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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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What It Means to Be the Best Shop in Town [E193] - Chris Cotton Weekly Blitz
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
**Podcast Episode Summary: The Weekly Blitz with Coach Chris Cotton**
In this engaging episode of "The Weekly Blitz," Coach Chris Cotton, a renowned auto repair business coach, delves into the essential elements that contribute to becoming the premier auto repair shop in your community. Coach Cotton begins by emphasizing the significance of establishing a culture of accountability within the workplace. He explains that when each team member takes responsibility for their actions and outcomes, it creates a foundation for success and continuous improvement.
Furthermore, Coach Cotton discusses the importance of fostering teamwork among employees. He suggests that a collaborative environment not only enhances efficiency and productivity but also boosts morale and job satisfaction. By encouraging open communication and mutual support, team members are more likely to work together towards common goals, ultimately benefiting the business as a whole.
Delivering an exceptional customer experience is another key focus of the episode. Coach Cotton points out that while having the latest tools and offering competitive prices are important, they are not the sole determinants of success. Instead, he argues that true excellence is achieved when every employee is committed to maintaining high standards and consistently exceeding customer expectations. This dedication to quality service helps build a strong reputation and encourages repeat business.
Coach Cotton also highlights the critical role of leadership in cultivating a positive and productive workplace culture. Effective leaders set the tone for the organization, modeling the behaviors and attitudes they wish to see in their team. By providing clear direction, support, and recognition, leaders can inspire their employees to strive for excellence in every aspect of their work.
Finally, Coach Cotton underscores the importance of building trust and loyalty with customers. He explains that every interaction with a customer is an opportunity to reinforce their confidence in the business. By consistently delivering on promises and addressing any concerns promptly and professionally, auto repair shops can establish long-lasting relationships with their clients, ensuring sustained success in a competitive market.

Introduction to the Episode (00:00:18)
Coach Chris Cotton introduces the podcast and its focus on supercharging auto repair businesses.
Podcast Recommendations (00:01:23)
Chris highlights other podcasts on the aftermarket radio network worth checking out.
Inspiration from Previous Episode (00:02:38)
Chris discusses insights gained from a previous episode with Cecil Bullard about being the best shop.
Creating a Culture of Accountability (00:03:56)
The importance of fostering accountability among employees to achieve the goal of being the best shop.
Defining the Best Shop (00:04:54)
Being the best shop is a commitment reflected in every operational aspect, not just tools or prices.
Employee Engagement and Culture (00:06:02)
The significance of a positive culture where employees thrive and contribute to customer experience.
The Role of Accountability (00:07:20)
Accountability is essential; employees must hold themselves to high standards for the shop's reputation.
Steps to Accountability (00:08:25)
Chris outlines practical steps for employees to demonstrate accountability in their roles.
Building a Standard of Excellence (00:09:31)
Establishing a standard of excellence leads to a desirable workplace and loyal customers.
Legacy of Excellence (00:10:29)
Being the best shop is about building a legacy and creating growth opportunities for employees.
Closing Remarks (00:11:33)
Chris thanks listeners and emphasizes the importance of a positive mindset in the auto repair business.

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
Transforming Customer Service with Insights from Great Books #podcast #autorepairbusiness
By Changing The Industry

Transforming Customer Service with Insights from Great Books #podcast #autorepairbusiness
The Great SMP Website Debacle [E128] - The Auto Repair Marketing Podcast
By carmcapriotto

In this episode, Brian Walker is joined by guest Hallie Wasinger to provide a behind-the-scenes look at how they tackled a major business challenge head-on. After two months of thinking everything was running smoothly, the team uncovered that website projects were falling behind and client communication had slipped. This significant issue required immediate action.
Hallie shares how she stepped in to take ownership, assessed each project, and led the team in establishing new, realistic launch dates. Together, Brian and Hallie discuss the importance of extreme ownership, providing structure, and delivering clear direction to get the team back on track. They also emphasize the value of staying calm when challenges arise, and the critical lesson that clients don’t expect perfection—they just want things made right.
If you’re navigating your own business challenges, this episode is packed with valuable insights and practical advice on leadership, integrity, and making tough decisions.
Tune in now to discover how to keep your business on course, even when it feels like everything is going wrong.
Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at
RepairPal.com/shops.
Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
How To Get In Touch With the Guest
Hallie Wasinger: https://www.linkedin.com/in/hallie-wasinger-411706161/
Show Notes with Time Stamps
Introduction to the Episode (00:00:10) Brian introduces the podcast and guest Hallie Wasinger, setting the stage for the discussion. The Great Website Debacle (00:01:30) Brian introduces the topic of the "great shop marketing pros website debacle" and thanks sponsors. Agency Environment Challenges (00:04:39) Hallie describes the intense pace of working in an agency, likening it to "drinking out of a firehose." Hiring Challenges (00:05:20) Brian discusses the difficulties in hiring a suitable web project manager for their fast-paced agency. Trusting Your Instincts (00:05:56) Brian emphasizes the importance of trusting your instincts when sensing something is wrong in a project. Communication Breakdowns (00:07:04) Hallie notes that the team started feeling something was off, leading to a breakdown in communication. Reality Check on Project Status (00:08:49) Brian reveals the shocking reality of multiple projects being behind schedule and lacking communication. Lessons on Accountability (00:09:45) Brian discusses the need to dig deeper when issues arise and not just take someone's word for it. Transition of Responsibilities (00:10:42) Hallie expresses her eagerness to take over the web team after the previous manager's departure. Implementing Systems and Processes (00:11:28) Hallie highlights her focus on creating systems to improve the web team's efficiency. Taking Ownership of Projects (00:13:14) Hallie shares her approach of taking extreme ownership and communicating directly with clients about project statuses. Setting Expectations (00:14:34) Discusses the importance of clear communication with clients regarding their website project timelines. Team Structure and Trust (00:15:30) Hallie emphasizes the need for structure and realistic timelines to gain team trust and improve workflow. Leadership Style Reflection (00:17:42) Brian shares his leadership approach, focusing on empowering team members without micromanaging. Addressing Sacred Cows (00:19:17) Discussion on the pitfalls of sticking to outdated processes and the necessity of flexibility in business. Identifying Challenges (00:20:46) Hallie reveals ongoing issues she discovered after taking over the web team, highlighting the need for transparency. Client Communication (00:23:33) Brian and Hallie discuss the importance of communicating issues and realistic expectations to clients effectively. Team Collaboration for Success (00:26:24) The team collaborates to meet new launch dates, demonstrating collective buy-in and commitment to improvement. Integrating Outside Help (00:27:13) Hallie explains how they ensured outside help adhered to their established processes and standards. Building Future Relationships (00:28:28) Discussion on the potential for hiring effective outside developers as part of the internal team in the future. Consulting Your Network (00:28:49) The importance of seeking advice from peers or coaches during business challenges. Recognizing Reality (00:29:30) Understanding that situations are often not as dire as they initially seem. Integrity as a Core Value (00:30:23) Emphasizing the necessity of integrity in resolving client issues. Difficult Client Conversations (00:31:02) Sharing experiences of tough conversations with clients and the importance of transparency. Reputation Management (00:32:13) Discussing how challenges can impact reputation and the importance of honest communication. Trust Through Transparency (00:33:18) Building trust with clients by showing both positive and negative reviews. Making It Right (00:35:09) The significance of ensuring clients feel satisfied after resolving issues. Humanizing Client Relations (00:36:09) Meeting clients in person can strengthen relationships and ease past tensions. Listening to Your Team (00:37:01) Encouraging open communication within the team to address concerns effectively. Trusting Leadership (00:37:50) The importance of team trust in leadership decisions and actions during challenges.
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
When Do You Take Time to Think? [E127] - The Auto Repair Marketing Podcast
By carmcapriotto

Looking to unlock the true potential of your business? Discover how taking time to think can reveal new opportunities, boost creativity, and tackle challenges head-on. Learn how clarity breaks can help you refine your vision, focus on what truly matters, and transform your marketing strategy for better results.
Get practical tips on clearing distractions, setting the right direction, and making the most of your time away from the daily grind. Ready to take your business to the next level?
Tune in now and see how a little time to think can make all the difference!
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love.
Lagniappe (Books, Links, Other Podcasts, etc)
https://shopmarketingpros.com/125
https://www.eosworldwide.com/blog/101893-eos-take-clarity-break - EOS Clarity Break

Clarity Break Starter Questions
Sometimes it is highly effective to have no plan, no questions while sometimes you need some starter questions to get your mind rolling (example questions below)
What would I do if I wasn’t afraid? Today, I am dreaming about…. What’s draining my energy right now? Who do you admire and why? What are they doing that you can do also? How do you practice caring for yourself? What are you most proud of? What can you de-clutter physically or emotionally today/this weekend? What are your self-affirmations? Make a list of statements to remind yourself who you are, what your talents/skills are, and what you believe about yourself.

Show Notes with Timestamps

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