Notes From The Underground: Freedom Begins With Breaking The Mental Chains!
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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 carmcapriotto
'Our shop managers, our shop owners, they don't know what they have, and because they don't know what they have, they don't know how to use it to the fullest extent.' This episode is packed with valuable advice for shop owners who want to maximize their Shop Management System and ensure their business runs seamlessly and profitably. Learn More About: Maximizing Your SMS: Many shop owners underutilize their SMS, treating it merely as an invoicing tool. Inventory Control: Effective inventory management is crucial. Discover how simple tweaks can save you money and improve service efficiency. Labor Matrix: Track and analyze labor efficiency with ease. Implement strategies that can lead to increased profitability. Recommended Services: Tap into the maintenance market. Present recommended services effectively. Don't miss this engaging and informative discussion! Jon Luttrell and Ben Dexter, NAPA TRACS Show Notes
A Better Road to Success: Navigating Your SMS and Customer Rapport [RR 945]: https://remarkableresults.biz/remarkable-results-radio-podcast/e945/ Common Issues with SMS (00:02:05) Widespread issues among shop owners regarding their lack of knowledge about shop management systems. Understanding Labor Matrix (00:02:30) The importance of understanding and utilizing the labor matrix feature in SMS. Realization of SMS Capabilities (00:03:17) Ben describes the moment when shop owners realize SMS can influence profitability beyond invoicing. Owner's Role in Learning SMS (00:05:15) Discussion on the necessity for shop owners to be knowledgeable about their SMS and not delegate responsibility. Absentee Ownership Challenges (00:06:25) The dangers of absentee ownership in effectively managing shop systems and ensuring accountability. In-Person Training Benefits (00:11:54) Ben highlights the advantages of in-person training for accommodating different learning styles. Key Features of NAPA TRACS (00:12:28) Ben discusses top features of NAPA TRACS that excite shop owners, including inventory control and labor matrices. Inventory Control Insights (00:13:25) Ben emphasizes the significance of proper inventory management in enhancing shop profitability. Proactive Inventory Management (00:16:02) Discussion on the importance of maintaining appropriate inventory levels based on market demand. Client Service Rep's Role (00:16:43) Jon discusses the value of having a knowledgeable client service representative to assist with inventory management. Choosing the Right SMS (00:18:58) Emphasizes the need for local representation in selecting and customizing shop management systems. Reflecting on 2023 (00:20:05) Encourages shop owners to assess their previous year and consider changes for improvement. Profitability and Productivity (00:21:12) Explores the relationship between profitability and productivity in shop management systems. Understanding Pricing and Labor (00:22:06) Discusses the importance of pricing strategies for parts and labor to increase shop profitability. Utilizing Parts Matrix (00:23:30) Introduction of parts matrix profiles to simplify pricing. Reporting and Accountability (00:25:01) Highlights the importance of reporting tools for tracking productivity and sales performance. Dashboards for Quick Insights (00:26:45) Describes the use of dashboards to visualize performance metrics and accountability. The Role of a Profit Coach (00:27:57) Stresses the necessity of having a profit coach for business accountability and growth. Templates for SMS (00:29:09) Discussion on the availability of templates for parts and labor to aid new users. User Control Over Features (00:30:57) Explains user flexibility in activating or deactivating features in the shop management system. Human Element in Pricing (00:32:02) Discusses balancing scientific pricing with human judgment in service pricing. Recommended Services (00:32:59) Focuses on effectively communicating recommended services to customers. Maintenance Awareness (00:35:41) Encourages understanding the necessity of regular maintenance for vehicle reliability and safety. Embracing SMS Tools (00:36:33) Concludes with the importance of actively using shop management systems for business success. The Importance of User Feedback (00:36:53) Discussion on how passionate users have guided the development of the application. Maximizing System Utilization (00:37:27) Encouragement for shop owners to explore and fully utilize their shop management systems. Commitment to Training (00:37:53) Emphasis on knowing the SMS for effective shop management. Acknowledgment of Sponsorship (00:38:18) Thanks to NAPA TRACS for sponsoring the podcast at an upcoming training event in North Carolina. ASTA EXPO: https://astaexpo.com/aste-classes/
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: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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: 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 -Special episode collections: https://remarkableresults.biz/collections
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By Joe Marconi
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By carmcapriotto
Join Brian Walker in this thought-provoking episode of the Auto Repair Marketing Podcast as he delves into the controversial philosophy of "just say yes" in the auto repair industry.
Brian explores how this approach can influence your marketing efforts, customer service, and overall shop success.
He shares real-life examples of missed opportunities, highlighting the importance of proper service advisor training and the need to always look for ways to turn a "no" into a positive response.
Tune in to gain valuable insights on optimizing your shop's phone interactions and maximizing your marketing investments.
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)
Episode 106: shopmarketingpros.com/106
Empower Your Advisor : https://empoweryouradvisor.com/
Episode 2: Brian's Euro shop : https://shopmarketingpros.com/kim-and-brian-tell-their-story/
Episode 45: phone skills with Cecil Bullard:
https://shopmarketingpros.com/ep-45-phone-skills-amplify-your-marketing-with-cecil-bullard/
Show Notes with Timestamps
Introduction to "Just Say Yes" (00:00:10) Brian introduces the concept of "just say yes" in auto repair marketing. Philosophy Overview (00:01:18) Discussion on the philosophy of getting cars into shops, regardless of capacity or customer interest. The Divide in the Industry (00:02:12) Explains the polarizing nature of the "just say yes" philosophy among auto repair shops. Marketer's Perspective (00:02:12) Brian shares his insights as a marketer and the importance of customer engagement. Stressful Nature of Service Advisor Role (00:03:13) Highlights the stress faced by service advisors and its impact on customer interactions. Service Advisor Training Importance (00:04:20) Discusses the necessity of proper training for service advisors to improve customer retention. Examples of Missed Opportunities (00:05:17) Shares anecdotes illustrating how service advisors discourage potential customers. Case Study: Diesel Engine Inquiry (00:06:22) Describes a call where a service advisor prematurely dismissed a customer’s request. Flat Tire Assistance Example (00:07:24) Discusses a missed opportunity to create customer loyalty through service. Air Conditioning Inquiry Mismanagement (00:08:23) Highlights a situation where a service advisor refused service based on engine type. Timing Belt Refusal (00:09:24) Details a call where a service advisor rejected a customer based on vehicle age. RepairPal Sponsorship Mention (00:10:19) Introduces RepairPal as a resource for connecting shops with new customers. Frustration with Service Advisors (00:11:25) Expresses frustration over service advisors frequently telling potential customers "no." Misunderstanding Customer Needs (00:12:17) Discusses the importance of understanding customer queries beyond their initial questions. Radiator Inquiry Example (00:13:16) Describes a call where a service advisor failed to explore the customer's actual needs. Exhaust Repair Refusal (00:14:12) Shares an example of a service advisor not offering solutions for exhaust repairs. Training for Service Advisors (00:15:12) Importance of service advisor training and understanding good phone skills for effective customer engagement. Turning No into Yes Examples (00:16:23) Brian shares practical examples of converting customer inquiries from no to yes during phone interactions. The Philosophy of Saying Yes (00:17:23) Discussion on the positive implications of saying yes, while maintaining integrity and customer trust. Value of Marketing with Yes (00:18:23) Emphasizing that looking for ways to say yes enhances marketing effectiveness and customer satisfaction. Closing Remarks and Thank You (00:19:08) Brian thanks listeners and sponsors, encouraging engagement with the podcast and its content.
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 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
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By carmcapriotto
Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Wayne Colonna discusses the critical need for specialized transmission training, the increasing demand for remanufactured transmissions, and the technical intricacies of modern transmission diagnostics and repairs. The conversation also highlights the challenges of attracting young talent to the field and the importance of awareness about new technologies and industry changes. Wayne Colonna, President, ATSG and ETE Reman Company. Show Notes
Transmission Training and Awareness (00:01:54) Discussion about the need for transmission training, awareness, and the challenges and changes in the transmission industry. Technical Complexities of Modern Transmissions (00:02:49) Insights into the technical complexities involved in diagnosing and repairing modern transmissions, including the impact of various factors on transmission function. Challenges of Transmission Diagnostics (00:12:26) The detective work and critical thinking required for effective transmission diagnostics, including examples of changes in transmission technology. Demand for Transmission Specialists (00:15:57) Discussion on the need for more transmission specialists in the industry and the challenges in attracting young people to the transmission business. Complexities of Modern Transmissions (00:23:11) Exploration of the technical complexities of modern transmissions, including the challenges in diagnosing and repairing them. Technical Challenges in Transmission Repair (00:23:52) Insights into the unique features and challenges of specific transmission models, such as the Jeep nine-speed transmission. GM's Tune PWN Programming (00:26:02) Explanation of GM's unique transmission programming system and the complexities involved in reprogramming transmissions. Challenges with 10-Speed Transmissions (00:29:42) Discussion of programming challenges and the impact of diesel system modifications on 10-speed transmissions. Profitability and Parts Availability in Transmission Shops (00:32:26) Insights into the profitability and operational challenges of transmission shops, including the impact of parts availability on shop efficiency. Innovative Design in GM's 8L90 Transmission (00:33:53) Explanation of the innovative binary pump and its challenges in priming and sealing, specifically in GM's 8L90 transmission. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR 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/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.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 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
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