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21 Tips: How to Gain an Edge Part 4 [THA 328]

Carm Capriotto, AAP — Thu, 18 May 2023 05:15:00 +0000

Learn how to improve your business and take it to the next level with these 21 tips and insights related to management, marketing, customer service, and personal growth. Our panel provides practical tips such as refreshing online photos, using referral programs, and creating a virtual tour of the shop. They also encourage humility, vulnerability, and continuous learning as essential tools for success in the automotive industry.

Tom Ham, Automotive Management Network. Tom’s previous episodes HERE.

Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE

Jeff Grassman, Carsmart Auto Service, Sumner, WA. Jeff’s previous episodes HERE

Show Notes:

Watch Video Episode HERE
Updating Shop Photos (00:03:05) Updating old shop photos online to present a better image to potential customers.
Tracking Business Performance (00:03:53) Tracking business performance and using past successes to market the business to potential customers.
Tracking Your Numbers (00:04:23) It is important to track key point indicators and manage them to ensure clear expectations.
Empowering Your Team (00:06:03) The importance of empowering your team to make decisions and not wasting time on small decisions.
Effective Onboarding (00:06:46) Tips for effective onboarding, including giving new employees a legal pad and pen to follow and learn from experienced employees.
Customer Referral Programs (00:09:36) Customer referral programs and how they can improve business practices.
Be the Dumbest Person in the Room (00:11:27) The benefits of being in a room with people who are smarter than you and how it can lead to personal and professional growth.
Working Interviews (00:09:12) The benefits of working interviews and how they can help employers find the right fit for their business.
Be Humble and Vulnerable (00:13:03) Being humble and vulnerable when attending conferences and seeking to learn from others.
Using Clocks for Efficiency (00:15:16) Using digital clocks in the workplace to keep everyone conscious of time and improve efficiency.
Train, Tolerate, or Terminate (00:16:25)
Jeff’s tip on holding employees accountable (00:16:45) Jeff shares his method of holding employees accountable and how he avoids tolerating poor performance.
Getting through tough situations (00:19:59) Tips learned from a former Navy SEAL on getting through tough situations and how it can be applied to business.
Immediate Response (00:21:52) The importance of responding to customers’ inquiries immediately, regardless of the method of contact, to increase the chances of getting the job.
Preferred Method of Communication (00:23:56) The importance of finding out customers’ preferred method of communication to ensure convenience and satisfaction.
Building the Bench (00:24:03) The importance of building a team and having a bench of potential employees to minimize the stress of hiring and ensure a successful business.
Approaching Situations with the Intent to Learn (00:26:05) The importance of approaching every situation with the intent to learn, whether it be a good or bad situation.
Disarming with “Help Me Understand” (00:29:38) Instead of asking “why,” which can put people on the defensive, it’s better to say “help me understand” or “can you please help me understand.”
Parts Management (00:30:59) The importance of efficient parts management
Expectation Inspection (00:33:15) The importance of setting clear expectations and regularly inspecting them to ensure that everyone is on the same page and problems can be addressed before they become major issues.
Work Order Audits (00:34:38) The importance of work order audits
Get Involved with Your Neighborhood (00:35:13) The importance of getting involved with your community, joining nonprofits, and helping people. They explain how this can benefit your business and improve your stature in the community.
Stretching Out Your Outreach (00:36:46)
Run Your Shop from Your Favorite Vacation Spot (00:39:14) Technology nowadays makes it possible to run everything from a remote location and how it can help cure micromanagement.
Spend Intentional Time Every Working Day to Plan, Learn, and Manage (00:41:03)
Wear a Bright Jacket or a Loud Shirt (00:42:30) Russ shares the benefits of wearing a bright jacket or a loud shirt, how it can help you stand out and start conversations, and how it can be a part of your brand.
Virtual Tour of Shop (00:44:33) Using virtual tours of the shop to market it to potential customers.
Slack Communication Tool (00:45:47)
Useful Apps (00:47:47) Useful apps for the automotive industry, including Today’s Class, Mentor/Mentee, ASE Renewal, Grammarly, Microsoft To Do, and Canva.

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

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-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

Service Advisor Pay Plans [THA 301]

Carm Capriotto, AAP — Thu, 10 Nov 2022 05:15:00 +0000

How many jobs do your service advisors have? Who covers when you are short-handed? How many technicians per advisor do you have? Are you using technology and systems to a service advisor’s advantage? How clear are your objectives to everyone in the shop? What are some different pay plan options?

Watch the Episode on YouTube

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Bryan Kelley, Valley Automotive Repair & Electric, Covington, WA. Bryan’s previous episodes HERE.

Jeff Grassman, Carsmart Auto Service, Sumner, WA. Jeff’s previous episodes HERE

Dave Kusa, owner of AutoTrend Diagnostics in Campbell, CA. Listen to Dave’s other episodes HERE.

Key Talking Points

Service advisor ranked 5th or 6th most stressful job- how many jobs do your service advisors have? Who covers when you are short-handed? How many techs per advisor?
Are you using technology and systems to a service advisor’s advantage?
How clear are your objectives to everyone in the shop?
Building a model with everyone involved and everyone wins- 360-degree view with transparency with the numbers of the business
What is your culture? Hiding numbers?
It is about the money, but it’s not about the money- the incentive is to motivate and not ‘just enough to get by,’ and it has to be customizable based on their level. The plan has to have a direction.
Ask a mentor, coach, peer
Incentivizing the behavior- it has to be attainable
Future for advisors? Self-check in? Will they be needed?
Other compensations, no weekends? Hours of operation M-F? Lunch break schedule? Vacation time? Medical/dental cost paid by the employer?
If you have a family culture, what about the kids or spouse? College fund? Spouse bonus?

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

Big Success in a Small Town – Jeff Grassman [AW 120]

Carm Capriotto, AAP — Sat, 27 Aug 2022 05:15:00 +0000

Guest host and shop tour with Jeff Grassman, Car Smart Automotive Service, Sumner, WA.

Watch on YouTube

Jeff Grassman, Carsmart Auto Service, Sumner, WA. Listen to Jeff’s other episodes HERE

Key Talking Points

Moved south from the original location in 2013 – 15% of customers followed. Small town compared to original location. 7 lifts
The front service counter and the waiting room were originally built in 1932- the first service station in town
9 years later- retooled with a new crew of employees
All 3 techs are master techs, ASE certified and over 150% efficiency for 12-month period, low comeback rate. Blend of strengths together.
“Team has to win”
Hired an interior designer for Jeff’s house, she was also a customer, hired for waiting room. Reflective of the small town feel with a contemporary spin
Offers customer referral program, word of mouth, learning about your community, and getting involved.
Dealership experience- quality parts, clear communication with advisors and customers

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Flat Rate VS Salary Debate [THA 289]

Carm Capriotto, AAP — Thu, 18 Aug 2022 05:15:00 +0000

Are you doing flat rate, salary, or a hybrid model? What are the pros and cons of all three? My panel brings light to this hot topic from different perspectives. The consensus from the group is there is no cookie-cutter model on pay plans you must factor in your culture and your team.

Watch the Episode on YouTube

Jeff Grassman, Carsmart Auto Service, Sumner, WA

Carlo Sabucco, Sil’s Complete Auto Care Centre, Oakville, ON. Carlo’s previous episodes HERE.

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Key Talking Points

Flat rate shouldn’t be used to fix problems
A flat rate feels secure when there is a lot of work to be done, and there is tangible potential in front of them that they can get paid for. They fear when they don’t see the car count or have advisors who can’t sell and cater to presenting to “not get a no” from Mr. or Mrs. Jones.
The hybrid model: performance-based pay. It has a base to lead those with hourly fear to feel a bit of security and the abundance reward that can be created from getting paid for producing more than 8 hours per day.
All pay systems are good systems if the shop wins, the customer wins, and the employee wins.
The mindset behind flat rate is “ a worker is worth their wages.” They have the opportunity to create an increase which is about an abundance mindset. This mindset motivates itself.
The misconception that hourly is “safer” creates a scarcity or fear-based mindset. It always needs prodding to produce higher results at the level flat-rate can produce.
“Shorten the racetrack” by investing in multiple tools
Get your techs excited about their efficiencies and quality of life
Ask your employees what their ‘love language’ is

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com