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Coaches Mastermind: Bill Haas and Kent Bullard discuss performance reviews, benefit packages and succession. Succession planning in family businesses is often met with emotional complexities and practical challenges. However, with open communication, a willingness to learn from the past, and proper financial planning, these obstacles can be overcome. Kent Bullard, COO, The Institute. Listen to Kent’s other episodes HERE. Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE.

Show Notes:
  • Answering the Phone (00:00:43) Importance of answering calls, dealer service department comparison, missed opportunities.
  • Technology and Communication (00:01:54) Discussion on new technology, voicemail, and missed connections.
  • Training and Handling Calls (00:03:28) Importance of training staff to handle calls, voicemail setup, and staff hierarchy for call answering.
  • Role-specific Phone Training (00:05:37) Training different staff members to answer calls based on their roles, prioritizing customer service.
  • Customer Service and Workflow (00:08:10) Discussion on virtual service advisors, prioritizing customer relationships, and back-end workflow.
  • Handling Cost Estimates (00:12:11) Importance of having dedicated staff for cost estimates, focusing on customer service.
  • Reservation System (00:14:41) Discussion on the concept of reservations over appointments, and comparison with car dealership reservation systems.
  • Dealership Service Experience (00:16:13) Comparison of dealership service experience, emphasizing the importance of providing a better customer experience.
  • The importance of client experience (00:18:02) Discussion on the significance of client experience officer and revenue growth despite COVID.
  • Performance reviews and improvement discussions (00:18:58) Fear of holding people accountable and reframing performance reviews as improvement discussions.
  • Setting goals and targets for employees (00:20:01) Importance of setting goals and targets for employees to ensure clarity and success.
  • Quarterly one-on-one meetings (00:21:25) The value of regular one-on-one meetings with employees to build relationships and open communication.
  • Employee benefits and incentives (00:24:28) The importance of providing benefits, including PTO, retirement programs, and other incentives to attract and retain talent.
  • Succession planning and family involvement (00:31:26) Challenges and conversations around succession planning, especially involving family members in the business.
  • Learning from Past Generations (00:35:20) The impact of witnessing previous generational struggles on the decision-making process for succession planning.
  • Conflict and Communication (00:35:56) The necessity of conflict and open communication in changing ideas and thoughts for successful business succession.
  • Challenges of Taking Over (00:36:45) The challenges faced when taking over a family business with zero financial support.
  • Financial Responsibility (00:37:03) The impact of leaving a child with financial responsibility and debt after taking over a family business.
  • Importance of Planning (00:37:29) The importance of planning and the consequences of not having a solid financial plan for the future of the business.

Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter (X): https://twitter.com/RResultsBiz -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections         ARN-Website-Banner-July-2022-1200x400-1.

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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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