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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 Joe Marconi
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By Joe Marconi
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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 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.
Chris begins by discussing the importance of first impressions. He suggests that the initial phone call or visit to the shop sets the tone for the entire customer experience. He recommends training staff to greet customers warmly, listen attentively to their concerns, and provide clear, concise information about the services offered. By doing so, shops can immediately establish a positive rapport with their clients.
Next, Chris highlights the significance of ongoing communication. He advises shop owners to keep customers informed throughout the repair process, providing updates on the status of their vehicle and any unexpected issues that arise. This proactive approach not only keeps customers in the loop but also demonstrates the shop's commitment to transparency and honesty.
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
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By carmcapriotto
In this episode, Carm Capriotto brings insights into the critical role of soft skills in the automotive industry. The discussion centers around the importance of communication, empathy, and active listening in fostering better customer relationships and enhancing team dynamics. Perfect for business owners, service advisors, and automotive professionals looking to elevate their operations. Prioritize the development of soft skills within your team, and watch as your business thrives in a more supportive and cohesive environment. Darrin Barney, President, Elite Worldwide, Barney Brother’s Off-Road and Repair, Grand Junction, CO. Darrin’s previous episodes HERE Rachel Spencer, Spencer’s Auto Repair, Krum Texas. Listen to her other episodes HERE Bill Snow, VP of Franchise Development and Operations, Rad Air. Listen to Bill’s previous episodes HERE Show Notes
Upcoming Events (00:02:35) Darrin shares details about the "Fly with the Eagles" training course and the "Ignite" event in Dallas. https://eliteworldwide.com/events/ Discussion on Soft Skills Gap (00:04:13) A gap in soft skills among students and the need for professional interaction training. Rachel on Communication (00:05:24) Rachel discusses various forms of communication and the importance of closing the expectation gap. Three-Second Rule (00:06:41) Darrin explains the "three-second rule" to improve listening and processing during conversations. Toastmasters and Public Speaking (00:09:23) Carm shares insights about Toastmasters and its benefits for improving communication skills. https://rrtm.toastmastersclubs.org/directions.html Empathy as a Soft Skill (00:10:07) Rachel defines empathy and its importance in effective communication and team dynamics. Sympathy vs. Empathy (00:11:25) Darrin contrasts sympathy and empathy, highlighting the need for understanding in service roles. Teaching Empathy (00:12:25) Rachel discusses modeling empathy for employees and children, emphasizing active listening. Fix My Ride Program (00:13:11) Rachel shares a program that fosters empathy by helping those unable to fix their cars. Empathy in Leadership (00:15:05) Bill discusses the importance of empathy in decision-making and its effects on team dynamics. Eye Contact as a Soft Skill (00:15:50) Darrin underscores the significance of maintaining eye contact in communication, especially in the digital age. The Uncomfortable Nature of Eye Contact (00:18:46) Discussion on the discomfort associated with maintaining eye contact in conversations. Generational Communication Differences (00:19:11) Exploration of how younger generations prefer texting over direct communication. Getting Comfortable with Discomfort (00:19:45) Encouragement to embrace discomfort for personal growth and better communication. Managing Phone Distractions (00:22:50) Discussion on the necessity of managing phone usage and distractions in educational settings. Understanding Personality Traits (00:25:05) Exploration of using DISC assessments to understand team members' communication styles. Communication Styles and Team Dynamics (00:29:40) Discussion on addressing communication deficiencies within teams through assessments. Empathy in Team Dynamics (00:30:44) Discussion on feeling disconnected within a team and the importance of being human and empathetic. Learning Conflict Resolution (00:33:35) Exploring how empathy and listening skills aid in resolving conflicts with customers. Implementing Soft Skills in Huddles (00:34:42) The suggestion to integrate soft skills discussions into regular team meetings for continuous learning. Coin System for Team Morale (00:36:10) Introducing a coin system to encourage team recognition and boost morale through peer acknowledgment. Setting an Example as Leaders (00:37:01) The importance of managers modeling empathy and positive behavior for their teams. Teaching Problem-Solving Skills (00:38:06) Emphasizing the need for employees to think critically and develop problem-solving skills. The Value of 'Think Time' (00:40:01) Discussing the significance of setting aside time for reflection and planning to enhance business growth. Empowering Employees (00:43:39) Encouraging leaders to empower their teams to make decisions and learn from mistakes.
Thanks to our Partner, NAPA TRACS 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/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/Connect with the Podcast: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -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 X: 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
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Aubrey Amborn, Director of Sales for Net Driven, discusses the evolving marketing landscape in the automotive industry. She emphasizes the necessity of a robust online presence, effective SEO, and diverse communication methods to meet changing consumer preferences. Aubrey highlights the importance of adapting to digital trends, noting that 87% of consumers prefer text communication. The discussion also covers the impact of online reviews and the need for businesses to engage with customers through various channels to remain competitive. Aubrey Amborn, Director of Sales, Net Driven Show Notes
Watch Full Video Episode The Shift from Traditional Marketing (00:02:37) Aubrey discusses the transition from word-of-mouth to online marketing strategies. Importance of Online Presence (00:03:52) Aubrey emphasizes that just having a website is no longer sufficient for businesses. Search Engine Optimization (SEO) (00:05:45) Aubrey explains the significance of SEO and its role in online visibility. Investment in Digital Marketing (00:07:40) Discussion on comparing digital marketing investments to physical store improvements. Website as an Online Destination (00:08:50) Aubrey describes the website as a crucial online destination for consumer engagement. Communication Preferences (00:11:11) Aubrey highlights the importance of providing various communication methods, especially text. Texting vs. Traditional Calls (00:14:11) Aubrey discusses the growing preference for texting over traditional phone calls. Pandemic's Impact on Online Growth (00:17:09) Aubrey reflects on how the pandemic accelerated the shift to online engagement. The Impact of Online Shopping (00:17:57) Discusses how consumers prefer online shopping and the influence of recommendations on their decisions. The Importance of Online Presence (00:18:58) Highlights the necessity for businesses to have a professional online presence to attract customers. Training for EV Vehicles (00:20:00) Details a training program for technicians on servicing hybrid and electric vehicles. Visual Reputation Matters (00:21:07) Explains how a business's appearance online affects consumer perceptions and decisions. Online Reviews as Modern Word of Mouth (00:21:50) Emphasizes the significance of online reviews in influencing consumer choices today. Handling Negative Reviews (00:23:05) Discusses the importance of addressing negative reviews transparently rather than trying to eliminate them. Consumer Expectations Post-Pandemic (00:25:30) Explores how consumer behavior and expectations have changed due to the pandemic. Adapting to Online Shopping Trends (00:26:47) Describes the challenges businesses face in keeping up with evolving online consumer behaviors. Building Customer Loyalty (00:27:54) Focuses on strategies to maintain customer loyalty in a competitive online environment. Understanding Different Customer Personas (00:32:27) Identifies three customer types and their unique shopping behaviors and preferences. Understanding Customer Personas (00:35:26) Discussion on different customer personas, focusing on tech-savvy individuals and millennials seeking convenience. Importance of Reviews and Reputation (00:36:17) Emphasis on the necessity for businesses to maintain a trustworthy online reputation to attract customers. Millennials and Convenience (00:37:03) Exploration of millennials' desire for immediate service and how businesses can earn their loyalty. Building Customer Relationships (00:38:15) The significance of personalized customer service to foster loyalty, even among less loyal millennials. Leveraging Customer Feedback (00:39:11) Using customer reviews as a tool for improvement and enhancing the overall customer experience. Adapting to E-commerce Trends (00:40:03) Discussion on the impact of e-commerce on brick-and-mortar businesses and the importance of online presence. Final Thoughts on Customer Engagement (00:41:05) Advice on maintaining loyal customers while welcoming new ones, emphasizing adaptability in business practices. Enhancing In-store Experience (00:42:20) Suggestions for using technology, like iPads, in shops to improve customer engagement and experience. Staying Ahead in the Digital World (00:43:46) The need for businesses to stay updated with digital trends to compete with larger chain stores.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care 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 -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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