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Second in Command – A COO/GM Perspective [THA 236]

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carmcapriotto

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https://www.youtube.com/watch?v=Y-zjdzSA3Wo&t=165s Chris Chagnon, GM and COO, Cardinal Plaza Shell, Springfield, VA Jack Curran, G & C Tire and Auto Service, since 1996 two locations, Chantilly and Manassas, VA David Huntley, GM/VP Greg’s Japanese Auto, 8 Locations in Greater Seattle, WA
Key Talking Points
  • COO/General manager is a day-to-day role, the CEO is focused on the future. Implementing CEO vision.
  • No shop is too small for a COO role
  • CEO letting go- stepping back from the day-to-day customer-facing tasks, accepting and trust between each other with clearly defined roles and responsibilities. The CEO needs to want the business to grow and have COO role. 
  • COO training- promote from within business who has the insights and initiative, training classes for COO, mentor, networking groups, coaching groups
  • COO challenges- manage the CEO and them keep on track and direct reports below you
  • COO strengths needed- Challenge COO and have different approaches without fear of being yelled at or retribution. The memory of ‘gold fish’ at times-let any negativity behind. Can’t be afraid to try new things. Stagnation kills businesses. Attention to detail- pay attention to the smallest things in business without being a micromanager. Adapt and make changes constantly. Continue to move employees forward with personal growth. Self-aware and constructive. Know the financials.
  • Make The Noise Go Away: The Power Of An Effective Second-In-Command  
  • A special thanks to Chris Chagnon, Jack Curran and David Huntley for their contribution to the aftermarket.
Facebook   Twitter  LinkedIn   Instagram  Youtube   Email   Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee  Shop-Ware-Call-To-Action-Graphic-v3.png 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

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      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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