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 notes
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.
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?
How many jobs do your service advisors have? Who covers when you are short-handed? How many technicians per advisor do you have? Are you using technology and systems to a service advisor’s advantage? How clear are your objectives to everyone in the shop? What are some different pay plan options?
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.
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.
Honesty is always the best policy, but sometimes is it better to omit certain information to a customer? What if you make a mistake but make it right and eat the cost? Are there situations where you don’t divulge all that information to a customer? Let’s have an open discussion on ethics and your shop’s reputation.
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Guest Host and Avocado Farm Tour with Rena Rennebohm, Owner of Casa Cielo Farms and CEO of Empowered Advisor. Find out how avocados relate to our industry.
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Have you thought about developing relationships with your customers and how they happen organically, intentionally, or not at all? Are your service advisors making that human connection daily? I’m joined by Kay Miller, author of “Uncopyable Sales Secrets: How to Create an Unfair Advantage and Outsell Your Competition.” Kay simplifies sales to a basic level that anyone can benefit from. In Kay’s early days in sales, she worked for Walker Exhaust and earned the moniker ‘Muffler Mama’. If you’re interested in reading a free chapter of her book, head to the show notes for the link. Or find her book on the books page on remarkableresults.bizListen and view episode notes
Price, price, price…our lives seem tied to it. And when it comes to customers, sometimes the price is the only question they feel they can ask. Instead of chalking them up as ‘price shoppers,’ are you using it as an opportunity to build a relationship and educate them on the value of your services? Many struggle with this. My panel discusses ways to make price irrelevant. Stay tuned and shift your perspective on price.
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Is your service advisor stressed? Do you have a full lot of vehicles to repair but have technicians standing around? I’ve been asking shop owners if an estimator role in the business is an important hire. I got an ear full in this Academy Webinar on how the metrics work and the role and responsibilities to consider hiring an estimator or parts specialist in your growing busy shop. All three shop owners on my panel have this role in their shops. Stick around and learn.
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The phone call from a customer is always the beginning of the relationship. Are you tracking, measuring and holding your service advisor accountable for every phone call that comes into your business? What is your phone SOP? Do you have a conversion rate for phone opportunities? I’m with Stan Stokes, founder of Iron Fist Consultants, who has created the next level of measurement for service advisors.
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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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Another episode recorded at AAPEX 2021. In this episode, you’ll hear from three different perspectives, a hands-off visionary owner, his partner and director of operations, and a 26 year old service director that started as a technician. Find out how these three successful businessmen work cohesively together while continuing to look toward the future. You’ll be inspired.
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Recovering From a Wrong Service Advisor Hire [THA 256]
As an owner, it can be easy to want something to work out so much, you become blind to certain red flags. You also worry about the production of your business if you let someone go. What should you do? My panel shares their experience with a wrong service advisor hire and how they recovered.
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Rethink Your Compensation Plans [RR 691]
In this episode, Darrin Barney discusses an overview of a class he presented at ASTE 2021 titled “Pay Plans Used by the Top Shops in America.” Some excellent ideas and insights that every shop owner can use in their business. As your business and employees change, so should your compensation plan. Darrin also explains the importance of guiding principals, goals, and employee retention.
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Scheduling Work Flow [THA 248]
We are living in the “new normal.” For anyone who wants things to go back the way they were pre-pandemic, you’ll be waiting a long time. Professionals everywhere are feeling the impact of shipping delays, short staff, and pricing. Our industry is no exception and efficient workflow has never been more critical. Clear communication and expectations between employees and customers is step one. In this episode, my panel shares their own experiences with scheduling workflow. Listen for some smart ideas start implementing small changes in your business that will have a lasting impact.
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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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Service Advisor Role Play #6 [THA 245]
You’re going to love this episode. My panel dives into a role play like we’ve never done before. Chad Jacks and Ethan Smith swap their roles interacting as a service advisor answering a phone call from a customer. They play an average service advisor and then redo the scenario as an exceptional service advisor. Rena Rennebohm offers coaching in between. Answering the phone is often the first interaction you have with a client opportunity. Are you listening to recorded calls? Do your service advisors need an occasional tune-up? This episode will help in all cases.
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Guest host, Fred Gestwicki, Jr. from Fix-It-With Fred in Canton, OH Owner / Master Technician. 25 Years of Automotive Experience. ASE Master Technician, Hyundai and Kia Master Technician, Mitsubishi Master Technician. Customers ask for price because they don’t know what else to ask. remarkableresults.biz/aw074Listen and view episode notes
Service Advisor Must-Have Qualities [THA 234]
The service advisor role for the automotive industry is crucial for your business and customers. Sometimes owners try to fill that seat with a warm body without realizing the qualities and communication skills required for that position. It goes beyond being friendly and in this episode, my panel takes a deep dive from different perspectives. remarkableresults.biz/a234Listen and view episode notes
Welcome to a special CarmCast #094
Understand the role you play in recognizing our auto care industry’s top people. The AAPEX Service Awards are ready for your nomination. Find them aapexshow.com/service awards. The deadline is September 1, 2021.
Joining me is Dwayne Myers, Partner, Dynamic Automotive, and Bill Nalu, Interstate Auto Care, Madison Heights, MI. Bill and Dwyane were nominators from last year’s honors. They each had their nominee win.
This is a very important opportunity to increase the bar of professionalism in our industry. I’m sure you know someone worthy of a nomination. There are three awards in this annual recognition. Shop Owner, Technician, and Service Advisor of the year. This is the 2nd annual and the honors will be presented at AAPEX 2021.
I know you know someone worthy of a nomination. Consider your peer groups and twenty groups to nominate a shop owner of the year. Think about the dedication from your technician and service advisor that makes a great contribution to the professionalism of your business. You may be a technician and would like to nominate one of your co-workers or a friend.Listen and view episode notes
I’m with Sr. VP of Communications at ASE, Trish Serratore and we discuss some why and how to jump on board with Service Professionals Month. This is a very short listen and we toss up some ideas on how to build momentum inside your community, but more important to thank your people who have invested in their ASE Certifications. There is still time to embrace and support ASE Service Professionals Month.Listen and view episode notes
Building Customer Trust [THA 225]
We all know building customer trust takes time and doesn’t happen overnight. So when does it happen? It starts with every single touchpoint you make with your customer.
From marketing to the way your storefront looks, and that first phone call, every interaction inches you further in developing trust. Find out how to polish your business in this must-listen episode.Listen and view episode notes
Comebacks: Prevention, Reputation and Cost [THA 224]
How closely do you track comebacks in your shop? Do you look for trends? Is it human error or communication gaps between customer and service advisor, and service advisor and technician? Sometimes the most loyal customers arise from correcting a mistake, but often times we are unaware a mistake even happened. In this episode, my panel dives into the different scenarios that occur during vehicle comebacks and how to correct them.
You can listen and/or watch the video of this episode and find the key talking points at remarkableresults.biz/a224Listen and view episode notes