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I am going to borrow a quote from billionaire, Warren Buffet, “The best investment you can make is in yourself,” This statement, while simplistic, speaks volumes. A shop owner is much more than a boss, a shop owner is a leader. And leaders are solely responsible for the success of their team. This means that you must work hard and commit to a life of continuous learning and improvement. It also means that if the team fails, a leader must always blame himself or herself for that failure and find ways to improve.
For your business to flourish, you must invest your time and energy in understanding what your role is in your company. It also means that you must be committed to continually improving your level of competence. This does not mean that every task is your responsibility. However, it does mean that the buck stops with you. If your business is not where it needs to be, or you are looking for increased growth, then it is your obligation to do the hard work and set goals, have the vision, perform the research, and develop the plan to achieve your overall objectives.
When you invest in yourself to become the best leader and the best businessperson you can be, others around you will feed off your energy and your passion. This sends a strong message to everyone on your team that you have what it takes to bring the company to the next level.
One last thing, another obligation to your company is assembling the right team of people around you. Once you have the right people, you need to invest in them too. Find what truly motivates them, not what you believe inspires them. Be a coach to your employees and always strive to bring out the best in them. Be strong with your convictions and expectations, build strong relationships with your employees, and don’t be afraid of admitting when you drop the ball.
While Warren Buffet is best known for making billions of dollars with his investment strategies, I want to believe that this quote has its basis in something that money cannot buy.
"The art of asking the right questions: this approach, inspired by the Socratic method, helps uncover valuable insights and ensures a thorough understanding of situations. Authenticity is key in every interaction."
Carm Capriotto introduces a panel to discuss the importance of listening to service advisor calls. Rena Rennebohm and Clint White are service advisor coaches, while Collin Ashin and Tyler Nichols are their clients. They discuss the benefits of reviewing recorded calls, such as identifying areas for improvement, enhancing problem-solving skills, creating a safe environment for feedback, the value of coaching, and the need for continuous improvement. Remember, the journey to self-improvement begins with a single step.
Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.
Collin Ashin, European Auto Garage, Knoxville, TN Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE Tyler Nichols, X-tra Mile Auto Care, Stillwater, OK Show Notes:
Listening to service advisor calls (00:00:28) Discussion on the impact of listening to service advisor calls and how it improves their performance. Coaching style and empowerment (00:03:56) Exploration of the coaching style that focuses on empowerment and positive experiences for service advisors. Enhanced problem solving (00:09:20) Discussion on the benefits of reviewing recorded calls for service advisors to improve their ability to respond effectively and professionally. Drawing attention to extended silences and lazy language (00:10:25) Conversation about the importance of avoiding extended silences while speaking and the impact it has on customer confidence. Trust building and providing lessons before listening to calls (00:14:27) Explanation of the approach to establish trust and provide education and tools before giving critique on recorded calls. The Importance of Coaching and Training (00:16:41) Discussion on the value of coaching and training in various industries, using examples like Tiger Woods and football players. Working with Top Advisors (00:17:37) Exploring the concept of working with top advisors and keeping them at the top of their game. Using Scripts as a Guide (00:18:51) The benefits and challenges of using scripts in client interactions, emphasizing the need for authenticity and personalization. Improving Call Structure and Clarity (00:24:32) Discussion on the importance of having a structured call and how it helps in assessing improvement. Seeking Feedback from Spouse (00:25:15) Sharing phone calls with a spouse to get their input on how the calls sound and if they seem forced. Building the Clock Analogy (00:32:56) Explains the analogy of building a clock to illustrate the importance of not overcomplicating things in the automotive industry. Realizing You're Still a Good Advisor (00:34:17) Discusses the realization that having a coach doesn't mean you're a bad advisor, but rather an opportunity to improve and fine-tune skills. Pain Points in Listening to Calls (00:35:24) Explores the discomfort and growth that comes from listening to difficult phone calls and the benefits of having a coach to provide objective feedback. The value of consistency in customer interactions (00:48:01) Emphasizes the importance of maintaining consistent service across multiple locations for customer satisfaction. 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
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By Changing The Industry
Is A Major Car Dealership Really Scamming Women? Are They BUSTED?
Interested to hear how you like these systems and also how you're using third party integrations and/or Zapier as a bridge to external systems.
We have an integration with Shop-Ware in development and are scoping an integration with Shopmonkey. At present our Buy Now Pay Later product allows you to generate an invoice with a web form. After we onboard the customer and wire payment to you the next day, you have to manually mark the RO as paid. An integration eliminates most of the manual work. You just select an RO and we can do the rest behind the scenes -- pull in relevant customer and job info, notify the customer, and then mark the RO as paid when funds transfer to you is complete.
Looking for any insight or feedback from folks on how easy (or difficult) your experience has been bridging your SMS with external systems, and if there are specific things that would make these integrations work more smoothly for you.
Joining me is the powerhouse team of women behind NAPA AutoCare. Napa has almost 100 years of dependability and remains the brand you can trust. My panel of ladies discusses the future, what makes the NAPA Family so strong, Tesla parts availability, training, and the collective strength of their AutoCare Members.
Joelle Pollack, Director of AutoCare Sales and Marketing
Lauren Briggs, Sales and Marketing Manager
Alberta Santistevan, Program Communications Manager
Anna Price, Program Brand Specialist
Key Talking Points
Over 25 major program changes and over 80 AutoCare Programs that the members could take advantage of. NAPA has over 250 parts to service Tesla Why join NAPA Auto Care? The strength of the brand, you know you can trust Being a woman in the industry- leaning on relationships with others for support Make sure that you're stopping in at the shops on the road and you're visiting, or in your own town What does your shop look like? Is it clean? are things organized, is it a clean environment for a customer's car to be there? 17,000 app Autocare Centers and you could go to all 17,000 and you're going to have a different conversation at every single one, what they want, what they need, what they think they want, what they think they need. NAPA works with vendor partner programs and educates them, but also listens to them so that we can learn because at the end of the day, they're the ones running their businesses and we're not business owners
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Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
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By Joe Marconi