Quantcast
Jump to content


Recommended Posts

Posted

This is from my book "Hey Look, I Found the Loose Nut"

 

I tried to cover every different aspect of customers and situations in my book... some, came out better than others. This one, is very special to me. This is a customer of mine that I will never forget or will never stop telling people about.

 

He's a soldier, he's a friend. Old Sarge.

 

Old Sarge

 

I met this great man through his son, who happened to be the driver of that Chevy van from the furniture store that was my very first customer. Sarge isn’t his real name, but that’s what I called him. He was a retired Marine Corps cook. I met him one day when he came in with a sick Cadillac.

 

The old Cadillac hardly had any power at all; just as slow and lazy as a snail. I was only in business for a few months, and didn’t know anybody. I didn’t have any work to speak of, so even though it wasn’t an electrical problem (as he originally thought), I jumped right in and found the problem. It was a clogged catalytic converter. Unbelievably, it wasn’t even welded in place. I could take off the clamps, and remove it without much hassle. Back then I didn’t have a lift to put the car in the air, so I had to do the whole job on the ground. Well, old Sarge just sat there and watched me do the whole thing. I think he was a little suspicious of this skinny little white kid who was hacking away at his car, but he patiently waited, being the good man he was. We got to talking about things, and it wasn’t long before he found out that I was also in Marine Corps. Now we had some common ground. We were buds for life, always cutting up with each other.

 

One hot August afternoon Sarge brought in one of his other cars to get some work done. I had the back door to the shop open, and Sarge steps outside for a little fresh air. I thought I could hear the guy crying or mumbling something, couldn’t tell which it was. I stuck my head around the corner, “Sarge, ah …. you ok, buddy?” I asked.

 

He proceeded to tell me how the house he grew up in was close by, before it became a shopping center. He talked about his dad and family, and how he hunted rabbits right where we were standing. It was during the Depression. Hard times, and things were scarce in those days. How his dad hid a pig in a pit, not too far from here. Where they kept the corn mash for making moon shine. I sat and listened to this hardened Marine tell me his life’s story that day, from his first car to how he ended up in the Corps. I didn’t answer the phone, or go up front to see if anyone came in. I just sat out there in that August heat, drenched in sweat, listening to this fella tell me his life story.

 

I’ll never forget that afternoon. I’ll also never forget how every time he came to my shop over the next 25 years he would sneak up on me, and yell in a drill instructor voice, “TEN HUT!” I would snap to attention just like a good Marine should. Sometimes, just to get a rise out of Sarge I would purposely hit my head on the hood of the car I was working on. He got a kick out of it every time.

 

Sarge passed away a couple years back. I still think about him now and then. I hope he’s up there hunting rabbits, or something. Maybe he’s guarding the gates like every Marine hopes to be doing when their time comes. Or, he could be just waiting there to try and surprise me with one more “TEN HUT” when I show up.

 

 

Sarge, I miss having you around the shop.

 

 



Posted

What can I say Gonzo. I love stuff like that. Thanks!

 

 

If there ever was a customer that I would never forget... it's Sarge.

He never had a dime in his pocket, he never drove the nicest or best cars... but... he had a heart of gold.

I look at it this way... if I was in a combat situation and needed someone to watch my back... I'd get Sarge.

and I'd do the same for him too.

 

Right after my book was published I called his son and told him to come down to my shop and that I had something for him. I gave him a copy of my book... he read the entire book cover to cover. Then he told me what he had done.

 

He went to his fathers grave sight and read the story "Old Sarge" to his father.... I was proud and humble at the same time... semper fi

Posted

What a moving story! This is what America is all about. "Old Sarge" and others like him is what make America the greatest nation in the world. Let us pray we never foget those people. My father was a Sergeant during WWII and I too was facinated with his stories. I started to compile his stories on paper so the memories I have will live on.

 

Gonzo, thanks again for bringing so much to ASO.

 

 

Anything I can do is a an honor. Joe, somehow we seem to think alike. Even though there are miles between us.

I'm glad to do what I can for ASO... and will continue to do so... thanx for your comments

  • Available Subscriptions

  • 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.
  • Similar Topics

    • By Transmission Repair

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Our world is rushing head first into an A.I. future and we want to encourage our listeners to remain vigilant in these exciting times, as there is some legitimate cause for concern with the changes brought by A.I. Technology.
      Joining us as our guest is Dan Vance from Shop Dog Marketing.
      Craig has known Dan for a few years now and it was at ASTA in 2023 that he first heard Dan Speak Up on the topic of AI to a group of shop-owners on the promise and peril of AI…and he saw Dan deliver a presentation on the topic again at the MARS marketing conference with the Institute for Business Excellence in (beautiful) Ogde, UT earlier this year.
      In this episode Dan acknowledges many of Craig's concerns regarding AI, while they both align on the actual benefits. 
      Craig states regularly that the last skill machines should ever be able to take from us is our ability to communicate interpersonally and … but in some areas - A.I. is far more capable of outperforming certain tasks.  While that is happening - there remains a disconnect between AI’s ability to generate data and present the data in a way that can produce more effective interactions with real people. 
      Our listeners who may share in Craig’s concerns will no doubt appreciate Dan’s calm and reassuring thoughts on the topic.  
      Watch the YouTube Video
      Topics include:  
      Early AI and Machine learning The concept of Human Capital. Authenticity as a new focus Communication tendency becoming less synchronous Efficiency vs. Authenticity and what we lose AI Strengths and practical uses Social Proof - and a word on Reviews and AI Google quality rater guidelines - EAT - Experience Authority and Trust
      Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters
      Thank You To Our Partners:
      The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
      AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
      AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!
      Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
      In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
      Contact Information
      Email Craig O'Neill: [email protected] Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thanks to our Partners, Shop Boss, and 360 Payments Rena Rennebohm from Empowered Advisor introduces the "Five C's of a Phone Call"—Comfort, Customer, Car, Conclusion, and Close—designed to help service advisors optimize phone interactions and increase conversion rates in the automotive service industry. She emphasizes the financial value of effective phone communication, noting that well-handled calls can greatly improve customer engagement and boost shop profitability. Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE. Show Notes: Watch Full Video Episode Comfort (00:00:26) Customer (00:01:09) Car (00:01:39) Conclusion (00:02:17) Close (00:03:53) Value of a Phone Call (00:04:36) Customer Experience Insights (00:05:50)
      Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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 -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/             Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Changing The Industry
      Quality Matters More Than Ever In Auto Parts #podcast #autorepairbusiness #automotivebusiness


  • Our Sponsors



×
×
  • Create New...