Every Process Must be Customer Driven
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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
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By Joe Marconi
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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
Matt Lachowitzer shares his strategy for keeping his team engaged and communicative, including shutting down his business for three days to hold a company meeting. The meeting focused on differentiation, engagement, and culture and included a keynote speaker and team-building activities. The episode highlights Matt's commitment to creating a fun, engaging workplace culture that fosters collaboration and growth.
Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE
Show Notes: Watch Full Video: HERE Purpose of the company meeting [00:03:28] Differentiation [00:03:49] Matt Lachowitzer talks about the importance of differentiation and how they brought in a speaker to help their team think about how they can differentiate themselves from other businesses. Communication tools [00:05:23] Shutting down the business for a company meeting [00:07:23] Training Breakout Sessions [00:09:29] Matt talks about the different breakout sessions they had during the training event, including technician training classes and service advisor and manager training. Feedback and Extracurricular Activities [00:13:36] Customer Lifecycle and Experience [00:17:36] FORD [00:18:41] Matt explains the FORD acronym, which stands for Family, Occupation, Recreation, and Dreams, and how his company uses it to build relationships with customers. Company Culture [00:20:39] Matt emphasizes the importance of company culture and how it has led him to start his own coaching company, Hammer Consulting. Rockstar of the Month [00:20:48] Matt talks about his company's Rockstar of the Month award, given to team members who embody the company's culture and attitude. Importance of Establishing Culture [00:23:53] Carm and Matt discuss the importance of establishing a company culture and how it can be done through small efforts like showing employees that you care.
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
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 carmcapriotto
You’re growing -a lot, but concerned about losing the company culture you’ve spent so much time, energy, effort, and money on building. In this episode, Kim Walker shares her thoughts, ideas, and strategies being implemented to be super intentional about maintaining company culture.
Talking Points
Worked hard to define core values, build a team, processes You’re getting great results You’re growing But fearful of losing momentum, culture, pace, etc Keep Core Values front & center. What we do: Hiring, onboarding Firing relates back In the middle - reward + recognize Make decisions Process Documented Practiced by all Appreciated + Understood Onboarding. How do you do it? Is it documented? Can it be duplicated easily? Hire Slow, Fire Fast Games Kim Games (Slack) JR’s Dad Jokes + Puns Playfulness, laughter, joy. Happiness is a core value for us. Contests. Surprises Letters to family Door Dash Travel together/retreat Training Meaningful Easily found for future reference Mentoring Day to Day Connections Slack Huddles Project Management software communication
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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