Client Loyalty Programs – Do They Work?
We’re going to serve up a strong discussion building client loyalty through loyalty programs. My guests are lo Brian Bates, Eagle Automotive, Columbine Hills, CO, Vinnie Lucio, Co-Auto – Community Conscious Car Care, Reno, NV, and Jeff Rudnick, Pit Crew Marketing.
You’ll hear a wide-open discussion. Vinnie doesn’t have a specific loyalty card but has programs, Brian does have a loyalty card and Jeff brings his insights from a loyalty card company.
A big take-a-way for you is this: A loyalty program will not fix broken systems, processes and a weak selling system and look for every competitive edge to build a relationship with your client.Listen and view episode notes
This Town Hall Academy summit will explore the value of an accountability coach. The panel has a harvest of thoughts and insight for you.
These guys brought their A game and really were extremely transparent about their own personal story. The panel’s message resonated and was on point about coaching and accountability. There is a lot of talk in the industry as to the value of an accountability partner or coach. It is a personal decision. It is not for everyone, but this summit will help you resolve some of your very own concerns and help you make a decision.
The panel: Carlo Sabucco from Sils Complete Auto Care Centre, Oakville, Ontario, Kevin Eckler, Foreign Car Specialists, Poughkeepsie, NY and Barry Barrett a Professional EOS Implementer.Listen and view episode notes
Supply Partnership – The Strength of the Supplier/Service Professional Relationship – THA 123
We get into some gritty perspectives from your suppliers on trust, delivery, training, and helping the service professional succeed. We also talk pricing, margin and the people factor. It is always refreshing to hear from one of the strongest spokes or partners in the distribution channel.
Your panel: Danny Durbin, from Durbin Auto Parts, Keith West, from Auto Supply Company, Bowdon, GA. and Matt Ward, Director of Governmental Relations and Field Services for AAAS ( Automotive Aftermarket Association of the Southeast).Listen and view episode notes
Talent Management: Developing Your Leadership Team
We are talking about Talent Management – Developing Your Leadership Team. This group stretched the bounds of our discussion and you will either confirm your current leadership role or realize you have some areas to work on.
My Academy team includes Judi Haglin, Haglin Automotive, Boulder, CO, Mark Roberts, Schertz Automotive, Schertz, TX and Tom Palermo, Preferred Automotive Specialists, Philadelphia, PA
You will find this episode going places you did not expect. This group brought their A game and shared not only how to develop your people into leaders but their own ongoing treck to be a better leader.Listen and view episode notes
APPs That Improve Productivity and Make for a More Efficient You
Our desktops and smart devices give us tools to make us more efficient at what we do, they are not for everyone and some are just not right for how you operate. There are thousands of apps that do just about anything. In this episode, you’ll discover what apps work for others and learn about some that may be just the right discipline for a more efficient you.
The panel includes Ryan Clo owner of Dubwerx, in Cincinnati, OH, Edwin Hazzard, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and Craig O’Neill with an integrator and trainer for Autotext.me.Listen and view episode notes
How Can We Provide Our Technicians a $100K Yearly Pay Package?
We covered a large swath of reasons to review technician pay and to create a fair and adequate compensation plan based on criteria that is a win, win, win for the tech, the owner and the customer.
Our panel consists of Seth Thorson, shop owner at Eurotech Auto Service New Brighton, MN, Jerry Kezhaya, shop owner at The Auto Shop in Plano, TX, Frank Scandura shop owner at Frank’s European, Las Vegas, NV and Matt Fanslow, Shop Manager/Lead Diagnostician at Riverside Automotive, Red Wing, MN.
You’ve heard of the struggles and have most likely had your own issues with losing and hiring technicians. Our discussion is not the scientific answer however it goes a long way to helping you make decisions to retain, create loyalty and ward off the loss of our smart and talented technicians to other shops and other industries.Listen and view episode notes
Improving Employee Loyalty
Fuel your engine today with our discussion on Improving Employee Loyalty with my shop owner panel Donnie Hudson from Troy Auto Care in Troy, MI, Roy Foster from Roy Foster’s Automotive in Reno, NV and Steve Finzel from Finzel’s Master Tech in Terre Haute, IN They’ve built a family culture in their shops and you can too.
You’ll hear how they did it and understand why they created the programs that build loyalty and retention from their people. I know you’ve heard this adage before: “Take care of your people and they will take care of your customer.” This episode will give you a great idea on how to do that.
Prepare for many strong ideas coming at you so. Pick a few and start to implement them in your business. The panel admits, it did not happen overnight but was nurtured for years. So you need to start. Keep in mind that it is imperative you seize onto a new idea, own it, implement it and watch it transform your business.Listen and view episode notes
THA 118 Recruiting Students to Discover a Career in Automotive
Enjoy some great new ideas and real-world issues as I welcome Seth Thorson, shop owner, Eurotech, Brighton, MN. Seth created a $25,000 endowment for automotive careers. We discussed in episode 340, David Macholz, Academic Chair of Suffolk County College – Automotive Technology and Aaron Dalton, Coordinator- School to Career Programming at the North Kansas City Schools.
On the podcast, we’ve not shied away from big issues in the industry. The only way our investment in this great dialogue actually gets traction is if you do your part. I can relate the discussion we are having today with a thought on philanthropy. Hats off to what you do for your community. Honorable. However, the future of our industry is dependent on recruiting, training and retaining technicians. Call it an investment in your own personal philanthropy.
Getting involved in local education at all levels to share our hi-tech industry with administration and to support the educators that are teaching young students on the automotive is a very important role you have. Especially as an independent. If you don’t then who? You will have less to give to your community if you don’t invest in your future.Listen and view episode notes
Creative Brainstorming: How To Build an Idea Factory
Some people just bubble with ideas; they are visionaries. You’ve got team members who are great at seeing new and better ways to improve systems and processes, serve customers and create great marketing. What are you doing to create an idea factory in your business? Are you actively listening? Are you creating a culture to create ideas and change? Lately, have you implemented a new idea lately in your business or are you just talking about them?
With me is Shari Pheasant co-owner of A Master Mechanic, in Reno, NV and business coach and consultant known as the Queen of Horsepower, Barry Barrett is here from Business with a Purpose and a Professional EOS Implementer and David Eschbach from the Clutch Performance Group
In this episode, ideas are flying around abundantly for you as we help you grab on to the value of Creative Brainstorming and getting your idea factory churning to help improve your business. Once you listen you’ll be ready to jump into using the power of ideas to improve your business.Listen and view episode notes
THA 116 Business Coaches Lab – Improving Shop Efficiency
Look forward to tactics like knowing your techs gifts or strengths, remove obstacles, make process improvement a rule, minimize interruptions, if your techs aren’t efficient find out why. There are so many factors and our coaches do a great job of exposing some key components for improving efficiency in your bays.
The Academy panel includes Murray Voth, RPM Training, Rick White 180 Biz, Jude Larson ACT Group, Cecil Bullard, The Institute for Automotive Business Excellence and Bob Greenwood, Automotive Aftermarket E-Learning Center.Listen and view episode notes
THA 115 Who Says You Need an Automotive Background to Run a Successful Shop
Now visit with Brian Sump from Avalon Motorsports and Andy Bizub from Midwest Performance Cars as they share their strategy for growing their business. This is an interview like no other you’ve heard here on Remarkable Results or the Town Hall Academy for that matter. This interview should open your eyes because Brian and Andy did not grow up in the business. They were not technicians with a dream of owning their own shop. Brian was a professional football player and Andy was a commodity trader.
They grew their business without the knowledge of the industry. They share their strategies and tactics that have shaped their continuing success. Brian and Andy basically became the CEO of their business. We talk about that a lot on the podcast. They used their people, network and training to learn, lead and grow their business.
So there’s the rub. Why are there so many legacy aftermarket professionals in the industry struggling when these ‘outsiders’ who acquired going shops are at the top of their game? Find out.Listen and view episode notes
Taking Community Involvement to the Next Level – CarFest – Philanthropy on Steroids
CarFest is an event unlike any others in the US that connect the independent service provider together with the community. All the while you are listening think how you can start, on a small scale, to do more in your community. CarFest is aptly subtitled: “Unity in the Community”.
I first want to congratulate every North American service professional for all that you do in your community. There are so many of you that support Veterans, battered women and many outreach non-for profits with your kindness.
CarFest takes it to a whole new level. This is a higher calling of community that I’ve ever seen. With me is CarFest Founder Mark Colaw from Seymour’s Garage, joining us is Gary Pundt from Alamo Heights Garage and Louie Sirianni from Sirianni Automotive.
They do share with you the events that are going on with this two day, free to the public event. CarFest will give away 13 vehicles, provide funds to area post-secondary education and donate automotive repair for 25 vehicle owners that need safe and reliable transportation.
Coordinating the logistics of this event is a monumental task and it has grown into utilizing 200,000 square feet of space. Get some of the details and listen to Mark, Gary and Louie share their passion for this event that has provided over $1,000,000 in service, vehicles and donations within their San Antonio community in the last three yearsListen and view episode notes
Taking Care of Your Most Valuable Asset – YOU
Are you looking to do something for you? Are you exercising? Are you taking care of you? This Town Hall Academy will help you learn how to find your personal motivation.
Get off the couch. It’s not OK to NOT be in shape. Many opportunities to be healthy. From exercise to eating. According to the World Health Organization — 80% of premature heart disease, stroke, and diabetes is self-inflicted. 40% of cancer is self-inflicted (Only 10% is hereditary and the rest is environmental).
It is a big responsibility to be and stay healthy as you take care of your family and your business family. Learn to like the results of healthy eating and exercising.Listen and view episode notes
Aftermarket Training in the Age of Rapid Tech Changes – How To Navigate Your Training Needs
The commitment to training must come from both the technicians and shop owners. We keep hearing that we are in a hi-tech industry. The stats are out there to prove that. You’ve seen so many new ADAS equipped vehicles. Have you thought about being equipped to repair them? From both the equipment and intellectual assets you need.
These three professionals have seen it all and are faced with many of the same challenges. Ryan Kooiman, Director of Training, Standard Motor Products, Bob Pattengale, Is the National Training Manager for Bosch and Jon Forro, shop owner of AST and an automotive Instructor.
We talk the importance of pre and post training assessments, stopping the participation trophy and seeing the same faces in class. From their perspective, they are concerned that if the aftermarket doesn’t make a stronger commitment to training the dealers will take their business.Listen and view episode notes
Building New Customers
David Roman from Done with Care – Auto Repair from Merium, KS and Greg Bunch from Aspen Auto Clinic from Colorado Springs and also the founder of Transformers Institute bring their A game to this discussion.
We covered a wide spectrum of strategies on customer growth and trust. We enveloped the marketing side of finding new customers and then how to complete the relationship once your service writer brought them from the phone call and into the shop.
David says that a big deception in opening a business; you think you are going to do what you are good at doing, however, you must be good at marketing; to make the phone ring. The CEO must make the phone ring or you’re going to have to spend money to hire a professional to do it.
Greg says that we must educate new clients on who we are, what we do, and why we do it. Greg wants you to Invite your new customer to talk to the tech and walk them through the findings of the inspections. He says that your customer struggles to find a trustworthy mechanic, so if you want to build a long term customer; earn their trust.Listen and view episode notes