By Joe Marconi
I will never forget the day when a customer, who didn't like the price, took cash out of his pocket, crumbled up the cash, and threw the money at me.
This customer clearly crossed the line, in my opinion.
Before I tell the rest of this "true" story, I would like to hear from you: How would you have handled this situation?
By Joe Marconi
Now that I am not a shop owner, I had to make an appointment to have the A/C checked on my wife's car. While the vehicle was being serviced, the tech noticed a bubble on the tire. I told the service advisor to get me a good set of Michelins. He said that might be hard since he had trouble getting some sizes and models. My wife drives a Mercedes E350.
Are you seeing tire-related shortages too?
Daniel Griffith, Wally's Precision Auto Care, Las Vegas, NV
Key Talking Points
Finding, identifying, and connecting with the ideal customer and naming them (Jennifer and Clara)- what books are they reading? Who are they following on social media? What are their expectations? Build out each phase of the customer experience process, and look at the highs and lows What parts of the process are easy and what parts are hard? Simplify that down as much as possible If something's not working, change it. It's that simple Hiring new employees- asked his current employees what they like about their job, then used their words on the job descriptions “Culture eats strategies for breakfast.” The average tenure of his current team is over 12 years
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Click to go to the Podcast on Remarkable Results Radio
By Joe Marconi
When it comes to advertising, there is an endless list of strategies. And, it appears, that everyone has a different strategy and opinion about what works and what doesn't.
So, the question is: What's Your Most Effective Form of Advertising?
By Mike DelaCruz
A topic that I’ve become more and more interested in is the future of our industry, specifically when it comes to Technicians. I returned from the Spring Leadership Days in Orlando by Auto Care Association with an entirely new outlook, continuously reminding myself: What can I do to help strengthen our future?
As I scroll through my Facebook feed, reading through various forums and private group comments, I constantly hear about the Technician shortage and have been over the past few years.
Does that raise any concern that we’re still talking about this after several years?
As I read through the comments in hopes to find solutions, regrettably the majority of the comments are not solutions to the problem. So, my hope is to find a solution and identify what action I can personally take to help strengthen our future and do my part. I don’t want to spend anymore time talking about what we already know (tech shortage), and watch our industry reduce to rubble in the years ahead. Not on my watch… and I know a lot of you are with me! Days turn into weeks, weeks turn into months and months turn into years. Let’s not wait!
As I visit shops around the country, which is my favorite thing to do, I notice a common pattern in the workflow. Nearly 70% of the shops that I have visited in the past year have empty bays. For example, a shop in the Bay Area I visited recently had 8 bays, but 4 were empty. They had 2 Technicians, who both told me they’re extremely busy and this has become the “norm” until they hire more Technicians.
Of course, the owners have “tried everything”, but what does that mean? Have they really tried “everything”, or are they looking for a band-aid to fix the short-term problem and not thinking about a long-term solution and preparing for the future?
Shops are busy right now and business is booming for most. So even though they have the Tech shortage issue on their minds, it’s less of a priority right now because they’re busy! It reminds me of what one of my favorite industry coaches (and friend) told me one time about “Panic Marketing”. Business slows down, then we expect our marketing company to step up some SEO or Ads and get cars in today, when in reality you have to plan out your marketing 6-months or a year in advance.
So what do we do when we have empty bays and a Tech shortage? Many will simply place an Ad on Indeed, cross their fingers and hope for immediate applicants! That quick-fix strategy will never work. But what will?
There are shops out there with effective strategies that actually work well. Look at what they’re doing and get some ideas. Joe Marconi has some awesome tips on hiring great people. Having worked directly with Joe, I’ve seen the success firsthand.
But for me personally, I’m more interested in the long-term and getting the “younger generation” interested in our trade. I think this will help shape our future. But how do we do this? Someone once told me, if every shop ran an Apprenticeship program, this would help solve the problem.
Is that the silver bullet? If not, what is?