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Are You Selling Customer Experience or Price? [THA 284]

Carm Capriotto, AAP — Thu, 14 Jul 2022 05:15:00 +0000

Price, price, price…our lives seem tied to it. And when it comes to customers, sometimes the price is the only question they feel they can ask. Instead of chalking them up as ‘price shoppers,’ are you using it as an opportunity to build a relationship and educate them on the value of your services? Many struggle with this. My panel discusses ways to make price irrelevant. Stay tuned and shift your perspective on price.

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Rob Choisser, Choisser Automotive Services, Davidsonville, MD. Listen to Rob’s previous episodes HERE

Jim Hayes, General Manager of Pacific Motor Service, CA, Listen to Jim’s previous episodes HERE

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Key Talking Points

“Who is running this ship?” Is it the customer or is it you? Your answer to this question may just be the most important lesson you’ll ever learn as a shop owner.
We are the experts” Customers will be taken care of at a high level
Experience- providing the feel of the hospitality industry. “…exceed the expectations of every guest, every time.” –Pebble Beach Mission
The consumer is a price checker, the customer understands the value of repair, and clients leave credit cards and keys
Never compromise trust and integrity by diverting your processes and procedures
Are you mentoring your customers that build trust?
Why can doing /not doing these promote loss vs gain? People often avoid the potential of losing more than they pursue the hope of gaining.
What are the desired outcomes of owning a vehicle? Sell these – They are PRICELESS. When a customer loses one of their desired outcomes they come to you. Freedom, Efficiency, Excitement, Recognition, Safety, Utility, Exploration

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

Ethics 101 [THA 272]

Carm Capriotto, AAP — Thu, 21 Apr 2022 05:15:00 +0000

Did you know ethics, culture, and team go hand in hand in a successful business? Doing the right thing means having full transparency, trust, and integrity. Listen firsthand to my panel as they discuss ethics 101 and some standout scenarios they’ve experienced.

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Andy Pollina, Legacy Auto-Tech, Grand Rapids, MI. Listen to Andy’s previous episodes HERE

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Tom Schearer, Schearer’s Sales and Service, Allentown, PA

Key Talking Points

Ethics means doing what is right, not what is easy.
Integrity: Doing the right thing even when nobody is looking.
The hard part is that “ethical” is so subjective. There will never be one iron-clad “ethics manual” because one’s ethics are based on so many factors such as Upbringing, culture, faith, tradition, etc.
Guide customers and be transparent- the value proposition is based on integrity and ethics
DVI’s- adds to ARO and gives customers a report they deserve
What is your shop’s character? How do you care about your customer’s and employees’ safety?
“Rules of Engagement” – identify what you want instead of focusing on what you don’t want
Ask the right questions- “discovery conversation” building trust
Ethics are continually evolving due to many factors such as technology, changing societal norms, science, hard lessons, etc.
Ethics as it applies to automotive service: Pricing, Employee Compensation, Warranty: how much do you need to cover in the case of a part failure that you won’t be reimbursed for?
Continue to lead by example

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

See how Broadly can help YOU grow your auto shop. getbroadly.com/chat

Are You Offering ‘Only’ Synthetic Oil Services? [THA 270]

Carm Capriotto, AAP — Thu, 07 Apr 2022 05:15:00 +0000

Questions, what is your customer oil change service like? Have you transitioned to ‘synthetic only’ oil for your customers? How do you stock all grades and weights? The days of $20 oil changes every 3 months is gone. My panel of shop owners discuss why they have synthetic only oil service and how it’s improved their efficiency in the bays and for their customers. If you have not implemented this business strategy learn in this episode why you need to do it.

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Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Joe Hanson, Gordie’s Garage, Roseville, MI. Listen to Joe’s previous episodes HERE.

Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Key Talking Points

A $100 synthetic oil change doesn’t cost twice as much as a $50 semi-synthetic oil change service
The interview process “how much is an oil change?” gives you an opportunity to highlight your service
Gain valuable shop floor space by consolidating your bulk oil storage and eliminating unneeded oil grades that do not promote the right customer in the first place.
Oil changes- don’t take lightly, $20 oil changes are gone and should be gone
Don’t rely on the ‘sticker’ to check on oil- educating customers
“Maintenance service” Not due for an oil change? 7,500-mile intervals. 1,000 or 2,000 miles left? For 2x a year maintenance, it’s worth changing the oil early.
Car count goes down, but the average repair ticket is going up
Taking more time during inspections
Shifting into the changing times with EVs- sell maintenance not oil changes
Simplicity and efficiency- eliminating stocking different oils, no bundles
Implementation- shop meeting first for the buy-in with employees, discuss the oil intervals, work with suppliers, what is included, what are you saying to customers and pre-booking customers

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

See how Broadly can help YOU grow your auto shop. getbroadly.com/chat

Are You Grateful 365 Days a Year? – If Not, Why? [RR 696]

Carm Capriotto, AAP — Fri, 26 Nov 2021 05:15:00 +0000

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Key Talking Points

What are you grateful for? The world isn’t ending. Stop comparing yourself to the content coming at you.
When you make a decision to move forward, don’t turn around and second guess yourself
Leadership comes through gratitude
Hire compliments to yourself
Suffering comes from judgment
“Air smells the best and freshest after a hard rain”
Awareness- isn’t that you’re having a thought, but that you are aware you are having a thought. That is your consciousness.
Learn from other people’s second chances before you have to be the one to learn from your second chance. You must have balance.
Compassion- there’s more going on in people’s lives than you know about
If you want respect, respect someone into respecting themselves
Consumerism- willing to pay extra
Do you hire for work ethic attitude? Do you love what you do for a living
Suffering comes from judgment- wean yourself off of the judgment that you have centered around you, judgment that comes toward you, and judgment that you place on yourself
The grass isn’t always greener
Book “Who not How” LINK
“Every Life Has a Story” Chick Fil A LINK

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This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever.

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/carm

Scan Tools Part 3 [RR 678]

Carm Capriotto, AAP — Fri, 24 Sep 2021 05:15:00 +0000

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE.

Keith Perkins has been in the industry over 15 years, serving in various capacities, including; engine machinist and assembler, dyno tuner, diagnostic technician, instructor, technical information specialist, and many more roles through the years. He currently operates L1 Automotive Diagnostics and Programming LLC a mobile module programming, diagnostic, immobilizer solution company, Keith also operates the L1 Automotive Training company that offers advanced level automotive training on-site and online at www.L1Training.com. Keith holds the title of ASE Master Certified L1 Technician, holding ASE certifications: A1-A9, L1, L2, L3, X1, P2 and various other industry certifications, he also serves as a Subject Matter Expert for ASE. Listen to Keith’s previous episode HERE

Key Talking Points

Your favorite scan tool(s)
Keith Perkins Web site: l1training.com
Keith’s and Matt’s preferences on scan tool by platform
Shops need to support their team with an investment in scan tools and subscriptions to sites to help support their use and application of them in diagnostic work and challenges
Scan tools in general do not program.
There is a difference between a scan tool and a diagnostic platform
Scan Tools Part 1
Scan Tools Part 2

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