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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
Understand the financial benefits of effective training for Service Advisors and Customer Service Reps and the importance of networking and collaboration. November 9 - 10, 2024 in Detroit/Novi, MI Learn more at serviceadvisortraining.com
Leigh Anne Best, Might Auto Pro, Medina, OH, trainer and co-founder of Brakes for Breasts Bill Hill, Might Auto Pro, Medina, OH, trainer and coach Maverick Shop Owners Laura Frank, former shop owner, trainer and co-founder of Brakes for Breasts Gerry Frank, former shop owner, trainer and coach for Maverick Shop Owners
Show Notes
Importance of Owner Participation (00:03:00) Carm emphasizes the need for shop owners to participate in training alongside their customer service representatives. Networking Benefits (00:04:22) The significance of networking among attendees at the training event for shared learning experiences. Experience of the Trainers (00:05:34) Highlighting the extensive experience of the trainers and their practical knowledge in customer service. Financial Implications of Training (00:06:04) Discussion on the financial benefits of effective customer service and training for shop owners. Technician to Service Advisor Success Story (00:09:01) Bill shares a success story of a technician who transitioned to a service advisor role and excelled. Transparency in Business Practices (00:12:00) Jerry talks about the importance of transparency and ethical practices in customer service. Hiring for Customer Service (00:14:20) Discussion on effective hiring practices for customer service representatives based on personality traits. Upcoming Live Training Event (00:16:34) Announcement of the live service advisor training event scheduled for November 9th and 10th in Detroit. Building Customer Relationships (00:20:22) Emphasizes the importance of educating customers about their vehicle issues for better service. Importance of Follow-up (00:21:20) Highlights the significance of following up with customers to encourage repeat visits. Training for All Staff (00:21:51) Stresses that training should include anyone who interacts with customers, not just CSRs. Tracking Phone Call Success (00:22:31) Discusses the importance of tracking opportunity calls to measure conversion rates effectively. Utilizing Technology for Improvement (00:23:33) Mentions the benefits of using technology to analyze customer interactions and improve service. Identifying Underlying Problems (00:24:52) Explores how phone answering issues can be mistaken for marketing problems. Adapting to Change in Business (00:26:06) Encourages business owners to evolve with industry changes and invest in staff training. Challenges in Leadership (00:27:19) Discusses difficulties in communicating effectively with staff and the importance of peer learning.The Value of Training (00:31:53) Argues that investing in training can sustain or even improve business revenue. Setting Staff Up for Success (00:33:27) Emphasizes the responsibility of leaders to properly train staff for their roles. Motivation for Collaboration (00:34:23) Explains the drive behind the coaches to organize training sessions for struggling clients. Helping Others Succeed (00:35:50) Emphasis on the joy of witnessing others' success and mentorship in the industry. Overcoming Training Paralysis (00:36:27) Addressing confusion in training and providing guidance to help shop owners move forward. Value of Training (00:41:49) Discussion on the impact of trained salespeople on business success and owner satisfaction.
-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
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partners, Shop Boss, and 360 Payments In this episode of For the Record, Maylan Newton tackles the pressing issue of the technician shortage in the automotive industry. Maylan emphasizes the importance of proactive involvement from shop owners and industry representatives in engaging with educational institutions and students. He highlights the need for better representation at vocational events and the necessity of running businesses that attract and retain skilled technicians. Maylan urges the industry to work together to create an inviting career path for the next generation. Maylan Newton, ESI- Educational Seminars Institute. Maylan’s previous Episodes HERE Show Notes
Hiring Challenges in the Industry (00:00:30) Maylan discusses the full-time nature of hiring and the industry's struggles to attract technicians. Skills USA Event Insights (00:01:02) Maylan shares his experience at a Skills USA event, highlighting the lack of automotive representation. Engaging Young People (00:02:19) He emphasizes the need for the automotive industry to inform youth about career paths available. Personal Outreach to Schools (00:03:24) Maylan recounts his efforts speaking at high schools to promote automotive careers. Importance of Industry Visibility (00:05:25) Maylan urges industry members to actively engage with schools and promote career opportunities. Attracting and Retaining Technicians (00:06:17) He stresses the need for fair treatment and compensation for new technicians entering the field. Talent Acquisition Efforts (00:08:01) Maylan highlights the proactive approach of other industries in recruiting young talent. Call to Action for Shop Owners (00:09:38) He challenges shop owners to commit to engaging with local schools and vocational programs. Quotes for Inspiration (00:10:35) Mahlon shares motivational quotes to encourage industry involvement and improvement.
Thanks to our Partners, Shop Boss and 360 Payments Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net 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 The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Craig Noel recounts his near-death experience from multiple blood clots in his lungs and how it profoundly affected his perspective on life, family, and business. This life-altering event led Craig to reevaluate his priorities, emphasizing the importance of relationships and intentional living. Craig shares how his absence from work revealed the strength of his team and the culture he built. The discussion covers overcoming the "I can't" mentality, establishing accountability, and planning for unforeseen circumstances. Craig's story inspires listeners to cherish relationships, embrace change, and focus on what truly matters in life. Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE Show Notes
Craig's Near-Death Experience (00:01:13) Craig shares his story of a near-death experience caused by multiple blood clots in his lungs. Understanding the Health Crisis (00:02:12) Craig explains his symptoms leading to hospitalization and the discovery of the blood clots. Reflection on Life Changes (00:05:34) Craig reflects on how his near-death experience shifted his perspective on relationships and life priorities. The Importance of Relationships (00:07:17) Craig emphasizes the need to value relationships and communicate feelings intentionally. Reconnecting with Old Friends (00:08:29) Carm shares a personal story about reconnecting with an old friend, highlighting the importance of maintaining connections. Intentional Communication (00:09:41) Craig discusses the impact of intentionally reaching out to influential people in one's life. Material vs. Emotional Fulfillment (00:10:25) Craig contemplates the balance between material possessions and the importance of relationships. Living Without Distractions (00:12:00) Craig suggests leaving phones at home during family outings to foster better connections. The Impact of Technology on Relationships (00:12:25) Carm reflects on how technology affects family interactions and the need for personal discipline. Planning for Meaningful Experiences (00:13:14) Craig encourages planning meaningful experiences and spending time with loved ones. Business Continuity Discussion (00:15:42) Carm discusses the importance of planning for business continuity in case of unexpected events. Leadership and Team Discussions (00:16:49) Craig emphasizes the value of discussing business operations and leadership with team members. The importance of presence (00:17:04) Craig discusses the significance of being present and the impact of leadership on team culture. Reassessing leadership roles (00:17:41) Craig reflects on his need to be present and the realization that his team can thrive independently. Employee accountability (00:19:26) Discussion on implementing employee diaries to enhance accountability and track conversations. Introduction of 'Way We Do' software (00:20:11) Craig explains how this software helps manage SOPs and employee manuals effectively. The value of modifying processes (00:22:05) Emphasis on customizing borrowed ideas to fit your unique business culture for better results. Planning for unexpected events (00:23:05) Carm shares insights on having contingency plans, referencing a previous episode about preparedness. Updating legal documents (00:24:40) Craig talks about the importance of updating wills and trusts to ensure business continuity. Collaboration with professionals (00:25:27) Advice on involving various professionals to create a comprehensive support system for business planning. The importance of perspective (00:26:36) Craig shares personal insights on enjoying life and not feeling the need to prove oneself. Encouraging accountability (00:27:36) Carm suggests involving close individuals to hold each other accountable for life planning decisions. Impact on employees' lives (00:29:05) Craig reflects on how he can positively influence his employees' futures through thoughtful planning. Final thoughts on preparedness (00:30:04) Carm and Craig conclude with reflections on the need for proactive planning and emotional resilience.
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
Click to go to the Podcast on Remarkable Results Radio
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By DUFRESNES
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