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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 Transmission Repair
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By carmcapriotto
Jon Kloosterman, the Director of Operations at West Side Service in Zeeland, discusses their recent acquisition of a business and their approach to training and retention of technicians. The acquired business had been a pillar in the community for 72 years and was ready for a change in ownership. Jon also highlights the importance of maintaining professionalism and focusing on the right KPIs in your business.
Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE
Show Notes:
The acquisition of the business (00:03:49) Discussion about the recent acquisition of an existing business and the reasons behind it. Renovations and community response (00:04:16) Talk about the renovations being done to the building and the positive response from the community. Training and retention of technicians (00:05:20) Conversation about the training process for technicians, including shadowing experienced technicians and the apprentice program. The importance of consistent DVI format (00:09:34) Discussion on the need for consistent digital vehicle inspection (DVI) format to ensure uniformity in the pictures taken and information provided to service advisors. Labor vs Service (00:12:12) Exploration of the concept of using the term "service" instead of "labor" to shift the focus from labor rates to the overall service experience. Professionalism and image (00:15:42) Emphasis on the significance of professionalism and image in the automotive repair industry, including the impact on customer perception and attracting higher-end clientele. The apprenticeship program and communication between service manager and shop foreman (00:18:41) Discussion on the relationship between service manager and shop foreman, responsibilities of apprentices, and communication within the team. Effective labor rate as a key performance indicator (KPI) (00:19:31) The importance of effective labor rate as a KPI and its position in the list of critical KPIs. Average opportunity as the most consistently watched KPI (00:20:23) Explanation of average opportunity as a KPI and its connection to the back room and service team's inspections and estimates. 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 Transmission Repair
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By Joe Marconi
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By carmcapriotto
"Do our technicians, when they close the hood, take the rag, you know, they rub the hood, make sure there's no fingerprints? Do they really think about the role that they had in that customer's life? Most of them don't."
Dan Taylor shares a personal experience where his technician played a crucial role in getting his wife to the hospital in a life-threatening situation. This incident made Dan realize the importance of our mission in ensuring the safety and reliability of vehicles. What is the 'why' behind someone's work and why is that important?
Dan Taylor, Senior Business Advisor, Transformers Institute. Dan’s previous episodes HERE
John Long, Total True Automotive, Shertz Auto Service, Schertz, TX. John’s previous episodes HERE.
Show Notes
Watch Full Video Episode The mission concept (00:01:53) The concept of mission and how it can be applied to the automotive industry, using examples from the construction industry. The importance of knowing the mission (00:02:53) The importance of every team member knowing the mission and how it goes beyond the individual tasks they perform. The role of automotive professionals (00:05:23) The passion and professionalism of automotive professionals and the impact they have on people's lives, guiding them through important moments. The role of repetition in training (00:13:16) The significance of repetition in training and the need for constant reinforcement to ensure understanding and retention. Mission accomplished never done (00:15:48) The concept of "mission accomplished never done" as a reminder to continuously strive for improvement and growth in leadership and training. The importance of defining a win (00:18:02) Discussion on the need for organizations to define what winning looks like and the challenges of setting unattainable goals. The impact of tough conversations (00:20:14) Exploration of the aftermath of a difficult conversation with a team member and how it led to improved performance. The positive outcomes of peer reviews (00:22:40) Insights into the significant changes and improvements seen in businesses after undergoing peer reviews, with a focus on weaknesses and opportunities for growth. Workflow Management (00:25:19) Discussion on the importance of workflow management in the automotive industry and its continuous improvement.
Thanks to our Partners, AAPEX and NAPA TRACS.
Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, 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/
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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