Seven ways to lose a customer
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By Joe Marconi in Joe's Blog5 commentsI recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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By carmcapriotto
Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network By leveraging tools like digital vehicle inspections (DVI) and customer relationship management (CRM) systems, businesses can significantly improve their operations and customer experience. These integrations allow for a more streamlined process, from diagnosing vehicle issues to maintaining consistent communication with clients. Ben Dexter, National Training Manager, NAPA TRACS Show Notes
Ben's journey in the automotive industry (00:00:55) Ben's progression from service writer to National Training Manager and his experience in the automotive industry. Importance of shop management systems (00:02:04) The critical role of shop management systems in the automotive repair industry and the support provided by NAPA TRACS. Value of training (00:03:21) The significance of investing in training and the impact of leadership participation in training programs. Building customer rapport (00:11:22) Ben's approach to building customer rapport and the importance of effective communication and attention to customer needs. Significance of scheduling (00:13:12) The shift from reactive scheduling to a coordinated approach, addressing the issues of timely and accurate repairs through effective scheduling. The power of software integrations (00:15:37) The commitment to utilizing shop management software and the potential of integrations with other tools like DVI and CRM for business growth. Utilizing shop management systems (00:19:08) Encouraging the use of shop management systems and the availability of resources for business advancement. Role of technology in DVI (00:20:42) Discussion on the coordinated effort required for effective Digital Vehicle Inspections (DVI) and the benefits of real-time communication. Challenges in utilizing software (00:22:32) Exploring the reasons behind the underutilization of software tools and the need for effective leadership and training. Importance of testing and measuring (00:25:13) Highlighting the significance of testing and measuring business performance for improvement and growth. Communication and customer service (00:28:27) Emphasizing the importance of effective communication with customers to prevent unexpected breakdowns and enhance customer satisfaction. Impact of scheduling on service advisors (00:30:07) Discussing the influence of scheduling on service advisors' decision-making and the need for consistent customer recommendations. Rethinking business analysis (00:32:47) Encouraging a reevaluation of business statistics and reports to identify missed opportunities and improve overall business strategies. Morning Meetings and Reporting (00:33:21) Discussion on the importance of morning meetings, sales reporting by service writer, and constructive performance discussions. Maximizing Existing Resources (00:34:55) Emphasizing the significance of making the most of existing resources before seeking more car count. Linear Quantity Opportunities (00:36:32) Exploration of the linear quantity opportunities in parts matrix, addressing traditional matrix problems and opportunities for improvement. Commitment to Lifelong Learning (00:38:54) Highlighting the importance of lifelong learning for success in shop management and overall strategy. 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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By nptrb
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By carmcapriotto
In this episode, we dive deep into the world of mortgages with Pat McCormick, a seasoned expert from McCormick Mortgage Services.
As we explore the complexities of the current mortgage landscape, including fluctuating interest rates and the outlook for future homebuyers, Pat offers invaluable insights that could impact everyone from first-time buyers to seasoned investors.
Whether you're contemplating a new home purchase or seeking strategies to navigate the mortgage market, this discussion sheds light on the most pressing questions in today's economic climate.
• Understanding Interest Rates: Pat shares his perspective on the recent surge in mortgage rates, the factors influencing these changes, and what it means for the average homebuyer. Despite the challenges, there's a silver lining as rates begin to show signs of improvement, potentially signaling a more favorable buying season ahead.
• Strategies for Homebuyers: With many potential buyers on the sidelines due to uncertainty in the market, Pat emphasizes the importance of strategic planning. He discusses the impact of the Federal Reserve's decisions on mortgage rates and offers advice for those looking to navigate the current environment.
• The Future of Mortgage Rates: Delving into the complexities of how mortgage rates are determined, Pat explains the relationship between Federal Reserve actions and the mortgage market. He provides predictions on rate movements and strategies for buyers to consider in anticipation of future rate cuts.
• Advice for Self-Employed Borrowers: Recognizing the unique challenges faced by self-employed individuals in securing mortgages, Pat offers targeted advice to improve eligibility and optimize financial profiles for loan approval.
https://mccormickmortgageservices.com/
[email protected]
410-935-4326
Thanks to our partners, NAPA TRACS and Promotive
Did you know that NAPA TRACS has onsite training plus six days a week support?
It all starts when a local representative meets with you to learn about your business and how you run it. After all, it's your shop, so it's your choice.
Let us prove to you that Tracs is the single best shop management system in the business. Find NAPA TRACS on the Web at NAPATRACS.com
It’s time to hire a superstar for your business; what a grind you have in front of you. Great news, you don’t have to go it alone. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.
Paar Melis and Associates – Accountants Specializing in Automotive Repair
Visit us Online: www.paarmelis.com
Email Hunt: [email protected]
Get a copy of my Book: Download Here
Aftermarket Radio Network
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By Joe Marconi
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By carmcapriotto
Danielle Vila discusses the importance of customer service in the industry and shares her strategies for quality control, the benefits of a reliable shop management system, and the significance of standing behind services and parts. The conversation also covers unique marketing strategies, the value of maintenance, community involvement, and the impact of these on business growth and customer trust. Danielle Vila, Red Rock Repair, Las Vegas, NV. Danielle's previous episodes HERE Show Notes
Selling Premium Work at the Shop (00:05:45) Exploration of how Red Rock Repair sells their premium work by building value and emphasizing customer service, with reference to a study on anxiety-inducing consumer experiences in automotive repair. The Importance of Customer Service (00:07:05) The significance of customer service in the automotive industry, including the role of the service advisor in building trust, explaining costs, and meeting customer expectations. The importance of customer experience (00:08:06) Discussion on the growing trend of customer experience and the role of a client experience officer in a company. Attention to detail in customer service (00:09:18) Importance of small nuances in customer service, such as offering different beverage options and ensuring a clean and well-maintained vehicle. Elevating services and competing with other shops (00:12:21) Challenges faced by small businesses including increasing labor rates, attracting good technicians, and elevating the overall customer experience. The importance of warranty and standing behind services (00:17:46) Discussion about the significance of offering warranty on services and parts, and the negative impact of not standing behind them. The success of a shop with a lifetime warranty (00:19:03) Exploration of a shop that offers a lifetime warranty and how it contributes to their success and customer focus. Hiring for attitude and culture fit (00:22:09) The importance of hiring employees with the right attitude and energy to fit into the shop's culture, and how it affects the overall atmosphere and success of the business. The CRM engine (00:25:37) Discussion on the importance of CRM in marketing and customer retention in the automotive repair industry. The toothbrush metaphor (00:26:33) Exploration of the idea of using toothbrushes as a metaphor to encourage customers to prioritize maintenance and preventive services. Community involvement (00:30:14) Plans to implement programs such as food drives and donations for local shelters to make a positive impact on the community. Supporting the local food bank (00:31:56) Conversation about the best time to support the local food bank, focusing on the needs during the summer months when children are home and may not have access to food. Thanks to our Partners, AAPEX and NAPA TRACS 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/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -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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