Are you viewing your client and their car as one?
There are too many disruptions in the industry that drives big reasons to hold strong relations with your customer. Understanding your customer and their vehicle as ‘one life condition’ is the foundation of this Academy discussion.
Jeremy O’Neal, Greg Buckley and Jason Malo discuss the power of moving from transactional to ‘relationship holding values’.
They say future technology will minimize the number of calls that come in the shop, therefore, you cannot see the vehicle without seeing the customer. It must be personal.
There are plenty of cars to repair, and you must maximize your staff’s training and extract their intelligence to move your business to new heights and even into other markets. They conclude that the culture of the shop creates the clients.Listen and view episode notes
Let’s Do Some Math on the Foundations of a Million Dollar a Year Shop.
As a 36 years industry veteran and he’s been a business coach for the last 17 Scott Wheeler holds numerous ASE credentials and we jump into some extremely important topics of discussion that will have you engaged and shaking your head slowly up and down as you will relate to many of our key talking points.
Don’t shy away from the financial discussion. These are some of the most critical topics for a successful business. Life is a big math problem and we do some of it here.
From the tech shortage to learning leadership qualities and the extreme importance of good financial statements Scott Wheeler covers a broad range of important aftermarket subjects.Listen and view episode notes
Your Business Model Needs to Be Fluid and Flexible as Tech and Business Transformations Abound.
Brian Bates from Eagle Automotive in Littleton, CO is a multi-store operation where the strength of his business culture and leadership is based on firm values and integrity.
Brian points out that leaders are not born and being a great leader can be learned. Studying leadership is your most important role as a business owner. You must learn how to be a great leader. He’s built his business based the relationship he has with his team and how they function as an organization. He says, “Customers can feel that.”
An early adopter of Digital Vehicle Inspections a member of the NAPA advisory team and his local Business Development Group has helped influence his business success.Listen and view episode notes
Customer Avatar, Art Shows, Student Automotive STEM Classes are just a small part of this Unique Specialty Shop.
Patrick McHugh from Bimmer Rescue in Richmond, VA took a few twists and turns in his career before starting Bimmer Rescue. Patrick shares the unlikely evolution from jet pilot to shop owner.
He is a strong marketer and big thinker. From the days of working on the neighbor’s toasters to tinkering with a 1985 BMW Patrick’s path to service professional was paved with his love of how things worked.Listen and view episode notes
Are you taking care of your customers beyond their expectations?
The business culture at Shade Tree Automotive in Grimes, IA is the biggest factor for creating satisfied customers and team members. Owner, Clint Dudley has a brand-new building to service his customers. It was a team effort to design the building for top efficiencies.
This AAA Top Shop in Iowa has also been recognized with the 2016 Torch Award for Ethics from the US Chamber of Commerce. Clint is a disciplined goal setter and has taken his entire team to Vision in KC in March 2017.
He says hiring practices has made the difference in building his top team. Clint says we have a bright future and his new location has made him more convenient to his customer base. He doubled his tire sales in the last year.Listen and view episode notes
Be Honest, Speak from Your Heart, Always Be Authentic and Have the Highest Ethics. Your Business Will Boom!
John Francis from Francis Automotive in West Chester, PA has given of himself to further the industry. With support to ASE, ASA and AMi among others, John has helped steer the direction of the aftermarket in many volunteer positions.
He finds the time to be a part-time business coach, is excited about the 3rd generation of Francis’s to join his company, he ran in twenty marathons, and John figured out a long time ago that he needed to work on his business, not in it.
Another Legacy Leader Episode.Listen and view episode notes
Communications is the driving foundation of what meetings are about.
Many superior take-a-ways in this Academy lesson. If you are contemplating holding meetings or are holding them and you want to check in on other strategies, this is the perfect seminar.
Your team must know how important their presence is in a meeting. Meetings can help you innovate and stay in touch with the needs of your people and you can share the needs of the company.
Also, innovation requires you need to stick stuff up on the wall and meetings is a great place to make that happen. Always remember to never hog the meeting. Share the wealth. Everyone talks. Many different styles from a casual to formal agendas. Always remember the meeting is for your people.Listen and view episode notes
Is Your Customer Retention All About Your Integrity and Building a Trusting Relationship?
Dynamic husband and wife team, Brenda and Brent O’Neal, lead their team to ensure “The customer experience is the best it can be.” All roles must do their job to perfection. The team knows that they are not fixing cars and that their customer is the most important part of the business.
They believe that living in the same community as their business brings great value and recognition.
Brenda and Brent, who do not have a background in the automotive field, share where they get their new ideas, how to grow your own techs, their marketing strategy, and the extreme value they’ve received from hiring a business coach.Listen and view episode notes
Do You Expect Your Customers to be ‘Customers For Life?’
Tom Lambert from Shadetree Automotive in Layton, UT has a goal to keep customers for life. Everything done in the business and through marketing efforts works toward that goal.
Lambert can say this because he has built a company with a strong culture of caring from a highly motivated, yet laid back team that loves to have fun.
The key to his success was hiring a business coach to bring the guidance he needed to see things from a different perspective. His organization is experiencing 10% growth each year and will top out at $2.5 M in revenue this year.Listen and view episode notes
What would you do differently if you knew you could never fire anyone?
Hiring the right team member continues the culture and team dynamic in your business. Hiring the wrong person can crash your culture and create friction in your team.
You need to hire slow and fire fast and hire for attitude, not aptitude; because we usually fire for attitude.
This team of aftermarket professionals brings their experience along with great advice on how to hire smart and for the long term.Listen and view episode notes
Are your Performance Reviews Creating the Best Behaviors from Your Team?
Performance reviews for many business owners never get done. There are many reasons why not and this episode tackles them head on and the best way to get them done.
There is great wisdom from the Academy panel like the review starts at the interview, that reviews need to be used to create personal performance goals, reviews is a formal way to be sure accountability sticks, and your core values are the key points to apply all behavior against.
There are over 20 key talking points that will help you in your process or get you started on the right path. The panel agrees that becoming a better leader will be key to using performance reviews to grow your business culture with performance reviewsListen and view episode notes
Are Your Succession Plans Solid? Are You Ready To Leave Your Business To The Next Generation?
Bob Ward from Wardden LLC and former shop owner Russel Andrew bring a few building blocks of succession to the Academy. The message is strong: you need to start NOW to plan on getting your business to succeed without you.
Seventy percent of business owners in the next 20 years will depart their business in many different ways if there is no planning. They must nurture and retain their key leaders and motivate them.
Owners struggle emotionally about leaving their business; because they started with nothing and there is a big attachment to their successes over the years. Owners must think about the joy of leaving their business and seeing their legacy to continue.Listen and view episode notes
Industry outsider used his business acumen and detailed, process-based, management philosophy to grow his business.
Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007.
Recognized with multiple industry and business awards, Brian Sump is an entrepreneur who runs six different organizations and he explains why you need to network-up and network-down.
This industry awarded shop owner brings his wisdom to the premier aftermarket podcast.Listen and view episode notes
Is the Transparency of The Internet Forcing The Service Professional To Change How Business Is Done?
Rick White is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He is an AMi approved trainer, an ASA committee member and an established industry writer for many top magazines.
Rick brings an enlightening view of leadership, communication, the sales process and shares the four responsibilities of a shop owner.
Rick also talks about the transparency of the internet and challenges a new way to do business because of the universal availability of information. He says we must bring insights to our customer because they are in need of our expertise. He also shares his view on where parts gross margins need to go in the age of the transparent internet.Listen and view episode notes
Why Great Quality Controls Matters for Customer Retention and Shop Reputation.
A top lesson from three aftermarket colleagues who understand the value and need for a great quality control process. They leave no doubt why you need to adopt and improve your quality controls.
Tough love discussion that covers the importance of measuring your QC to help reduce mistakes (we are human we all make them) and how QC brings accountability to your overall processes. Investing in your QC program is as good as getting a five start on-line review. If you don’t you may be wiping up a two-star review.
Most shops do a great job fixing cars. That is not good enough anymore. Many more great take-a-ways that will fill up a yellow pad.Listen and view episode notes