Quantcast
Jump to content

Times are a changing?


Recommended Posts

Seems like lately we have been working out a lot of estimates without getting the job. Sometimes i feel like were wasting a lot of time to sit down and work these out.

Are we getting to detailed when doing this? I have learned to try and secure a appointment before giving a estimate, but that does not seem to work either. I'm not looking to land all the Customer's that call, but some would be nice!! More and more we are seeing people want to supply their own parts. In the past we never did this. Is it time to start thinking about changing how a CSP (customer supplied part) job is handled?

 

Looking for any thoughts

Thanks Jim Quinn

Link to comment
Share on other sites



We simply do not do customer supplied parts. It never seems to work out. Customer has the wrong part when you have it torn apart. If that part fails who looks like the bad guy? My business model is setup to achieve a certain profit percentage every year. My business model also dictates what I need to sell my labor for, my parts, etc. Advance, O'Reillys, Autozone, etc have been around a long time. The times will only change when shops continue to allow customers to bring their own parts. I simply do not understand why people worry about that so much. What in the world do you buy that isn't marked up! If you are looking for customers who are solely looking for price, it looks like you found them. I'll continue to work with customers who are looking for great service.

 

To the OP, we stopped doing estimates over the phone. We simply ask when they would like to bring the car in for us to take a look at it. I can't diagnose the car over the phone and I certainly want to make my own inquiry in to what the vehicle needs.

 

Had a guy call today asking for a price to fix his driver's rear window on a 2001 Pontiac Bonneville. I asked when he would like to bring it in. His response was "I'm just looking for a price to fix the window". I explained to him that I cannot possibly give him an estimate if I don't know what's wrong with the car. "Well the window won't roll up or down" I understand that sir but is it a wiring issue, did the switch go bad, is the regulator broken, or did the motor go out? His answer, I don't know. Well I don't know either, that's why I need to see your car and diagnose what the issue is. To the point, this person was calling around asking for prices and seeing who was the cheapest. The cheap customer is not YOUR ideal customer. Your ideal customer is someone who calls saying my window wont roll up or down. When could you guys take a look at it? I use to take all of the price shoppers. I simply don't do it now and my business in a much better place because of it. My price is my price, I DO charge for diagnostics. I didn't build it, buy it or break it. I simply service it.

 

Next time they ask if they can get an estimate. Sure! When would you like to bring it in? Cut down on our estimate making, not our sales. You spend 90% of your time with your worst customers and 10% with your best.....

 

Just my thoughts gentlemen and woman, take it or leave it.

  • Like 2
Link to comment
Share on other sites

We have the same problem at our shop. Have our phone shoppers keeping us busy all day with estimates. We also have several customers insisting on bringing in their own parts, and yet they still cry about the labor price.

 

We are thinking of adding a page to our website for estimates. When customer calls, we ask that they go online and fill out the estimate request form. I feel as of though this will set apart true customers and those who only care about the price. Taking an extra minute or two to will out a form is nothing compared to having the customer hold on the phone, keeping your lines busy, and even your staff during rush hours.

 

Any thoughts or opinions regarding this approach? Or has anyone used this idea, if so what were the results?

Link to comment
Share on other sites

Markets vary and what works great for some may not be so hot for others.
I've met some shop owners in highly populated areas where they believe there is no such thing as customer loyalty and they hammer everyone.

The demographics of your surrounding area may be low / fixed income and they need their vehicles for shopping, doctor & pharmacy visits, etc...
Is it fair to hammer or ostracize them?

Yes it's nice to work with first class customers and wouldn't the world be a perfect place if that is all that walked through our doors.
However; I have a diverse mixture from the poverty-stricken to the wealthiest in my area.

Times are changing indeed. They are getting tougher for us because they are getting tougher for our customers and a good deal of these customers are hurting financially.

So who is going to take care of them if we've all focused on only attracting the 10%?

I accept and work with anyone because I know that a great number of people need reliable transportation to survive and many of my customers can barely make ends meet if at all because a spouse became ill or whatever the reason. I know my customers personally and I care about all of them.
This is the business I have built and word of mouth from every station travels the ranks good or bad.

I have and will continue to work well past closing if a customer really needs their car for work and the job ran into overtime.
My customers always come first no matter how much money they may or may not have.
Remember my demographics... I have them all as 'loyal' customers because I am loyal to them and treat them all as people, not numbers.

When we start looking to shove our less fortunate customers out the door with ridiculous policies we are contributing to the problem and ultimately shooting ourselves in the foot.
Why did DIY parts stores become so popular?
Why are our 'Vendors' following suit?

A: Because there are too many shops screwing -or- ostracizing people with ridiculous policies and these people Need their cars repaired so someone is either going to do it themselves or call Bubba Stump.

Why is there only One parts jobber in my state that has the gumption to only sell wholesale to the trade?
Naturally this is my primary vendor of choice, but when they do not have something...

It sure annoys the hell out of me to have to wait on hold while the counter jockeys at any given 'pro' parts store finish with all of those 'price shopping' customers and their shade tree mechanics before I can find out if they have something that is not in their integrated parts catalog that only works by vehicle application in stock.

Do You see where I'm going with this?

Love them all, great and small...
Let them bring their own parts and charge one price, but if it fails charge them twice.
Sure they will call shopping around, but only fools will turn them down.
For every part that walks in the door, dollars will follow as labor abounds.
It's when their cheap crap fails that lessons prevail and you'll be happier for not losing the sale.
By word of mouth you will soon be swimming in a business that has no limits, not even for the poor.

May God bless you all.

Edited by rjbradlow
Link to comment
Share on other sites

http://workshop.search-autoparts.com/_Cust-Supplied-Parts-Liability-AGAIN/blog/6565245/31710.html?cid=95914

 

Article about customer supplied parts and your liability for them. Just came in my email today from MotorAge magazine. It's just not worth it.

 

And where are these parts coming from?

 

Whether your customer brings you somthing from discount auto or you buy it from 'pro vendor' ... they both are carrying cheap crap made in China.

And who are the top suppliers to all of these chains?

 

You see boys, all of these parts are coming from the same people and are being rebranded. i.e. Re-Boxed

 

If you want to make sure you are not going to be sued then buy the same chinese part in a different box and hang your hat on it.

 

Make your customers bring you receipts for the parts they bought and copy them showing part name, line code, vendor etc. Make customer sign the copy with a staement that they brought the part in from a reputable auto parts store... You know... The same freaking stores You are buying the Same parts from.

 

You the professional shoud be able to recognise the brand name and if Monkey Joe's Auto Parts will sell you both the same part at the same price... They are liable not you.

Show me the parts that are still Made here in the USA.... Not Assembled in the USA!

Show me something that I can buy cheaper than my customer can -- AND -- is made better.

 

WTF

Link to comment
Share on other sites

That's great and all but a:I have a family to feed and b:I have a family that I desire to spend every minute possible with.

Work can't consume you're entire life.

Lastly, take it from someone who's almost helped so many people, he almost helped myself out of business - you might genuinely find 1-2 people a month that really need help, but there are hordes of folks who have learned the art of manipulation, maybe even communicate amongst one another to take advantage of those willing to help. Help those who truly need it but remember a good bit of those who come in needing help, might not need it but want it.

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Link to comment
Share on other sites

Thank you Jeff and I agree with you ncautoshop... I too have family I like to spend time with and those late night jobs are few and far between. I cannot be all things to all people but I do weed out the bad / abusive customers. A little common sense goes a long way. The moral of my story is that many shops are throwing away business and are contributing to the DIY / BYOP problem. These customers eventually learn after having to pay me to perform the same job several times and then give up on buying their own parts. Meanwhile I've made a profit each time while training them instead of arguing the difference in parts (when there is a difference), let them experience it first hand. Their wallet is often the best teacher... Especially when they are buying the absolute cheapest electrical parts.

--------------------------------- However ....

Some DIY / Bring your own parts customers are pretty resourceful; I had a 2008 Dodge R2500HD Turbo Cummins come in with AC failure and a bunch of codes (some customer generated)...

The clutch coil failed and upon calling around to the dealer, Cold Air Distributors, Bennett, NAPA, CarQuest, et al. I was told each and every time that the clutch/coil assembly was Not available separately and only came with the compressor. So I gave him an estimate for the whole shebang explaining that it was not available w/o the compressor.

He did not accept this answer and said he would get back to me... Sure enough he found a supplier (Air Parts, Inc. in Ocala, FL) that does in fact sell the clutch assembly by itself.

He ordered the part and then dropped everything off including the receipt.

This is a 'wealthy cheap guy' that had I refused as a customer I would not have learned of a new AC parts supplier.

Sure I'm not making money on this part, but I am on others and labor and I've added to my vendor list in the process.

Edited by rjbradlow
  • Like 1
Link to comment
Share on other sites

Thank you Jeff and I agree with you ncautoshop... I too have family I like to spend time with and those late night jobs are few and far between. I cannot be all things to all people but I do weed out the bad / abusive customers. A little common sense goes a long way. The moral of my story is that many shops are throwing away business and are contributing to the DIY / BYOP problem. These customers eventually learn after having to pay me to perform the same job several times and then give up on buying their own parts. Meanwhile I've made a profit each time while training them instead of arguing the difference in parts (when there is a difference), let them experience it first hand. Their wallet is often the best teacher... Especially when they are buying the absolute cheapest electrical parts.

 

--------------------------------- However ....

 

Some DIY / Bring your own parts customers are pretty resourceful; I had a 2008 Dodge R2500HD Turbo Cummins come in with AC failure and a bunch of codes (some customer generated)...

 

The clutch coil failed and upon calling around to the dealer, Cold Air Distributors, Bennett, NAPA, CarQuest, et al. I was told each and every time that the clutch/coil assembly was Not available separately and only came with the compressor. So I gave him an estimate for the whole shebang explaining that it was not available w/o the compressor.

 

He did not accept this answer and said he would get back to me... Sure enough he found a supplier (Air Parts, Inc. in Ocala, FL) that does in fact sell the clutch assembly by itself.

He ordered the part and then dropped everything off including the receipt.

 

This is a 'wealthy cheap guy' that had I refused as a customer I would not have learned of a new AC parts supplier.

 

Sure I'm not making money on this part, but I am on others and labor and I've added to my vendor list in the process.

Agreed completely.

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Link to comment
Share on other sites

I help plenty of people out at my shop. Just last Saturday I had a kid in with a blown brake line. I know him and his family from TKD and I know he doesn't have a lot of money to spend. Did the job for half what I normally charge, and after he saw his rear brakes just hit metal, dug through the pile of brake pads and found a set with half a pad left and stuck them in for him so he could get home and fix the brakes himself.

 

But my experience with customer supplied parts is not good. Last month a guy brought an Audi A4 in for front brakes, and he says parts are in the back. Great. So I do the job and charge normal rate, but I also find upper control arms, tie rod ends, rear wheel bearings, and CV's are all shot, I mean bad, you could rock each wheel an inch. So we schedule the worst of it, 5 hours, of course he says he get the parts. Day comes and he calls 30 minutes after his appointment time, can't make it. Ok crap happens and I had other work I could get in. He reschedules for the next week, day comes and he never shows, doesn't answer his phone and I've not heard from him since. That day I didn't have anything substantial to bring in and only one other appointment, cost me 5 billable hours.

 

This week I had a guy who wanted front brakes on his car, says he'll get the parts. I quoted him labor,which was $30 more than if I supplied parts and he agreed and scheduled the work. Today he called and cancelled. Guess he found someplace cheaper, even though I was highly recommended by two different parts stores and a buddy of his.

 

These are just a couple. In general I have not had good experiences with those who want to bring parts. I try, but they end up hosing me in the end. And it's not like these guys can't afford to pay for the work, it's just that their attitude is nobody's going to make money off them. I'm seriously considering adopting a rule not to install customer supplied parts, and reading the above article leans me even more that way.

  • Like 1
Link to comment
Share on other sites

It seems as if not accepting customer supplied parts makes you a bad guy. It doesn't, there are legal implications of doing this. I am simply posting this information to keep fellow shop owners up to date. If we don't help each other who will? I refuse to allow someone who wouldn't pay my normal everyday price to come back and sue me, take my hard work and flush it down the drain. Simply comes down to protecting yourself, your family, your interests. We have all worked way too hard for someone to come along and take it all away. Not every job is one you want to take.

 

Why do people buy furniture? Its marked up more than automotive parts are. Anyone had to buy popcorn at a movie theatre? What, you didn't bring your own and ask them to pop it for you? There's no difference. Everything we buy is marked up.

 

http://www.mangomoney.com/blog/wp-content/uploads/2011/06/markups.jpg

Link to comment
Share on other sites

With me, again; Customer supplied parts are few and far between and I only make exceptions for customers I know under special circumstances.

(Nothing critical like in the fear mongering article above.) -- Again common sense dictates here.

If we must have a No BYOP policy, make it a No critical parts policy.

Brakes, steering, suspension, SRS, etc.

 

Typically with the ones who are looking for a good deal; I buy parts for less than they can and sell them right at or just below our favorite consumer store's prices and still turn a profit.

Joe blow off the street whom I've never met is another story. (Some training required)

Most end up returning their parts after a brief conversation where I sell the repair with my parts, others require wallet training.

The ones who refuse common sense logic are those special kind of stupid people I don't want as customers anyhow and these are the ones who may never learn anything.

 

And then there are those super 'Special' circumstances...

I have one customer I know very well from church and that his family is really struggling. Health / medical bills, etc...

When I first met him he was all about buying his own parts and I weened him off of the notion fairly quickly about 2 years ago.

Until recently; I know he's been out of work for a spell. He is starting a new job and we all know that when a family or person is living paycheck to paycheck things can get real ugly in a hurry.

So in this instance his AC has not worked for quite some time and his window switch just failed. -- rut row raggy

I searched for the lowest price which ended up being Rock Auto (No surprise) and had him order the switch directly then I installed it for free.

It's the little things that go a long way. "A loyal customer for life." - I hear this a lot.

 

I agree that many people who bring their own can be problematic. This is why I counsel them up front and sell them on the back side.

If we look at the numbers; How many BYOP customers do we see in a month or year? For me... Not many. But when I do, I win them over provided they are not bad apples.

Sometimes we have to compete with the consumer parts stores and it's really not that hard or bad for us to do. After all, Labor is 100%.

Even if it means only making a dollar on a part - So be it if we win a good customer in the process.

 

The numbers don't lie and I didn't build a customer base full of cheapskates... so I'm not 'helping myself out of business'.

As we all know; there are plenty of regular customers where a healthy markup is just fine and dandy and they are the majority.

 

And when one of our loyal customers falls on bad times...

Hey ... Fair is fair and it all washes out in the end.

You make a huge difference in their lives by being honest, flexible & fair.

They make a difference in yours when they rave about you to others.

 

...

Final thought:

As far as Phone Estimates go; ATS Automotive is spot on...

Next time they ask if they can get an estimate. Sure! When would you like to bring it in? Cut down on our estimate making, not ... sales.

 

Edited by rjbradlow
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      It 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.
  • Similar Topics

    • By carmcapriotto
      Do you believe that every shop has a culture, whether intentional or not? Discover how to define your desired culture and lean into empowering leadership and personal development. This episode is packed with actionable insights and real-life stories to help you transform your shop’s culture from the ground up. Whether you’re struggling with high turnover or just want to create a more positive work environment, this discussion has something for everyone. Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Maryann, Small Biz Vantage. Maryann’s previous episodes HERE. Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE. [email protected] Show Notes
      Rick White on Culture (00:04:55) Rick White challenges the idea of "no culture," emphasizing intentional versus unintentional culture. Maryann Croce on Defining Culture (00:06:59) Maryann Croce discusses the importance of defining desired culture for employee engagement and customer perception. Discussion on Culture's Impact (00:11:53) The panel discusses how culture affects profitability, sustainability, and enjoyment in the workplace. Unethical Practices and Culture (00:12:44) Carm emphasizes the connection between poor culture and unethical practices within a business. Personal Development (00:14:09) Dave discusses how personal development influences a shop owner's ability to cultivate a positive culture. Rick White on Wisdom vs. Knowledge (00:16:54) Rick contrasts knowledge and wisdom, stressing the importance of applying knowledge to create a strong culture. Poor Culture Indicators (00:17:55) Discussion on signs of a poor workplace culture, including low morale and unsafe environments. Lack of Trust and Engagement (00:18:35) Exploration of how absence of trust leads to employee disengagement and its negative impact. Leadership and Growth (00:19:07) Importance of strong leadership for shop success and personal investment in leadership development. Business Ownership Realities (00:24:02) Reflections on the challenges of business ownership and the unexpected demands it brings. Hope and Future Potential (00:27:19) Emphasizing the need for hope and setting high goals to maintain motivation in business. Cultural Shifts and Coaching (00:30:38) Encouragement for gradual cultural improvements and the importance of seeking guidance from coaches. Core Culture Ingredients (00:33:17) Identifying key elements of a positive culture, including leadership behavior and employee recognition. Understanding Culture (00:37:00) Discussion on the significance of culture in a shop and the difficulty of addressing toxic behaviors. Toxic Employees and Culture (00:37:37) Rick shares experiences with toxic employees and how their negative impact can be mitigated. Firing Toxic Behavior (00:38:41) Dave narrates a tough conversation where he separates an employee's behavior from their identity. Difficult Conversations (00:41:06) The importance of having tough conversations to maintain a positive workplace culture is discussed. Burnout and Culture (00:42:46) The effects of burnout on shop owners and the necessity of a supportive culture are highlighted. Culture Change in Teams (00:46:45) The need for team members to see themselves as part of a whole is emphasized through a TV show example.
      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                      
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Want to create video content that boosts your shop’s visibility and drives more customers to your door?
      Discover how taking on the VEDA (Video Every Day in August) challenge can help you get comfortable on camera, overcome any fears, and make video a natural part of your marketing strategy.
      In this episode, we’ll share practical tips on using video to build trust with your audience, improve your SEO, and showcase your expertise—all while staying consistent with daily video content. Plus, you’ll learn how doing VEDA can help you master video creation and create real connections with your customers.
      Don’t miss out on this chance to level up your video game and see real results for your shop. Tune in now and start creating videos that truly connect!
      Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
      https://www.facebook.com/brian.walker
      https://www.facebook.com/brian.walker/videos/877852980463356 - Brian’s #veda day 31
      https://www.facebook.com/brian.walker/videos/2358559621160873 - Brian’s #veda day 32
       
      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
    • By carmcapriotto
      Join our panel of shop owners as they discuss the worst advice they've received in the automotive business: "Be the cheapest in town; it will get you more business." "Don't give a price over the phone." "Don't get personal." "DVI's are not worth the extra time." "You'll never make it because you're too honest." "Don't hire a business coach." Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE. Judy Zimmerman Walter, Zimmerman’s Automotive, Mechanicsburg, PA. Listen to Judy’s other episodes HERE. Jesse Matthews, Matthews Mobile Mechanic LLC. Listen to Jesse's other episodes HERE Brian Winograd, Broadway Transmissions and More, Red Lion, PA Show Notes
      Judy's Experience with Cheap Advice (00:02:57) Judy shares her father's experience with advice to be the cheapest to attract customers. Bill's Perspective on Pricing (00:03:47) Bill discusses the pitfalls of being the cheapest and the importance of quality over price. Brian's Insights on Industry Standards (00:06:29) Brian emphasizes the value of hiring professionals for quality work in any industry. Communication of Value (00:10:46) Brian highlights the need for better communication of the value provided to customers. Jesse's Coaching Advice (00:12:22) Jesse recounts his father's skepticism about business coaching and the importance of seeking guidance. Brian on the Value of Websites (00:14:03) Brian recalls being advised against investing in a website, which he later found invaluable. The Inner Business Person (00:16:44) Carm discusses the concept of the "inner business person" and its importance in business growth. Judy's Advice on Competition (00:17:47) Judy shares a piece of dubious advice about removing competitors' oil stickers, highlighting ethical concerns. Shop management systems (00:18:28) Discussion on the significance of effective shop management systems for profitability and efficiency. Handling customer inquiries about pricing (00:20:45) Exploration of the complexities surrounding giving prices over the phone and customer engagement. The art of conversation with customers (00:21:04) Emphasis on the need for better communication skills to engage customers effectively. The value of customer trust (00:22:45) Discussion on how to build customer trust and the importance of in-person interactions. The role of visual aids in service (00:26:12) Highlighting the effectiveness of visual aids in explaining vehicle issues to customers. Customer misconceptions about vehicle maintenance (00:27:20) Addressing common customer beliefs about car longevity and the need for regular service. The value of coaching in business (00:28:30) Discussion on the advantages of hiring coaches for personal and business growth. Mentorship groups as a resource (00:31:34) Exploring the benefits of mentorship groups for shop owners seeking guidance and support. Accountability in coaching (00:34:35) The importance of having a coach who holds you accountable for your business actions. Discussion on Humility and Growth (00:34:48) Brian shares his journey of learning humility and the importance of accepting advice for personal growth. Confession and Reflection (00:37:12) Carm acknowledges Brian's confession about recognizing personal issues as a barrier to success. Advice on Social Media (00:37:49) Carm warns against seeking advice on social media, emphasizing it can lead to poor decision-making. Critique of Low Pricing Strategies (00:38:21) Judy discusses the dangers of lowballing business prices to attract customers, advocating for value instead. Integrity in Business Practices (00:39:15) Brian reflects on the importance of honesty in business, sharing a personal story about integrity. Finding Mentorship and Growth (00:41:47) Jesse emphasizes the value of mentorship and learning from various sources to improve business practices. Shift from Training to Education (00:43:10) Carm proposes changing the terminology from "training" to "education" to enhance the learning experience. Personal Investment in Business (00:44:25) Bill stresses the importance of taking business personally and aligning it with core values for success. Educating Customers (00:46:06) Carm concludes with the need to educate customers about services rather than simply responding to their demands.
      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                      
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Today, we're excited to have a special guest with us, Craig O'Neill, a seasoned communication expert.
      In this episode, we'll dive into Craig's unique approach to effective communication in the auto repair industry. We'll explore how he defines and measures communication success, the art of creating positive first impressions, and the crucial role of clear, transparent interactions in building client trust and retention.
      We'll also discuss the impact of personalized communication, the importance of networking, and strategies for handling difficult conversations. Plus, Craig will share his insights on overcoming unexpected challenges in public speaking and his top-tier advice for shop owners looking to enhance their communication skills.
      Tune in for a wealth of knowledge and practical tips that can transform how you communicate in your business.
      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)
      Speak Up! Effective Communication with Craig O’Neill Comfort Crisis: Embrace Discomfort to Reclaim Your Wild, Happy, Healthy Self by Michael Easter Scarcity Brain: Fix Your Craving Mindset and Rewire Your Habits to Thrive with Enough by Michael Easter Remarkable Results Toastmasters Club  
      How To Get In Touch With The Guest
       
      Speak Up! Effective Communication with Craig O’Neill LinkedIn - https://www.linkedin.com/in/craigoneillaam/  
      Show Notes with Timestamps
       
      Introduction to the Episode (00:00:01) The host welcomes listeners to episode 116 and introduces guest Craig O'Neill. Discussion on Communication (00:01:36) Craig and Kim explore the importance of communication and daily conversations. Inspiration from Fitness Influencers (00:02:47) Fitness enthusiast Joey Swole and discusses gym etiquette. Walking and Inspiration (00:03:10) Craig shares insights on walking as a source of inspiration and connection with his wife. Toastmasters Experience (00:04:18) Craig reflects on his five-year journey in Toastmasters and its impact on communication skills. Learning to Listen (00:05:11) The speakers discuss the importance of listening and how Toastmasters fosters this skill. Power of the Pause (00:09:17) They highlight the significance of pausing during conversations to enhance communication. Influential Authors (00:10:57) Craig talks about authors like Michael Easter and their impact on his communication journey. Turning 40 and Fitness Changes (00:12:26) Craig shares his new fitness regimen as he approaches his 40th birthday. The Comfort Crisis Book (00:14:11) Discussion on how the book “The Comfort Crisis” has influenced Craig’s perspective on health. The Importance of Influence (00:14:36) Craig discusses the amplification effect of networks and how individuals can inspire each other in unexpected ways. New Workout Regimen (00:15:56) Craig shares his new workout routine involving a rucksack, which he started on his 40th birthday. Reflecting on Podcast Hosting (00:18:09) Craig recounts his initial reaction when asked to host a podcast, feeling surprised and honored. The Essence of Good Communication (00:19:14) Kim highlights Craig's natural ability to communicate and connect with others easily. Listening vs. Hearing (00:23:18) Craig emphasizes the importance of genuinely listening to people to foster meaningful conversations. Communication Challenges in Family Business (00:26:36) Craig reflects on communication mistakes and challenges faced in their family business. The Spiral of Dysfunctional Communication (00:27:51) Craig discusses how anger and frustration can lead to a downward spiral in communication dynamics. The Importance of Connection (29:30) Discussion on how people often don't reach out for help and the importance of community. Facebook Group Dynamics (29:53) Kim shares her protective approach to managing their Facebook group and the excitement of welcoming new members. Influence of Dale Carnegie (30:34) Kim discusses the impact of "How to Win Friends and Influence People" on personal relationships and communication. Tips for Remembering Names (33:00) Craig shares strategies for helping others remember your name in networking situations. The Art of Introduction (35:30) The significance of introducing people and creating connections in networking events is highlighted. Navigating Hard Conversations (38:02) Kim shares her experience with difficult conversations and encourages others to engage in them for peace. Strategies for Effective Feedback (41:34) Craig discusses the importance of giving constructive feedback and the principles behind having hard conversations. The Challenge of Hard Conversations (42:59) Craig expresses his discomfort with hard conversations and the need for ongoing discussions about them. Crisis Management in Speaking (00:43:43) Discussion on handling unexpected crises while presenting and how it can alleviate nerves. Compartmentalizing Emotions (00:44:37) Kim shares her experience of compartmentalizing personal issues during a presentation for better focus. Unexpected Medical Situation (00:45:35) Brian's heart procedure causes a last-minute change in Kim's travel plans to Ogden, Utah. Transparency in Teaching (00:46:28) Kim emphasizes the importance of being open and vulnerable with the audience during her presentation. Inspiring Moments in Toastmasters (00:47:40) Craig praises Kim’s ability to connect with her audience and inspire them through her teaching. Handling Last-Minute Changes (00:49:05) Craig recounts stepping in to lead a session after his colleague had to leave unexpectedly. The Importance of Mentorship (00:50:10) Craig reflects on how mentorship shaped his speaking skills and prepared him for unexpected challenges. Impact of Communication Skills (00:51:42) Discussion on the significance of developing communication skills for personal and professional growth. Audience-Centric Approach (00:52:32) The speakers stress that effective communication is about focusing on the audience, not oneself. Respectful Communication (00:53:02) Craig shares a lesson from his mentor on dressing appropriately to show respect for the audience. Overcoming Speaking Anxiety (00:54:00) Kim narrates her experience of speaking after a famous singer and how she managed her nerves. The Power of Honesty (00:56:01) Kim discusses using honesty and transparency to connect with the audience and diffuse anxiety. Speed Round (00:56:36) A quick-fire segment where Kim and Craig answer fun questions about preferences and communication. Introduction to Speak Up (00:57:48) Craig promotes his new show on effective communication, highlighting its availability on the aftermarket radio network. Closing Remarks (00:58:02) Kim and Craig reflect on the enjoyable conversation, hinting at the potential for a longer discussion. Podcast Sign-Off (00:58:04) Kim thanks listeners for tuning in and promotes the Auto Repair Marketing Podcast. Show Recommendations (00:58:11) Kim shares information about other shows on the aftermarket radio network, including Craig’s new show, Speak Up. Final Thoughts (00:58:31) Listeners are encouraged to engage with the podcast and suggest topics for future discussions.  
      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
    • Sell your car with CarBrain
    • By Changing The Industry
      The Secret to Getting Job Authorizations In Your Auto Repair Shop #podcast


  • Similar Tagged Content

  • Our Sponsors

×
×
  • Create New...