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How To Make Your Business Better and More Productive Than What it is Today? – Bob Greenwood [RR 612]

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Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.

Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.

Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Classic Episodes

  • Episode 571- Bob Greenwood with Chris Cloutier: Industry terminology, time to change it 
  • Episode 387- Bob Greenwood Eric Ziegler

Key Talking Points:

 

  • We need to better understand our target clients. Who are they? Why do they buy? What do they really want? What is our internal gameplan as a company to build a long-lasting trustworthy relationship?

    • Building client base business vs customer base business- clients have relationships and trust with the business. Building relationships takes time, you can’t do it while understaffed. One service advisor for every 2 licensed technicians. Educating the client takes full conversations- manage their vehicle based on how they use it and expectations of vehicle.  

  • There's a need to improve focus and productivity, we need to create a culture of commitment and accountability and we must deal more effectively with non-performance. Do we believe in accountability as an important part of the business culture?

    • Business culture- what do you stand for? Team concept in business that everyone wants to be a part of, everyone's opinion counts including feedback. Employees are working on their career instead of working their ‘job’ because they want to be a part of the business. Committed and accountable to each other. 

      • Accountable- what are we doing on behalf of the clients and how do we measure that? Measure it in billed hours per repair order. Are we producing the right billed hours as a team daily, weekly monthly?

  • We need more clarity and consistency from the top- is management fully accountable to the business?

    • Leader of the discussion for team- clarity, and consistency in message, explain it properly, have a discussion on how you see it and how the team sees it. Daily discussion 5-8 minutes keeps the team engaged 

  • We need to create true two-way communication throughout our organization

    • Owners often use generalities instead of specifics when engaging with the team. Don’t be afraid of discussing numbers- only confidential numbers are on your balance sheet. Let your team understand how income works and how they each affect it. Educate your team on the business in every aspect

    • Ask about your employees- mutual respect and care about their life outside of the business

  • Our industry is changing quickly- redefine and reinvent some aspects of the business. Are there specific courses we must take to clarify our industry and business knowledge?

    • Education is everything- technical, business, front counter, etc. Has to be ongoing. Technician minimum 100 hours a year of training, management 6-8 days a year of training. You need to plan out courses/training for the year ahead of time.  

 

Resources:

  • Thanks to Bob Greenwood 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.
  • Find every podcast episode HERE.
  • Every episode segmented by Series HERE.
  • Key Word Search HERE.

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This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm

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  • Alex changed the title to How To Make Your Business Better and More Productive Than What it is Today? – Bob Greenwood [RR 612]

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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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      Key Topics Discussed:
      Blade Runner Monologue Appreciation:
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      The Role of Luck in Success:
      Matt discusses the often-overlooked role of luck in achieving success. He references the "iceberg" analogy of success, where hard work, talent, and drive are below the surface, but luck plays a significant role. He emphasizes the importance of giving credit where it’s due and acknowledging the contributions of others.
      Mailbag Questions:
      Do You Believe in Ghosts?: Matt shares his thoughts on ghosts, explaining why he doesn’t believe in them and how he finds the idea more exciting than scary. Fuse Testing: Matt dives into his preferred methods for testing fuses, emphasizing the importance of using a test light with an incandescent bulb and checking for corrosion, especially in rust-prone areas. Loss Leaders in Business: Matt discusses the concept of loss leaders (e.g., free diagnostics, cheap oil changes) as a marketing strategy. He explores the pros and cons, including the risk of devaluing services and setting unrealistic customer expectations. Cell Phones in the Shop: Matt shares his perspective on allowing cell phones in the shop, acknowledging their utility as tools for diagnostics and service information but warning against distractions.
      Upcoming Events and Classes:
      Matt teases his upcoming classes, including a hands-on Pico training session with Scott Shot and a key class with Andrew Sexton. He highlights Tech Talks featuring Garrett Jacobson on HP Tuners as a diagnostic tool and Zeb Beard on diesel diagnostics.
      Key Takeaways:
      Behind-the-Scenes Stories: Matt’s passion for genuine, unfiltered insights into success and creativity shines through, whether discussing Blade Runner or the realities of running a business. The Importance of Evidence-Based Diagnostics: Matt emphasizes the value of using data and evidence to support recommendations, whether in diagnostics or business decisions. Balancing Loss Leaders and Profit: While loss leaders can be an effective marketing tool, they come with risks, including devaluing services and setting unrealistic customer expectations. Cell Phones as Tools, Not Distractions: In the shop, cell phones can be powerful diagnostic tools, but they must be used responsibly to avoid distractions.
      Memorable Quotes:
      "All those moments will be lost in time, like tears in the rain." – Matt reflecting on the Blade Runner monologue. "Luck plays an uncomfortably significant role in success, and people don’t like to hear it, but the data is overwhelming." "If you give away things, you start devaluing them." – On the risks of loss leaders. "Cell phones are step one in us slowly becoming more and more cybernetic."
      Call to Action:
      Check out the Aftermarket Radio Network for more shows on business, marketing, and communication. Attend Matt’s upcoming classes to learn more about diagnostics and tools like Pico and HP Tuners. Share your thoughts: Do you believe in ghosts? What’s your take on loss leaders? Let Matt know on social media or via email.
      Links and Resources:
      NAPA Auto Tech Training Aftermarket Radio Network Blade Runner (1982) – Watch the iconic "tears in rain" scene. HP Tuners – Explore this underutilized diagnostic tool.
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