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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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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
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Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters
Thank You To Our Partners:
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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/
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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/
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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 delves into enhancing customer experience in the auto repair industry. He underscores that many customers have never encountered exceptional service, presenting a unique opportunity for shops to stand out. Chris shares practical tips for creating memorable interactions, emphasizing communication, trust, and personal connections. He advises making every touchpoint memorable, under-promising and over-delivering, and building trust through transparency.

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Chris also emphasizes the power of personal connections. He encourages shop owners to take the time to get to know their customers, remembering their names, preferences, and previous interactions. This personalized approach can make customers feel valued and appreciated, fostering loyalty and repeat business.

In addition to these interpersonal strategies, Chris discusses the importance of creating a comfortable and welcoming shop environment. He suggests investing in a clean, well-organized waiting area with amenities such as Wi-Fi, refreshments, and reading materials. A pleasant atmosphere can make the wait time more enjoyable and leave a lasting positive impression.

Sponsored by Shop Marketing Pros, the episode highlights the importance of marketing in attracting and retaining customers. Chris advises shop owners to leverage digital marketing tools, such as social media and email campaigns, to showcase their exceptional service and engage with their audience. He also recommends soliciting and showcasing customer reviews and testimonials to build credibility and trust.

The episode concludes with Chris encouraging shop owners to transform their services into unforgettable experiences. He reminds them that in an industry where exceptional service is rare, going above and beyond can set their shop apart from the competition. By focusing on communication, trust, personal connections, and a welcoming environment, auto repair shops can create loyal customers who return time and time again.

Introduction to Supercharging Your Auto Repair Business (00:00:05)
Coach Chris Cotton introduces the podcast and its focus on enhancing auto repair business strategies.
The Concept of Customer Experience (00:01:01)
Discussing the importance of customer experience in retaining clients and outshining competitors.
Understanding Customer Loyalty (00:02:10)
Exploring reasons why some customers remain loyal despite poor service and the impact of experience.
The Customer Experience Gap (00:03:10)
Highlighting the difference between basic service and exceptional customer experience in auto repair.
Making Touchpoints Memorable (00:04:11)
Tips on ensuring every interaction with customers is professional and positive.
The Importance of Communication (00:05:25)
Emphasizing clear and consistent communication to reduce customer frustrations and build trust.
Under-Promise and Over-Deliver (00:05:25)
Encouraging shops to exceed customer expectations with timely service and added touches.
Building Trust through Transparency (00:06:30)
Discussing the significance of honesty and transparency in auto repair to foster customer trust.
Creating Personal Connections (00:06:30)
Strategies for personalizing service to enhance customer loyalty and satisfaction.
The Competitive Advantage of Experience (00:07:35)
Explaining how superior customer experience can be a shop's strongest competitive edge.
Conclusion and Call to Action (00:07:35)
Encouraging listeners to focus on creating unforgettable customer experiences to crush the competition.

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