Quantcast
Jump to content


Before you Invest a dime on advertising...

Joe Marconi
 Share

Recommended Posts

  • 2 weeks later...
newport5 Enthusiast

newport5

Posted
Posted

I agree with above: it's not "a sell." (and certainly not an upsell - it either needs it or it doesn't)

The service ADVISOR educates the customer about the needed repair or maintenance. If you built up trust, they will say yes - or reschedule.

How can they say no? You aren't "selling" anything. They can't say not to the idea of repair, because it needs it (you're the expert). And your advice is coming from a trusted friend, you, the advisor. And everyone knows you have to make a profit -- just like their company.

They can say no to doing it now, for several reasons: they don't care enough about maintaining their car, they are cheap, or they really can't afford it now. Oh, the go-to, "I'm selling the car." (That's when I tell them, "OK, don't do that, but do this, this and this, to get more for your car or make it easier to sell.")

Re "trusted" advisor, the trade magazines don't tell you how, they just say do it.

And the same goes for the "amazing customer service" or the "exceed/shatter expectations."  The trade magazine just say do it.  Maybe you're supposed to hire the writer and their company to teach you. (And how do you shatter expectations the next time?)

Future article coming on the "how."

  • 2 years later...

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
 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's 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

    • Changing The Industry
      Finding A Way Where Everyone Wins in Business #podcast #autorepairbusiness #automotivebusiness
      By Changing The Industry
      Finding A Way Where Everyone Wins in Business #podcast #autorepairbusiness #automotivebusiness
    • JustTheBest
      The Most Badass Way to Get More New Customers
      By JustTheBest

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • carmcapriotto
      Do You Have A No Culture, Culture In Your Business? [THA 399]
      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
    • nptrb
      Falling Into Good Habits: Financial Tips for Autumn
      By nptrb

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • carmcapriotto
      "I Don't Need to Read That" Said No One Ever [FTR 100]
      By carmcapriotto
      Thanks to our Partners, Shop Boss, and 360 Payments
      Matt Fanslow, host of "Diagnosing the Aftermarket A to Z," discusses the critical importance of consulting service information before performing vehicle maintenance or repairs. Matt shares multiple real-world scenarios illustrating why thoroughly understanding service procedures is essential to avoiding costly mistakes and ensuring professional work.
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. [email protected]
      Show Notes
      Importance of Service Information (00:00:25) Matt emphasizes the necessity of reading service information before starting any repair work. Common Mistakes in Vehicle Maintenance (00:01:12) Matt shares horror stories of technicians neglecting service information, leading to mistakes during vehicle maintenance. Encouragement to Use Service Info (00:04:03) Matt advises technicians to always consult service information before starting any job. Warranty Concerns and Accountability (00:05:05) Discussion on the importance of service information for warranty claims and accountability in repairs. Pay Structure and Professionalism (00:06:34) Matt addresses how pay structures can affect adherence to proper procedures in the automotive industry. Call to Action for Technicians (00:07:34) Matt encourages a cultural shift towards professionalism by prioritizing service information in repairs.  
      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


  • Similar Tagged Content

  •
    Joe Marconi

    Money Isn’t The Motivator We Think It Is

    By Joe Marconi, in Automotive Management,

    0 comments 44 views
    Joe Marconi

    Isn’t It Time We Rethink What a Master Level Technician Is?

    By Joe Marconi, in Automotive Industry,

    1 comment 43 views
    Joe Marconi

    Five Proven Tips to Improve Your Bottom Line

    By Joe Marconi, in Selling Automotive Repair,

    0 comments 44 views

  • Our Sponsors



Main Sections

More Sections

Discussion Forums

×
×
  • Create New...