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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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Communicate Like a Pro: Tips and Mistakes with Craig O'Neill [E116] - The Auto Repair Marketing Podcast
By carmcapriotto

Today, we're excited to have a special guest with us, Craig O'Neill, a seasoned communication expert.
In this episode, we'll dive into Craig's unique approach to effective communication in the auto repair industry. We'll explore how he defines and measures communication success, the art of creating positive first impressions, and the crucial role of clear, transparent interactions in building client trust and retention.
We'll also discuss the impact of personalized communication, the importance of networking, and strategies for handling difficult conversations. Plus, Craig will share his insights on overcoming unexpected challenges in public speaking and his top-tier advice for shop owners looking to enhance their communication skills.
Tune in for a wealth of knowledge and practical tips that can transform how you communicate in your business.
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)
Speak Up! Effective Communication with Craig O’Neill Comfort Crisis: Embrace Discomfort to Reclaim Your Wild, Happy, Healthy Self by Michael Easter Scarcity Brain: Fix Your Craving Mindset and Rewire Your Habits to Thrive with Enough by Michael Easter Remarkable Results Toastmasters Club
How To Get In Touch With The Guest

Speak Up! Effective Communication with Craig O’Neill LinkedIn - https://www.linkedin.com/in/craigoneillaam/
Show Notes with Timestamps

Introduction to the Episode (00:00:01) The host welcomes listeners to episode 116 and introduces guest Craig O'Neill. Discussion on Communication (00:01:36) Craig and Kim explore the importance of communication and daily conversations. Inspiration from Fitness Influencers (00:02:47) Fitness enthusiast Joey Swole and discusses gym etiquette. Walking and Inspiration (00:03:10) Craig shares insights on walking as a source of inspiration and connection with his wife. Toastmasters Experience (00:04:18) Craig reflects on his five-year journey in Toastmasters and its impact on communication skills. Learning to Listen (00:05:11) The speakers discuss the importance of listening and how Toastmasters fosters this skill. Power of the Pause (00:09:17) They highlight the significance of pausing during conversations to enhance communication. Influential Authors (00:10:57) Craig talks about authors like Michael Easter and their impact on his communication journey. Turning 40 and Fitness Changes (00:12:26) Craig shares his new fitness regimen as he approaches his 40th birthday. The Comfort Crisis Book (00:14:11) Discussion on how the book “The Comfort Crisis” has influenced Craig’s perspective on health. The Importance of Influence (00:14:36) Craig discusses the amplification effect of networks and how individuals can inspire each other in unexpected ways. New Workout Regimen (00:15:56) Craig shares his new workout routine involving a rucksack, which he started on his 40th birthday. Reflecting on Podcast Hosting (00:18:09) Craig recounts his initial reaction when asked to host a podcast, feeling surprised and honored. The Essence of Good Communication (00:19:14) Kim highlights Craig's natural ability to communicate and connect with others easily. Listening vs. Hearing (00:23:18) Craig emphasizes the importance of genuinely listening to people to foster meaningful conversations. Communication Challenges in Family Business (00:26:36) Craig reflects on communication mistakes and challenges faced in their family business. The Spiral of Dysfunctional Communication (00:27:51) Craig discusses how anger and frustration can lead to a downward spiral in communication dynamics. The Importance of Connection (29:30) Discussion on how people often don't reach out for help and the importance of community. Facebook Group Dynamics (29:53) Kim shares her protective approach to managing their Facebook group and the excitement of welcoming new members. Influence of Dale Carnegie (30:34) Kim discusses the impact of "How to Win Friends and Influence People" on personal relationships and communication. Tips for Remembering Names (33:00) Craig shares strategies for helping others remember your name in networking situations. The Art of Introduction (35:30) The significance of introducing people and creating connections in networking events is highlighted. Navigating Hard Conversations (38:02) Kim shares her experience with difficult conversations and encourages others to engage in them for peace. Strategies for Effective Feedback (41:34) Craig discusses the importance of giving constructive feedback and the principles behind having hard conversations. The Challenge of Hard Conversations (42:59) Craig expresses his discomfort with hard conversations and the need for ongoing discussions about them. Crisis Management in Speaking (00:43:43) Discussion on handling unexpected crises while presenting and how it can alleviate nerves. Compartmentalizing Emotions (00:44:37) Kim shares her experience of compartmentalizing personal issues during a presentation for better focus. Unexpected Medical Situation (00:45:35) Brian's heart procedure causes a last-minute change in Kim's travel plans to Ogden, Utah. Transparency in Teaching (00:46:28) Kim emphasizes the importance of being open and vulnerable with the audience during her presentation. Inspiring Moments in Toastmasters (00:47:40) Craig praises Kim’s ability to connect with her audience and inspire them through her teaching. Handling Last-Minute Changes (00:49:05) Craig recounts stepping in to lead a session after his colleague had to leave unexpectedly. The Importance of Mentorship (00:50:10) Craig reflects on how mentorship shaped his speaking skills and prepared him for unexpected challenges. Impact of Communication Skills (00:51:42) Discussion on the significance of developing communication skills for personal and professional growth. Audience-Centric Approach (00:52:32) The speakers stress that effective communication is about focusing on the audience, not oneself. Respectful Communication (00:53:02) Craig shares a lesson from his mentor on dressing appropriately to show respect for the audience. Overcoming Speaking Anxiety (00:54:00) Kim narrates her experience of speaking after a famous singer and how she managed her nerves. The Power of Honesty (00:56:01) Kim discusses using honesty and transparency to connect with the audience and diffuse anxiety. Speed Round (00:56:36) A quick-fire segment where Kim and Craig answer fun questions about preferences and communication. Introduction to Speak Up (00:57:48) Craig promotes his new show on effective communication, highlighting its availability on the aftermarket radio network. Closing Remarks (00:58:02) Kim and Craig reflect on the enjoyable conversation, hinting at the potential for a longer discussion. Podcast Sign-Off (00:58:04) Kim thanks listeners for tuning in and promotes the Auto Repair Marketing Podcast. Show Recommendations (00:58:11) Kim shares information about other shows on the aftermarket radio network, including Craig’s new show, Speak Up. Final Thoughts (00:58:31) Listeners are encouraged to engage with the podcast and suggest topics for future discussions.
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
Tool Dealer Quid Pro Quo [E140] - Diagnosing the Aftermarket A to Z
By carmcapriotto

Thanks to our Partner, NAPA Autotech napaautotech.com
Matt Fanslow discusses the importance of forming relationships with tool truck dealers. He emphasizes the benefits of sharing information and knowledge, highlighting the potential for mutual support and collaboration within the automotive industry.
Show Notes
Interactions with Tool Dealers (00:01:08) Discussion on the visits by tool dealers and the challenges in communicating needs and preferences to them. Developing Relationships (00:02:15) Importance of developing relationships with tool dealers, outside salespeople, and distributors, emphasizing the need for networking and knowledge sharing. Challenges with Tool Offerings (00:03:37) Exploration of the limitations and challenges in the offerings of tool dealers, including the lack of awareness about alternative products. Quid Pro Quo in Information Sharing (00:05:03) Discussion on the concept of quid pro quo, where information sharing with tool dealers can lead to mutual benefits over time. Challenges Faced by Tool Dealers (00:06:14) Insight into the challenges faced by tool dealers in keeping up with product knowledge. Enhancing Relationships with Tool Dealers (00:13:04) Encouragement for forming strong relationships with tool dealers, emphasizing the mutual exchange of knowledge and support. Expanding Services and Product Offerings (00:16:01) Exploration of the potential for expanding services and product offerings, including high voltage gloves and technical tools, to support the evolving needs of automotive professionals. Symbiotic Relationship with Tool Dealers (00:17:19) Emphasis on the symbiotic relationship between automotive professionals and tool dealers, highlighting the mutual benefits of collaboration.
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
Episode 169 - Is OE Software Our Only Option? With Ben Johnson of Repairify
By Changing The Industry

Episode 169 - Is OE Software Our Only Option? With Ben Johnson of Repairify
Morning Huddles: Fueling Mighty Auto Pro’s Success Story [RR 961]
By carmcapriotto

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Hear from the team at Mighty Auto Pro as they discuss the pivotal role of morning huddles and meetings. The team shares their experiences on how these gatherings enhance daily workflow and help minimize unexpected challenges. Leigh Anne Best and Bill Hill, Mighty Auto Pro, Medina OH. Show Notes
Skylar's Morning Huddle (00:04:14) Skylar explains the morning huddle and its role in coordinating service work and workflow. Michael's Morning Huddle (00:09:32) Michael emphasizes the importance of the morning huddle in ensuring everyone is on the same page and minimizing surprises during the day. Josh's Morning Huddle (00:09:55) Josh discusses how morning huddles help in managing parts and workflow, and the interaction between customer service and technicians. David's Morning Huddle (00:11:58) David explains the purpose of the morning huddle in coordinating projects and ensuring everyone is on the same page. Training Hours and Meetings (00:13:19) Discussion about the training hours completed, the process of introducing new training seminars, and the importance of training in the automotive industry. Brian's Morning Huddle (00:14:54) Brian discusses the value of morning huddles in providing uniformity, team collaboration, and adaptability in planning the day's work. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR 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/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.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
Click to go to the Podcast on Remarkable Results Radio
Zero Sum and Pro Wrestling [E135] - Diagnosing the Aftermarket A to Z
By carmcapriotto

Matt Fanslow explores the concept of zero-sum games in life and business, emphasizing the importance of collaboration over competition. He uses professional wrestling as an analogy for teamwork, discusses the value of continuous training, and advocates for ethical business practices and the benefits of a supportive industry network.
Show Notes
Zero Sum Games (00:01:18) Professional Wrestling as an Example (00:03:59) NAPA Auto Tech Training Programs (00:07:45) Shifting Marketing Strategy (00:10:09) Raising Perceived Value (00:15:09) Creating a Zero-Sum Situation (00:19:59) Rising Tide Lifts All Boats (00:21:06)
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