By Elite Worldwide Inc.
Keep Your Shop's Summer Momentum Going!
Elite's Supercharge Your Shop, a series of 4 live online courses for shop owners, starts Sept 14th!
Learn to master your shop's numbers, recruit the top techs & advisors, maximize employee productivity, fill up your bays with your ideal customers and more!
These live online courses will be taught by industry superstars Joe Marconi and Kevin Vaught, who have both experienced extraordinary success as shop owners, so everything you'll learn has been proven to generate extraordinary real world results!
You have the option to either enroll in the whole Supercharge Your Shop course series, or pick and choose the individual courses that will help your shop the most. Here's the course schedule:
Sept 14-15 - Mastering Your Shop's Numbers and Cost Control
Sept 16-17 - Hiring America's Top Techs & Advisors
Sept 21-22 - Maximizing Employee Morale, Productivity and Profits
Sept 23-24 - Filling Up Your Service Bays with the Ideal Customers
To enroll in the complete series of these 4 live online courses, just visit our Supercharge Your Shop Page to reserve one of our last openings!
By Joe Marconi
We, automotive shop owners of America, must take the opportunity of a lifetime and turn it into a bunch of success stories. What opportunity? Look around you. The world is in turmoil. COVID-19, social unrest, uncertainty about the presidential election, the economy, how are we going to get out kids back to school, on and on and on.
While the world is spiraling out of control, we have the power to make big changes to our auto repair shops. And it can all be positive!
First, the average age of a car in the U.S. is about 12 years old, attaining well over 200k on the clock.
Second, Uber, taxis and limo companies are suffering. Guess why?
Third, the motoring public in the foreseeable future will be traveling by car, taking road trips like they have never did before.
Fourth, the roads are packed with motor vehicles, as more and more people prefer their own car as their primary means of transportation.
Fifth, as the cars get older and older, more of them will be out of factory warranty.
Sixth, independent auto repair shops have a vast amount of training, resources and replacement parts.
Seventh, the overwhelming majority of cars being build and sold today are still internal combustion engine powered cars. If you factor in the expected average age of car these days, we can safely bet that those gas engine cars being sold today will still be on the road in 2033 and beyond!
Eight, You need more? That's not enough!
Get your plan in place. Get your prices in line with making a profit. Don't give anything away anymore (I am mostly referring to checking, testing, diags of any sort!) Offer world class customer service. Be a leader of your employees. Show the world what you are made of!
By Joe Marconi
Most of you probably already know what I am about to say: The Service Advisor position is the most crucial position in the shop. I know, I know, what about the mechanical work done by the techs? Well, that's important too, of course.
For the most part, customers spend their hard-earned money and most of time don't really know or see what was done to their car. Let's face it, the customer can't see the water pump or T-belt. And most of the time, the customer does not feel any difference with the car as they drive out of your parking lot.
What the customer does see (or experience) is how she was treated. And that makes all the difference in the world.
Plus, great service advisors also motivate the technicians, because great advisors are also great leaders of people.
Think about this...Six months from now, your customer will not remember the fuel injection relay or the mass air sensor that was replaced....but she WILL remember how she was treated.
And trust me, that OE-quality fuel injection relay install by a certified A-level Master tech using Snap On tools and a Launch Scanner IS NOT the reason WHY your customers return to you....She returns because of the level of service your provide.
I am helping a growing business to be more efficient. As part of this, I am looking at a service to maintain our general hardware and supplies. The shop needs a manager as the owner is too involved with the shop - and rightly so as he is highly respected in his arena. That's another discussion.
As he moved into a larger facility and hired more people. I'm working on efficiencies. The current goal is to have common hardware an supplies on hand, always. I am looking for a service to handle this. I have spoken with Rogo, Fastenal and Kimball Midwest. Any other suggestions? Runs to the hardware store are costly...
By Joe Marconi
After a recent trip to California (Yes, in spite of COVID-19, I went to visit my family and grand-kids) I found that complacency has set in with many people. I thought that due to the current economic state for so many businesses, those that are working would be on high alert to go above the norm and provide an extra level of amazing customer experience. I found the opposite.
The airport in NY, JFK, nearly empty, was filled with workers leaning up against the wall on their phones. The people in security bordered on rude, no, let me rephrase that...they were rude. The flight attendants must have been auditioning for the next zombie movie, because there was NO sign of life with them.
We went to a restaurant in L.A. Outside dining only. We were herded like cattle through roped walkways, to our table and everyone spoke in a monotone voice, as if to say to us, "Why are you here? Can't you see we don't want to be here."
I know we have been through a lot, but I was surprised at the level of complacency. Or was it something else?
Shop Owners, it's been a strange and tough year. But we are still standing. Maybe a little battered. So, let's be thankful for each and every day. Let's smile. People may not see that smile through the mask, but it will show in your voice and attitude!
Those with the right positive mindset will come out the other side of this stronger than ever. Trust me on that!
Don't become a victim of complacency.
Similar Tagged Content
By Joe Marconi
Shop production is a hot topic these days. High production results in higher sales and profits. But there seems to be so many obstacles to overcome to achieve high production levels.
I was discussing production with a few shop owners, and one shop owner mentioned that he recently hired a shop foreman; an “A” tech in his early 50’s. The foreman uses his knowledge and skills to organize the work flow. For younger techs, it’s even more important that they know how to work and keep productive.
What are your thoughts? Does anyone else have a foreman or similar position? And how does this role affect production?
By Elon Block
New blog post on this very important topic here:
All major pricing changes like this one, affects everyone in the auto repair industry.
By Oova At Autovitals
A Candid Analysis of Today's Workflow Management Tools
Lets summarize the tools and processes available to the independent shop owner, service advisor and technician to manage workflow.
the service advisor's ability to memorize what is going on the technician's ability to recall what the service advisor said 10 minutes ago or earlier the service advisor'a ability to decipher the tech's scribble The tech's ability to put clear explanations on a piece of paper (work order) the WIP screen in your point of sale software (POS) the printer printing work orders the paper rack holding printed paper sheets the bags keeping the key to the vehicle and the paperwork together the scheduler in your POS a white board or spreadsheet managing the vehicles going through the shop a time punching system or flag sheet The sad part:
Not one of these 11 pieces can be skipped. Service advisors are super heros juggling 11 disjointed "management tools" at any time during the day.
How do they do this? Super hero ability, you knew it already.
Now the even sadder part:
In order for the service advisor to juggle all this successfully, they often skip or at least minimize the engagement with the motorist.
Lets repeat that with different words:"Service advisors skip advising service because they are too busy doing busy work because the tools available are inadequate."
Do you agree, or am I smoking something here?
Last but not least, the saddest part:
You as owner can't measure behavior today, only results from the POS reports.
What does that mean?
you don't know what tech is pencil whipping or over recommending you don't know how many recs from the tech uncovered during the inspection make it to estimate (our research revealed 56% of all recommended actions from the tech are not sold. Fifty-six. Do you smell opportunity here as well?) you don't know why the vehicles are in the shop for way too long. Is it the waiting for parts or the service advisor or the dog ate the home work? you don't know why the tech efficiency of tech A is at 95% but of tech B at 53% you can't change behavior if you can't measure it
How to we turn 11 disjointed tools into 3 integrated ones?
You add a tablet(1) to the techs toolbox, replace the paper rack with a second screen(2) and download SmartFlow(3) to the tablet from the App Store or Google Play and add it to the browser bookmarks on the second screen.
Then get rid of
paper time punching system laptops in the back shop paper rack running back and forth (you might have to buy the service advisor a gym membership) white board spreadsheets bags flustered service advisors Done.
Now your service advisor counter might look like this
The photo credit goes to Matt Purselle, he turned a typical two screen setup into a four screen setup. One screen for the POS, one for SmartFlow, one for email, one for everything else. Two are enough for the beginning, some of our clients use only one and it works too, thanks to built-in alerts.
Matt's counter looks like this seen with the eyes of the service advisor(s).
How do the techs know what is going on? they clock in on the tablet, EVERYTHING is on the tablet now, Identifix, Alldata or Mitchell, work order, inspection sheet, any info they need. They stay at the vehicle and smart-chat with the service advisor and get alerted about new info and new assignments for them.
Have you introduced a daily huddle with the techs? Great, do it like Matt and use a 55 inch screen with touch overlay to manage the day.
How does that sound to you?
Service Advisors are freed up, and can focus on the customer. All recommended actions by the tech are on the estimate now. You can measure and correct tech and service advisor behavior. Pencil whipping, over recommedning, time on the vehicle, tech efficiency and productivity, shop proficiency, anything you want really, since you are digital now.
One of our franchise clients just send this over to me
Sound to good to be true?
Ask SmartFlow users in your area or us.