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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 carmcapriotto
Matt Fanslow explores the concept of zero-sum games in life and business, emphasizing the importance of collaboration over competition. He uses professional wrestling as an analogy for teamwork, discusses the value of continuous training, and advocates for ethical business practices and the benefits of a supportive industry network.
Show Notes
Zero Sum Games (00:01:18) Professional Wrestling as an Example (00:03:59) NAPA Auto Tech Training Programs (00:07:45) Shifting Marketing Strategy (00:10:09) Raising Perceived Value (00:15:09) Creating a Zero-Sum Situation (00:19:59) Rising Tide Lifts All Boats (00:21:06)
Thanks to our Partner, NAPA Autotech napaautotech.com
Email Matt: [email protected]
Diagnosing the Aftermarket A - Z YouTube Channel HERE
Aftermarket Radio Network: https://aftermarketradionetwork.com/
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Dan Molloy shares insights from his new book, 'The Language of Commitment: Will Speaking the Language of Commitment Make You Richer, Smarter, and Better Looking?' and his unique approach to business growth through focusing on commitment-driven communication rather than mere information exchange. Dan Molloy, Molloy Business Development Group Show Notes
'The Language of Commitment: Will Speaking the Language of Commitment Make You Richer, Smarter, and Better Looking?' Dan Molloy's transition to the automotive repair business (00:03:01) Dan Molloy shares the story of how he transitioned from the telecommunications industry. Obtaining funding for the automotive business (00:04:23) Dan explains how he obtained funding for the automotive repair business and the real estate involved in the deal. The impact of language and communication (00:08:02) The profound impact of language and communication on commerce and personal results. The six possible moves in communication (00:09:17) The concept of six possible moves in communication and how it transformed his perspective on life. The evolution of personal growth (00:11:12) Personal growth and reinvention in different decades of life. The concept of the future and commitment (00:13:29) The concept of the future, the significance of living in the present, and the distinction between goals and commitments. Leadership, commitment, and invention (00:15:44) The importance of commitment in leadership, business, and sales, and the role of inventing the future. The start of the segment (00:16:29) The communication business and hidden metrics in the auto repair industry. Moving the numbers (00:18:04) Discussion on how to steer business numbers and the importance of language in doing so. Communication as the only tool (00:18:16) The significance of language in communication, teaching, training, and customer interactions. Communication standards (00:18:45) The absence of effective communication standards and its impact on business. The importance of analyzing language (00:22:06) The significance of analyzing language in business. Building trust and credibility (00:24:31) The importance of building trust, credibility, and relationships through language. The act of declaring (00:25:52) The significance of making declarations and how they invent the future in business conversations. Commitment making rate (00:28:17) The concept of commitment making rate and its importance in effective communication. AI and Human Analysis in Conversations (00:38:13) Explanation of using AI and human analysis to assess conversations and the importance of speech acts in communication. Success Story: Commitment-Based Operation (00:39:50) An example of a business's transformation from information-based to commitment-based operation and its impact on success and growth. Customer Relationship and Commitment (00:41:37) Discussion of the importance of relationship-building and commitment in customer interactions and problem-solving. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com 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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Are Phone Trees Killing Your Auto Repair Shop's Customer Service? [E162] - Chris Cotton Weekly BlitzBy carmcapriotto
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching addresses the negative impact of phone trees on customer service in auto repair shops. He emphasizes the importance of the human touch and shares his frustration with complex phone systems that deter customers. Chris offers practical advice for revamping phone systems, such as auditing current setups, matching staffing to call volume, and soliciting customer feedback. He advocates for a balance between technology and personal interaction, stressing that each call is an opportunity to showcase excellent service and stand out from competitors. Chris concludes by inviting listeners to contribute to the conversation on maintaining a personal touch in customer service.
The importance of human touch in customer service (00:01:05) Chris discusses the negative impact of phone trees on customer service and the need for a human touch. The drawbacks of using phone trees (00:02:07) Chris explains how phone trees can frustrate customers and lead to missed opportunities. The value of personal interaction in customer service (00:05:21) Chris emphasizes the importance of human connection and empathy in the customer service experience. Balancing automation and human interaction (00:07:31) Chris discusses the need to strike a balance between technology and human interaction in the auto repair business. Practical tips for revamping phone systems (00:09:33) Chris provides practical suggestions for improving phone systems to better serve customers and enhance the overall customer service experience.
Connect with Chris:
[email protected]
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Andy Bizub explores the influential book "Driving Force: Extraordinary Results with Ordinary People" by Peter Schultz. Dive into the pivotal role of culture in business success with personal insights on maintaining a positive work environment. This episode is packed with wisdom for business owners and leaders seeking to improve their operations and team dynamics. Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL. Andy’s previous episodes HERE. Show Notes
Email Lori Schutz for your copy of "The Driving Force: Extraordinary Results with Ordinary People": [email protected] Leadership Book Insights (00:02:07 ) Exploring 'The Driving Force by Peter Schutz's' perspectives on leadership and empowerment. Book's Business Influence (00:03:04) The book's influence on leadership strategies and business operations. Book Discussion (00:05:35) Diving into the book's content and its effects on businesses. Cultural Preservation (00:06:34) The role of culture in maintaining successful business practices. Toxic Employees (00:10:41) Addressing the challenges of toxic employees in the workplace. Empowering Leadership (00:12:14) How leaders can empower their employees to achieve excellence. Employee Growth (00:13:27) Encouraging employees to grow and potentially outperform their leaders. Team Diversity (00:15:27) The benefits of having a diverse and skilled team. Overcoming Barriers (00:18:39) Sharing a story about overcoming barriers at Cummins Engine and its relevance to shop communication. Communication Barriers (00:20:04) The effects of cultural and physical barriers on shop communication. Slack for Shop Communication (00:22:31) Using Slack to improve communication and reduce barriers in the shop. Customer Quality (00:23:42) The impact of customer quality on business success. Customer Vetting (00:29:58) Identifying red flags and conveying service value to potential customers.
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
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching examines the JD Power 2024 US Customer Service Index Study. He offers strategies for auto repair shops to outperform dealerships by focusing on immediate service, convenience, and the smart use of technology. Cotton emphasizes the need for shops to educate customers and offer value through quality service rather than just competing on price. He advises shops to enhance their online presence and local advertising to attract customers. The episode is a guide for auto repair businesses to improve service and capitalize on dealership shortcomings to gain customer loyalty.
The JD Power 2024 US Customer Service Index Study (00:01:10) Insights from the study on dealership customer service, wait times, and technician retention.
Dealership Wait Times and Technician Retention (00:02:14) Discussion on the impact of wait times, technician retention, and the influence on customer satisfaction.
Customer Preferences and Technology (00:06:25) Customer preferences for immediate service, convenience, and the importance of technology in service updates.
Rising Costs and Customer Satisfaction (00:09:02) Increase in the average amount spent on dealer visits, the impact of inflation, and customer satisfaction.
Adapting to Market Landscape (00:13:18) The need to embrace technology, improve communication, and address wait times and cost concerns.
Advertising Strategies for Auto Repair Shops (00:14:22) Tactical approaches to leverage speed, convenience, technology, cost-effectiveness, education, and tailored promotions in advertising.
Implementing the Marketing Strategy (00:19:05) Guidance on assessing current advertising channels, revamping content, and staying responsive to market changes.
Connect with Chris:
[email protected]
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
Click to go to the Podcast on Remarkable Results Radio
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