Posts Tagged ‘Business Culture’

RR 320: Kathleen Jarosik from Xpertech Auto Repair

Trial By Fire Was the Pathway and Learning Curve for This Shop Owner.

Once Kathleen Jarosik from Xpertech Auto Repair in Englewood, FL bought the business from her former husband she went from the background to the foreground of the business. Trial by fire was the norm.

Her story is one of renaissance as she knew there was a better way. Working with her business coach, industry colleagues and association members, Kathleen started her turn around. She is actually doing what she loves to do most for the business.

Kathleen is not without her challenges, but she sees great light ahead and hopes one day to be an industry coach. She wants to help people and give back to the industry. She’s worked hard to build the reputation of the shop and create a positive culture for her team and an environment that her customers feel comfortable in.

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THA 063: Making Business Partnerships Work

The Qualities of a Good Partnership or How to Make Partnerships Work.

Partners and brothers Vinnie and Anthony Lucido from CoAuto, Community Conscious Car Care in Reno, NV and partners Shawn Kline and Jeremy Austrum from Next Generation Auto in Baldwin, WI., share how they make their partnership work.

They share advantages and disadvantages of having a partner, the role of each partner, and the qualities of a partnership. They say that knowing each other’s communication style or DISC respects each other’s way of getting and sharing information

These partners believe that their business coach has improved the partnership. These partners also share the pitfalls or challenges that can creep into a partnership. You’ll also hear about buy-sell agreements, life insurance and work-life balance.

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THA 062: Come Backs – Prevention, Reputation and the Cost

The Dreaded Come Back: The Keys To Prevention.

Comeback prevention starts at the front door. It is all about communication. Writing enough information to the technician the better he/she can handle the diagnosis.

To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much. Quality, not quota, is the strategy you need to adopt to reduce comebacks. You should always be looking to improve. Your processes will drive a well-managed quality program.

The quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed. Tracking every comeback is a necessity if you are going to reduce your comebacks.

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THA 058: How to Become the Employer of Choice

How to Become the Employer of Choice.

Join Ryan Clo from Dubwerx in Cincinnati, Dwayne Myers from Dynamic Automotive in Frederick, MD and the Director of Training at RLO, Barry Barrett.

You have an opportunity to listen to three of your aftermarket colleagues who will share their perspective on becoming the employer of choice. We opened up some great thinking pathways to help you create and improve your position in the marketplace when it come to attacking and keeping great talent.

We talk the extreme importance of creating and having a great business culture, career ladders, putting your people front and center in your business, pay, reputation and so much more.

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THA 056: Your Ideal Customer – Defining Your Avatar

Your Idea Customer – Defining Your Avatar

Knowing your ideal customer is an important part of very successful businesses and helps define who you want as your customer. Commonly called your customer avatar, or your cardboard cut-out you are defining a customer that trusts you and are advocates for you.
These customers are least likely to stray are most likely to recommend you, because they are also advocates. You must talk to your ideal customer and find out what makes them tick.

In this episode find out the many ways you can connect with your avatar, a recommendation on how to get started and who to involve inside your company to help define who is your ideal customer. Hear from Ron Inchausti Coast Motor Werks in Irvine, CA, a multi-shop owner, Brian Weeks from [atc] Auto Center, a 3rd generation multi-shop owners from Augusta, GA and Patrick McHugh from Bimmer Rescue in Richmond, VA.

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RR 302: Lisa and Kevin Eckler

Never Too Late to Get a Business Coach to Help Put the Business on the Right Path.

This interview is for anyone who started a business and took time to discover that their talent as a top technician didn’t help when it came to run a business. Lisa and Kevin Eckler from Foreign Car Specialists in Poughkeepsie, NY bring you a very raw and transparent story of their business evolution.

Kevin shared his story so that you will benefit. His business acumen wasn’t as good as his talent as a technician. He gives great advice to anyone who is struggling to make money.

Lisa is new to the business and they married four years ago. They took their blended family and business struggles head-on. Their story is fit for the ages and I know many can relate to the challenges they’ve overcome. 

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RR 301: Matt Purselle from Revolution

Treat every customer like you would your mother.

Matt Pursell the guy with the bow tie owns Revolution in Decatur, GA. As a Mercedes Benz and smart specialty shop his customers expect a level of service indicative of the brand of car they drive. Matt shares how they deliver exceptional customer service. The growth rate in the business is 10% with no advertising budget for new customers and referrals has driven his success.

Matt also stands out as a differentiator in other ways. Imagine if you will it is July and you are a customer, you just may go home with a vegetable right from the Revolution garden. How cool is that? Matt explains they grow their customers like they grow their vegetables. His culture and customer service in his company is built upon this premise: Treat every customer like you would your mother.

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RR 298: Mark Roberts from Schertz Auto Service

Shop Owner and Serial Entrepreneur Shares His Business Story.

Mark Roberts of Schertz Auto Service in Schertz, TX tells his story when the entrepreneurial bug hit him; he was 15 years old. Mark shares his journey and outlook on life and business.

He’s getting ready for his second branch and has implemented a succession plan. He shares his very strong outlook on family and the family unit in his business.

Mark talks about his culture, his techs pay plan, work-life balance, how his DISC profile works so well with his manager and his philanthropy efforts. He’s set up a trust to invest back in community and people.

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THA 049: How to Sell Diagnostics

How To Sell Diagnostics at a Profit?

This is not an easy question to answer. Service professionals must be paid for their expertise because the cost of doing diagnostics is the most expensive service you have in your building.

It is time to move from diagnostics to testing and analyzing. Every shop needs to build a premium product around testing and analyzing. You need to be known as the ‘we can fix anything right the first time shop’. Your motto: “We have the best technicians.” Your shops testing and analyzing skills is the premium product you sell and are known for in your marketplace. No need to go anywhere else. We do the research, test, analyze and discover what is wrong. We present the solution then you decide.

Marketing this premium product requires a strong testing/analyzing process that both the service advisor and technician are totally in agreement with. The benefits allow the SA to confidently sell testing and analyzing.

The diagnostician knows that the SA will sell the value and benefits to the customer because the process dictates the work to be done. A very strong discussion and powerful take-a-ways that will arrest the black hole in your business of profitable diagnostic time.

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RR 289: Tony Adams from Weavers Auto Center

The Leadership Challenge

Tony Adams, Vice President of Operations at Weavers Auto Center in Shawnee, KS, has an inspiring story about change and leadership. Listening to stories like Tony’s, who have achieved success while toughing through challenges and learning from mistakes, can build strength in all who listen.

Tony admits to what all good leaders know; admit your mistakes, learn from them and move forward. It builds strong leadership. He shares his very transparent story. You’ll either relate to it or learn from it.

We all will experience a story like Tony’s at least once in our lives. Never stop learning and build a fire under your team to serve the customer.

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RR 287: Bill Haas – Millennials – How to Lead and Engage This Generation

Everything You Ever Wanted To Know About Hiring and Leading Millennials

Every twenty years or so a new generation of workers arrives. For many of us, we raised today’s Millennials or Generation Y. They are made up of the 22-40-year-old’s who number 79 million in the workforce; the largest segment.

If we are to seed our industry with youth and grow our own, we must look at the Millennial Generation. We must understand how to integrate them and nurture them into our workforce.

Each generation has its quirks. Gen Y is no different. Once you learn what moves and motivates them you’ll find it so much easier to accept and keep millennials motivated in your business culture. The lessons here works for all team members, but you’ll learn what really makes the Millennial tick and why they behave like they do.

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RR 286: Robert ‘Dutch’ Silverstein from A & M Auto Service

A Formula for Improving Reputation and Customer Trust

Robert ‘Dutch’ Silverstein has owned A & M for 19 years and is passionate about building customers for life. This episode has a strong continuing message of trust and integrity. If you have customers for life, Dutch’s story will solidify your strategy, if you don’t have customers for life, Dutch’s passion will help you understand how you can build a consumer into a customer and then into a client.

This episode showcases many powerful strategies, like customer education, the elimination of technician commissions, the important need to lift our industries image and reputation and that integrity and honesty is the only rule, if not he says, ‘Don’t Operate At All’.

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THA 046: Revving Up Your Business Culture | AMi Credit

Building a strong business culture can be one of the hardest things a business owner can do yet the most rewarding.

It is one of the key principles in the business that you cannot touch. It’s the soft stuff. For many, it is tough to get your hands around it. This academy panel does a great job explaining culture and shows you many ways to implement and lead it.

The power of a strong business culture can be one of your biggest differentiators as a business and a strong reason you attract top talent.

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RR 285: Ryan Blair – Blair Automotive

Super Growth rate of 40% Has Its Challenges to Expense Control and Cash Flow.

Ryan Blair of Blair Automotive is a highly honored Audi technician and worked at an Audi dealership for eight years before deciding to start his own Audi/VW specialty shop.

As an independent, he has brought a high level of differentiation and a better than dealer experience to his customer. His new location was a perfect ground zero for his increased sales.

We find Ryan with big growing pains and a huge scale up when he moved into his new 12 bay facility. He has no regrets to get the shop where it is and admits he stretched and has personally guaranteed his expansion. Ryan has the perfect outlook and is building a strong business long into the future.

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RR 278: Emerging Technology – How Will the Aftermarket Prepare – Service EDU @ AAPEX17

Trends, Current Issues and Outlooks On the Future of the Service Sector

Shop owner Ryan Clo, Trainer Dave Hobbs and Diagnostician Matt Fanslow share their perspectives on the opportunities and challenges that make up the dynamic and changing aftermarket.

Don’t miss the discussion on training, business models, technician pay, business culture, specialization, and the changing role of the shop owner.

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