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How Dating and Running a Shop Are Very Similar [E125] - Diagnosing the Aftermarket A to Z

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carmcapriotto

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Matt Fanslow explores the analogy between running a repair shop and the world of dating. He shares insights on first impressions, trust-building, and the value of substance over style in both customer relationships and shop management. Matt emphasizes the need for repair shops to maintain high standards of service and to view customer feedback as opportunities for growth.

Show Notes

  • Dating in Modern Times (00:01:15) Comparison of modern dating to historical dating and personal experiences with initial interactions.
  • Physical Attractiveness and Shop Appearance (00:02:25) Reflections on interactions with physically attractive individuals, similar to the importance of a shop's appearance.
  • Importance of Customer Reviews (00:04:54) Discussion on the significance of customer reviews, the impact of negative reviews, and the importance of backing up a shop's exterior with quality service.
  • NAPA Auto Tech Training Sponsorship (00:11:34) Information about NAPA Auto Tech Training and its benefits for technicians and shop profitability.
  • Constant Improvement in Customer and Employee Interactions (00:13:42) Emphasis on the importance of constant improvement in customer interactions and the parallels with employee relationships.
  • Long-Term Relationships and Continued Accreditation (00:17:06) Discussion on the importance of continued accreditation and constant improvement to maintain long-term relationships with customers and employees.
  • Shop Relationship Parallels (00:18:13) Drawing parallels between shop hiring and dating, emphasizing the importance of attracting and maintaining long-term relationships with employees.
  • Attracting Talent (00:19:16) Encouraging self-reflection on what attracts and separates a shop from competitors, and the importance of perpetuating long-term relationships with employees.
  • Promoting Training (00:20:20) Advocating for the importance of training.

 

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?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's 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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