Recovering From a Wrong Service Advisor Hire [THA 256]
Key Talking Points
- Processes can set you free- processes don’t fail, people do
- Have faith in your team
- Never underestimate what a negative individual can do to your culture- do you allow/support negative behavior? Sometimes you won’t notice it until you remove the negative attitude. “It’s about time.”
- If it brings you stress at home, change was needed a long time ago
- Listen to the indicators-
- Hiring process- more filters
- Do you feel like you’re walking on eggshells?
- Understand most customers do not feel comfortable giving negative feedback
- Jim noticed the female customers did not like the service writer
- Never take for granted your customers will always be happy
- “It’s not that I don’t care, it’s just that I don’t care.”
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The Panel
Jim Shukys, Jimyz Automotive, Streetsboro, OH
Corey Evaldi, Olmstead Auto Care, Olstead Falls, OH. Corey Evaldi grew up in Buffalo, NY (Lackawanna). He owns Olmstead Auto Care, Olmstead Falls, OH. His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme pushback from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes HERE.
About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!