Innovate or Stagnate

Look around. Listen up.

There are new developments happening across our industry every day. New technology. New tools. New ideas. New ways of solving problems.

But innovation isn’t just about buying the latest technology. It is about asking a better question:

How can we do what we do better?

Innovations in technology can improve our Specialists’ productivity and problem-solving abilities. They can improve the protocols and systems we use every day. And when we improve those things, we have an opportunity to create a better experience for our team and our clients.

My friend G Truglia says, “Educate or Evaporate.” I believe “Innovate or Stagnate” comes from the same place, just from a slightly different perspective.

In fact, the education part of G’s phrase lands squarely on my phrase. You can’t innovate if you aren’t willing to educate yourself.

You have to know what is changing before you can decide what should change in your business. And there are more opportunities to learn today than ever before.

We have conferences, video learning, on-site education, peer groups, podcasts, webinars and training for virtually every role in your business, including the CEO.

One of the hottest areas of training and development right now is the Client Advocate role. We are learning more about how communication, technology and systems can work together to create a better client experience.

Look at what is already happening.

AI phone-answering systems can help answer questions and book appointments. Automated scheduling can make it easier for clients to do business with you. Workflow tools can improve efficiency. Specialized diagnostic tools can help our Specialists solve increasingly complex problems.

Shop Management Systems and Digital Vehicle Inspection platforms continue to add new features and capabilities.

But here’s the question: Are you using them?

Are you taking advantage of the tools you already have? Are you exploring the new features and upgrades that could improve your company’s offering with your current software tools?

Are you recording client and prospect phone calls and reviewing them to discover what went well, where communication broke down, and where opportunities were missed? And have you taken the time to understand how AI can help you as a CEO, not just how it can affect the front counter or the shop floor?

Craig O’Neill is engaging a Verbal Inspection Protocol, or VIP, a team-based approach to automotive repairs that utilizes an inspector and a scribe (apprentice), especially for Digital Vehicle Inspections.

Is there a place for something like that in your business? Have you ever asked your clients if they would like the option to make an appointment online?

Have you asked them whether they would be comfortable using an AI phone system if it meant spending less time on hold and getting an appointment booked faster?

Those are not technology questions.

They are leadership questions.

Technology is simply a tool. The real question is whether we are willing to rethink the way we work.

I’ve had many opportunities over the last few years to speak with innovators across our industry about new technologies, systems, and approaches designed to improve the client experience while increasing speed, efficiency, and consistency.  And I keep coming back to the same thought:

There is a tremendous opportunity in front of us.

But opportunity requires curiosity. It requires research. It requires education.

And sometimes it requires being willing to admit that the way we’ve always done something may no longer be the best way.

Don’t make the excuse that you don’t have the time to investigate what’s changing. Because the shop owners who make the time to learn, experiment, and improve won’t simply be keeping up.

They’ll be creating what’s next.

Innovation doesn’t mean chasing every shiny new thing. It means staying curious enough to ask:

Is there a better way?

Then, educate yourself enough to find it. And having the courage to implement it.

Innovate or stagnate. The choice is yours.

Always remember: Listen to Learn Just One Thing… and Implement It!