Speed of Service VS Quality
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By Joe Marconi in Joe's BlogIt 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 Joe Marconi
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By carmcapriotto
Thanks to our Partner, NAPA Autotech
Matt Fanslow emphasizes the importance of taking control of one’s life and career, especially during challenging times. Using the analogy of flying a plane, he stresses the need for focus and decisive action. Drawing from his mentor Robert "Dutch" Silverstein's advice to "fly the darn plane," Matt discusses personal and professional development in the automotive industry. He highlights the value of self-assessment, hard work, and continuous learning, and underscores the significance of training and mentorship.
Flying the Plane Analogy (00:01:34) Facing Life's Challenges (00:02:47) Making Intentional Decisions (00:04:01) Learning from Tough Situations (00:05:21) The Sully Incident (00:06:30) Gathering Information (00:09:01) Career Planning and Self-Assessment (00:10:25) The Role of Mentorship (00:11:35) Honesty in Self-Assessment (00:12:41) Value of Continuous Learning (00:15:01) Reality of Career Aspirations (00:16:07) Finding Your Niche (00:19:36) Mastering Skills (00:20:55) Misunderstanding Career Potential (00:22:07) Value as a Worker vs. Human (00:23:24) Understanding Skills and Passion (00:24:53) Flying the Plane Analogy (00:26:09) Encouragement and Gratitude (00:27:14)
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 Partner, NAPA Auto Care Chris Dekker shares his use of service proposals, shop cleanliness, and appointment reminders to enhance customer satisfaction. The episode underscores the value of professionalism, continuous learning, and adapting to industry changes to meet evolving client needs. Chris Dekker, My Garage Auto and Tire, Airdrie, Ontario, Canada. Chris' previous episodes HERE Show Notes
The importance of service proposals (00:02:52) Chris discusses the use of service proposals for estimates and outlines the benefits of their business to potential clients. Enhancing the customer experience (00:04:32) The discussion delves into the details of the service proposal, focusing on how it communicates the client experience and positions the business in the market. The impact of shop cleanliness (00:09:47) The importance of shop cleanliness in retaining and earning clients is highlighted, emphasizing the role of the front office in the client experience. Appointment reminders and booking ahead (00:11:57) Chris explains the use of SMS reminders and the process of booking maintenance appointments, including the software used for notifications. Innovative ideas and readiness for EVs (00:14:30) The importance of seeking innovative ideas from other businesses and industries is discussed, followed by information about training for servicing hybrid and EV vehicles. The importance of learning from others (00:16:34) Discussing the value of learning from others' experiences and implementing new ideas in the automotive industry. Accountability and coaching in business (00:17:15) Exploring the benefits of having an accountability partner and business coaching for success in the automotive industry. Adapting to electric and hybrid vehicles (00:18:49) Discussing the focus on electric and hybrid vehicle repairs, including significant investments in training and tooling. Training on electric vehicle repair (00:20:01) Exploring the various training methods for electric vehicle repair, including in-person, online, and practical experimentation. Client experience and innovation (00:22:03) Emphasizing the importance of client experience and innovation in the automotive industry, including the introduction of new client-focused ideas. Ensuring safety and reliability (00:25:05) Detailing the company's policy to ensure safety and reliability, including the process of wheel retorquing and client communication. Client-focused service proposals (00:27:56) Highlighting the significance of client-focused service proposals and the importance of considering more than just the cost in the automotive industry.
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 Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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
Welcome to another episode of the Auto Repair Marketing Podcast, hosted by Brian and Kim Walker!
Today, we have a very special guest, Michael Doherty, who was our exceptional service advisor at Peak Automotive in Apex, North Carolina.
Michael has been a pivotal figure in our journey, and we are thrilled to share his insights on customer loyalty and retention. He’ll discuss his unique approach to building lasting client relationships and the importance of genuine care and transparency.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Lagniappe (Books, Links, Other Podcasts, etc)
WorldPac - https://www.wtitraining.com/
Worldpac STX - https://automotivetrainingevents.com/event/stx/
Traver Technologies: https://traverconnect.com/
ShopWare - https://shop-ware.com/
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today's Class Brin Kline shares his journey from technician to successful shop owner, highlighting the crucial role of his business coach, Bill Haas. They delve into the importance of having an accountability partner, the role of coaching in reducing stress, and how personalized guidance can help shop owners reach their full potential. Perfect for shop owners looking for insights on business coaching, this episode is packed with valuable advice and industry wisdom. Brin Kline, Shop Owner, Assured Auto Works, Melbourne, FL. Brin's previous episodes Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE. Show Notes
Coaching in the Industry (00:01:15) Discussion about the importance of coaching in the automotive industry and the value of having a coach. Accountability and Coaching (00:07:49) The importance of having an accountability partner in coaching and its impact on business progress. Financial Security and Coaching (00:09:47) The relationship between financial security, goal setting, and coaching in business development. Business Goals and Budgeting (00:11:13) The significance of setting business goals and budgeting with the guidance of a coach. Selecting a Coach (00:13:50) Considerations for selecting a coach based on strengths and weaknesses. Affordability of Coaching (00:16:05) Discussion on the affordability of coaching and the potential benefits, even for struggling businesses. Personal Growth and Coaching (00:18:41) The importance of personal growth, humility, and willingness to change in the coaching relationship. Business changes and profitability (00:20:16) Discussion on increased profitability and the ability to make changes in the business. Gaining confidence and comfort (00:21:19) Becoming more comfortable and confident in making changes and taking action. Transition from technician to business owner (00:25:28) Concerns and challenges of transitioning from a technician to a business owner. Selecting the right coach (00:34:01) Factors to consider when selecting a coach, including industry passion and adaptability. Managing time and involvement in the industry (00:39:08) Discussion on managing time and involvement in various industry activities as a challenge. Team growth and dynamics (00:41:33) Discussion about the growth of Brin's team and maintaining a positive work environment. Commitment to the business (00:44:22) Brin's decision-making process and commitment to his business. Thanks to our Partner, NAPA TRACS 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/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.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 X (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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