Craig Popp, First Tire & Automotive, 4 locations, Sugar Land and Katy, TX
Key Talking Points
Surround yourself with people that have experience Do something that you know, and do it very well and you'll be successful Buying additional locations- you need the customer base, the goodwill in the community, and the location that makes a big difference. You can't do it all, you got to depend on your people, you got to empower them. Make sure that when a customer comes in, your employees have the authority to decide to take care of that customer. Do not hire the first person automatically. Don't fill a void, talk to them, get to know them, and spend some time before you hire that person. Set the expectations, set deadlines, and train them to be what you expect them to be. Sometimes doing the right things is hard, but still the right thing “You’re only as good as your weakest link” Keeping a training resume
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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
Having been a shop owner for 41 years, I have lived through many economic swings, both good and bad. I can tell you that increases in prices, from gas to food to new car prices, can prove to be a good thing for auto repair shops.
People tend to tighten their belts during tough economic times, but also understand that they need their cars in the best shape they can be to save on fuel and save on costly breakdowns.
How can you help your customers save on fuel costs and focus on preventive maintenance?