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How To Offer The Best Customer Support Without A Quality Team: Spoiler Alert, You Can’t! [RR 950]


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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

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  • 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 Brakes-for-Breasts-Call-To-Action-Graphi ARN-Website-Banner-July-2022-1200x400-1.png   Screenshot_340.png

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  • Have you checked out Joe's Latest Blog?

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      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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