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.
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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!
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Listen and view episode notesParadigm 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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Exploring the Changing Trends in Engine Oil: From Viscosity Grades to Fuel Efficiency [RR 867]
Host Carm Capriotto welcomes Lee Rhodus, Territory Sales Manager for Deckman Oil, to discuss the current state of the oil industry. They delve into the history of Deckman Oil, the importance of oil in various industries, and the different types of motor oil available. They also touch on engine oil viscosity grades, the advancements in additive technology, and the challenges faced by repair shop owners in managing different oil inventories.
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How Can Data Improve Customer Relationships and Sales? [860]
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.
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Why Much? How Much? Exploring Value Proposition in Auto Repair [AW 162]
Bill Nalu, Interstate Auto Care in Michigan, shares his “Why Much” philosophy, which advocates for a more nuanced approach to pricing that involves training, coaching, and consultation to understand the context of each customer’s needs and provide a personalized value proposition.
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Building Trust and Rapport: The Art of Being a Service Advisor [THA 326]
“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.
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Fueling Your Business: Tips for Increasing Profitability and Developing Processes [RR 844]
Recorded Live at the Vision 2023. As a business owner, it’s important to constantly seek ways to improve and grow your business. In this episode, Cecil and Kent Bullard discuss the importance of implementing effective processes, raising labor rates, and seeking help from coaches to improve business performance.
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Alignments Taking Longer: Are We Charging Enough? [THA 323]
The automotive industry constantly evolves, with new technology and safety features being added to vehicles each year. Are you investing in technology and education to stay competitive and provide quality service to customers? In this episode, we discuss the importance of charging enough for alignments and educating customers on the need for calibration and maintenance to ensure their safety on the road.
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Going Electric in California [THA 320]
California is mandating 100% of new cars and light trucks sold will be zero-emission vehicles by 2035. How will electric vehicles change the composition of our industry? What are the service opportunities? Should you start working on hybrids if you haven’t already? Hear from the perspectives of 3 California shop owners that are ready and prepared for the future.
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Service Advisor Overload: Part 2 [THA 312]
We are on Part 2 of our Service Advisor Overload discussion because we couldn’t fit it all into 1 episode! Did you know most shops are missing $300-500k in gross profit dollars because their service advisor doesn’t have the time to tap into those dollars? You must build a wall of support around your service advisor.
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Ask Ortho – Eric Turkington and Kim Conti [RR 815]
Let’s talk about voice assistants for employee efficiency. Technicians need quick and reliable access to accurate data for servicing vehicles. What if they could stay in their bay and ask ‘Hey Ortho’ to check fluid types and receive a response within seconds? Join Eric Turkington, Vice President of Growth, and Kim Conti, Vice President of Product, as they discuss Ortho, the next high tech tool for the automotive industry.
remarkableresults.biz/e815
Service Advisor Overload [THA 305]
How many different hats and roles do service advisors have? Are they your social media manager, fleet manager, shuttle driver, facility manager, vendor manager, receptionist and more? The efficiency of your service advisor is critical for the overall health of your business. Watch Episode HERE Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Clint White, Service…
Listen and view episode notesThe Front Counter: “Picking Up The Pennies” Aaron Woods [AW 134]
Guest host and shop tour with Aaron Woods, Xtra Mile Auto Care, Stillwater, OK. Aaron’s service advisor is on paternity leave and he is back on the counter. Find out the benefits to an owner periodically working the service counter.
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We Are Paperless and Loving It! [THA 302]
What are the advantages, challenges, and needs for a shop to go paperless? Why is it critical to get buy in from your employees ahead of time? How do you create buy in?
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Leverage Your DVI and Drive More Revenue – Craig O’Neill [RR 794]
Did you know the data portion of Digital Vehicle Inspections is the least important piece of the process? It’s about communication with the customer and using DVI as a tool to drive revenue.
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What We Can Learn From Our Dentist [RR 789]
Why is adapting to technology important? Keeping up with the latest technology is key to any successful enterprise. It is a requirement today. It increases flexibility, streamlines operations, and helps you adjust your forward progress. I’m with Chris Cloutier and Craig ONeill at ASTE 2022, and we discuss the four ‘Ts’ … technology, touch, trust, and transparency. The inspiration for this episode stemmed from Tracy receiving a video from an orthodontist’s office and how it can be easily implemented in our industry.
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Why Do a Repair Order Audit? [THA 286]
Are you chasing the KPI’s in your business without pausing and diving into what creates those Key Performance Metrics? Are you reviewing repair orders? The amount of data filtered properly from an RO Audit will astound you. Use the data from a Repair Order Audit to refine your business.
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Listen and view episode notesDo You Have a 40% Close Rate For Pre Scheduled Appointments? Brett Beachler [RR 758]
How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers. Grab a pen and paper or head to the shownotes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business.
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Listen and view episode notesAre You Offering ‘Only’ Synthetic Oil Services? [THA 270]
Questions, what is your customer oil change service like? Have you transitioned to ‘synthetic only’ oil for your customers? How do you stock all grades and weights? The days of $20 oil changes every 3 months is gone. My panel of shop owners discuss why they have synthetic only oil service and how it’s improved their efficiency in the bays and for their customers. If you have not implemented this business strategy learn in this episode why you need to do it.
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Listen and view episode notesCreating Lifetime Customers – Brittany Schindler [RR 684]
Creating Lifetime Customers [RR 684]
Establishing a connection with your customers and being able to keep them coming back is always a challenge for the automotive industry. How do you build loyalty and ensure customers are educated properly? In this episode, Brittany Schindler answers that question with easy-to-follow steps her service advisors implement every day, including a lifetime warranty for customers. Keep listening and brainstorm what you could change in your business.
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Listen and view episode notesAsk: What Are Your Car Pains? ™ [RR 656]
Ask: What Are Your Car Pains? ™ [RR 656]
How do you maintain your health? Do you eat properly, exercise and see professionals with routine appointments such as doctors, dentists, ophthalmologists, and the list goes on. We also see those specialists when we don’t feel well. Now think about your customer’s vehicle. They rely on it for transportation, and it carries precious cargo such as kids, spouses, and pets. Shouldn’t maintaining their vehicle be the same as maintaining your health? This episode with Rob Choisser should get you to re-think what you do for your customer.
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Listen and view episode notesService Advisor Role Play #5 [THA 213]
Service Advisor Role Play #5 [THA 213]
Our role play subjects cover closing the expectation gap on the appointment setting call and understanding the importance of building anticipation in making the sale after the results of the DVI. We also covered how to demonstrate the effectiveness of the Service Advisor in calming the customer while building value in their services and retaining the sale. Lastly, we talked about the effective way in deferring services at the cash-out. All important and vital in building you or service advisor team.
The panel includes Clint White from Shop Vision, Dan McWilliams from Quality Service Center and Ben Lesueur from Oxford Automotive. They put their service advisor strategies for you to follow.
Find ways to compare and improve your confidence and comfort in the face of your customer. Together we have something here. This episode’s key talking points are already done for you. Find them at remarkableresults.biz/a213
Listen and view episode notesPre Scheduling Appointments – The Time Has Come [THA 207]
THA 207 Pre Scheduling Appointments – The Time Has Come
Welcome to the 207th episode of the Town Hall Academy. Right up front l want to warn you. This discussion may just change the way you do business. I want you to give it your all and when done implement the tactics you discover. I know your business will blossom.
Scheduling future appointments is not a new concept. You know about it but have never decided it was good for your business or your customer. We have solid statistics that demonstrate that 59% of your customers are willing and ready to accept a future appointment for maintenance service. Ever walk out of the dentist’s office without your next hygiene appointment. How about a hair salon?
I’m with Bill Thompson, Craig Noel, and Greg Skolnik. Bill Thompson brings his critical data to support this strategy, Greg has been doing this for years and has the data to prove the strength of the strategy and Craig is starting to pre-book now.
There was a ton of passion flowing throughout this episode. I believe you’ll be moved to start in your business. So …. Let’s talk about it.
This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a207. Enjoy.
Listen and view episode notesService Advisor Advice from Steve Shaw [RR 586]
Service Advisor Advice from Steve Shaw [RR 586]
Service advisor consultant trainer Steve Shaw of Steve Shaw Training brings his unique brand of training. Steve has some great ideas and concepts that can help you grow sales therefore dropping that margin gain directly to the bottom line. Steve Shaw teaches service advisors to get customers’ permission.
Steve shares 5 key reasons customers buy And he wants you to change the wording when you sell maintenance. There is also a simple approach to selling tires.
Steve also adds techniques in this episode. He advises, if you follow the tools and training you will sell more. He extends his understanding of customer behavior to your advantage. This episode can answer why customers buy and offer some great ideas on selling maintenance and tires.
Find the show notes at remarkableresults.biz/e586.
Listen and view episode notes