Deferred Work: A Sales Growth Tactic [THA 354]
Join our panel as they discuss the use of deferred work as a sales growth tactic. They share their insights on the importance of effective communication, customer education, and creating a positive exit experience. They also highlight the role of CRM systems, DVI’s, and proactive maintenance. Remember, the key to success in selling deferred work lies in discipline, process, and repetition.
remarkableresults.biz/a354
Personal Development in Sales Training: Pushing Boundaries for Growth [AW 183]
Aldo Gomez discusses the significance of self-understanding and acceptance in improving sales performance. Aldo shares his journey from being a service advisor to a sales trainer, emphasizing the importance of practicing presentation scripts and handling customer responses. He also differentiates between coaching for performance and development, highlighting the value of personal growth. Aldo reassures introverted individuals that they can be successful in sales and stresses the importance of a strong work ethic.
remarkableresults.biz/aw183
Why Join Our Automotive Virtual Toastmasters? [THA 350]
Recorded Live at ASTE 2023, Carm Capriotto welcomes Chris Cloutier, Craig O’Neill, Sara Fraser, and Tracy Capriotto, They discuss the importance of effective communication and the value of joining Toastmasters to improve speaking skills. The conversation touches on topics such as the impact of technology on human connection, the benefits of feedback and evaluation in Toastmasters, the significance of timing in public speaking, and the need for better communication in the automotive industry. The episode concludes with a discussion on the importance of effective communication during times of crisis and the benefits of joining Toastmasters to enhance communication skills.
remarkableresults.biz/a350
Intentionally Lowering Tensions in Conversations [RR 893]
In our fast-paced world, tension is a common occurrence in various aspects of life, including work, relationships, and competition. Dan Taylor discusses the concept of the “Three P’s” – purpose, process, and payoff – as a way to set clear expectations and lower tension. He also emphasizes the role of active listening, empathetic engagement, understanding others’ perspectives and the importance of nonverbal communication. Remember, the art of conversation is a journey, not a destination. Let’s continue to learn and grow together.
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5 Steps to Max Your Potential and Maintain a Healthy Work Life Balance [AW 177]
Jaron Kleber, National Sales Manager of Repair Shop of Tomorrow, discusses the importance of maintaining a healthy work-life balance and maximizing one’s potential. Jaron explains the negative effects of hitting the snooze button and shares his personal routine for starting the day off right. The conversation then shifts to investing in personal goals and well-being, and the importance of treating employees like family. It’s crucial to take a step back from the daily grind and ask oneself what should be done right, rather than focusing on what is being done wrong.
remarkableresults.biz/aw177
The Google Nerds’ Guide to Streamlining Your Business [RR 887]
AJ Nealey and Joe Hanson discuss the use of Google Workspace in their businesses. They explore the different applications within Google Workspace, such as Google Meet, Gmail, Google Sheets, Google Docs, Google Slides, Google Calendar, and Google Drive, and how they utilize them for communication, document storage, and collaboration. They also discuss the benefits of controlling intellectual property, and the efficiency and organization that Google Workspace provides.
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New Age Employees Require A New Way of Thinking [AW 176]
Pete McNeil discusses the changing needs of employees in the post-COVID workplace, particularly focusing on Gen Z employees. He talks about the importance of providing a positive customer experience and adapting to the preferences and attention span of Gen Z employees. He also discusses the challenges of hiring and retaining Gen Z employees, including the need for benefits, learning opportunities, and potential pay advantages.
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The Roadmap to Success: Work Smarter Not Harder [RR 884]
Dan Taylor discusses various aspects of running a successful automotive repair business. He emphasizes the importance of having a roadmap to success, repackaging information to resonate with different people, utilizing reliable shop management systems, client and employee retention, effective marketing strategies, well-defined processes and procedures, and artificial intelligence in the industry. The episode concludes with a discussion on the importance of making money in the automotive repair industry and the need for a paradigm shift towards maintenance and customer service.
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Elevating Professionalism Through Language and Terminology [THA 345]
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.
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Case Study: The Death of Your Client’s Car [RR 883]
Dr. David Weiman discusses the emotional attachment people have to their cars and how the repair industry can empathize with customers during the process of saying goodbye to a beloved vehicle. This case study was prompted by Dr. David’s own experience with saying goodbye to his car. He discusses the parallel between the automotive industry and the medical field in terms of diagnosis and repair, and the importance of trust and the role of service professionals in providing certainty and safety to customers.
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S.O.B: Son of Boss [THA 344]
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.
remarkableresults.biz/a344
Who is Your Customer Experience Officer (CXO)? [AW 173]
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.
remarkableresults.biz/aw173
Listening to Service Advisor Phone Calls [THA 343]
“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.
remarkableresults.biz/a343
Acquiring and Transforming a 72 Year Old Business [AW 171]
Jon Kloosterman, the Director of Operations at West Side Service in Zeeland, discusses their recent acquisition of a business and their approach to training and retention of technicians. The acquired business had been a pillar in the community for 72 years and was ready for a change in ownership. Jon also highlights the importance of maintaining professionalism and focusing on the right KPIs in your business.
remarkableresults.biz/aw171
Redefining Business Bravery: Stories of Courage [THA 341]
Join our panel as they share insights on the importance of courage, different leadership styles, the need for tough conversations, and the role of coaching and mentoring in developing courage in teams. The panelists emphasize the importance of effective communication, training, and providing individuals with the tools and confidence to make courageous decisions. They also discuss the need for leaders to make tough decisions even when uncomfortable.
remarkableresults.biz/a341
My Technicians Won’t Go To Training: Why Not? [RR 875]
Our panel from NAPA AutoTech Training, discuss key insights regarding the pivotal role of continuous training in the automotive aftermarket industry. What are the challenges of learning technical material after a demanding workday and is there the need for tailored training sessions that consider the environment and attention span of technicians? The NAPA Apprentice Program was highlighted for its self-paced approach, allowing apprentices to earn multiple ASE certifications in a span of two years. Beyond training, the panel stressed the significance of investing in technicians and the consensus emerged that prioritizing attitude and work ethic in technician hiring, rather than just skill sets, equals a successful workforce.
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How to Maintain Focus in a World Full of Distractions [RR 874]
Rick White discusses the challenges of maintaining focus and avoiding distractions. He explores the negative effects of distractions on productivity and shares insights on how to improve focus. Rick White, a business coach, provides tips on creating bubbles of focus, scheduling tasks, and setting boundaries with distractions. He emphasizes the importance of having a clear destination and purpose, as well as the need to overcome obstacles and challenges.
remarkableresults.biz/e874
How Do You Define Professionalism? [THA 340]
How do you define professionalism? It’s not just about how we dress but how we act and conduct our business. In this episode our panel dives into how professionalism is key in the automotive industry, and how it affects our businesses. They discuss the impact of professionalism on customer perception and satisfaction, and share personal experiences of creating a positive and welcoming environment in their auto repair shops. By prioritizing both the physical appearance and the customer experience, auto repair shops can set themselves apart and create a loyal customer base.
remarkableresults.biz/a340
Rachel Spencer’s ‘Rachelisms’ for Auto Repair [AW 169]
What are some of Rachel Spencer’s “Rachelisms?” The Power of Consistency: Rachel emphasizes the importance of consistency and communication in her operations. She believes in creating habits, holding each other accountable, and striving for perfection while acknowledging that mistakes can happen. Customer Communication is Key: Rachel’s approach to customer service is all about overcommunication. You must provide customers with as much information as possible upfront, offering financing options, and sending vehicle health and safety reports via text. Rachel also shares her experiences with recruiting technicians including reaching out to institutes with automotive programs.
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Why is Mission Strategy Crucial in the Automotive Industry? [RR 872]
“Do our technicians, when they close the hood, take the rag, you know, they rub the hood, make sure there’s no fingerprints? Do they really think about the role that they had in that customer’s life? Most of them don’t.”
Dan Taylor shares a personal experience where his technician played a crucial role in getting his wife to the hospital in a life-threatening situation. This incident made Dan realize the importance of our mission in ensuring the safety and reliability of vehicles. What is the ‘why’ behind someone’s work and why is that important?
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Are You Really Overbooked? [THA 339]
Being overbooked doesn’t necessarily equate to higher productivity or profitability. In this episode, our panel discusses the challenges and impact of being overbooked in the automotive repair industry. They emphasize the importance of understanding productivity numbers, managing customer expectations, avoiding burnout for the team, optimizing scheduling, and utilizing technicians’ strengths. Think twice before you boast about being overbooked!
remarkableresults.biz/a339
Remodel 1 Year Later: See the Transition, See the Difference [AW 168]
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.
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Paradigm Shift: Predicting Customer Needs with Artificial Intelligence [RR 870]
Dave Schedin and Jorge Antico discuss the importance of showing care and compassion for customers, effective communication, and the use of technology to improve customer service. Did you know technology can help overcome the shortage of qualified staff by providing comprehensive information to service writers, demonstrating expertise, and offering cost-effective maintenance programs? They also emphasize the significance of preventative maintenance in reducing breakdowns and improving customer satisfaction. They encourage a paradigm shift in the industry to prioritize customer care and proper maintenance.
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Marketing Power Panel: Grow Your Revenue by $1 Million [THA 337]
Is it possible to grow your shop’s revenue by $1 million? Together, our panel of marketing gurus discuss the importance of marketing for automotive repair shops and provide insights on effective marketing strategies. The panel emphasizes the need to understand the shop’s current situation and goals before developing a marketing strategy. They also discuss financial aspects, setting goals for growth, seeking advice from successful shop owners, and creating memorable customer experiences. They stress the importance of strategic and proactive marketing and financial planning to drive business growth in the auto repair industry. Remember, marketing takes time and should be trusted as a process. Always be marketing, and don’t stop when business is busy.
remarkableresults.biz/a337
Is Your Company Culture Holding You Back? [RR 864]
Now, I know what you’re thinking, “Culture again?” But trust me, this episode takes a deep dive into how culture can truly make or break a business. Every business has a culture, whether it’s intentional or not, and it’s crucial to evaluate if it’s the right one for retaining employees and attracting customers.
Imagine an auto repair shop that truly understands the frustrations of car owners and aims to provide honest, knowledgeable, and reliable service to give them peace of mind. That’s the kind of culture that draws customers in and keeps them coming back.
Chris Lawson suggests checking out an article in the show notes that discusses the impact of culture on over 40 business metrics. Studies have shown that employees are more motivated and efficient in a happy work environment. So, investing in your company culture can actually boost your bottom line.
If you’re a business owner or someone interested in creating a positive work environment, this episode is a goldmine of information. Carm and Chris provide practical guidance on building company culture and emphasize the need for strong policies, procedures, and teamwork.
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