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Robbie Bunch is a multi-tasker that is currently with Sav-Mor Automotive in Plano Tx & Owner\Operator of Platform Digital Marketing. He has been in the industry since 1992 in positions ranging from Tire Sales Manager to Consulting Trainer and Many in Between. Robbie is currently working in a remote capacity with Sav-Mor Automotive performing duties that include basic service writer responsibilities to consulting\training the Owner & General Manager on many different aspects of managing a successful shop from sales techniques to analyzing the P&L and correcting issues quickly in real time and anything else that comes up along the way, nothing is out of bounds. Additionally, he has separate responsibilities over the digital marketing efforts for the shop and other businesses as well which is his newest venture into learning and executing the latest digital marketing techniques in this ever-changing post 2020 atmosphere for not just auto repair shops but any local business. Robbie is excited about the possibilities of virtual\remote service writers to help repair shops meet their staffing needs with experienced front shop help on an “on-demand” basis which makes hitting your payroll goals much more manageable while still having the skilled help required when needed! Look for Robbie’s episodes HERE.

Key Talking Points: 

  • Virtual service advisor (VSA)Because of COVID more people are working remotely and it is widely accepted. 
  • Most businesses have 90% of the tools needed to have a VSA
  • Certain shops might have a short term need due to unforeseen circumstances- planned or sudden shortage 
  • Keeping the wrong person in business or letting someone go and being short-handed are both equally harmful 
  • VOIP (Voice over internet protocol) phone service- easy to set up and flexible to use
  • Phone calls can be recorded and referenced later as a training tool 
  • Supporting estimates- need some counter/customer/vehicle experience inside automotive business prior   
  • Selling service to customers 
  • Opportunity for retirees in the industry to work remotely  
  • Improving customer service with the added support 
  • Locally owned and operated business Change the phrasing of “Mom and Pop Store” to “Neighborhood Professional Service Center” 
  • Still have the local community feel without outsourcing overseas 
  • Future VSA business plan Robbie now has training and VSA background- working as VSA support member on the side. Also continues to work for his other business “Platform Digital Marketing.”
  • Robbie’s average ticket with shop he is VSA with is 4.5X the shop’s average but the gap is closing with the ability to record calls and listen later- learning comes from listening

Resources:

  • Thanks to Robbie Bunch 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.
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The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

 

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  • 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.
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