Brian is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s…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
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the…Listen and view episode notes
Chris Cloutier, is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective…Listen and view episode notes
THA 164 Final Inspection – Quality Controls
We are tackling Quality Controls and the Final Inspection. This episode aired live during the Covid-19 Pandemic and will become an important listen not only for the power of a good Quality Control process but how the Coronavirus weaved into this conversation.
In this episode I’m joined by Chris Cloutier, Golden Rule Auto Care and CEO of Autotext.me and Tom Ham, Auto Centric, Grand Rapids, MI and Automotive Management Network and
Frank Scandura, Frank’s European, Las Vegas.
This team does have strong Final Inspection QC – Quality Control practices. They share why they do it, what they’ve learned, that we are human and make mistakes which is the strongest reason for a good Final QC process and we also spice this conversation with their practices in light of the Covid-19 pandemic.
There is no need to take notes. If you want them go to remarkableresults.biz/a164 /// on my website! On the show notes page find my guests bio’s and links to their previous episodes. Also the lists Chris Cloutier offered are also linked there.Listen and view episode notes
FTR 081 Brian Sump – Never Let Your Foot Off The Pedal Multi-shop operator Brian Sump from Avalon Motorsports and Ubran AutoCare brings a whole lot of passion to this episode as he shares some self-reflection on a rocky time he experienced and what he learned. He says that you’ve got to review what works…Listen and view episode notes
RR 489: Louis Altazan – Total Quality Management Comes From Great Processes-Systems
Louis Altazan, President of AGCO Automotive Repair Service – Baton Rouge, LA. Louis has also studied under Dr. W. Edwards Demming the father of Quality Management. He has a lot of expertise and experience to show us regarding the processes that we need to run a successful quality shop.
This episode shows you the importance of a quality system in place. It is also useful to use Demming’s quality revolution as pointed out by Louis who served as a student of Dr. W. Edwards Demming, a renowned father of Quality Management. Louis also shares with us the 14 principles of Total Quality Management.Listen and view episode notes
Chris Cloutier and Scott Brown – What does it take to become more Productive and Efficient?
There are a lot of ways to become productive and efficient. There are a lot of strategies and systems that can be followed by just hearing this episode. Follow the process, improve communication, leverage to software technologies, learn to improve diagnostic methods and a whole lot more!
The experts: Chris Cloutier and Scott Brown. Chris is the co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies. And Scott is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc. Together they are the productivity and efficiency duo that bring results.Listen and view episode notes
RR 475: Dirk Fuchs and Jeff Will System Training Impact a Technicians Ability to Diagnose and Improve Shops Profits
Why do we shun training? It is a huge industry problem. Our trainers know that the same people show up time after time. Not many new faces. What does that say about the state of our industry? Why do we ignore the power of training? Do you know that it supports your efficiency?
In this episode, Dirk Fuchs Technical Training Manager at ZF Group and Jeff Bly NAPA Autotech Curriculum Developer say that many young industry techs want and need training. But why aren’t they getting it? Why do Canadians show up for training at greater numbers than in the US? What are regarded as preferred training methods in the US versus European; knowledge-based or solutions based training? All of these questions will be answered in this podcast.
This episode will open your eyes to possibilities for you and your future in the industry.Listen and view episode notes
Tom Ham: Running your Business Remotely
Tom answers some big questions like: Does it take the right culture and people to make working remotely work? What kind of self-discipline to you need? And how does technology make it feel like you are there? We cover a full spectrum of how Tom makes it work.
Tom Ham gives us the blueprint on how to run a remote office and what are the expectations that come along with it.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
Taking Great DVI Pictures
Taking quality DVI pictures reflects on your brand and helps the customers builds trust. The power of demonstrating work needed and future maintenance concerns in the art of picture documentation is how we are going to do business in the future.
This wide-ranging conversation is brought to you by Scott Brown from Connie and Dicks and Diag.net, Greg Buckley from Buckley’s Auto Care, Jim Fleishman from Automotive Alley and JR Portmen from 5 Stones Media.
Videos must be included in the repertoire of good documentation and when you are in marketing mode.Listen and view episode notes
Patrick McHugh. Using a Scoreboard to Manage Shop Performance.
In this episode, Patrick shows us an interesting way of tracking progress and goals in his shop with his new scoreboard. It actually came from a discussion he had with his techs and his disciplines as a former pilot. The board is located in the bays of his shop and has sections for workflow and numbers.
The scoreboard is meant to be in technician speak. It has a grid that flows from top to bottom with customer name/car, incoming work, in diagnosis, ready for work and more. This entire system came from the drive to engage his technicians and ultimately provide stronger earnings for his team.
Patrick says there is a quick way to see hold-ups and to improve communication between the sales counter, office and the back of the shop. He also talks about a feedback loop using the logic of a PID Controller. (Like Cruise control for the shop)Listen and view episode notes
Father and Son / Owner and Prodigy
Scott and Michael Waddle of Precision Auto Service, Langley, British Columbia. Shows us that a tandem of father and son can unlock different creative and innovative skill sets applicable to the modern shop of today.
Listen to how Scott is nurturing his son’s gifts and transforming them into assets their shop can use. Michael’s innovative work on automotive electrical and lighting systems is phenomenal considering that he is 15 years old this year. Even though Michael still can’t do the heavy lifting within the shop, this doesn’t stop him from his creative thinking. He is creating apps for the business. Learn about them.
Scott continues to provide training and enrollment plans for his son’s future providing an inspiration to every family owned shop and maybe a succession strategy too.Listen 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