Part 2 of our labor rate discussion in the automotive aftermarket industry. Our panel emphasizes the importance of setting labor rates based on the shop’s own expenses and profitability, rather than comparing them to competitors. They also stress the need for regular labor rate increases and educating staff about the financial aspects of running a shop. They address fear and mindset issues that can affect labor rates and overall success. The episode provides valuable insights and advice for shop owners in effectively setting and managing their labor rates.
Our panel discusses the topic of language and terminology changes in the automotive aftermarket service industry. It’s important to use clear and professional language with employees and customers, as well as the significance of honesty and trust in communication. They also touch on the distinction between “technician” and “mechanic” and the need for ongoing training and teamwork. We hope that our discussion will inspire you to reflect on your own communication practices and make necessary improvements.
Carm Capriotto hosts a panel discussion on family businesses, specifically focusing on the challenges faced by sons of bosses (SOBs). Andrew Marcotte and Anthony Campanella share their experiences of working in their family businesses and the unique dynamics that come with it. They discuss the perception of nepotism and the importance of earning respect and value in their own right. They also discuss leadership development, work-life balance, communication, and succession planning in family businesses.
Nichole Bennecoff discusses the importance of customer experience in the automotive industry. Nicole shares her company’s focus on customer experience and introduces Taylor, a client success representative who manages communication between clients and the company. Taylor’s responsibilities include monitoring client communication, arranging loaner vehicles, supporting service advisors and providing excellent customer service. Nicole and Carm also touch on setting client expectations, appearance, and the importance of listening to service advisor calls.
“The art of asking the right questions: this approach, inspired by the Socratic method, helps uncover valuable insights and ensures a thorough understanding of situations. Authenticity is key in every interaction.”
Carm Capriotto introduces a panel to discuss the importance of listening to service advisor calls. Rena Rennebohm and Clint White are service advisor coaches, while Collin Ashin and Tyler Nichols are their clients. They discuss the benefits of reviewing recorded calls, such as identifying areas for improvement, enhancing problem-solving skills, creating a safe environment for feedback, the value of coaching, and the need for continuous improvement. Remember, the journey to self-improvement begins with a single step.
Carm Capriotto visits Scott Felser’s shop to showcase the renovations he made since the last visit. They discuss various changes, including adding a door to the parts room, implementing a four-day workweek, and upgrading facilities like a coffee bar and bathroom. They also highlight the overall design and decorations, with input from Scott’s wife, new security cameras, new phone system, the positive customer feedback, and Scott’s involvement in the “Brakes for Breasts” campaign.
Are you looking for ways to improve your customer relationships and drive business success? Bill Nalu and Stan Stokes discuss the importance of using data and information to enhance customer relationships and sales. They share their experiences with auditing phone calls and using personality assessments to identify areas for improvement. Tune in to learn practical advice for using data and information to improve your customer relationships and drive business success.
Chris Lum and Tom Ham discuss the benefits of using Slack as a productivity tool and how they use it in their businesses, including the ability to create different channels for different purposes, send attachments and documents, and customize notifications. Overall, Slack is seen as a valuable tool for improving communication and efficiency in the automotive industry.
Do you find it hard to create consistent routines that drive success? This episode discusses the importance of standard operating procedures (SOPs) and how they can help businesses achieve their goals. Our guests, Jaron Kleber, Chris Machado, and Nick Hively, discuss the positive impact of SOPs on creating a positive culture and improving the consistency of the customer experience. They also discuss the importance of engaging team members and getting their input when creating SOPs.
What are the challenges of making dispatch work in the automotive aftermarket industry? Our guests share their experiences with dispatch in their companies, emphasizing communication, flexibility, and teamwork. They also discuss the qualities of a good dispatcher and the need for policies and procedures in unexpected events. They stress the importance of simplifying technical information and building trust with customers. The episode concludes with a discussion of the interaction between dispatchers, customers, and technicians and the immense responsibility that comes with the job.
Learn how to improve your business and take it to the next level with these 21 tips and insights related to management, marketing, customer service, and personal growth. Our panel provides practical tips such as refreshing online photos, using referral programs, and creating a virtual tour of the shop. They also encourage humility, vulnerability, and continuous learning as essential tools for success in the automotive industry.
“The service advisor is the face of the brand and the first point of contact for customers.” Join our round table discussion as our panel shares their experiences and strategies of successful service advisors, highlighting the importance of communication skills, creating a positive customer experience, and building customer trust and rapport. It’s also essential to be an educator rather than a salesman and help customers understand how to maintain their vehicles to avoid breakdowns. The discussion also emphasizes the need for investment in service advisor training and development.
AJ Nealey, Jennifer Hulbert, and Carl Hutchinson discuss their experiences with implementing EOS (Entrepreneurial Operating System) in their businesses. They highlight the benefits of EOS, such as increased accountability, better communication, and improved productivity.
How do you create an amazing customer experience in your business? Guess what? No one is born with those skills, but your employees are can turn talent into a skill with proper training.
Dashboards are a valuable tool for businesses as they provide a quick and easy way to visualize and analyze key data and metrics in real time. Hear from two shop owners as they discuss how dashboards improve decision making, increase productivity, and enhance collaboration and accountability with your team.
Recession is the main topic for everyone as we enter into 2023, almost 3 years post-pandemic. The Aftermarket Radio Network has collaborated together to offer their forecast for the year. Consider this your ‘one stop podcast player’ to hear insights from an accountant, technician, business coach and marketing perspective. Together, we continue to Advance the Aftermarket.
Guest Host and Shop Tour with Bob Noriega, AutoWorks of Tampa, Tampa, FL.
How secure is your computer and internal network? Could it survive malware or a virus? For most of us, our system just runs and is out of sight, out of mind…until something happens. I’m with Tom Sciortino, a good friend and local shop owner in my hometown, and his business computer got hacked. Tom’s personal accounts were also hacked. He bought a couple of laptops he didn’t know about. Don’t let this happen to you; keep listening to find out how he discovered the hack and the changes he made to protect his network.Listen and view episode notes
How often do you have an outside perspective on your business to offer improvement ideas? What about 35 outside perspectives? Last month Brian Weeks hosted a team of shop owners from his peer group, from around the country, to dig deep into his business. Keep listening to find out what helpful tips and insights they offered and what they learned from each other.
remarkableresults.biz/a273Listen and view episode notes
How did you develop your hiring process? Did you learn from other colleagues? Did you look online? Do you make decisions based on your intuition? Do you cross your fingers and hope for the best because you are desperate to fill a position? It’s time to take proven methods and guidance with Maylan Newton’s book “The Joy of Hiring”. You’ll also hear from a shop owner that implemented the concepts from this book into her hiring routine. She says it has completely changed her process and improved her hiring skills.
remarkableresults.biz/e716Listen and view episode notes
How to Pass a Wage and Hour Audit from DOL [RR 704]
When was the last time you thought about your business being audited? The proverbial ‘Hi I’m from the government and I’m here to help!’ type of audit. Well, they are very real and we hear of stories and fines that get levied because we are not paying attention to specifically wage and hour laws. If you thought about it more often, you would be taking all the precautions to avoid penalties and fines. This episode is all about an audit and how to play by the rules. Don’t wait until the department of labor calls, take action to ensure your business is conforming to the law.
remarkableresults.biz/e704Listen and view episode notes
The Four Pillars of Marketing [RR 703]
This episode focuses on simplified marketing that will offer new ideas to try out and to bring focus to “thinking like the customer.” Make sure your business is making a splash and being noticed.
remarkableresults.biz/e703Listen and view episode notes
Yellow and Red Envelopes with Seth Thorson [RR 635]
In this episode multishop owner Seth Thorson, Eurotech Auto Repair, explains two important envelopes he has in his office. One is yellow and one is red and they contain key information if he unexpectedly was away from his business.
As shop owners you are constantly working on your business, but did you ever think about what would happen to it if you weren’t around? Where would someone find important passwords or contact information for sustaining your business? No one plans for accidents to happen but it’s important to prepare for the unexpected for your business’s survival, and for your family and employees.
The key talking points for this episode reside at remarkableresults.biz/e635Listen and view episode notes
CARES ACT and PPP Update with Hunt Demarest [THA 196]
I’m with Hunt Demarest CPA in this Payroll Protection Program or PPP update.
Hunt says that there is a document that says the deadline for PPP forgiveness is October 31, 2020. That is not true and Hunt explains. If you did get PPP funds there is a deadline to apply for forgiveness and he shares the timing on that. If you got an EIDL loan that must be paid back. Check with your banker or accountant. Don’t ignore it.
Hunt provides some tax consequence talk, but more importantly, you need to work with your banker, accountant or tax preparer to be sure you are compliant with the law i
Hunt is from Paar Mellis an accounting firm that exclusively works with aftermarket shop owners. Hunt has contributed in past episodes and he always offers great advice. Nothing in this episode is to be construed as gospel. You must do your own research and consult with your own professionals.
If you want the key talking points from this episode, they are already done for you. Go to the show page at remarkableresults.biz/a196.Listen and view episode notes
Assessments: Hire Engaged, and Productive Employees Who Find a Home [RR 572]
There is a need in supporting businesses in enhancing their organizational eco-system through it’s single most important asset… The PEOPLE! The lifeline of a healthy business culture can be done at the tip of your fingertips
My guests today are; Carlo Sabucco, Mark Simons, David & Bonnie Schedin. They will be enlightening us with the value and importance of assessments. Assessments can identify people who have the highest probability of being successful in a role and provide practical recommendations for maximizing their performance.
learn the importance of two different assessments and how hiring with this knowledge will help your businesses leverage and streamline your hiring process and find a great match to enhance your team
The key talking points and important links found at remarkableresults.biz/e572/Listen and view episode notes