owners to seize opportunities, think creatively, and take advantage of moments for business growth. Solving Real Problems (00:25:44) Emphasizing the role of marketing in solving real challenges for small businesses and making their lives better. Involvement in the Community (00:27:31) Discussion on the importance of being involved in the community and creating a sense of belonging, impacting marketing positively. Connecting with Customers (00:28:36) Emphasizing the need to connect with customers in a meaningful way, beyond traditional loyalty programs, and the impact on advertising effectiveness. Fundraising Logistics (00:29:46) Exploring the logistics of fundraising, including tools, graphics, and collaboration with marketing companies for seamless integration. Using Rewards for Community Programs (00:36:29) Discussion on customers choosing to use rewards for community programs, the intrinsic value, and setting up guardrails for giving. Launching Shop Programs (00:41:39) The process of launching shop programs, integration with shop management systems, and activating accounts based on customer history. Service Advisor's Role (00:45:37) Reference to a previous episode discussing the service advisor's role in customer retention and the impact of the 1-to-1 service advisor-technician ratio. Joe's thoughtful gifting (00:46:31) Joe explains his thoughtful and considerate gifting strategies to connect with clients and nurture relationships. Partners with systems and processes (00:47:22) Joe emphasizes the importance of having partners with efficient systems and processes to ease the burden on business owners. Inexpensive customer gifts (00:48:37) Joe shares his inexpensive yet impactful gift ideas for customers, including hot chocolate mixers, cookies, and personalized items. Quality over quantity (00:51:20) Joe discusses the significance of giving high-quality, thoughtful gifts over cheap trinkets and the impact it has on customers. Building customer loyalty (00:53:17) Joe emphasizes the importance of little gestures and thoughtful gifts in building customer loyalty and creating a positive impact. Conclusion and contact information (00:54:02) The hosts express gratitude to the guests and provide their contact information for listeners to get in touch.
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Lagniappe (Books, Links, Other Podcasts, etc)
Pit Crew Marketing
Schindler's Garage
Schindler's Garage - see loyalty program posts
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care "As shop owners and management, we want to be productive, we want to follow key metrics, we all need to be in business. We all got to meet our goals, our personal goals as shop owners and management. But at the end of the day, if you're not looking for moments of stress happening in your organization and what you can do from a resource point of view, that's what I see." Frank Leutz emphasizes a customer-centric approach, highlighting the value of simplicity, positive employee work culture, and community involvement. Frank Leutz, Desert Car Car, WrenchNationTV. Frank's previous episodes HERE Show Notes
The Brakes for Breasts Initiative (00:00:15) An initiative by two shop owners to raise funds for a vaccine for triple negative breast cancer. https://brakesforbreasts.com Early Days of Desert Car Care (00:01:49) Frank Leutz discusses the history and relocation of Desert Car Care in Cave Creek, Arizona. Wrench Nation (00:02:49) Frank Leutz talks about the origins and evolution of Wrench Nation, an automotive lifestyle show. Customer-Centric Service Ideology (00:04:21) Frank Leutz discusses the importance of focusing on making the customer the hero of the service experience. Simplicity in Decision-Making (00:09:28) The significance of keeping business operations simple and the impact of simplicity on leadership and problem-solving. Managing Cynicism in the Industry (00:15:35) Frank Leutz addresses the issue of cynicism in the automotive industry and the importance of coaching and therapy to overcome it. The ideology of leaving a legacy (00:16:41) Discusses the importance of leaving a legacy within the industry and the impact of one's actions on future generations. The importance of attitude and aptitude (00:19:39) Emphasizes the significance of attitude and aptitude in maintaining a healthy work-life balance and the impact on business and personal life. The concept of "night school" and continuous learning (00:20:32) Discusses the idea of continuous learning, seeking training sessions, and the importance of personal and professional development. Fostering a supportive and community-oriented workplace (00:22:02) Highlights the importance of creating a supportive and community-oriented workplace, including team-building activities and supporting employees in personal challenges. Embracing a people-first approach (00:24:46) Stresses the importance of celebrating and supporting people within the organization, fostering a supportive and inclusive environment. Community involvement and giving back (00:28:13) Emphasizes the role of auto shops in the community, giving back, and supporting local initiatives, such as free oil changes for school teachers. The significance of networking and staying connected (00:31:39) Highlights the power of networking and staying connected with industry peers and mentors for personal and professional growth. Mutual Appreciation (00:36:03) Frank and Carm express mutual admiration for each other's contributions to the industry. Property Ownership (00:36:26) Frank shares his excitement about owning commercial real estate for his business, Desert Car Care.
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 Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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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