Chicago Pnuematic (CP) CP7830Q 3/8" Inch Air Ratchet
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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's Blog2 commentsMy son is not in the automotive industry. He is in the commercial real estate business. However, the workplace problems are the same. Recently, his frustration with the heads of the company reached an all-time high. When I asked him why he doesn’t speak up and let the leadership know how he is feeling, he responded, “Anyone who has voiced concerns or issues has been viewed as weak and incapable of doing their job. I don’t want to be viewed like that.” This is an example of a toxic work environment.
If you are a shop owner, you are a leader. And leaders must be approachable. That means that you are willing to hear the concerns of others and have them express themselves. It also means that while you may not agree with someone’s perspective on an issue, it is their perspective, and that viewpoint needs to be recognized and respected.
Make it known that you want to hear the opinions of others. Literally, ask for input from others. And thank those that speak up. Now, I am not saying that you need to act on every concern or opinion. That would not be realistic. But just listening may be enough. And you never know, someone in your company may have an idea that you never thought about and even improve your business.
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By carmcapriotto
Bill Nalu, owner of Interstate Auto Care in Michigan, shares his "Why Much" philosophy, which advocates for a more nuanced approach to pricing that involves training, coaching, and consultation to understand the context of each customer's needs and provide a personalized value proposition. Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.
Watch Full Video Episode HERE The Impact of Friendship (00:03:00) Carm and Bill reflect on their friendship and how they have impacted each other's lives and businesses. Learning to say thank you (00:08:11) Carm and Bill discuss the importance of showing appreciation and learning to say thank you when receiving compliments. Why Much? (00:10:26) Bill introduces the topic of "Why Much?" and explains how being the most expensive option in town does not necessarily mean being the most expensive for the customer. The importance of context (00:13:44) Bill introduces the concept of saying "yes in a no" to customers asking for prices over the phone. Transactional Gravity (00:15:59) Bill and Carm discuss the importance of believing in the value proposition of auto repair shops and avoiding transactional barriers with customers. Vetting Customers (00:19:24) Bill explains the importance of vetting the person who has been taking care of a car before buying it and training customers to vet service providers before asking for prices. Supplier Relationship (00:22:01) Carm and Bill discuss the importance of developing a partnership between shop owners and suppliers and the need for an exchange of information on both sides to stay successful in business. Self-Respect in the Auto Industry (00:23:21) Bill and Carm discuss the importance of self-respect in the auto industry and how it affects personal and professional relationships. Setting Boundaries (00:24:08) Bill shares a lesson he learned from a friend about setting boundaries and prioritizing family time. The Power of Questions (00:27:55) Bill and Carm discuss the importance of asking the right questions to help customers understand the value of auto repair services beyond just the price. The Courtship of "How Much" (00:30:54) Bill Nalu discusses the inappropriateness of starting a conversation with a customer over the price of something and compares it to dating. Teaching Diplomacy (00:33:36) Bill Nalu talks about the importance of diplomacy in business and how it can help shop owners reach the next level. Character Building Business (00:32:21) Bill Nalu shares how his father's career in the FBI taught him to judge character and how it applies to the auto repair industry. Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
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By carmcapriotto
We are with Jimmy Lea from Kukui at ASTE 2022 with another important Google Update. We are always keeping you in the know as it relates to mother Google. Google is now giving more credibility and weight to customer reviews. It goes beyond their ranked star review and dives into what they wrote, word for word, literally. What does that mean for your shop? Jimmy Lea, KUKUI Evangelist. Listen to Jimmy’s previous episodes HERE Key Talking Points
The Google algorithms have changed, and now they are giving more credibility and more weight to customer reviews Be an open book when we're asking for our reviews. You want five stars, but you also need three, two, and one in order to get the ranking right. Customers want to know how you handle mistakes. Recent reviews show a customer what they will expect. The good and the bad of Google Reviews are once you go on and leave a Google Review when you come back, you can revise the review, but you can't leave another standalone review The about us page is so important. You must have employee testimonials, customer testimonials, and what makes your shop unique Do short videos on your about page from the customers and technicians The power of blogs. Google gives more credibility to the blog, and they need to be consistent
Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
Click to go to the Podcast on Remarkable Results Radio
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By bantar
I attended my first ever industry management conference. What a great experience. If you've never gone, I would encourage you to add it to your do-now bucket list. There was a lot of open and detailed sharing. For example, in a work session talking about bay efficiency analysis, they used real numbers from the audience. Monthly Overhead, Gross Profit Percentage, desired bottom line profit. It showed multiple paths to success that were immediately relatable.
None of the presentations were about perfection. As a matter of fact, most presenters shared information about how they did things stating that this may or may not apply to your situation. No one told you what to do, but rather offer tools for analyzing your own situation. None of the presenters were making sales pitches.
In other sessions, real shop owners share tips and techniques on a number of topics that we see here. Being a live event, these were more dynamic conversations.
I've returned from the conference with a renewed sense of urgency analyzing my numbers to see where we had success and where we need to improve. I do expect to make real changes, but don't yet know exactly what changes I'm going to make. Got to crunch some numbers first.
I signed up for the conference when it was first published, but sat on the CC screen for a while debating the value of this conference. Should I go, or should I stay? I reluctantly pushed the GO button. However, looking back, I should have enthusiastically smashed that GO button!
The next one is in Denver. I recommend that you consider attending.
A side benefit is that I got to meet Joe Marconi and in a session that we jointly attended, I overheard Joe say that he was mentored by Jerry Holcom. Later in the conference, I had the pleasure of talking with Jerry as well. In the many networking sessions, we met many different shop owners and had great conversations.
--brian
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By carmcapriotto
How often are you checking on the overall health of your business with your team members involved? Are you identifying and working on the strengths, weaknesses, opportunities, and threats, known as SWOT? How do you start a SWOT analysis? What are the benefits? How do you find your blindspots? Does knowing your SWOT give you a competitive advantage? My panel takes a deep dive into the value of SWOT and shares their own experiences. Watch the Episode on YouTube Brian Bates, Eagle Automotive Service, Littleton, CO, 9 locations. Brian's previous episodes HERE Michael Smith, Managing Partner, Herzberg Smith and Co, Michael Smith's previous episodes HERE Bill Van Hoose, General Manager, Eagle Automotive Service, Littleton, CO, 5 locations Key Talking Points
SWOT Analysis is just one component of a comprehensive approach to continuously reassessing and improving a company's structure, performance & results over time. SWOT is Step #1 in a 5-step value building cycle - As-Is discovery, To-Be future, gap analysis, gap closure, and begin again. Strengths & Weaknesses are INTERNALLY-focused and Opportunities & Threats are EXTERNALLY-focused. Path to Mastery - Achieving mastery requires continuous assessment & development; SWOT plays a crucial role A comprehensive (breadth) SWOT analysis examines ALL value-levers & business functions. A deep-dive (depth) SWOT analysis includes an alignment-assessment for each lever & function, from vision down through deliverables & success metrics. People do business with people Consider doing a SWOT post Covid Starting- pick 1 problem area first, you will uncover other problem areas naturally. Remove your arrogance during the process. Add humility. Ensure your team is aligned with your culture, business and SWOT. It is a collaborative effort to improve, you are not assigning blame. Implementing SWOT with a qualified moderator to dig deep, unveil blindspots and ask the hard questions “What’s your legacy? What is your exit strategy?” Have the end in mind. What is your value proposition?
Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: More Time. More Profit. Shop-Ware Shop Management getshopware.com
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
We’re talking Exit interviews. Some shop owners do them religiously. Some don’t want to face the music. Some don’t know what to do in an exit interview. Is it a smart time not to burn a bridge? Is there a format to follow? We are going to attempt to answer these questions and more in today’s Town Hall Academy. You can learn a lot about yourself and your company in exit interviews.
Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes HERE Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z Chris Cotton, AutoFix Auto Shop Coaching and the Chris Cotton Weekly Blitz Podcast Key Talking Points
Think of it as information gathering. We think nothing of gathering information to go about repairing a vehicle, be it a customer interview, service information search, or data collection via a scan tool or scope, or meter. It's getting more and more common to ask clients for reviews. We want good reviews on our sites, or on Google or Facebook and we want bad reviews to go to us immediately so they can be rectified and hopefully earn a "good" review. People leave people, not companies Winning sports team- winning is a salve for everything If a soon-to-be or former employee just doesn't want to talk to you about their time with you, it may be a sign that your "open door policy" isn't nearly as open as you thought. Your role in an exit interview, as the owner or manager, is to shut up and listen. Ask questions. The only statements you really should be making is maybe clearing up real misunderstandings, earnestly asking questions, and thanking them for their time with you working AND talking to you. Take the information and try very hard to look at it purely at face value, and then after a day or two or a week, come back to it and try to put yourself in their shoes/boots and read between the lines. Don't let your imagination get too crazy, but with those two perspectives, you should be able to extract information that is true and applicable to improving your business and work environment. There are not enough exit interviews done We value customer reviews why not employees on an exit interview The company should have a formal policy regarding exit interviewing. Must have a policy and or procedure. The same list of questions for all departing employees etc.... Not emotional.....hard part about smaller businesses is that the direct report usually does the interview, if at all possible have a neutral party conduct the interview, you can even outsource it if it fits in your budget to do so if you think of this in marketing terms this is a retention tool, not an acquisition tool. You need to listen to the employees as they leave and then think about your current employees, how can you use the information gathered in order to keep the employees you have top 2 reasons for leaving repair shops is lack of accountability and employee not knowing what their future holds/training plan or lack of one.
Connect with the Podcast
Aftermarket Radio Network
Subscribe on YouTube
Visit us on the Web
Follow on Facebook
Become an Insider
Buy me a coffee
Important Books
Check out today's partners:
More Time. More Profit. Shop-Ware Shop Management getshopware.com
Click to go to the Podcast on Remarkable Results Radio
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