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Found 39 results

  1. As shop owners, we sometimes feel that we need to answer every question and handle every situation. While you need to be proficient as a business owner, you also need your employees to think for themselves. Empower your people to solve problem. Ask them for their opinions and don’t be too quick to jump in on every situation. The more you jump in and solve their problems, the more they will rely on you. This is not to say you don’t have their back; but a team functions best when everyone takes ownership of their position and takes responsibility to take care of problems. Will employees make mistakes? Yes. But there isn’t a shop owner on this planet that has a perfect record at making decisions. We all make mistakes. As a shop owner; teach, mentor and coach. Include your employees in on decisions that relate to their job position. When employees feel you trust them, they will begin to solve their own problems. This will set you free to work on the things that will bring you greater success.
  2. I am writing this on my last day of vacation in California, spending time with family. It took me a few days to totally relax, but made it a point to not look at emails or call the office. We all need downtime. I know there will be a ton of work to be done when I return, but I also know that the time away has recharged my batteries and I will be more productive. Being away from business and spending time with family puts things into proper perspective. You realize that a lot of the things you stress over, are really not as important as you think. Take time to enjoy life. We all know how quickly time passes us by. And remember, no one on their death bed ever said they wished they spent more time at work.
  3. I’ll never forget the day when Mrs. Obrien brought her car back for me to look at. She was furious. I stayed late the night before, well into the night, to finish her car so she could have it for work the next day. I even did a few little things on the house because I felt she may be a little inconvenienced picking the car up so late. Why did she bring the car back? A comeback? Well, not in the conventional way. It was the greasy smudge on her seat that she was angry about. But what about me staying late? Or giving away a few minor services? Doesn’t that count? She is upset about a grease smudge? Oh yes, and she has every right to be. The fact is, you can do the best repair, using the best parts, performed by the best technician on the planet. But what the customer sees is not necessarily your hard work, it’s that little greasy smudge that you are judged by. Unfortunate and unfair? Yes. But it’s a reality. Perform the best repairs and provide world-class customer service; and never forget; it’s the little things the customer sees. And that’s what important to them.
  4. Let me start off by asking you a very important but very quick question: what BS story are you telling yourself? Let me repeat that: What BS story are you telling yourself? We all have these stories and shop owner excuses that we keep telling ourselves that we think are true, that when you really look at it, they're really utter bullshit, but we've been telling ourselves the same story over and over that we actually believe it's true. Case in point, now if you've ever been on one of my live webinars, you know that because I'm live, I can have a conversation with some of the people that are on the webinar. The other night, a gentleman was complaining about car count. He said because cars are made better (another thing I hear A LOT), there are no cars out there and there's a lack of car count, and that's a big problem. I took that as an opportunity to tell him what I've probably told you before, if you've been watching these videos, that I don't believe that there's a car count problem out there at all because in every city all over the United States, all over Canada, there are cars sitting on lifts right now in your own town, dozens, maybe even hundreds of them, every single day that are being repaired and maintained by other shops, other shops collectively, but on any given day, there are tons of opportunities to repair cars. The problem is they're just in somebody else's shop, they're not in yours. It's not a lack of cars out there to be repaired, there's just a lack of cars in your auto repair shop. It's a marketing problem, it's not a problem caused by cars being made better. Now I've told that story before. In case this is the very first time you've heard that, please believe me it is a marketing problem, not cars are made better. That's the reason why you don't have enough cars. Now we're past that. Because I can go back and forth with them, I told that same story. He'd so believed that it was a problem that he wasn't able to fix, that he told me about the shop owner that was less than a mile away from his shop that said the very same thing, that his shop was down with cars as well. I guess the two of them got together and commiserated about the car count being down, and now both of them believe that there's a car count problem out there. That's an example of the BS story we keep telling ourselves that simply isn't true. I want you to go back and think of all the things you say on a daily basis, maybe, "I can't find good techs," or, "There are no good techs out there anymore." There are good techs out there, they're just not working for you. What you look for, you're going to find. It's just the truth. Let me give you an example, and this is a story I've told my clients over and over. It's a great example of what you look for, you will see in abundance right there in front of you. A few years back, we bought a beach condo down in Florida. We thought it'd be fun to have a Jeep, to be on the beach, and just the perfect car to have down there. I never owned a Jeep before, but guess what? As soon as I decided I was going to buy a Jeep, I saw Jeeps everywhere, all shapes and sizes and colors driving everywhere. I've been seeing them every single day go by, but I didn't see them until I decided I want to buy a Jeep. Did everybody all of a sudden go out and buy a Jeep when I decided? No. It's because I was looking for Jeeps, all of a sudden I saw them. There was an abundance of Jeeps driving by me every single day. I just didn't notice them because I wasn't looking for it. Then I decided I was going to buy a blue Jeep. You guessed it; pretty soon everybody was driving a blue Jeep. There were blue Jeeps everywhere. Everybody didn't go out and decide that they're going to buy a Jeep, and then they didn't decide if they're going to buy a blue Jeep. It's just I started focusing on it and I started finding exactly what I'm focusing on. If you're saying that there are no good techs out there, you're going to focus on all the bad hires that you've had, you're going to focus on all the bad interviews you've been on, and you're going to say, "See? I told you so. There are no good techs out there." The same thing with your car count. If you're going to constantly complain and look at the lack of cars that are out there in your own shop, you're going to keep seeing the same problem over and over and over. It's going to become etched in your mind. It's going to be a BS story, but if you start looking around, start driving around and realize there are dozens, if not hundreds, of cars sitting on lifts every single day in other people's shops and not in your shop, you'll realize you have a marketing problem and you'll start to tackle the big problem that you have right there. I hope this helps. Go and think of all those things that you tell yourself so often that it's now etched in stone and it's true, and see if you could find the opposite. I guarantee you'll find it everywhere. Thanks for watching. Oh, by the way, I really appreciate all the comments.
  5. Car Count Daily | Episode 14 Click Here To Subscribe For DAILY Car Count Daily Tips Straight To Your Inbox Car Count Daily | Episode 14 Click Here To Subscribe For DAILY Car Count Daily Tips Straight To Your Inbox TRANSCRIPTION: Hey Shop Owners. Captain Car Count here, sometimes known as Ron Ipach. Welcome to yet another edition of Car Count Daily. Now, on a previous episode, I talked about the number one group of people that you should be marketing to. Now this is the low hanging fruit. The people that know, love and trust you, and people that are willing to give you more money, more often. As you might have guessed, it's your current clients. These are the people you should be spending your money, time and effort to get back to your shop, so they come in more often. But as I suspected, I knew I was going to get a lot of push back because I typically do from shop owners. Because, look, you do a great job for your customers, you do exactly what they want you to do, and provide a phenomenal repair and you maintain their car, so, of course they're going to come back to you, right? That's the argument I get all the time, and I'm here to tell you, no, that's not enough. Okay? I'm going to take the viewpoint of a customer here. Now I get your business, okay, I know all you do to do a great job and maintain the vehicles and fix the cars, and all the busted knuckles and the bloodied hands and all the stuff you go through to do a great job for your customers. But the customers don't see that, you see that. If I'm Joe Customer here, and I'm bringing my car to your shop and it's broken, I am paying you to fix it. So, when you bring it back to me fixed, you've done the job I'm paying you for. Okay? I paid you to do that job. I don't know how difficult it was. I don't know how awesome you were at doing it. I paid you for a service and I got the service. So, that's what Joe Customer thinks, or Jane Customer, is it's ... You're doing what I paid you to do. So, of course, you should do it right. Of course, it should be fixed. Of course, it should be maintained 'cause that's what we're exchanging the dollars for. I'm giving you money, you just give me what I asked for. So, the fact that you did a great job means absolutely nothing to me because I don't know about the bloodied knuckles and how difficult it was to do that repair, or how well trained you needed to be to do that repair because I paid you for that. Okay, now don't get mad at me. I'm just taking the viewpoint of your customers. So, doing a great job, and simply just saying you did a great job is enough to bring them back, I'm going to argue with you all day long because if they're just paying you for that, you're providing a service and that's it. Write this down, and you might want to remember this at all times, it's not what you do, when it comes to repairing the cars, it's what else you do when it comes to repairing the cars. Okay? I'm paying you to fix my car. What else are you doing to develop a relationship with me? What else are you doing to ensure that I'm going to come back to you versus going to the next shop down the street. Because, again, Joe Customer here, all I want is my car fixed and maintained. I'm paying for that service. So, no matter how difficult it is, I'm going to assume if it was real tough, it's going to cost me more money. Okay? It's what else are you doing. What else ... Why are you inviting me back to your shop? Why do you want me to come back to your shop? What offers are you going to give me? What incentives? Why should I come back to you versus going anywhere else? Now, keep that in mind when it comes to your marketing. Understand the most important person you can have in your shop, as a customer, is one that's already been. It's that repeat business that will build your business. Simply doing a good job isn't good enough anymore. It's a matter of what else you're doing. Impress me, give me outstanding customer service. Market to me, let me know that you care to have me back in your shop, and I will come back to you. That's why it's the most important group of people that you want to market to. Keep that in mind and you will blow your car counts through the roof. I guarantee it.
  6. You are a entrepreneur and your business is Automotive Repair. Run your business like a business and become more profitable. You have a tool box just like your techs in the shop do and the ones with the correct tools , good work ethics and knowledge are the best at what they do. So can you in the shop management area just use your TOOL BOX! A few things to get cleared up. I have read a lot of post , forums etc, dealing with car count, advertising, us against the dealerships etc. WELL ! First you have to concentrate on your business not what someone else is doing, what works for you and makes you money should be what matters to you and your business. 1) Concentrate on what your doing right if it needs refined ..REFINE IT.. DIAL IT IN... GET THE PERCENTAGES CORRECT. 2) Do you have enough work flow and are you getting the max out of what you already have ? 3) IF you don't have a good even flow of car count, advertise, but do it in a way that it comes back to you to show what your business has to offer that the others don't. 4) REPUTATION, CUSTOMER SERVICE, FIXING THE CONCERN and BEING A SMART BUSINESS OWNER are the only steps to winning. 5) Last but not least .. PEOPLE BUY GOODS AND SERVICES FROM PEOPLE PERIOD !! Look at it in this perspective for a moment. Your advisors are problem solvers, customer comes in with a problem or just for a service and they let them know what it will take to repair it or what the car may be in need of if not now then soon. They are solving problems if not right now then later, building trust and reputation for your business. I always say if you solve there problem the rest SELLS itself. And for those of you that think and have been programmed to think that getting new customers, keeping the good ones you have to spend crazy money to get them and keep them is just that "crazy". I will be glad to speak with anyone that wants to have less stress and make there shop profitable. Send me a message, email, phone call and we will go over what you have and what you are wanting to achieve and the consultation is always free. IT COST NOTHING TO ASK BUT IT COULD COST A LOT IF YOU DON'T !! "LOAD YOUR TOOL BOX WITH THE RIGHT TOOLS"
  7. Source: Got a bad apple in your Repair Shop? Remove it!
  8. This is something that I'm hearing from shop owners constantly when we're talking about car count levels in their auto repair shop: "Car count is down in my shop because cars are made better." If I've heard it once, I've heard it a thousand times, and chances are you've probably said it yourself. Look, I'm not going to tell you cars aren't made better because that would be sheer stupidity. The fact is that cars are made better. Cars are made to last much, much longer than they used to. But... That's not the reason why car count is down in shops. How do I know that? Well, a recent study came out that said the average car on American roadways is over 14 years old. Let me say that again... The average car is over 14 years old. That's not a new car. The average. That means for every brand new car out there, in order to have an average of fourteen years, that means there's a car that's 28 years old. There is a balance there. If the average car is 14 years old, those are the cars you work on. Right? 14 years ago the cars weren't made as good as they are now, and even if they were, they're 14 years old right now, odds are that they're going to need a lot of maintenance now or in the near future. It's important to make your shop available for those repairs. Don't get caught up in the thinking that the car count is down simply because cars are made better. Those cars that are made better are not your business. Those aren't the ones that are going to give you more cars in your bays and increase your profitability. The most of a shop owner's profits is going to come from the cars that are older, and the average car is much older than it used to be. Clear the "cars are just made better" excuse out from your mind, understand that there are plenty cars out there, it's just up to you to go focus on your marketing and attract more customers to your shop. -- Ron Ipach (a.k.a Captain Car Count) President/Founder of Repair Shop Coach More articles and content like this and originated through Ron Ipach's Car Count Daily campaign Auto Repair Shop Owners, Managers, and Automotive Industry Professionals are invited to join 'Car Count Daily Boosters' LinkedIn group to provide resources and gain insight on boosting car count DAILY and filling up the bays in their shops.
  9. As shop owners, our focus is on business, for the most part. There is nothing wrong with this mindset, but it may push employees away from you. Whether you like it or not, people are more concerned about their own lives and what’s important to them. When speaking to your employees, find ways to engage in conversation that has nothing to do with business. Find out about their interests, and what’s going on in their lives. Simply asking, “How was your weekend? Do anything special?” can work wonders to motivate people. When speaking with employees, be more concerned about them, not you. This will send a message that you care about them as a person. In turn, they will care more about your business.
  10. Car Count Daily | Episode 9 Click Here To Subscribe For DAILY Car Count Daily Tips Straight To Your Inbox Car Count Daily | Episode 9 Click Here To Subscribe For DAILY Car Count Daily Tips Straight To Your Inbox -------------------- Welcome to today’s issue of Car Count Daily. Now, you’re probably wondering why am I driving a car, and not only doing something so stupid as driving a car and recording a video, but I’m drinking an iced coffee at the exact same time. In other words, why am I multitasking here, doing something vitally important which is driving a car safely, while talking to you, and sipping on a coffee? Well, it’s actually to talk about something that you’re probably doing every single day, which is multitasking during probably one of the most important things that you could ever be doing with your shop every single day, which is marketing your business.I’m Captain Car Count, so of course I’m talking about auto repair marketing. This really goes into all areas of your business. I mean think about it, how many times are you being pulled in all these different directions. As the auto repair shop owner you’ve got a lot of things that you need to do. You have a lot of employees talking to you, you have customers, parts vendors, the phone’s ringing, and you’re trying to do a lot of things at once. Oh by the way, you’re going to try to squeeze in a few minutes here or there to do your auto repair marketing. I’m going to tell you, stop doing that. That is a recipe for disaster. You’re never going to do everything really, really well.Now fortunately I’m at a red light here, so I can stare at the camera. When we start rolling, I have to focus on the one thing, the most important thing, which is right now, which is navigating this beast down the road safely so I don’t hurt anybody, or hurt myself. Think of it that way when it comes to your marketing. Focus on marketing, and nothing else. The best way to do that is get the heck out of the shop. Chances are you’re going to be really busy in the shop, people pulling you different directions, and asking questions, and the employee comes in with that one really quick question that turns into a half hour task that you just put on your back. Then if you get time, you get back to doing some marketing.I hope you understand what I’m talking about, is just get focused on the most important task, which is marketing. Now, how do you do this when you’re in a busy environment? Well the best way I know, is get the heck out of that environment. Get away from the shop, and get to a quiet place. If it’s a matter of staying home, if you can be left alone at home, then by all means stay at home. If not, go down to the public library, or find some place, a hotel lobby where you can be left alone to work on your marketing. If you’re trying to multitask while you’re doing your marketing, just like I’m trying to multitask and drink my coffee here doing this, you’re not going to do really well at any of that stuff. Marketing is extremely important.I hope I kind of drilled that idea into your head for today, so you do find the time to focus on marketing, and be 100% present with just marketing, and not doing everything else at the exact same time. You’ll get a lot more done, you’ll get a lot more cars coming to your shop, which is going to help you make a lot more money, okay? That’s going to do it for today.Before you discontinue reading, please, I’d love to hear your feedback. What do you think about car count daily? Do you like them, do you hate them, are there some suggestions you have for me other than not driving while I’m recording a video? Which okay I get, I’m not going to do that. I’m not going to say never, but I’m not going to do that a whole lot. Leave a comment below this video, shoot me an email, send me a carrier pigeon. However, just get the message to me. Let me know how you like these videos, and if there’s anything else you want me to touch on with these videos in the future.
  11. All auto repair shop owners should know the importance at this point of having an auto repair website for the shop. This idea was brought to me by a client who sent me an e-mail letting me know that she's going to be updating her website, which is a really good idea - If your website is old or if you don't have one, you really do need to have a newer updated website. I suggest that for everybody. Her question was really to the point, how much should she spend on a website and how important, really, is having a website right now? Let me go ahead and cover the second question first: How important is having a website? It's important. You really do need to have a website. It's not nearly as important as everybody makes it seem, especially with the guys who want to sell you a website, but the reality is, you doneed to have a good website. Most people will go to your website and check you out a little bit before they choose to do business with you. It's similar to people reading reviews. Everybody looks at a review before they decide who they want to do business with. They're going to review you. If you've got good reviews, chances are they're going to check out your website. If you have an auto repair website that's made by a six year old, ten years ago, and it looks like crap - chances are that's going to turn them off. It doesn't take a whole lot of time, money, or effort to have a professional looking website, an updated website. It is important that you do have it because people will check you out online. Ever since I started doing my Car Count Daily videos, I've had a lot of people checking out my website. It just goes to show, when people find you they want to know more about you. That's why it's important you have that good, and updated website. How much should you spend and how much time should you spend doing it? Not a lot because the reality is, most people aren't going to find you by searching for an auto repair shop in their area. There's just too much competition. Unless you really want to jump into that fray and work with search engine optimizers so that you're at the top of the page all the time - most shop owners don't have the time or money to mess with that. You just need to have a good looking website. You can get a cheap website. You can get one made for $500 and that's pretty much all you need to spend. I know it will be easy for most people in the industry to argue with me on this, especially with the people who are providing websites as a service. The reality is, you want a good professional looking website, but the majority of people are never going to find it. The only people who are going to find your website are the ones that are actually typing in, doing a search for you. On the other hand, you can get some beautiful made websites for thousands of dollars and then spend hundreds, and hundreds, and hundreds of dollars every single month to keep them optimized, to keep them on page one. If that's the game you want to play, that's perfectly fine. Me? I'd rather you just have a nice looking website so when they do look and check you out, they're going to find something really nice. I wouldn't spend a ton of time on there. The reason why I talk about this in the way that I do is I find that too many of my clients are spending entirely too much time putting together the perfect website. They spend hours, and hours, and hours with their designer and back and forth, back and forth for the perfect website that the majority of people are never going to see anyway, or it will be difficult to get it in front of the right customers, at the right time. Put your time, and effort, and money where people are really going to find you. I'd suggest market more to your current clients than market to people that have never seen you before, which is what your website is essentially doing in the automotive repair industry. You're marketing to people that don't know you and chances are they're never going to find you anyway, even though you have a beautiful, well-made site. The better looking your site is, doesn't get you to the top page of Google or the main search engine. Put your money, and time, and effort in things that really matter - like your marketing. Have a good, professional looking website, but you don't need to spend thousands of dollars and hours putting that together. -- Ron Ipach (a.k.a Captain Car Count) President/Founder of Repair Shop Coach More articles and content like this and originated through Ron Ipach's Car Count Daily campaign Auto Repair Shop Owners, Managers, and Automotive Industry Professionals are invited to join 'Car Count Daily Boosters' LinkedIn group to provide resources and gain insight on boosting car count DAILY and filling up the bays in their shops.
  12. Every day during a shop owner's work week I'm going to deliver one tip, trick, tactic, strategy or insight that can be put to use right away to immediately start to boost the car counts in every shop. That means over the next year you're going to get over 250 videos, audios, and blogs that you can consume in less than three minutes per day and then act on them in less than two. CLICK HERE TO SUBSCRIBE TO CAR COUNT DAILY
  13. Free Report: Everyone knows how expensive advertising the repair shop can seem at times. So much so that many auto repair shop owners are hesitant to even begin to construct an auto repair marketing game plan. Because of this, in a file attached, we dug a little deep to provide you with 10 absolutely free ways to market your automotive business in order to boost the car count in your shops. Check out these 10 Strategies to Increase Your Car Count Without Spending Any Money (file attached) Enjoy. - Captain Car Count 😃 P.S. For more free daily content please subscribe here: http://www.carcountdaily.com Free Report.compressed.pdf
  14. One thing I often repeat over and over again is this; "Back in the 1980's, there were three things that made repair shops successful; General Motors, Ford and Chrysler." Those cars broke down a lot, and there was an endless supply of cars that required a lot of profitable work. Well, those days are gone. Cars today are build better, last longer (thankfully), and have ever-increasing service intervals. Consumers are also conditioned to think that their cars don't need maintenance. It wasn't that long ago when your customers were coming to you 4 to 5 times a year for service. Now, you are lucky to see those customer twice a year for their routine LOF service. The point here? You must take a proactive approach and promote preventive maintenance. You must inform your customers of their next service and any other future service recommendation or repair. You must do all you can to get your customer to return to you. Which means providing the absolute best customer service with quality repairs. Even the term "repair shop" needs to redefined. Be proactive and you'll be successful!
  15. Perhaps one of the best ways to motivate employees is to give them regular positive feedback. Too often, employees only hear when things go wrong. And while we all need to know when we fail, it’s more important to recognize when things go right. People want to know when they win. People also like to be included in on the progress of the company. It’s important that everyone in your shop feels that what they do really matters to the success of the company. This also promotes the right culture and builds a strong team. Create a strategy where you give your employees feedback on their progress, especially positive feedback. Look for things you can point out that recognizes an action by an employee that resulted in recent success. This will help to reinforce the behavior you are looking for and will increase the odds of repeating that same behavior. The feeling of accomplishment and being recognized for it is a powerful motivator in the workplace, perhaps stronger than money. People want to feel good about themselves. As shop owners, implement this strategy and ignite your workplace toward success. Remember, your success is dependent on the success of the people around.
  16. Got your attention? Good. I often hear shop owners say, "I wouldn't ask any employee to do something that I would not do." While this may appear to be effective leadership, lets dig a little deeper. Lets say you had an illness that required a specialist. You make an appointment to see the doctor and the day you walk into his office you find him scrubbing the toilet bowl? In defense of his actions, he says, "I can't ask my employees to do something I am not willing to do." I use this ridiculous analogy only to prove a point. Effective leadership does not mean performing every required task in your company. Nor does it mean that the only way to get others to perform what's expected of them is to also perform their duties. Effective leaders do go the extra mile and mentor the people they lead, but leaders also know what their true role is. And that is to coach their employees, set the goals, work on the business plan, and to ensure the success of the business. As shop owners, clearly define your role as the leader of your company. Delegate tasks when needed and manage your time by working on the tasks that define you, the leader.
  17. When a workplace suffers from poor morale, so does productivity. When a company enjoys high morale, productivity improves and profit follows. It all starts with the leader; the shop owner. You set the tone. Your attitude will dictate the direction of every employee. Too many work places suffer from poor morale. And it doesnt matter that you have the best tools, the best training, top techs and top service advisors. Without a healthy workplace environment, you will never reach your potential. You will also lose key employees. People do not want to work in an environment filled with stress and drama. As a shop owner, set the right tone each day. Look for things to be thankful for. Dismiss negative thoughts and make it a point to thank the people around you. Is this easy? No. But if you want to succeed in this tough economic, competitive market, you have no choice.
  18. Joe Marconi

    High shop morale improves productivity

    Source: High shop morale improves productivity
  19. A common discussion this time of the year is how business slows down in the mid-winter months. Not that you can always predict it. I have experienced some winters that were banner sales months. But in general, business does slow down for a number of reasons, especially in the colder climates: Credit Card bills from holiday spending, home heating bills, tax season, lost days due to storms and more. So, the question is, how does a shop prepare? Here's a few things that I do. Perhaps you add your owner strategies, which would benefit all ASO members: * Prepare in advance and flood your customer base with service reminders, winter promotions and other recommended services during the slower months. Try to increase traffic to your shop during the months that are typically slower * Review the history on all vehicles the day before the appointment. Look for previous notes and recommended service and repairs. Be prepared to discuss at write-up. * Make sure all cars get a multi-point inspection - identify needed service and repairs * Review the service history for all vehicles. Check for services due, services due soon and services never done. Again, this can be done prior to the appointment date and discussed at the write-up * At write-up, don't forget to ask, Is there anything else we can do for you today? Wipers? Tire Rotation? An oil change? * If you use email promotions, create email blasts around winter events, for example: "Its Valentines Day! Show your car some love!" Include a few winter tips and links back to your website and to book appointments OR... "Winter Driving Advisory: Is your car prepared for the upcoming storm?" Include a few tips; wipers, tires, washer fluid top off, heater working right, antifreeze, battery. And of course, links back to your website and appointments. * Check your CRM for customers that did not show up for their recommended service or repair. CALL THESE CUSTOMERS. Here's a tip; start calling your best customers, those are the ones most likely to come in. * Go back and review all invoices for the past 4 weeks. Look over the work orders and check service history too. You will find work that was missed, not sold and services that are due. Call these customers too. As you can see, a proactive approach is better than hoping people will come in. What strategies to you have?
  20. Source: Improve Your Repair Shop Production with the Power of Praise!
  21. According to a Gallup poll, 99 out of 100 people say they want a more positive environment at work. The study also says that employees are more productive when they are around positive people. If you stop and think about it, this speaks volumes. A positive workplace produces happier employees, which ultimately improves shop production. And one of the best ways to promote a more positive workplace is with praise and recognition. Everyone wants to be recognized for the work they do and want to know that what they do matters to the overall success of the shop. Without enough praise and recognition, employees become disengaged. When this happens, morale will suffer, and so will your business. Poor morale affects every aspect of your business, including customer service. As a shop owner, I know how difficult it is to run a repair shop. You spend so much time handling issues and problems. Sometimes it's hard to put aside the issues and find the good that's around you. But the reality is that if you want a more productive and profitable business, you need to have positive work environment. And that begins with hiring the right people, and then making sure that employees receive adequate praise when warranted and recognition for a job well done.
  22. As we close out another year, it’s only natural to look back and reflect on our accomplishments and shortcomings. While this process has merit, we need to focus more on our accomplishments and strengths, than on our weaknesses. Take time to review your accomplishments and use them to spring-board your business and your life in the right direction in 2015. This strategy will help to encourage your future outlook and help to direct your behavior to think in the positive. Let’s face it; there will always be obstacles to overcome. That’s called…life. But business, as in life, is not a destination, but a journey. And just like any journey, it’s the experiences we encounter on the way and how we react and learn from those experiences that really matter. Happy New Year!
  23. I got a call the other from a shop owner friend asking me to help calculate his labor rate. I told him that before you calculate your labor rate, you should check your labor production (also known as effective labor rate). I asked him to total up his total tech paid hours for the month and then divide those hours by his total labor dollars sold for the month. He got back to me and was surprised that although he posted a $90.00 labor rate, his actual labor dollars per hour was only $62.00. I pointed out that this is a production problem, not a labor rate price issue. Raising labor production is equally important as understanding what your labor rate should be. In fact, ensuring your labor production is where it should be will add much needed dollars to the bottom line. One thing to consider; low labor production is not just the responsibility of the technician. You need to also take into account: Are you billing enough hours? Are you charging properly for diagnostic time? Are the techs waiting too long for parts or for the service advisors to sell jobs? Is there too much down time between jobs? Look at the entire shop operations and workflow process. Each minute increase in labor production will add much needed dollars to your bottom line.
  24. Joe Marconi

    Before you raise prices, raise production

    Source: Before you raise prices, raise production
  25. My manager took day off yesterday, so I decided to step into his role and oversee shop production for the day. Boy, the things I uncovered! How does anything ever get done? The schedule is a mess, jobs not checked out early enough, too many wait customers, too much conversation among the techs, and they even took a lunch break! By noon, I was so frustrated that I needed a gin-n-tonic to calm down. (Just kidding, actually drank an Ice tea). I pushed all morning long MY WAY, and everyone pushed back. So, after their “Lunch break”, I decided to do more observing than interfering. And guess what happened? By the end of the day, all the work was done, all the customer problems were solved and everyone ended up on a high not. What? How could this be? I need to take some of my own advice, and let go of control. Not doing things MY WAY is not always a bad thing.


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