The Women Stereotype: Creates Friction, Insecurity, and Gender Issues [RR 567]
My guest today is Emily Chung. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham, Ontario, Canada. She is a licensed Automotive Service Technician, and Automotive Writer for various publications. She also teaches in the Automotive Business School of Canada at Georgian College.
We are going to talk about gender stereotyping. I want you to listen to this episode in its entirety and let me know what you took away. I believe it will help you understand some of the reasons we do what we do as it relates to hiring and leading our team.
When it comes to gender biases, Emily makes very strong points. No doubt you can put yourself in many of the situations Emily speaks about. So we get this on the table here in episode 567 and I welcome Emily back to keep the dialogue going. Please recall another episode recently where we had a female shop owner, technician and service adviser discuss the Female Impact in the aftermarket. It is episode RR 549
Find the key talking points, Emily Chung’s bio and links to her previous episodes at remarkableresults.biz/e567Listen and view episode notes
Ryan Clo – 20 Questions in 30 Minutes [RR 561]
Welcome to this inaugural new format you’ll hear from shop owner and coach Ryan Clo from Dubwerx and Avid Autowerx in Cincinnati. Ryan answers 20 questions within about 30 minutes. This is up close and personal and I believe brings value to you as you continue to navigate and grow your business to boundless success.
Ryan Clo shares one new skill he would like to have, new technology he recently added, his dream car, and one of his biggest mistakes and a whole lot more.
Find the key talking points, Ryan Clo’s bio and links to his previous episodes at remarkableresults.biz/e561Listen and view episode notes
Ashley McCabe – McCabe’s Automotive Specialist, University Place, WA. In 2015, Ashley took over her father’s decades-old automotive business. She might not have known much about cars when she started, but she sure did know about customers. Ashley started at the front counter, and her father said he could tell that she understood customer service and…Listen and view episode notes
Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada. Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of…Listen and view episode notes
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007.…Listen and view episode notes
Panel: Darren Adams from Dryfork Diesel and Auto in Carthage, MO Brett Bohlman from HWY 7 Service Center, Newell, IA Talking Points: “Just say yes, I wish I could” Brett lost technician- lower car count and sell more. Technician spend more time on a vehicle, less processing time Top 20% make up 80% of the…Listen and view episode notes
Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE. “He is ‘just a car guy’ with lots…Listen and view episode notes
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisers in…Listen and view episode notes
Jeff Rudnick – Marketing Do or Die
We are talking about marketing. For some, it is like a root canal, for others they love pulling every marketing lever they have to generate traffic, loyalty, and revenue. You may dispute this, but marketing is one of the most important jobs in the company.
I’m with Jeff Rudnick from Pit Crew Marketing creator of eWardMe Auto Shop Reward card. Just one of Jeff’s areas of expertise is loyalty cards, however, he can talk on just about anything marketing. He is providing some great insights into the barrier he sees between management and the front of the store.
He says we are governed by the laws of retail, he provides some insights into converting ‘one and done’ customers into long-termers and shares his thoughts on measuring your marketing efforts. But he sees a huge communication gap between ownership and the service advisor as it relates to marketing campaigns.Listen and view episode notes
FTR 062 Rena Rennebohm -Stop Hiring Me To Fix Your Business From the Front CounterListen and view episode notes
THA 130 Service Advisor Role Play
My guests are role-playing these three situations: #1: Brakes- the client knows what is wrong and the car has been inspected somewhere else, $2: Oil change- just looking for a price and #3: The Check Engine Light is on – how much to replace the catalytic converter?
My panel includes Rena Rennebohm CEO of Empowered Advisor, Dave Nelson From Antero’s Automotive, Greenwood Village, Colorado and RJ Milnes from DK Automotive Repair, Antioch, CA
Let features and benefits be the service advisors strong tools and during a call, you are interviewing the customer and they are interviewing you, both looking for a good fit. If cheep is what they want and you can’t deliver you’ve learned.
THA 129 Customer Financing Options
What options do you have to help your customers with credit choices. There are many vendor credit options to choose from and they are great. Maybe you don’t use them, maybe you should. No one wants a customer to walk out on a major purchase especially safety related. This session is here to help you capture more of the big-ticket jobs.
You just may hear a financing option idea or two that you’ve never considered. And that is exactly what we do here, push the envelope on strategies and ideas to help you grow as a leader and build your business.
Hear about the acceptance rate of vendor finance programs and a few creative ideas on how to lock in customers with a pre-payment plan. Ever do a comparison of buying new or used vs fixing the vehicle that needs all the work? Have you ever heard of the M & D loan? You are about to.Listen and view episode notes
Jonnie Wright – Customer Service: What Are The Three Things You Want To Get Better At
Keeping customers satisfied is what most businesses strive for and it is what keeps them coming back.
Listen to the story of customer service from Jonnie Wright. Jonnie owns The Buyosphere. Jonnie and I get into a very deep conversation on customer service, generations, the future of phone skills, secret shopping, and reviews. Later in the episode, you will learn that the most important customer becomes the one you wListen and view episode notes
Understanding Consumer Behaviour through Price Transparency
Jill Trotta Vice President, Industry Advocacy and Sales RepairPal, discusses pricing transparency and reiterates the fact that it is not going away. Every shop owner should understand this and never let this disable them in any way. If you happen to have a friend who is struggling with pricing, let them listen to this episode and it may be worthwhile for them to best understand how it works and what it means to your operation.
Jill says that millions of people visit the RepairPal site each month and the data they collect helps them understand how to make pricing transparency work for you. She also offers some survey results that, are frankly, disturbing as it relates to satisfied customers.Listen and view episode notes
Barry Barrett – Book Review – Never Split The Difference by Chris Voss
Barry reviews and shows the principles of the book by Chris Voss and Tahl Raz called “Never split the difference – Negotiating As If Your Life Depended On It”.
Barry covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills.
Barry does a good job summarizing the book and bringing its principles to an aftermarket perspective.Listen and view episode notes
Service Talk Part 1 – The Center of the Hub: Customer – Technician – Owner
Service advisors are the liaisons between the customer, technicians and the owners. Their job is one of the most important in the aftermarket service industry.
Trust and Communications are the keys to building a relationship with your customer. Trusting your tech is also critical to building a strong relationship.
We talk female service advisors, curb appeal, the disadvantage of being a former technician and how to get the owner to make the SA the point person, among other topics.
I’m so glad to welcome Racheal Barraclough, Service Manager at Amton Auto & Truck, Chris Johnson, Service Manager at Total Automotive, and Nick Herberger, Service Manager at Scruggs Automotive.Listen and view episode notes
What Happens When a Technician Becomes a Customer for Automotive Repair.
Pete Meir, Director of Training for the UBM Advanstar Automotive Group, which includes Motor Age magazine, wrote a story “When a Technician Becomes a Customer for Automotive Repair Service.” You can only imagine the implications and ramifications this implores.
When Pete needed tires for his truck he became a customer. He was not delighted with the service he was given and it drove him to write about it. He may have never written it if he had a satisfying and complete service experience. It’s tough to be in this industry and not judge your own personal experiences and standards against all others.
Training and Customer Service are the very processes that needed improvement and constant adjustment to meeting trends and everyday situations. Having this can equip a technician and service adviser in most decision making situations.Listen and view episode notes
A Champion for Women in The Automotive Industry
Jody DeVere is a champion for women in the automotive industry, and her company AskPatty.com, Inc. serves as an important point of contact for many women who are seeking the very best experience to buy a car and service by visiting Certified Female Friendly® automotive retail locations across the United States and Canada.
In this episode, we will be sharing with you the misconceptions that we have in hiring women in the industry. Jody says that there are only 26% of women working in the automotive industry and that we can and need to do more to grow that number.Listen and view episode notes
Service Adviser Role Play Part 2
Again this team digs deep to help aftermarket professionals learn more about the service advisor position. This is one of the most important and challenging jobs in the industry. The service adviser is the face of the business and is faced with building trust and strong relationships while generating profitable revenue.
Enjoy four different role plays and the ensuing discussion. Critique each role play yourself and enjoy the comments from this team. With me is Barry Barrett, Director of Training at RLO, Clint White, shop manager at Coopers Auto Repair Specialists in Tacoma, WA and John Vasquez, Service Adviser at Los Gators Auto Service Campbell, CA.Listen and view episode notes
Jeremy O’Neal on How To Train a Service AdviserListen and view episode notes
The Power Of A Vanity Phone Number
Bruno Tabbi is the President and Co-Founder at Ignition Toll-Free, where he focuses on premium vanity phone numbers including 1-800-MECHANIC.
Bruno says that organic marketing, through phones, is still alive and important in this day and age. We are so preoccupied with online marketing strategies that we forget that the phone call is still relevant and powerful. Managing your incoming phones is as powerful as having a solid SEO strategy for the web.Listen and view episode notes
Listen In On Four Different Roleplays of Service Advisor and Customer.
In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who sums up in their own words what was great about the role play. The observer also suggests ways to improve.
The ‘actors’ are Lauren Giver, Service Advisor at Los Gatos Auto Service Campbell, CA, Barry Barrett, Director of Training at RLO and Clint White Shop Manager at Coopers Auto Repair Specialists in Tacoma, WA.
Access your own skills as a service advisor with this roleplay workshop. Owners, consider roleplays as a teaching strategy. Find the key takeaways from each role play at remarkableresults.biz/a069Listen and view episode notes
It’s Different Here; An Overused Excuse.
Business coach and trainer Kelly Bennett known in the industry as Kelly the Coach brings light to the most common excuse he hears. ‘The universal excuse, that shop owners give when they are struggling to find success, You Don’t Understand; It’s Different Here.’
Kelly also shares a concept called ‘The American Dream’, the role of a business coach, the four points of contact in a service business and the five wins necessary to find your success.
Kelly says that the average independent repair shop is doing 50% of their potential and he says you must be prepared for customers that shop prices. You need to talk warranty and quality with them. It is important to educate and advise your customer what is in their best interest.Listen and view episode notes
The Dreaded Come Back: The Keys To Prevention.
Comeback prevention starts at the front door. It is all about communication. Writing enough information to the technician the better he/she can handle the diagnosis.
To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much. Quality, not quota, is the strategy you need to adopt to reduce comebacks. You should always be looking to improve. Your processes will drive a well-managed quality program.
The quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed. Tracking every comeback is a necessity if you are going to reduce your comebacks.Listen and view episode notes
How To Get Value From Recorded Service Calls
Listen and learn from Rena Rennebohm, service advisor coach and the Chief Training Officer of ACT Group, Keith Williamson, president of Williamson’s Repair and Tire in Bondurant, IA and service advisor Lauren Giver, from Los Gatos Auto Service in Campbell, CA.
Listening to just one side of a customer call does not do justice in improving and training your service advisor. Service advisers need quality training, no different than technicians and business owners and the recorded phone call is an important element to that training. Save good calls and go over what a good call sounds like. If your shop does not record calls, then get your shop secret shopped. You’ll be convinced.
Find one phone call that works play it over and share it with your team; you will grow your business. Recorded calls and coaching helps to convert and opens the learning to be a better communicator. A great outcome of recorded calls is the opportunity to make changes to your policies. You’ll discover what works and what doesn’t.Listen and view episode notes