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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 Joe Marconi
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By champtires
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Minute-Efficiency: Becky Witt's philosophy on minute-efficiency is not just a practice but a way of life. She's fine-tuned her operations to ensure every minute counts, leading to optimized customer service and a thriving business. Becky Witt, George Witt Service in Lincoln, NE. Show Notes
Becky's Unique Business Model (00:00:35) Becky discusses her efficient business model, working only two and a half days a week and enjoying her personal time. The Evolution of Efficiency (00:01:51) Becky shares her journey towards minute efficiency, realizing the need for rethinking her business to optimize operations and customer satisfaction. Understanding and Serving the Market (00:05:52) Becky emphasizes the importance of understanding her market, focusing on reliability and safety for her female clientele. Appointment-Based Operations (00:08:14) Becky explains the significance of appointment-based operations and the efficiency it brings to her business model. Transition to Calculated Customer Control (00:10:31) Becky discusses the transition to a calculated business model, cultivating and letting go of clientele to optimize operations and customer service. Analyzing and Implementing Efficiency (00:14:08) Becky highlights the importance of analyzing numbers and implementing efficient practices, such as saving time through proactive part management. Struggling to find technicians (00:17:14) Becky's challenges in finding skilled technicians and her innovative approach to hiring and retaining talent. Efficiency and precision in service (00:19:34) Emphasis on minute-efficient work, attention to detail, and precision in service to ensure customer satisfaction. Evolution of business model (00:22:13) Becky's evolution in understanding customer needs, optimizing operations, and focusing on serving the right clientele. Annual maintenance packages and scheduling (00:24:07) Discussion about the concierge model for scheduling appointments and offering annual maintenance packages. Building relationships with customers (00:21:56) Becky's focus on building strong customer relationships and providing exceptional service to retain loyal clients. Effective technician management (00:27:10) Becky's approach to managing technicians and minimizing interruptions to ensure efficient and high-quality work. Adapting business model to market (00:30:16) The importance of adapting the business model to the specific market and location to achieve success. Becky's Business Strategy (00:32:07) Becky's approach to customer satisfaction and business purpose, emphasizing the importance of keeping customers happy with their cars. Understanding Female Customers (00:32:47) The unique perspective on car issues from a female customer's point of view and the potential life-threatening situations they may encounter. Work-Life Balance and Business Commitment (00:35:10) Becky's perspective on work-life balance, the commitment required for business success, and her specialization in servicing specific car makes.
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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By carmcapriotto
Join our panel as they discuss the use of deferred work as a sales growth tactic. They share their insights on the importance of effective communication, customer education, and creating a positive exit experience. They also highlight the role of CRM systems, DVI's, and proactive maintenance. Remember, the key to success in selling deferred work lies in discipline, process, and repetition. Tom Schearer, Schearer’s Sales and Service, Allentown, PA. Tom's previous episodes HERE Bill Greeno, Quality Automotive Servicing, Truckee, CA. Bill’s previous episodes HERE Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE Show Notes: The discovery conversation and setting expectations (00:04:03) The importance of having a conversation with clients to set expectations about the service process and timeline. The exit experience and creating a positive lasting impression (00:04:49) The significance of providing a positive exit experience for customers to encourage repeat business and referrals. Bringing back the personal touch after the touchless experience (00:06:57) The need to reintroduce personal interactions with customers after the touchless experience during the COVID-19 pandemic. The importance of asking questions (00:08:49) The importance of having a conversation with customers and asking them questions to understand their concerns and needs. Deferred work as a liability (00:10:16) The potential risks of deferred work, emphasizing that shop owners are responsible for ensuring the safety of customers' vehicles and can be held liable for any accidents or issues related to deferred maintenance. Transitioning to proactive maintenance (00:13:39) The need for shops to transition from a reactive mindset to a proactive maintenance approach, using digital inspections and technology to educate customers about the maintenance needs of their vehicles. The importance of vehicle inspections and customer involvement (00:18:30) Discusses the significance of conducting vehicle inspections and involving customers in understanding how they use their vehicles. Managing and leading deferred work (00:21:39) Explores strategies for managing and leading deferred work, including the frequency of contacting customers and offering incentives to schedule repairs. The importance of CRM and phone calls (00:26:07) Discussing the effectiveness of CRM systems and the percentage of customers responding to phone calls and utilizing coupons. Building trust and scheduling future appointments (00:30:10) The significance of human interaction in building trust and the potential for scheduling future appointments based on client history and vehicle data. The importance of complete inspections (00:35:01) Discusses the significance of providing a complete inspection to customers and educating them on its importance. Consequences of not addressing issues (00:36:00) Talks about the consequences that customers may face if they don't address the issues in a timely fashion. Setting expectations and building relationships (00:36:54) Highlights the importance of reminding customers that they are valued clients and explaining how the shop operates, including follow-ups and addressing deferred work. 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 -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -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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