Procedures and Systems Part 2 with Brian Gillis [RR 573]

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…

• 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores
• Hired and Trained over 2000 staff members
• Budgeting and Profits Brian’s Specialty
• Smooth as silk with customers

Brian’s previous episodes are HERE.

Key Talking Points:

• Processes and proceduresStart with SOP- using dropbox/google docs as place to store it. Can easily update dropbox as things change with technology/equipment etc. You can also add documentation and videos. 
• Blank template that has 4 questions- Why am I documenting this procure? Who will be responsible (who will create it and who will execute it), what are key elements? How is it done step by step?
• Majority of SOF’s you do want to involve your team (with few exceptions). It’ll be easier to have input and have buy in for employees. 
• Follow up procedure and method to do so
• Essential for becoming multi shop business 
• Example- answering phoneHow- most important and often the most difficult. Scripts can be helpful to capture vehicles, continue professionalism, time management and be consistent.  Inquiry, oil change call, price shopper 
• Why do SOP?Improve value of business
• Training for turnover and validating your team and associates (someone changes position)
• Keep employees consistent- validate with employee then hold accountable
• Biggest struggle- how do we run our business?Start by thinking through your regular day- Define the particular way you do things
• Failure to perform- Don’t know, can’t do, or dont care. Eliminate the “don’t know” by having SOP’s and eliminate the confusion.
• Most shops have procedures but they aren’t documented- additional time training over and over again 

Link to Brian’s Company: You Net Results HERE

Resources:

• Thanks to Brian Gillis for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

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