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The Front Counter: “Picking Up The Pennies” Aaron Woods [AW 134]

Carm Capriotto, AAP — Sat, 03 Dec 2022 05:15:00 +0000

Guest host and shop tour with Aaron Woods, Xtra Mile Auto Care, Stillwater, OK. Aaron’s service advisor is on paternity leave and he is back on the counter. Find out the benefits to an owner periodically working the service counter.

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Aaron Woods, Xtra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Key Talking Points

Building the business so you can work on the business not in the business- big picture think and 10,000 view.
Aaron is back on the counter while his service advisor is on paternity leave- opportunity to revisit processes and procedures
“Picking up Pennies”- your service advisor is your time manager.
7,ooo square ft shop- 6 bays, 5 lifts
Subletting tires- relationship with tire shop nearby for now, will start selling tires themselves within the next few months

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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

We Are Paperless and Loving It! [THA 302]

Carm Capriotto, AAP — Thu, 17 Nov 2022 05:15:00 +0000

What are the advantages, challenges, and needs for a shop to go paperless? Why is it critical to get buy in from your employees ahead of time? How do you create buy in?

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Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Bill Hill, Mighty Auto Pro, Medina, OH. Bill’s previous episodes HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Key Talking Points

Committing to going digital through the struggles: Finding team members that are capable and can teach the rest of your staff to use the digital platforms so they can teach those who aren’t so technologically savvy. Let your team members build the inspection, they are the ones doing it, and it will create ‘buy-in.’
For DVI’s be sure to take pictures of positive items as well- use the green to sell the red
Equipment- consider tablets, wifi keyboards, wifi enabled Trac phones for each individual. Centrally located computers for teams to use to research. Phones can be put in pockets, take better pictures and break less frequently
It’s not a change of who you are and what you are doing- it’s an advancement and enhances your processes and procedures
Going paperless will challenge your weak workflow processes, and any holes in your workflow will begin to show. It is imperative that each shop establishes strong communication expectations on things such as returning parts, dispatching, inspections, parts lists, etc
400% rule- keeping track of repairs not sold with a date to remind customers
It’s not a change of who you are and what you are doing- it’s an advancement and enhances your processes and procedures
Cloud-based storage for easy access (google drive for parts invoices, shop management systems for customer invoices & inspections)
Recruiting the younger generation with digital services
Colored key tags with invoice number– the paperless process starts here

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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

Plan For Slow Times [THA 275]

Carm Capriotto, AAP — Thu, 12 May 2022 05:15:00 +0000

The aftermarket is blazing busy. We may think that boomtown will continue without an end in sight. But what are your ‘slow day action plans?’ Some who have not been doing things ‘right’ are feeling the ebb and flow of typical cycle times, holidays, back to school, vacations, weather, and travel. Let this episode help you re-think how you prop up your business. Stop stopping.

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Kim Walker, Shop Marketing Pros, Listen to Kim’s other episodes HERE.

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE

Key Talking Points

Staying ahead of the curve. What we do today, is what we have tomorrow.
An effective SDAP (Slow Day Action Plan) isn’t something you pull out of a drawer or your SOP binder on days when the phone isn’t ringing and there are no cars in the bays.
The most important slow-day tool is already in your toolbox. You just need to know how to use it- be proactive, not reactive. Shop management platforms (tracking and analytics), CRM programs (managing the analytics), brand awareness, appointment reminders
Tire pressure checks- touchpoint opportunity
Service advisors- create urgency and can maintain urgency through booking future appointments. Customers will match your urgency.
Strengthen your relationship with customers
How involved are you with your community?
“Stop Stopping”
“If you’re not growing, you’re dying”
Assessment- how do you look from an outside perspective? Reviews? Social media presence? Website? Financial scrub of dollars going out?
Social posts: new equipment, ‘unboxing’ which attracts new customers and technicians
Actively participate in Follow-up and Marketing- when are you reaching out after the sale? 3 Days? 30 Days? How are you reaching out after the sale? It is critical that we honor our customer’s PMOC (preferred method of contact)

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