RR 231: Tony Tatich from TMT Complete Auto Service Center

TMT Complete Auto Service Center was started in March of 1984 by Mike and Serena Tatich in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop.

Tony Tatich, general manager, has been involved in the shop since a young boy (age of 9 to be exact). Tony’s growth into the family business started by sweeping shop floors and washing cars, to performing light mechanical duties, service advising, and now into general management. He is second generation family.

The shop has evolved into a state of the art facility that has recently under gone a major renovation project in 2016 including total shop and front office renovations.

They have a very strong business culture focused on the strength of their people. TMT invests heavily in training for its people because without great trained people there is no TMT Family.  Tony shares TMT’s passion that Customer Experience is #1. They are always willing to help people whether it be clients, co-workers, or fellow industry professionals.

An untypical millennial Tony brings a youthful exuberance to TMT Automotive. Tony has spent many years being groomed by his dad Mike to become the General Manager and an exceptional Service Adviser.

Neither Tony or his dad were technicians to start and yet they have a great business. They are working on a succession plan as Tony’s dad is now working four days and is not involved in the day to day.

Talking points:

  • Tony’s biggest strength is communication.
  • Weekly meeting with his dad where they talk about wins and loses along with plans of the week.
  • He works to surround himself with smarter people than himself.
  • If you do not implement you just wasted money on training and twenty group ideas.
    • 400-600 percent Rule: Make a list of 4-6 items that you will implement 100% within 30 days.
  • Business can become stale and the young generation can re-invigorate.
  • If there were no millennials would we have Digital Vehicle Inspections?
  • They wash customer cars. No one ever says, ‘What a great brake job’, but they do say ‘Thanks for washing my car.’
  • One mistake . He tried to go paperless at the same time DVI. He paused and then re-started and has been there for over a year.
  • You must reply to every customer review personally.
  • He does not like replying to a Facebook review because you can get drawn into a conversation you don’t want to have on-line.
  • TMT has six loaner cars because of his rural setting.
  • He has leased a hybrid vehicle for a loaner and will be involved with Hybrid repair. Those customers are maintenance and green conscious.
    • He sent out a marketing piece on Hybrids and got paid back in spades.
  • He credits his team for the success of the business.
  • Their business culture is strong and it was recently challenged with having to accept the resignation from a top producer. He recognized an improvement in culture with the new replacement. It was long overdue.
Years in industry: 9
Title: General Manager
Business Started By: Tony’s Dad and Mom, Mike and Serena Tatich  in 1984
Number of technicians: 3
Number of service advisers: 2
Number of lifts: 5
Number of bays: 7
Days open: Mon – Fri
SMS: Mitchell
DVI: Bolt On Technology
Industry involvement: ASA
First Call Supplier: NAPA
Hybrid Repairs: Yes
Working on a succession plan?: Yes
Trainer/Coach: Repair Shop Coach, Elite, Shop Fix Academy
Philanthropy: Chamber of Commerce, Kiwanis

TMT Website

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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.

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