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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 procedures
    • Start 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 phone
    • How- 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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Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast; the only one of its type in the automotive aftermarket. Carm calls on his 35 years’ 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, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ path to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

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