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The Noble Mechanic: Before and After Transformation and Rebranding [AW 166]

Carm Capriotto, AAP — Sat, 15 Jul 2023 05:15:00 +0000

In this episode, Reggie Stewart covers a range of topics from dispatching and business operations to shop renovations. Reggie recently undertook renovations at his shop in Kokomo, Indiana, he modernized the colors and feel of the shop to give it an upscale vibe, with the help of an interior designer. He also discusses the importance of building a positive culture and is currently working on creating job descriptions and manifestos for each position to better define expectations and attract the right people.

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE

Watch Full Video Episode
Aftermarket Weekly 109 with Reggie Stewart
Is Your Company Culture Holding You Back? with Chris Lawson [RR 864]
The importance of dispatching in a shop (00:04:21) Reggie discusses the importance of having a dedicated dispatcher in a shop and the potential impact on efficiency and economics.
Business operations and booking appointments (00:06:25) Reggie talks about the current state of his business, being comfortably busy and booked out a few days, and the decision to add staff members. They also discuss appointment scheduling and managing waiters.
The need for a dedicated dispatcher (00:08:43) Reggie discusses the need for a dedicated dispatcher in his shop and the potential for hiring one in the future.
Writing manifestos for job positions (00:11:13) Reggie talks about writing manifestos for each position in his company to better define roles, performance, and culture.
Remodeling the Shop (00:16:33) Discussion about the renovation of the shop, including modernizing the colors, removing walls, and creating new spaces.
Targeting a Different Market (00:19:01) Exploring the demographics and target clients in Kokomo, Indiana, compared to Noblesville, and the challenges and opportunities of serving a different community.
Investing in Shop Updates (00:21:28) The importance of updating and investing in the shop, whether for attracting customers or preparing for a potential sale or exit strategy.

Thanks to our Partner, Dorman Products. 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

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Five Guidelines for Making Dispatch Work in Your Shop

Carm Capriotto, AAP — Thu, 08 Jun 2023 17:11:49 +0000

As someone who works in the automotive industry, I’m sure you are very interested in learning more about how to improve the process of dispatching your customer’s repairs. In a recent podcast episode, several service professionals shared their experiences, insights, and strategies to make dispatch have a substantial impact in your shop. Here are the top five takeaways from the episode. Listening to the show will give you even more ideas and ways to improve. LISTEN HERE. WATCH HERE.

Communication.
The guests emphasized the importance of constant communication between team members, including the technicians. They also stressed the need for clear communication with customers about job expectations and timelines.
Teamwork.
The panel compared running a shop to being on a sports team, where everyone must work together and be on the same page to succeed. They also discussed the importance of teaching and knowledge-sharing to ensure everyone is aligned with the company’s goals and values.
Flexibility.
The panel discussed the need to remain calm and adaptable in the face of unexpected events, such as an employee calling in sick, bigger problems than anticipated with the repair, and the proverbial challenge that a key leader getting hit by a bus. They also talked about the importance of constantly reevaluating and adjusting schedules and plans.
Having policies and procedures in place.
Panelists stressed the need for policies and procedures (SOPs) if the unexpected happens. These SOPs include who steps in, how we communicate to the customer, and what measures should be enacted that keep the client whole and the team together.
The right mix of jobs.
This can be crucial for a technician to have a productive day. The panel agreed that the service advisor plays a significant role in scheduling and dispatching. They also discussed the importance of overscheduling to compensate for the occasional curve ball.

A very passionate panel discussion that will fuel your thinking and motivate you and your team to review your dispatch practices. I highly recommend listening to this episode to excite your team to make your dispatch practices the best in your market and, ultimately, make your client experience the best ever. Customers may never know how hard you work your processes and systems to create a trusted relationship.

Thanks to, Nick Howard, GM at Reggie’s Motorworks, John Long, Co-Owner Shertz Auto Service, Steve Braun, Ulmer’s Auto Care, and Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service, Dan Taylor, Transformers Institute

Making Dispatch Work

Listen HERE

Watch Video HERE

The Art and Science of Dispatch

Listen HERE

Watch Video HERE

Making Dispatch Work [THA 330]

Carm Capriotto, AAP — Thu, 01 Jun 2023 05:15:00 +0000

What are the challenges of making dispatch work in the automotive aftermarket industry? Our guests share their experiences with dispatch in their companies, emphasizing communication, flexibility, and teamwork. They also discuss the qualities of a good dispatcher and the need for policies and procedures in unexpected events. They stress the importance of simplifying technical information and building trust with customers. The episode concludes with a discussion of the interaction between dispatchers, customers, and technicians and the immense responsibility that comes with the job.

John Long, Total True Automotive, Shertz Auto Service, Schertz, TX. John’s previous episodes HERE.

Nick Howard, GM at Reggie’s Motor Works.

Steve Braun, Director of Sales & Customer Service, Ulmer’s Auto Care, Cincinnati, OH.

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE

Show Notes:

Watch Video Episode HERE
The Art and Science of Dispatching [RR 849]
Dispatch roles (00:03:13) The different roles involved in dispatch, such as parts person and dispatcher, and how they are separate in their companies.
Creating an app for dispatch (00:04:39) The idea of creating an app for dispatch training and how it could help service professionals learn how to handle different situations.
Dispatching in a Lean and Mean Shop (00:06:33) Dispatching in a two-store building with no parts people
The Art and Science of Dispatching (00:08:05) The importance of having a culture and team strengths to support dispatching, as well as the balance between innate abilities and training.
Finding the Ideal Candidate for Dispatching (00:10:12) The DISC test and the ideal candidate for dispatching, including the importance of customer service, rules, influence, and decision-making skills.
Dispatch policies (00:12:53) The importance of having policies in place for dispatch, including what happens if the person in charge is unavailable.
Handling roadblocks (00:14:22) How to handle unexpected issues that arise during the day, including adapting and finding solutions.
Team dispatching (00:19:42) The idea of having everyone on the team responsible for dispatching, with clear goals and good communication.
Teams Philosophy (00:20:22) The importance of having a team philosophy and how it affects efficiency and dispatch.
Customer Experience Officer (00:22:21) The concept of having a CXO (Customer Experience Officer) in a business and how it can improve the customer experience. They suggest giving every team member the title of Chief Experience Officer.
Dispatch and Diagnoses (00:25:15) The challenges of dispatching cars for diagnoses and repairs, and how they have adapted their dispatch process to improve efficiency. They also talk about the importance of setting expectations with customers.
The line between scheduling and dispatch (00:28:27) The relationship between scheduling and dispatch, and how they need to work together to ensure a technician’s successful day.
Scheduling and dispatch goals (00:30:34) The goals for scheduling and dispatch, and how they need to work together to achieve them.
Dispatch as a career path (00:32:55) How dispatch can be a career path opportunity, and how it can be a fun and rewarding experience.
Communication is Key (00:35:46) The importance of communication in the automotive industry
Flexibility is Essential (00:36:35) The ability to pivot quickly and adapt to changes is highlighted as a key factor in improving productivity in the automotive industry.
Try it and Learn (00:37:58) The panel encourage shop owners to try implementing dispatch and learn from their mistakes, emphasizing the importance of feedback and communication in the learning process.

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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The Art and Science of Dispatching [RR 849]

Carm Capriotto, AAP — Tue, 16 May 2023 05:15:00 +0000

Dan Taylor and Reggie Stewart to discuss the art of dispatch in the automotive repair industry. They emphasize the importance of efficiently dispatching and scheduling jobs, using the team’s strengths and weaknesses, the need for accountability, daily tracking of labor inventory to ensure goals are met, and the challenge of accommodating walk-in customers while maintaining productivity. They stress that dispatching is crucial to the business’s success and suggest creating a simulator or role-playing exercise to teach dispatching effectively.

Dan Taylor, Senior Business Advisor, Transformers Institute. Dan’s previous episodes HERE

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE

Show Notes

Watch Full Video HERE
(00:00:45) The art of dispatching and scheduling jobs efficiently, using the strengths and weaknesses of the team, and prioritizing big jobs.
(00:03:08) Is dispatching a natural aptitude or something that can be learned?
(00:05:04) The art of dispatching big jobs and how to prioritize them, using the metaphor of stacking big rocks in a glass bowl.
(00:06:28) The importance of efficient scheduling and how it can affect technician’s productivity.
(00:10:34) Intentionally overloading the schedule to account for no-shows and unexpected delays.
(00:11:35) Blaming technicians for poor production is not always fair, and how the front end plays a significant role in the capability of the back producing what is asked of them.
(00:18:18) How to deal with walk-in customers and accommodate them without affecting productivity.
(00:22:31) The culture of technicians and scheduling or dispatch problems.
(00:25:08) Dispatching is not being taught and how there is going to be a huge emphasis on this art/teachable skillset of dispatch and optimizing it.
(00:27:46) The importance of working smart and not just shoveling cars through buildings.
(00:28:27) Dispatching can be taught through simulation, training, and role-playing, and how the younger generation is more in tune with this.
(00:34:53) How to prioritize tasks using the urgent and important matrix.
(00:36:17) The balance between new customers and work that’s already been sold, and how to prioritize customers as far as scheduling.
(00:38:42) How dispatching and scheduling can help reduce turnovers and get the first downs right, and how it can lead to winning more often.

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

Connect with the Podcast:

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

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

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

Two Locations, One Campus [AW 109]

Carm Capriotto, AAP — Sat, 11 Jun 2022 05:15:00 +0000

Guest host and shop tour with Reggie Stewart, 2 locations, Reggie’s Motorworks and Noble Auto Service, Noblesville, IN. Find out how and why Reggie branded 2 separate locations in 1 former dealership space.

Watch the Episode on YouTube

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Listen to Reggie’s previous episodes HERE

Key Talking Points

2 separate brand names
Was in the European repair for over 12 years, building next door became available
1 alignment bay for both shops
Enough difference between European and general service to have it make sense
Saw the need for light diesel/sprinter work in the community
Options for the community is dealership, chain, mom and pop’s in retirement age

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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

The Lowest Price Shop Is Not Your Competitor – Reggie Stewart [RR 748]

Carm Capriotto, AAP — Fri, 27 May 2022 05:15:00 +0000

What do you do when a disgruntled customer wants to know why your shop is more expensive than the one down the road? Are you educating customers on the value of your services? Do you feel like you have to defend your profitable business model? Does the shop down the road, which has the crazy low price, realize their business won’t be worth it’s value when it’s time to sell?

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Listen to Reggie’s previous episodes HERE

Key Talking Points

Did the owner pay off the property 30+ years ago? Why isn’t he paying himself rent? Do the employees of this shop make appropriate wages? Do they provide any benefits? What happens when you have a more complicated problem?
Then, they are perpetuating the idea that the auto repair industry is untrustworthy, when in fact it just costs more to build a modern trustworthy business.
“There’s a shop for every client, and a client for every shop”

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Check out today’s partners:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

More Time. More Profit. Transform your shop at getshopware.com/carm

Maybe You Need a Boss [THA 252]

Carm Capriotto, AAP — Thu, 02 Dec 2021 05:15:00 +0000

Key Talking Points

Do you feel like you operate in your own space and own world? Are you missing perspective from other local shops, or out-of-area shops? What is the pulse of your curiosity and perspective? Do you have someone that holds you accountable to grow? Are you able to take a vacation?
The customer/client IS the ultimate boss, no matter what we think- they sign all our checks
Learn from your failures
“Independent Shop Owners” They are independent, it works for you and against you.
Business coaches have businesses coaches- you are not exempt
Learning something new- “Am I smarter? Or is the pool of knowledge is so big?”
Mutual accountability with your team back and forth with the owner
Are you too focused on the trade and “fixing the car?”
Different seasons require different types of accountability- pushing forward, attention to detail, reeling back in, etc. Growing means you always have different approaches to your business.
Get out and go to events and training- you WILL resonate with someone there and it’ll change you.
6,000 independent shops went out of business last year, others are expanding and building muli shop businesses
Do you have blinders on or are you seeking growth?
Not every technician needs to be an owner and shouldn’t be an owner- starting a business so you “don’t have a boss” isn’t the way to go about it. Entrepreneurial freedom doesn’t start until years after you grow your business the right way.
Investment means you give to get

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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.
Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more.

The Panel

Ryan Clo, Dubwerx, and AVID AutoWerx, Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Listen to Ryan’s previous episodes HERE.

Reggie Stewart, Reggies Motor Works, and Nobel Auto Service in Noblesville, IN, Euro Specialist. Reggie’s was founded in 2006 as an eBay business selling used/vintage BMW parts. The initial funding for this venture was a $1,000 loan from his best friend. Over the past 15 years, this business has evolved from a dark cold building with no plumbing into a state-of-the art European repair facility, offering dealer level-service with a premium client experience.

Noble Auto Service was founded in 2020 to give owners of non-European cars a client experience very similar to Reggie’s. The plans for this business were well underway when the building next-door to Reggie’s became available, so the two businesses share an adjoining parking lot.

Greg Bunch is the owner of Aspen Auto Clinic, a six ocation automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.

Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry.

Listen to Greg’s previous episodes HERE. Transformers Institute HERE.