Never the Cheapest but the Best Value Shop – Travis Guy [RR 618]

Travis Guy co-owner of Yourba Linda Auto Service in Placentia, CA.

Key Talking Points:

• Both Travis and his brother Tim worked in hospitality business before joining family business- their dad never pressured them to come work for himStarted as bellman/front door at hotel at age 16, at 18 was valet
• Went to job fair and started working for Disney- learned valuable customer service skills (using whole hand when gesturing or directing customers instead of 1 finger, answering phone within 3 rings, smiling at customers and while using phone and behind mask)
• Travis, brother, mother and father all have ownership of business- grew up with very close family, family always comes first 
• Dad- overseer, behind the scenes bookkeeping tasks 
• Travis and brother run day to day operations of shop- Travis is “face” of company in front of shop, Tim is expert at the parts and directs back of shop
• Hired new technician from CraigslistPut money into ads on Indeed and Facebook- had same applications come through that weren’t the right fit for the business 
• ASCCA membershipTravis has become more involved in industry- more to industry than just his shop
• Camaraderie- more comfortable in business and in association 
• “Don’t need to have gray hair to be in ASCCA”
• Self inflicting wounds industry wideDeserve to get paid for your knowledge and the services you offer
• Technicians deserve to get paid what they’re worth 
• Be the change- top technician at Travis’ shop earns 6 figure income. Labor rate increased $50 when he came on board
• Handling price shoppers- “We’re not the cheapest. We will never be the cheapest. We are the best value.”
• Instead of being in competition with other shops consider supporting each other- joining networks and associations, share information, learn from each other and all be successful  
• Family employees and customers- what drives Travis to get up every morningFamily- helping family, working toward goals
• Employees- proud to keep them employed so they can support themselves and their family 
• Customers- they rely on shop and most importantly, they trust them

Resources:

• Thanks to Travis Guy for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
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