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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's Blog4 commentsA recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
The study also stated that in 2021, many companies were convinced that giving raises, sign-on bonuses, and other perks would solve the worker shortage problem and prevent people from quitting. However, this strategy did not work. So, what does work regarding attracting quality people and keeping them employed?
Essentially, it all comes down to the culture of your company. Management: do all it can to consider the individual needs of your employees. Your employees want to feel that they have a voice, that their opinion counts, and that their role in your company is both respected and recognized. Yes, pay and a great benefits package will go a long way toward making your employees feel secure, but that’s only financial security. People want more than money.
To attract and keep top talent requires creating a company that people feel proud to work for. You need to reach the hearts and minds of your employees. Become a leader that people are enthusiastic about working for. You want your employees bragging to their friends and family that your shop is a great place to work!
Step one to attracting and retaining quality employees: Create an amazing workplace environment for your employees! Trust me, happy employees make happy shop owners too!
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By carmcapriotto
This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced:
30% increase in revenue by improving transparency and trust
50% reduction in time spent researching and ordering parts
10% increase in profit margins through robust reporting
Click here to learn more about AutoLeap and schedule a demo:
AutoLeap Link: http://bit.ly/3GRgO88
Don't forget to rate and review us!
Coach Chris Cotton from Autofix Auto Shop Coaching provides tips and advice on how to write effective procedures for auto repair shops. He emphasizes the significance of having clear and concise processes and procedures in place for auto repair shop owners to increase efficiency, reduce errors, and improve customer satisfaction. Coach Chris suggests that procedures should be written in a way that communicates what readers need to know, not just what they want to know. He also provides a step-by-step guide on how to create them and highlights the importance of writing at an appropriate reading level, avoiding jargon and slang, and explaining assumptions.
Creating Processes and Procedures [00:00:59] Coach Chris Cotton discusses the importance of creating processes and procedures for auto repair shop owners, and offers to teach a class on the topic.
Importance of Clear and Concise Processes and Procedures [00:01:55] Coach Chris Cotton explains how clear and concise processes and procedures can increase efficiency, reduce errors, and improve customer satisfaction in auto repair shops.
Effective Procedure Writing Skills [00:04:42] Coach Chris Cotton provides tips and advice on how to write effective procedures for auto repair shops, including the importance of being accurate, brief, and readable.
Step by Step [00:08:26] Tips on how to gather information and write procedures for auto repair shops.
Assessing Design Elements [00:12:08] The importance of using flow charts, scripts, question and answer formats, and matrix tables to accompany written procedures.
Final Draft Approval [00:14:50] The process of reviewing and approving the final draft of a procedure by stakeholders and department managers.
Connect with Chris:
[email protected]
940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
Youtube: https://bit.ly/3ClX0ae
#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Learn how to improve your business and take it to the next level with these 21 tips and insights related to management, marketing, customer service, and personal growth. Our panel provides practical tips such as refreshing online photos, using referral programs, and creating a virtual tour of the shop. They also encourage humility, vulnerability, and continuous learning as essential tools for success in the automotive industry. Tom Ham, Automotive Management Network. Tom’s previous episodes HERE.
Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE
Jeff Grassman, Carsmart Auto Service, Sumner, WA. Jeff’s previous episodes HERE
Show Notes:
Watch Video Episode HERE Updating Shop Photos (00:03:05) Updating old shop photos online to present a better image to potential customers. Tracking Business Performance (00:03:53) Tracking business performance and using past successes to market the business to potential customers. Tracking Your Numbers (00:04:23) It is important to track key point indicators and manage them to ensure clear expectations. Empowering Your Team (00:06:03) The importance of empowering your team to make decisions and not wasting time on small decisions. Effective Onboarding (00:06:46) Tips for effective onboarding, including giving new employees a legal pad and pen to follow and learn from experienced employees. Customer Referral Programs (00:09:36) Customer referral programs and how they can improve business practices. Be the Dumbest Person in the Room (00:11:27) The benefits of being in a room with people who are smarter than you and how it can lead to personal and professional growth. Working Interviews (00:09:12) The benefits of working interviews and how they can help employers find the right fit for their business. Be Humble and Vulnerable (00:13:03) Being humble and vulnerable when attending conferences and seeking to learn from others. Using Clocks for Efficiency (00:15:16) Using digital clocks in the workplace to keep everyone conscious of time and improve efficiency. Train, Tolerate, or Terminate (00:16:25) Jeff's tip on holding employees accountable (00:16:45) Jeff shares his method of holding employees accountable and how he avoids tolerating poor performance. Getting through tough situations (00:19:59) Tips learned from a former Navy SEAL on getting through tough situations and how it can be applied to business. Immediate Response (00:21:52) The importance of responding to customers' inquiries immediately, regardless of the method of contact, to increase the chances of getting the job. Preferred Method of Communication (00:23:56) The importance of finding out customers' preferred method of communication to ensure convenience and satisfaction. Building the Bench (00:24:03) The importance of building a team and having a bench of potential employees to minimize the stress of hiring and ensure a successful business. Approaching Situations with the Intent to Learn (00:26:05) The importance of approaching every situation with the intent to learn, whether it be a good or bad situation. Disarming with "Help Me Understand" (00:29:38) Instead of asking "why," which can put people on the defensive, it's better to say "help me understand" or "can you please help me understand." Parts Management (00:30:59) The importance of efficient parts management Expectation Inspection (00:33:15) The importance of setting clear expectations and regularly inspecting them to ensure that everyone is on the same page and problems can be addressed before they become major issues. Work Order Audits (00:34:38) The importance of work order audits Get Involved with Your Neighborhood (00:35:13) The importance of getting involved with your community, joining nonprofits, and helping people. They explain how this can benefit your business and improve your stature in the community. Stretching Out Your Outreach (00:36:46) Run Your Shop from Your Favorite Vacation Spot (00:39:14) Technology nowadays makes it possible to run everything from a remote location and how it can help cure micromanagement. Spend Intentional Time Every Working Day to Plan, Learn, and Manage (00:41:03) Wear a Bright Jacket or a Loud Shirt (00:42:30) Russ shares the benefits of wearing a bright jacket or a loud shirt, how it can help you stand out and start conversations, and how it can be a part of your brand. Virtual Tour of Shop (00:44:33) Using virtual tours of the shop to market it to potential customers. Slack Communication Tool (00:45:47) Useful Apps (00:47:47) Useful apps for the automotive industry, including Today's Class, Mentor/Mentee, ASE Renewal, Grammarly, Microsoft To Do, and Canva. Thanks to our Partners Shop-Ware and Delphi Technologies
Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. 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 ASOG Podcast
Episode 111 - Avoiding Shop Loaner Horror Stories with Laura Tierney of ShopLoaner.com
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By Beep
Hey all --
My team is getting ready to release a tool that reaches out to your customers automatically to ask for a review. Positive feedback returns a prompt to review on Google and Yelp. Negative feedback is caught and an autoresponder asks them to contact you to discuss. It's a great way to boost your online reputation without much effort. It works standalone and can also integrate with your shop management software. When you close a ticket it can automatically trigger the outreach cycle.
As an ASO member you can use it for free for 3 months. No credit card required.
Check it out. Feature requests and feedback always welcome -- RepCaster.com
Use invite code ASO2023
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By carmcapriotto
"The service advisor is the face of the brand and the first point of contact for customers." Join our round table discussion as our panel shares their experiences and strategies of successful service advisors, highlighting the importance of communication skills, creating a positive customer experience, and building customer trust and rapport. It's also essential to be an educator rather than a salesman and help customers understand how to maintain their vehicles to avoid breakdowns. The discussion also emphasizes the need for investment in service advisor training and development. Courtney Archer, Service Advisor, Global Car Care, Wenatchee, Washington.
Mike Elceser, Service Advisor, D&K Automotive Repair.
Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.
Show Notes:
Watch Video Episode HERE (00:03:11) The importance of tonality and creating a positive first impression when answering the phone to potential customers. (00:05:31) Mike and Courtney discuss their different backgrounds and how they became service advisors. (00:07:31) The important traits of a service advisor include listening, customer service, and technical knowledge. (00:08:48) Mike and Rena discuss the importance of listening to customer concerns and solving their problems, rather than just focusing on the car repair. (00:12:14) Courtney and Rena discuss the benefits of listening to calls with a coach, who can provide positive feedback and help advisors improve rather than just pointing out mistakes. (00:17:40) The importance of phone communication in building trust and making sales, and how it is still the primary source of communication in most shops. (00:19:15) Mike and Rena discuss the process they created for determining if a car needs more than just an oil change before the customer arrives, in order to set reasonable expectations and provide better service. (00:20:41) Mike explains how asking simple questions like license plate and mileage can improve customer service by allowing them to schedule the car for necessary maintenance and speed up the process at the counter. (00:21:49) Building relationships with customers and selling maintenance services to prolong the life of their vehicles. (00:23:37) Being an educator rather than a salesperson as a service advisor. (00:26:22) The use of inspections as a sales tool and the importance of guiding customers through the findings rather than just sending a text with pricing. (00:28:51) Serving customers rather than just selling to them, and how to educate customers about their vehicle needs. (00:31:50) Building trust with customers through empathy, rapport building, and being an educator rather than just a salesperson. (00:33:22) Being honest with customers and admitting when you don't know something, and how this can actually build trust and confidence with customers. (00:35:50) Service advisors need to be the person that customers trust and can ask for advice. They need to be a confidant and a friend to walk them through car repair. (00:39:41) Investing in training creates a coaching and training environment that helps service advisors improve. It also creates an open-minded environment where everyone can share information and improve together. (00:45:17) The importance of investing in service advisors through training, networking, and masterminding to improve the industry. Thanks to our Partners Shop-Ware and Delphi Technologies
Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. 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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