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[Podcast] RR 391: What Happens When a Technician Becomes a Customer for Automotive Repair.

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Pete Meier is an ASE certified Master Technician and sponsoring member of iATN. He has over 35 years of practical experience as a technician and educator, covering a wide variety of makes and models. Now, as Director of Training for the UBM Advanstar Automotive Group, which includes Motor Age, ABRN, Aftermarket Business World and Dealer News, his primary goal is to bring working technicians the information they need to succeed. Listen to Pete’s previous episodes HERE.

 

Key Talking Points:

  • They are blessed that many of their contributors are working techs.
  • They serve 100,000 shops in the United States which is why the accuracy of every article is critical.
  • Pete needed new tires for this truck because in his own shop he does not have a tire machine.
    • Purchased online with a 35% off coupon and set the appointment.
    • Went to get tires changed- wanted alignment checked and had to ask to have it done
      • Missed service opportunity
      • No process for customer service  
  • Training for techs
    • If you are employed at a shop that will not support time off for training or assistance in funding for training, there are a lot of other shops that will. Go find them.
    • The only way to keep passion and rise in the industry, find a shop that mirrors your same passion and goals
    • Shop owners- need to be a part of the industry advisory council for local high schools and colleges.  
  • Manage your customer service- test your culture
    • Phone shop your locations
    • Ask female to shop business to see how they are serviced

 

Resources:

  • Thanks to Pete Meier for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

 

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Be socially involved and in touch with the show:
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This episode is brought to you by Federal-MogulEpisode-Logo-Sponsored-By-v1-300x93.pngMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

 

Subscribe to a mobile listening app HERE.

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  • 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.

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