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In this Mastermind style podcast episode of the Aftermarket Radio Network's Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Neely, and John Long share their experiences investing in their teams' development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.

  • Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE
  • AJ Nealey, Nealey Auto and Tire 
    • 5 Locations, Edgewater, Deale, Owings, Pasadena and Rockville, MD
  • John Long, Total True Automotive
    • 3 Location MSO, Shertz, and New Branfels, TX 
  • Show Notes:
  • Experience of first-time attendees at Vision 2024 conference
  • Creating memorable experiences for customers
  • Investment in training and its impact on team loyalty and development
  • Personal and professional growth, challenges, and resilience
  • Intentional leadership and instilling core values in team members
  • Challenges and opportunities of business growth
  • Considerations and challenges of expanding from one automotive repair shop to multiple locations
  • Transition from one to two locations and the feelings and challenges associated with it
  • Impact of the pandemic on plans for expansion and the need for preparation
  • Acquiring new locations and ensuring a smooth transition for employees
  •  
  • TIME STAMPS

 

  • Matt Wagg's journey (00:00:39)
    • Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college.
  • AJ Neely's experience with the podcast (00:01:08)
    • AJ Neely discusses his experience with the podcast and his approach to business.
  • Earning customer loyalty (00:05:14)
    • The panel discusses the importance of earning customer loyalty and creating memorable experiences.
  • Creating a positive customer experience (00:07:08)
    • The panel talks about creating a positive customer experience and the importance of communication.
  • Unexpected extras for customers (00:10:13)
    • John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars.
  • Investment in training and loyalty (00:13:33)
    • AJ Neely and Matt Wagg discuss the investment in training and the impact on employee loyalty.
  • Significant others attending the conference (00:15:38)
    • Matt Wagg discusses bringing significant others to the conference as part of the training investment.
  • The impact of closing for training (00:15:46)
    • The positive impact of closing for training on staff and customer perception.
  • Empowering employees through training (00:16:45)
    • The importance of empowering employees through training and the impact on customer and employee satisfaction.
  • The importance of operational excellence (00:22:23)
    • The focus on operational excellence, cross-training, and creating a consistent guest experience.
  • Leadership and business growth challenges (00:26:12)
    • Challenges faced in leadership, business growth, and the need for personal and professional development.
  • Adapting to leadership role and business redefinition (00:28:02)
    • The need for redefining the role as a leader, making difficult choices, and redefining business operations.
  • Growth and future business plan (00:31:29)
    • Discussion on surpassing business plan goals, the need to plan for the future, and the desire to spread skills to the community.
  • The feeling of going from 1 to 2 (00:32:09)
    • Exploring the decision to expand from one to multiple stores and the passion and drive required.
  • Preparation and access to capital (00:32:37)
    • The importance of being ready with processes, systems, and access to capital before expanding to multiple locations.
  • Different approaches to expansion (00:34:23)
    • Considerations and challenges of different approaches to expanding, such as new build, brownfield, or acquisition.
  • Challenges and surprises in expansion (00:37:06)
    • Challenges faced in opening new locations, including marketing, demographics, and unexpected surprises.
  • Learning from mistakes and failures (00:39:53)
    • The importance of learning from mistakes and failures in the process of expanding and growing the business.
  • Adapting to different store cultures (00:42:42)
    • Understanding the differences in store cultures and leadership styles as businesses expand to multiple locations.


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: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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.

 

Click to go to the Podcast on Remarkable Results Radio

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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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      Introduction to the Episode (00:00:18)
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      Podcast Recommendations (00:01:23)
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      Inspiration from Previous Episode (00:02:38)
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      Steps to Accountability (00:08:25)
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      Legacy of Excellence (00:10:29)
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      Closing Remarks (00:11:33)
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      Connect with Chris:
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae


      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
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