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By Joe Marconi in Joe's Blog0 commentsIt 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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By carmcapriotto
Thanks to our Partner, NAPA Autotech
Matt Fanslow explores social constructs, relationships, and game theory. Inspired by a wedding he attended and a personal story about a friend dealing with infidelity, he highlights the importance of clear communication and expectations. He connects these themes to game theory, illustrating its relevance in both personal and professional interactions.
Show Notes
Economics with Dr. Joshua Rosenbloom [E038]: https://mattfanslow.captivate.fm/episode/038 Automotive Technician Suicide with Margaret Light [E049]: https://mattfanslow.captivate.fm/episode/049 Relationships 101 with Margaret Light [E058]: https://mattfanslow.captivate.fm/episode/058 Dating Isn't Emotional Rehab with Margaret Light [E081]: https://mattfanslow.captivate.fm/episode/081 Shame with Margaret Light [E103]: https://mattfanslow.captivate.fm/episode/103 Good Grief with Margaret Light [E116]: https://mattfanslow.captivate.fm/episode/116 Contemplating Game Theory (00:01:14) Matt reflects on his desire to discuss game theory, referencing a previous episode with an economist. Wedding Observations (00:02:27) Matt shares his experience attending a wedding and listening to the couple's vows. Social Constructs in Relationships (00:04:59) Matt discusses the social constructs couples create and their potential misunderstandings. Friend's Affair and Reflection (00:06:15) He reveals a friend's marital affair, prompting thoughts on social constructs and personal experiences. Expectations and Social Constructs (00:07:42) Matt explains how social constructs shape behavior and expectations in relationships. Game Theory Basics (00:09:59) He introduces game theory, linking it to social interactions and relationships. Defining Game Requirements (00:12:15) Matt outlines the requirements for a game, including players, rules, and payoffs. Social Constructs and Expectations (00:14:52) He emphasizes the importance of understanding and communicating expectations in relationships. Impact of Broken Rules (00:16:08) Matt discusses the consequences of unspoken rules being broken in relationships and service experiences. Inspiration from Experiences (00:18:34) He encourages listeners to draw inspiration from experiences in both personal and professional contexts. Setting Expectations (00:20:56) Importance of clear communication about processes and customer expectations in automotive services. Building Trust (00:22:05) Establishing trust through consistent service, transparency about costs, and addressing customer concerns. Concepts of Game Theory (00:23:16) Overview of game theory's relevance to relationships and social constructs, emphasizing common sense applications.
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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By carmcapriotto
Join Brian Walker in this thought-provoking episode of the Auto Repair Marketing Podcast as he delves into the controversial philosophy of "just say yes" in the auto repair industry.
Brian explores how this approach can influence your marketing efforts, customer service, and overall shop success.
He shares real-life examples of missed opportunities, highlighting the importance of proper service advisor training and the need to always look for ways to turn a "no" into a positive response.
Tune in to gain valuable insights on optimizing your shop's phone interactions and maximizing your marketing investments.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Lagniappe (Books, Links, Other Podcasts, etc)
Episode 106: shopmarketingpros.com/106
Empower Your Advisor : https://empoweryouradvisor.com/
Episode 2: Brian's Euro shop : https://shopmarketingpros.com/kim-and-brian-tell-their-story/
Episode 45: phone skills with Cecil Bullard:
https://shopmarketingpros.com/ep-45-phone-skills-amplify-your-marketing-with-cecil-bullard/
Show Notes with Timestamps
Introduction to "Just Say Yes" (00:00:10) Brian introduces the concept of "just say yes" in auto repair marketing. Philosophy Overview (00:01:18) Discussion on the philosophy of getting cars into shops, regardless of capacity or customer interest. The Divide in the Industry (00:02:12) Explains the polarizing nature of the "just say yes" philosophy among auto repair shops. Marketer's Perspective (00:02:12) Brian shares his insights as a marketer and the importance of customer engagement. Stressful Nature of Service Advisor Role (00:03:13) Highlights the stress faced by service advisors and its impact on customer interactions. Service Advisor Training Importance (00:04:20) Discusses the necessity of proper training for service advisors to improve customer retention. Examples of Missed Opportunities (00:05:17) Shares anecdotes illustrating how service advisors discourage potential customers. Case Study: Diesel Engine Inquiry (00:06:22) Describes a call where a service advisor prematurely dismissed a customer’s request. Flat Tire Assistance Example (00:07:24) Discusses a missed opportunity to create customer loyalty through service. Air Conditioning Inquiry Mismanagement (00:08:23) Highlights a situation where a service advisor refused service based on engine type. Timing Belt Refusal (00:09:24) Details a call where a service advisor rejected a customer based on vehicle age. RepairPal Sponsorship Mention (00:10:19) Introduces RepairPal as a resource for connecting shops with new customers. Frustration with Service Advisors (00:11:25) Expresses frustration over service advisors frequently telling potential customers "no." Misunderstanding Customer Needs (00:12:17) Discusses the importance of understanding customer queries beyond their initial questions. Radiator Inquiry Example (00:13:16) Describes a call where a service advisor failed to explore the customer's actual needs. Exhaust Repair Refusal (00:14:12) Shares an example of a service advisor not offering solutions for exhaust repairs. Training for Service Advisors (00:15:12) Importance of service advisor training and understanding good phone skills for effective customer engagement. Turning No into Yes Examples (00:16:23) Brian shares practical examples of converting customer inquiries from no to yes during phone interactions. The Philosophy of Saying Yes (00:17:23) Discussion on the positive implications of saying yes, while maintaining integrity and customer trust. Value of Marketing with Yes (00:18:23) Emphasizing that looking for ways to say yes enhances marketing effectiveness and customer satisfaction. Closing Remarks and Thank You (00:19:08) Brian thanks listeners and sponsors, encouraging engagement with the podcast and its content.
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
In this episode of "The Weekly Blitz," Coach Chris Cotton from Auto Fix Auto Shop Coaching introduces the "131 Rule," a strategic framework designed to empower auto repair shop employees to become proactive problem solvers. The rule encourages staff to identify one challenge, propose three potential solutions, and recommend the best option among them. This approach not only fosters a culture of critical thinking and independence but also significantly enhances decision-making and customer service within the shop. By implementing the "131 Rule," employees are trained to take ownership of issues, analyze various solutions, and make informed decisions that benefit both the business and its customers.
Additionally, the episode delves into the broader implications of adopting such a strategy, including increased employee engagement, improved operational efficiency, and a more collaborative work environment. Coach Chris Cotton shares real-life examples and success stories from shops that have successfully integrated the "131 Rule" into their daily operations, illustrating the tangible benefits of this approach.
The episode also highlights other insightful podcasts available on the Aftermarket Radio Network, providing listeners with a wealth of resources to further enhance their knowledge and skills in the automotive repair industry. Furthermore, it promotes Shop Marketing Pros, the episode's sponsor, emphasizing their role in helping auto repair shops grow their businesses through effective marketing strategies.
Listeners are encouraged to tune in to "The Weekly Blitz" for more expert advice and practical tips from industry leaders like Coach Chris Cotton, ensuring they stay ahead in the ever-evolving world of auto repair.
Introduction to Supercharging Your Auto Repair Business (00:00:03)
Coach Chris Cotton introduces the podcast and its purpose for auto repair shop owners.
Promotion of Other Podcasts (00:00:45)
Encouragement to check out other podcasts on the Aftermarket Radio Network, including a new podcaster, Craig O'Neill.
Sponsor Acknowledgment (00:01:02)
Coach Cotton thanks Shop Marketing Pros for sponsoring the episode and highlights their unique marketing strategies.
Introduction to the 131 Rule (00:01:32)
Discussion on the need for employees to become problem solvers, introducing the concept of the 131 Rule.
Explanation of the 131 Rule (00:02:13)
Details on how the 131 Rule encourages critical thinking and solution development among employees.
Importance of the 131 Rule (00:03:32)
Explains how the 131 Rule shifts problem-solving responsibility to the team, fostering innovation and efficiency.
Implementation Steps for the 131 Rule (00:04:38)
Practical steps on how to communicate and train the team on applying the 131 Rule effectively.
Creating a Supportive Environment (00:05:49)
Emphasizes the importance of cultivating a culture that values independent thinking and celebrates successes.
Benefits of the 131 Rule for Owners (00:06:38)
Discusses how the 131 Rule reduces stress for owners and enhances decision-making efficiency.
Benefits for Employees and Business (00:06:49)
Improved employee skills and customer service through the implementation of the 131 Rule.
Real-World Application of the 131 Rule (00:07:13)
Encourages sharing real-life examples and role-playing scenarios to teach the 131 Rule effectively.
Overcoming Challenges (00:07:49)
Identifies common obstacles to implementing the 131 Rule and strategies to overcome them.
Final Encouragement to Implement the 131 Rule (00:08:23)
A call to action for shop owners to start using the 131 Rule to empower their teams.
Introduction of the "131 Rule" for auto repair shop employees.
Components of the 131 Rule: identifying challenges, outlining solutions, and making recommendations.
Importance of empowering employees to take initiative in problem-solving.
Benefits of the 131 Rule for owners, employees, and overall business efficiency.
Steps for implementing the 131 Rule in an auto repair shop.
Creating a supportive environment that encourages independent thinking.
Strategies for celebrating successes and providing constructive feedback.
Real-world applications and training methods for the 131 Rule.
Challenges in implementing the 131 Rule, including resistance to change.
Overall impact of the 131 Rule on customer service and satisfaction in the auto repair industry.
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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By carmcapriotto
Join Kim, in this episode of the Auto Repair Marketing Podcast as she dives into the key responsibilities shop owners have when teaming up with professional marketers.
From the importance of honesty to the need for regular communication and thinking like a marketer, Kim outlines seven essential points to enhance your partnership and boost your business.
Discover how to lay a strong foundation for your marketing efforts and ensure your shop is ready for growth.
Don't miss these valuable insights and tips!
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Lagniappe (Books, Links, Other Podcasts, etc)
Simon Sinek - Start with Why Ted Talk : https://www.youtube.com/watch?v=u4ZoJKF_VuA
Podcast or Blog about “You’re Not Ready for Marketing” : https://shopmarketingpros.com/how-to-know-when-youre-not-ready-for-marketing/
Show Notes with Timestamps
Introduction and Sponsor Acknowledgment (00:00:01) Kim Walker introduces herself and thanks the sponsors for supporting the podcast. Responsibilities of Shop Owners (00:01:21) Discussion on the responsibilities of shop owners in their relationship with professional marketers. Importance of Kickoff Meetings (00:02:26) Emphasis on the significance of kickoff meetings and thorough preparation for effective marketing. Honesty in Communication (00:04:49) The necessity for shop owners to be completely honest about their business situation with marketers. Monthly Meetings with Marketers (00:06:06) Highlighting the importance of regular monthly meetings to maintain effective communication and collaboration. Thinking Like a Marketer (00:09:26) Encouragement for shop owners to adopt a marketer's mindset to enhance communication and information sharing. Feedback and Transparency (00:13:31) The importance of providing feedback and being transparent about any dissatisfaction with marketing efforts. Kickoff Meeting Excitement (00:17:00) Shop owners feel inspired during kickoff meetings but often revert to old habits afterward. Importance of Deliverables (00:18:06) Shop owners must fulfill promises like taking photos and videos to support marketing efforts. Responsibility in Marketing (00:19:04) Shop owners need to actively participate in marketing strategies to ensure effective collaboration. Fixing Shop Issues Before Marketing (00:20:05) Address internal shop problems before hiring a marketer to avoid compounding issues. Review Audit and Improvement (00:21:28) Conduct a review audit to identify recurring customer complaints that need resolution. Avoid Mediocre Marketing (00:22:40) Ensure your shop is not mediocre before investing in marketing to maximize effectiveness. Engagement and Community Involvement (00:23:38) Active participation in the industry and community is crucial for successful marketing partnerships. Join the Auto Repair Marketing Community (00:25:59) Encouragement to join the Facebook group for automotive repair marketing discussions and resources. Request for Reviews (00:27:03) Hosts encourage listeners to subscribe, rate, and review the podcast to enhance visibility.
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
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By Changing The Industry
[Reupload] Episode 175 - Navigating Ethical Dilemmas in the Auto Repair Industry with Dipesh Modi
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