Jon Kloosterman, the Director of Operations at West Side Service in Zeeland, discusses their recent acquisition of a business and their approach to training and retention of technicians. The acquired business had been a pillar in the community for 72 years and was ready for a change in ownership. Jon also highlights the importance of maintaining professionalism and focusing on the right KPIs in your business.
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- The acquisition of the business (00:03:49) Discussion about the recent acquisition of an existing business and the reasons behind it.
- Renovations and community response (00:04:16) Talk about the renovations being done to the building and the positive response from the community.
- Training and retention of technicians (00:05:20) Conversation about the training process for technicians, including shadowing experienced technicians and the apprentice program.
- The importance of consistent DVI format (00:09:34) Discussion on the need for consistent digital vehicle inspection (DVI) format to ensure uniformity in the pictures taken and information provided to service advisors.
- Labor vs Service (00:12:12) Exploration of the concept of using the term “service” instead of “labor” to shift the focus from labor rates to the overall service experience.
- Professionalism and image (00:15:42) Emphasis on the significance of professionalism and image in the automotive repair industry, including the impact on customer perception and attracting higher-end clientele.
- The apprenticeship program and communication between service manager and shop foreman (00:18:41) Discussion on the relationship between service manager and shop foreman, responsibilities of apprentices, and communication within the team.
- Effective labor rate as a key performance indicator (KPI) (00:19:31) The importance of effective labor rate as a KPI and its position in the list of critical KPIs.
- Average opportunity as the most consistently watched KPI (00:20:23) Explanation of average opportunity as a KPI
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