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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 nptrb
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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
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By DUFRESNES
Premium Member Content
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By Joe Marconi
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By carmcapriotto
Join Brian Walker in this thought-provoking episode of the Auto Repair Marketing Podcast as he delves into the controversial philosophy of "just say yes" in the auto repair industry.
Brian explores how this approach can influence your marketing efforts, customer service, and overall shop success.
He shares real-life examples of missed opportunities, highlighting the importance of proper service advisor training and the need to always look for ways to turn a "no" into a positive response.
Tune in to gain valuable insights on optimizing your shop's phone interactions and maximizing your marketing investments.
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)
Episode 106: shopmarketingpros.com/106
Empower Your Advisor : https://empoweryouradvisor.com/
Episode 2: Brian's Euro shop : https://shopmarketingpros.com/kim-and-brian-tell-their-story/
Episode 45: phone skills with Cecil Bullard:
https://shopmarketingpros.com/ep-45-phone-skills-amplify-your-marketing-with-cecil-bullard/
Show Notes with Timestamps
Introduction to "Just Say Yes" (00:00:10) Brian introduces the concept of "just say yes" in auto repair marketing. Philosophy Overview (00:01:18) Discussion on the philosophy of getting cars into shops, regardless of capacity or customer interest. The Divide in the Industry (00:02:12) Explains the polarizing nature of the "just say yes" philosophy among auto repair shops. Marketer's Perspective (00:02:12) Brian shares his insights as a marketer and the importance of customer engagement. Stressful Nature of Service Advisor Role (00:03:13) Highlights the stress faced by service advisors and its impact on customer interactions. Service Advisor Training Importance (00:04:20) Discusses the necessity of proper training for service advisors to improve customer retention. Examples of Missed Opportunities (00:05:17) Shares anecdotes illustrating how service advisors discourage potential customers. Case Study: Diesel Engine Inquiry (00:06:22) Describes a call where a service advisor prematurely dismissed a customer’s request. Flat Tire Assistance Example (00:07:24) Discusses a missed opportunity to create customer loyalty through service. Air Conditioning Inquiry Mismanagement (00:08:23) Highlights a situation where a service advisor refused service based on engine type. Timing Belt Refusal (00:09:24) Details a call where a service advisor rejected a customer based on vehicle age. RepairPal Sponsorship Mention (00:10:19) Introduces RepairPal as a resource for connecting shops with new customers. Frustration with Service Advisors (00:11:25) Expresses frustration over service advisors frequently telling potential customers "no." Misunderstanding Customer Needs (00:12:17) Discusses the importance of understanding customer queries beyond their initial questions. Radiator Inquiry Example (00:13:16) Describes a call where a service advisor failed to explore the customer's actual needs. Exhaust Repair Refusal (00:14:12) Shares an example of a service advisor not offering solutions for exhaust repairs. Training for Service Advisors (00:15:12) Importance of service advisor training and understanding good phone skills for effective customer engagement. Turning No into Yes Examples (00:16:23) Brian shares practical examples of converting customer inquiries from no to yes during phone interactions. The Philosophy of Saying Yes (00:17:23) Discussion on the positive implications of saying yes, while maintaining integrity and customer trust. Value of Marketing with Yes (00:18:23) Emphasizing that looking for ways to say yes enhances marketing effectiveness and customer satisfaction. Closing Remarks and Thank You (00:19:08) Brian thanks listeners and sponsors, encouraging engagement with the podcast and its content.
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
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