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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 Joe Marconi
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By carmcapriotto
Our panel discusses the topic of language and terminology changes in the automotive aftermarket service industry. It's important to use clear and professional language with employees and customers, as well as the significance of honesty and trust in communication. They also touch on the distinction between "technician" and "mechanic" and the need for ongoing training and teamwork. We hope that our discussion will inspire you to reflect on your own communication practices and make necessary improvements.
Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Autoflow. Chris’s previous episodes HERE
Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE Show Notes:
Industry Terminology: It’s Time to Change it. Can You Get Behind This? [RR 571] The mindset shift (00:02:07) Discussion on the importance of mindset in implementing changes and improvements in the automotive business. Rock star or not? (00:03:38) Exploration of the language used to describe employees, specifically the term "rock star" and its potential negative connotations. Customers or clients? (00:06:06) The significance of referring to customers as clients and the impact it has on the professionalism and relationship-building within the business. The value of language in communication (00:07:54) Discussion on the importance of language in communication with clients and staff, and the use of terms like service writer, service advisor, and service consultant. The shift from mechanic to technician (00:11:08) Exploration of the evolving role of automotive professionals from mechanics to technicians due to advancements in technology and the need for specialized skills. Developing teamwork and efficiency (00:16:09) The benefits of pairing young technicians with experienced ones to boost efficiency and create a sense of teamwork in the shop. Using inclusive language and emphasizing teamwork (00:17:16) They talk about the importance of using inclusive language like "team members" instead of "employees" and how it fosters a sense of unity and common goals. Being mindful of communication and emotions (00:19:47) The conversation shifts to the significance of being aware of one's emotions and communication style, especially when dealing with employees, and the impact it has on team dynamics and employee retention. The importance of language and communication (00:23:28) Discussion about the need for patience and grace with young employees, the importance of using positive language with customers, and the impact of words on customer experience. Empathy towards customers (00:24:20) Emphasizing the importance of empathy and understanding towards customers, recognizing that they may be going through difficult situations, and the role of service teams as counselors. The power of effective communication (00:26:21) Highlighting the art of effective communication, the significance of practicing communication skills, and the introduction of Remarkable Results Toastmasters group for leaders in the automotive aftermarket. Creating an Identity (00:31:16) Discussion on turning actions into identities and empowering employees to take action. Affirmations and Positive Thinking (00:32:05) The importance of affirming ourselves and using positive language to combat negative thoughts. Standardizing Terminology (00:36:39) The need to standardize industry terminology and eliminate confusing acronyms when communicating with customers. The invoice vs. work order discussion (00:38:25) The hosts discuss the terminology used in the automotive industry, specifically the difference between using the terms "invoice" and "work order" when interacting with customers. Understanding AI and big data models (00:40:09) The topic of artificial intelligence (AI) and the role of big data models in shaping AI responses and interpretations. The importance of effective communication (00:44:21) The significance of effective communication within teams and with clients, highlighting the impact of words on professionalism and everyday interactions. 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
-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
Carm Capriotto hosts a panel discussion on family businesses, specifically focusing on the challenges faced by sons of bosses (SOBs). Andrew Marcotte and Anthony Campanella share their experiences of working in their family businesses and the unique dynamics that come with it. They discuss the perception of nepotism and the importance of earning respect and value in their own right. They also discuss leadership development, work-life balance, communication, and succession planning in family businesses.
Andrew Marcotte, American Pride Automotive, 5 locations, Virginia. Andrew's previous episodes HERE
Anthony Campanella, Paul Campanella's Auto and Tire Center, 5 locations, Delaware and Pennsylvania Show Notes:
Watch Video Episode The challenges of being in a family business (00:01:04) Discussion on the unique dynamics and challenges of working in a family business, including the pressure to succeed and the need to earn one's position. Nepotism in family businesses (00:02:19) Exploration of the negative connotations and perceptions associated with nepotism in family businesses, and the importance of earning respect and value independently. Learning to be a leader in a family business (00:06:39) Conversation about the innate qualities and acquired skills necessary to become an effective leader. Positive affirmations and leadership development (00:08:16) Discussion on the effectiveness of positive affirmations in leadership development and the importance of focusing on minor wins. Work-life balance in a family business (00:09:22) Exploration of how to draw the line between work and personal life in a family business and the realization of not letting work interfere with personal time. High expectations in a family business (00:14:20) Being expected to handle various issues and tasks in the family business due to their upbringing and the trust built over the years. The importance of communication (00:16:42) The significance of effective communication in their businesses and how it helps in avoiding misunderstandings and aligning perspectives. Transitioning to a visionary role (00:18:00) Andrew talks about his plan to become the visionary for the company and the importance of having a support staff in place for a smooth transition. Complementing each other's strengths (00:20:37) Anthony and Andrew highlight how their different approaches to decision-making, one being data-driven and the other relying on gut feel, complement each other and contribute to the success of their businesses. The importance of transparency and trust in growing a small business (00:24:02) Being transparent and trustworthy in order to grow a small business and change the negative perception of the automotive industry. The value of networking and community involvement in the automotive field (00:24:57) Anthony shares how his father taught him the value of networking and being involved in the community to build a positive reputation in the automotive industry. The impact of peer mentorship and learning from others in the industry (00:27:49) The profound effect of being part of a coaching group like Transformers, where they have been able to learn from and be inspired by other successful operators in the industry. 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
-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
"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
Connect with the Podcast
-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
Fernando Miranda, Aleta and Kevin Delaney and Jeremy Behling discuss their participation in the Transformers 2022 Summit in Cancun, where they took part in a team-building "Build a Bike" activity. The panel share heartwarming stories of giving bikes to local students in need and sponsoring their education. They emphasize the importance of philanthropy and how it can have a positive impact on both the community and business. Carm encourages listeners to have a giving heart and take action to help others. The episode aims to inspire listeners to make a positive impact in their own communities.
Fernando Miranda, VP Transformers Institute
Kevin and Aleta Delany, Europro Autohaus, Kelowna, Canada Jeremy Behling, Yampa Valley Tire Pros, Steamboat Springs, CO Show Notes:
Paying it Forward and Philanthropy (00:01:16) The panel discusses the importance of giving back to the community and highlights the Build a Bike program at the Transformers conference in Cancun. The bike donation and meeting the students (00:08:14) Describes the emotional experience of giving bikes to students and the impact it has on their lives. Finding out about the student's college plans (00:09:10) Discusses the conversation with the student about her plans to become an accountant and the potential for future opportunities. Matching the donation and sponsoring the student (00:11:46) Explains how Jeremy matched the donation made by the Transformers team and how Aleta and Kevin sponsored the student directly for four years of college. The importance of giving back (00:17:41) Discussion on the motivation behind philanthropy and the impact it has on individuals and communities. Financial success vs. helping others (00:19:00) Exploration of the fulfillment and positivity that comes from helping others, even if it may have a negative impact on financial success. The power of giving first (00:21:30) Personal experience of how giving back and donating money led to a positive shift in cash flow and overall business success. The universe taking care of you (00:27:38) Exploration of the belief that giving to others leads to receiving from the universe. Challenging listeners to make a difference (00:28:46) Encouragement to take action and make a positive impact in their communities. 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
-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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