From Awkward to Authentic - Rethinking Networking

How has Matt Lachowitzer been able to expand his multi store business while maintaining the culture within it? How did his team support each other through the sudden passing of a key manager? It all starts with building better people. So how do you do that? How do you find those unicorns that want to grow with your company and lead better lives themselves?

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Show Notes

• Lost a key manager that passed away in the shop- 43 years old. Got the shop back together with the help of the other shop managers. Paid everybody for the day off for the funeral and for the day that they closed. Promoted within and already had potential employees in the wings- always be recruiting.
• A new hire must read 2 books (Customer Service Revolution- John DiJulius and Unstoppable- Dave Anderson) and will spend 30 days in training before they’re really set loose. 
• Multiple different layers of managers- district managers, store level managers, shop foreman, and a lead tech that oversees all the shop foremen.
• Don’t just build better team members, but rather build better people.
• Focus on hospitality training.
• Rip off and duplicate- nothing’s new, you just have to make it yours.
• FORD – family, occupation, recreation, and dreams.
• Acquisitions- owners retiring, consolidation.
• What is your exit strategy?
• Pay attention to Opportunities- little things that matter.
• Do research and homework on the company before investing in or buying them
• Advice if you want to grow to multi shops- have a phenomenal team before starting a new shop, people who want to grow with you. Share your goals with your team. Be transparent. Have your finances in order. Solid systems and processes.  
• Keep the career path aligned so they’re growing and seeing the value and the work they’re putting in.
• Connect, build a relationship and have a coach. 
• You learn from every interaction, every moment of everything you do if you allow yourself to be able to be open to it.
• Launched ‘Hammer Consulting’ Coaching

Thanks to our Partner NAPA AUTO CARE

Learn more about NAPA AUTO CARE and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

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Important Books

Live from the 2022 Transformer’s Summit, keynote speaker John DiJulius categorizes the automotive industry as a ‘grudge buy’ for customers when they are at their most vulnerable. How is this an opportunity for your business to be the ‘hero?’ How do you make price irrelevant?

John DIJulius, John Robert’s Spa, The DiJulius Group. John’s had the privilege of working with world class companies like the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more. Listen to John’s previous episodes HERE

Watch Full Video Episode Here

Show Notes

• Drove for UPS- his wife was a hairdresser, and they opened a salon. John started getting involved in the business.
• “We aren’t going to be the best salon, we will be the best experience of your day.”
• Chambers of commerce businesses started asking John for business consulting. 
• 20 years ago John’s first book came out and took him to the next level
• Business and Artistry Pengeleum  
• Making price irrelevant- based on the experience your brand consistently delivers, your customers shouldn’t have an idea what your competitors charge because they aren’t window shoppers.
• Who is more expensive? Why are they? 
• “We do $10 haircuts” vs “We fix $10 haircuts.”
• Give the experience before you charge for it and justify it -“What does a $1,000 haircut look like? What is that greeting like? How is the massage during shampoo? What does a $1,000,000 keynote speech look and sound like?” 
• Grudge buy and losing time- automotive repairs. When you can come to the rescue when a customer is at their most vulnerable, there is an emotional connection and memory made.
• Customers asking about price- opportunity
• The biggest cause of anxiety is uncertainty- no update update for customers  
• Level 1 through 10 hairdressers based on expertise 
• “Discounting is the tax you pay for being average.”
• Things that make a brand something customers can’t live without- the quality of work, consistency, employee evangelism (educate vs sell), how do you make me feel,
• Capitalize the ‘C’ in Customer to show the emphasis in your policies and procedures 
• Building relationships with FORD- family, occupation, recreation, dreams
• Disney- know your role and be ‘on’ when you’re on, leave your problems at the door
• The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World- John DiJulius
• The Relationship Economy: Building Stronger Customer Connections in the Digital Age – John DiJulius

Connect with the Podcast:

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Important Books

Check out today’s partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

John DiJulius is redefining customer service in corporate America today. He didn’t read the books on customer service, he wrote them: Secret Service, Hidden Systems That Deliver Unforgettable Customer Service, What’s The Secret? To Being a World Class Customer Service Organization, The Customer Service Revolution, The Best Customer Service Quotes Ever Said, and The Relationship Economy One of the most captivating and charismatic speakers today, John’s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels.

As the authority on world-class customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations.

John is not just telling others how to do it. His strongest attributes may not only be that he has the experience of working with extremely large companies, but knows how to translate those processes to fit small business models as well. Not only is John the Owner, President and Chief Revolution Officer of The DiJulius Group, he is also the Founder, President and Owner of John Robert’s Spa; Named one of the Top 20 Salons in America with multiple locations (and over 150 employees), which he uses as living laboratories to test his findings and theories. Check John’s other episodes HERE.

Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada.

Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of successful businesses to his credit.

Alan is driven by his desire to share his extensive knowledge of the industry and to help others succeed. His main focus today is coaching, consulting and training independent shop owners and dealer groups. Alan’s passion is to see businesses be revitalized through great process and amazing customer experience. Find Alan Beech’s previous episodes HERE.

Key Talking Points:

• Investing in customer experience- being intentional in service you deliverThere’s a science to have customers keep coming back- showing you care about customer
• Can’t just tell yourself you’re the best in the industry, instead, you need to compare yourself to other experiences you have
• The wrong motto is “treat the customer as you want to be treated”- everyone needs service aptitude training because people naturally have different levels depending on age and what they’ve experienced themself
• Can’t out market or outspend your competition- need to out love them with customer experience
• Focus on appreciating customers that trust you and give you their business
• Starts with remembering client
• Secret service systems- ability to know and collect customer intelligence and personalize itGet to know someones FORD in order to establish a relationship-Family, Occupation, Recreation, and Dreams
• Example- customer picks up the car and a new can of pop is waiting in cup holder because technicians saw what they like to drink from the garbage in vehicle
• Soft skill trainingRemove personal interpretation of customer service
• Do you know who your customer is? Their highs and lows in their life- have compassion and empathy
• Deliver genuine hospitality with 5 E’s-Eye contact, enthusiastic, greet with an ear to ear smile, engage and educate
• When someone thanks you and you reply “no problem” which is a double negative- replace with “my pleasure”
• “Don’t ask the customer what they want, give them what they can’t live without.”
• “Never expect your customers to be happier than your employees.” -customer service starts with the core culture of business and employees
• Everyone has seeds of potentialThe seeds that don’t reach full potential are cheated
• People are dependent on us to be extraordinary so we can lift them
• Make customers your priority
• Customer Vision Statement from Alan Beech“Life has its priorities, you are mine”

Link to: Chick Fil A “Every Life Has a Story” HERE

Resources:

• Thanks to John DiJulius and Alan Beech for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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• Find every podcast episode HERE.
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• Key Word Search HERE.

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NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.

Learn more about Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com.