Trends Archives - Remarkable Results Radio

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Are You Selling Customer Experience or Price? [THA 284]

Carm Capriotto, AAP — Thu, 14 Jul 2022 05:15:00 +0000

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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Rob Choisser, Choisser Automotive Services, Davidsonville, MD. Listen to Rob’s previous episodes HERE

Jim Hayes, General Manager of Pacific Motor Service, CA, Listen to Jim’s previous episodes HERE

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Key Talking Points

“Who is running this ship?” Is it the customer or is it you? Your answer to this question may just be the most important lesson you’ll ever learn as a shop owner.
We are the experts” Customers will be taken care of at a high level
Experience- providing the feel of the hospitality industry. “…exceed the expectations of every guest, every time.” –Pebble Beach Mission
The consumer is a price checker, the customer understands the value of repair, and clients leave credit cards and keys
Never compromise trust and integrity by diverting your processes and procedures
Are you mentoring your customers that build trust?
Why can doing /not doing these promote loss vs gain? People often avoid the potential of losing more than they pursue the hope of gaining.
What are the desired outcomes of owning a vehicle? Sell these – They are PRICELESS. When a customer loses one of their desired outcomes they come to you. Freedom, Efficiency, Excitement, Recognition, Safety, Utility, Exploration

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More Time. More Profit. Shop-Ware Shop Management getshopware.com

The Extreme Value of a ‘SWOT’ for your Business [THA 283]

Carm Capriotto, AAP — Thu, 07 Jul 2022 05:15:00 +0000

How often are you checking on the overall health of your business with your team members involved? Are you identifying and working on the strengths, weaknesses, opportunities, and threats, known as SWOT? How do you start a SWOT analysis? What are the benefits? How do you find your blindspots? Does knowing your SWOT give you a competitive advantage? My panel takes a deep dive into the value of SWOT and shares their own experiences.

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Brian Bates, Eagle Automotive Service, Littleton, CO, 9 locations. Brian’s previous episodes HERE

Michael Smith, Managing Partner, Herzberg Smith and Co, Michael Smith’s previous episodes HERE

Bill Van Hoose, General Manager, Eagle Automotive Service, Littleton, CO, 5 locations

Key Talking Points

SWOT Analysis is just one component of a comprehensive approach to continuously reassessing and improving a company’s structure, performance & results over time. SWOT is Step #1 in a 5-step value building cycle – As-Is discovery, To-Be future, gap analysis, gap closure, and begin again.
Strengths & Weaknesses are INTERNALLY-focused and Opportunities & Threats are EXTERNALLY-focused.
Path to Mastery – Achieving mastery requires continuous assessment & development; SWOT plays a crucial role
A comprehensive (breadth) SWOT analysis examines ALL value-levers & business functions.
A deep-dive (depth) SWOT analysis includes an alignment-assessment for each lever & function, from vision down through deliverables & success metrics.
People do business with people
Consider doing a SWOT post Covid
Starting- pick 1 problem area first, you will uncover other problem areas naturally. Remove your arrogance during the process. Add humility. Ensure your team is aligned with your culture, business and SWOT. It is a collaborative effort to improve, you are not assigning blame.
Implementing SWOT with a qualified moderator to dig deep, unveil blindspots and ask the hard questions
“What’s your legacy? What is your exit strategy?” Have the end in mind. What is your value proposition?

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Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z

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More Time. More Profit. Shop-Ware Shop Management getshopware.com

Practicing Automotive with Heipp, Fanslow and Manna [RR 720]

Carm Capriotto, AAP — Fri, 18 Feb 2022 05:15:00 +0000

There’s nothing like hitting the record button and letting Bob Heipp, Matt Fanslow, and Scot Mana have a wide-open discussion about the automotive industry. What does it take to really fix cars? Are we doing a good job explaining it to our customers? How do other industries compare to ours? Should we really be using the term ‘diagnosing’ when what we are doing is performing tests and analyzing? My panel continues to advance the aftermarket, with great talk that will make you think. Share this with a friend.

Bob Heipp, Mobile Auto Solutions (MAS) lead tech and technician manager, based in Chicago. Listen to Bob’s previous episodes HERE

Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes HERE

Scot Manna, Trainer, ACDelco Technician of the Millennium

Key Talking Points

Scientific method/practices when testing problems
Undervaluing the industry- a gap of education to the customer and their vehicle
What does it take to really fix cars?
What is the image of the industry? Putting down other shops and not giving them the opportunity to correct a mistake.
“Raise the level of the lake and everyone goes higher”
Time-sensitive industry- spend more time presenting the vehicle back to the customer, what was done, what happened, etc.
“Performing tests and analyzing” instead of “diagnosing.” Diagnosing is a term for the final answer. The customer will want to know the final answer fix immediately to ease their anxiety about payment.
Entering the automotive industry- can enter without formal education
Documentation- critical medical fields keep extensive records with liability, do cars need to start having their own documentation through their lifetime? To prevent comebacks? How do you achieve that? Voice to text?
What is an average shop? Where is the bar?
Technician shortage- what is the compensation package compared to other industries
Restaurants- varying levels, how do they justify the price?

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Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever.

More Time. More Profit. Transform your shop at getshopware.com/carm

EV Charging Station: What You Need to Know [THA 261]

Carm Capriotto, AAP — Thu, 03 Feb 2022 05:15:00 +0000

Going against a tide is never easy, but if you don’t start, you will be left behind. Ever thought of an EV charging station at your shop? There are a bunch of things to consider. Listen firsthand from shop owners that have an EV charging station at their locations. Find out why they did it, especially knowing it wouldn’t be a revenue builder today. Gain insight and knowledge to keep you current on EV charging station considerations.

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Jeffrey Choy, WATTS-UP Spot LLC, jeffrey@watts-upspot.com

Jeff Walter, Zimmerman Auto & Tire, Mechanicsburg, PA

Melody and Phil Heller, Better Day Repairs, Boiling Springs, PA

Key Talking Points

Level 1- home charging, Level 2- 5.5 KW to 19.2 KW
Standards- right now there aren’t many, utility companies are trying to monopolize with government funds available
DC fast charging – 50KW-400KW, which many models cannot utilize, up to 10X the cost, can only charge up to 80%
Your utility may skyrocket without the proper software and devices
Stepping stone: plug-in hybrids
Subsidies- each state has its own, tax credit
Different types of services for EV/hybrid- always be researching maintenance needs
What’s your motivation? Why are you putting EV charging stations in your business? Is it private vs public? Wall-mounted or pedestal? Hours to operate? Separate meter? Offer discounts for your own customers?
Destination charging- low amp system (few hours), fast charging would be gas station (less than 30 minutes)

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