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Recently, Matt and his wife, Danielle, embarked on a kitchen renovation journey. Danielle, like many customers, feared being taken advantage of during the process. These concerns may seem illogical to some, but the fear of not getting our money's worth is real and relatable.

While listening to Danielle's worries, Matt was reminded of the movie "My Fair Lady." The character is willing to pay a shilling to learn how to speak eloquently. While a shilling may be insignificant to some, it represents a significant portion of the character's financial worth. It's all about understanding what services or products mean to different individuals.

This extends to the automotive industry - empathy and understanding toward customers' financial situations is crucial. Clear communication and setting realistic expectations are key. As professionals, let's strive to not just under-promise and over-deliver, but align expectations with the actual outcome. 

Show Notes

  • Professionalism and the Kitchen Renovation (00:00:11) The topic of professionalism and shares his wife, Danielle, has anxiety and fear about their kitchen renovation project.
  • Issues with Cabinet Alignment (00:02:14) A gap in the cabinet alignment caused by the placement of the microwave and how they addressed the issue with the company.
  • Anxiety about the Garbage Receptacle (00:05:32) Danielle's worry about not receiving the garbage cans with the sliding garbage receptacle and her fear of not getting value for the money spent.
  • The shilling is a high percentage of her worth (00:08:51) Discussion about the value of a shilling to different individuals and the importance of understanding financial worth with reference to "My Fair Lady."
  • Setting realistic expectations in kitchen renovations and vehicle repairs (00:11:00) The importance of setting realistic expectations in both kitchen renovations and vehicle repairs, and the potential challenges that may arise.
  • Lack of Professionalism and Empathy (00:26:21) Exploring the importance of being empathetic towards customers and delivering a professional level of service.
  • Building Reputation and Demonstrating Quality (00:27:18) Highlighting the significance of small gestures, such as returning the vehicle in good condition, building a positive reputation, and demonstrating the quality of service provided.

 

Thanks to our Partner, NAPA Autotech napaautotech.com

 

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

Aftermarket Radio Network: https://aftermarketradionetwork.com/

 

Click to go to the Podcast on Remarkable Results Radio

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  • Have you checked out Joe's Latest Blog?

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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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