21 Tips To Gain An Edge Over Your Competition – Part 3
With me, in this part three is the same crew from part two and part three. Todd Westerlund, CEO of Kukui , Jeremy O’Neal Freedom Automotive in Hesperia, CA and President and lead sales trainer for Advisorfix and Mark Goldsmith Mark’s Independent Service in Chatsworth, CA
There was a special challenge put forth by Todd Westerlund from Kukui and you’ll discover that at the end of the episode. The combined tips between the three parts are 68 which includes bonus tips.
Too many to list, but you’ll find not only great ideas in this episodes but trends you must be implementing if you plan to stay relevant and in business.Listen and view episode notes
David Justice – You Must Manage Your Labor Profit Before Anything Else
When David Justice sold his $5M business he was already speaking and coaching in partnership with NAPA. To help run his business David created the Labor Profit Management tool to keep a tight and smart handle on his labor and he was traveling the country and speaking to service professionals on the power of managing your labor.
Post sale he started Repair Shops of Tomorrow which not only incorporates the Labor Profit Management tools along with a focus on marketing programs.
David decided he needed to give back and is working hard to help shop owners achieve exceptional success. We talk about his three-legged stool, rewards, networking, and so much more.Listen and view episode notes
Niche. Finding Specialties to Create New Business Services.
A very interesting summit, a lesson for the forever student of the aftermarket. We’re talking Niche or Finding Specialties to Create New Business Services. A vibrant discussion to challenge the use of your talent and facility and to listen to your customers and find out exactly what they want and need from you.
The panel warns you to keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet. Review your current business model. We will not survive doing what we always have done.
The panel will help you understand How to consider a specialty, product based niche vs. service based niche; but an overlying theme is to be sure the basics are being done right. You cannot add a new service if you don’t aren’t fixing your customers’ problem right the first time. Get your house in order before adding.Listen and view episode notes
The Best Job in The World!
Andrew Emery is the owner and operator of Antero Automotive in Greenwood Village, Colorado. He believes if you take care of your employees, they will take care of your customers.
This episode tackles relationships with customers and employees on how it can be your secret sauce to success. Every customer receives a free car wash.
After 22 years in the industry and 10 years as a business owner, Andrew still loves what he does every day. He gets to turn a wrench when needed and he gets to serve others. Andrew started this business to change the way people look at automotive repair shops.Listen and view episode notes
Bring Them Back: How To Revitalize a Lost Customer
Our lively discussion starts with the Customer Retention Myth and ends with taking extreme ownership of your customer and keeping them in the fold. We talk about steps to get lost customers back, the power of relationships, the power of culture in customer retention and what type of marketing works for retention and revitalization up to and including a phone call.
The panel: Shari Pheasant, owner with her husband of A Master Mechanic, in Reno, NV and is a business coach and president of Horsepower Strategies and Ron Ipach, co-founder of Repair Shop Coach and known as Captain Car Count and David Roman, owner of Done With Care Auto Repair in Merriam, KS.Listen and view episode notes
Low Hanging Financial Fruit That Will Improve Your Profits
The cost of doing business rises each year. Net profits that are necessary to move your business forward are challenged each day.
Our panel talks about the value of inspections on your sales, association membership, and billing for all parts and fluids used on a repair. We get into some cost savings ideas and using the power of a company credit card to help with training costs.Listen and view episode notes
For The Record. Maylan Newton. Pay attention to your numbers.Listen and view episode notes
A Family Affair
Jonathan Ortiz is the General Manager at Foreign Affairs Auto, West Palm Beach, Florida finished his MBA at Northeastern in Boston. Since he joined the family business, he played a key role, with his Dad, in the transition from a used car dealership to full-service repair. He embodied a people first culture and took the entire shop to Worldpac this year.
He’s changed the way he approaches new hires because of losing past hires before they are set to arrive. Jonathan shares the changes he’s made to his hiring practices because of the impact no-shows has had.
Foreign Affairs Auto’s service pledge is same day service. Their client base is mostly European and has come to accept repairs to take more than one day. Making repairs in one day brings differentiation in the market.Listen and view episode notes
The Importance of Soap-Paint-Light
Leon Martin started his shop on a 60×40 oat-field, in a community with a population no less than 2,200. He started it with pure guts and determination despite detractors that told him that he can’t do it. When Auto Tech was open in Rochester, Washington for appointments, he appealed to the emotion of his customers.
Starting a business has a lot of challenges especially on the financial side of things. Leon shares some tips on how to make a wise financial decision, getting a business coach, advocating shop cleanliness and the deeper value of customer service. He shares his cleanliness, colors and bright days and nights in Soap-Paint-Light.
He always tells his customers Maintenance is easy to schedule, breakdowns are not. His customers will nod in approval while he and his crew extract a smile and a simple ‘what can I do to make your day better’ will work wonders on any given situations.Listen and view episode notes
Can David Beat Goliath?
The Academy panel dives into the dichotomy of David and Goliath. David, quick nimble and did not perceive that he was an underdog. The panel considers that larger industry players can be Goliath-like … complacent, too structured, weighed down with rules and inflexible. It doesn’t mean that it is bad, but they say small and nimble is better than big and sluggish. They are quick to point out that we can learn a lot from Goliath’s as it pertains to systems and processes.
Ironically we did discuss that having a Goliath mentality may be good for a David. We talked about business models, being able to adapt to changes in the marketplace and consumers habits. A great example in the discussion was that Starbucks is a Goliath but they hire Davids. A very potent strategy for success. We also talk customer loyalty and what we can learn from the Goliaths of the aftermarket.
The Panel: Bambi Crozier, from Car Clinic in Lowel, AR, Jeremy O’Neal, Freedom Automotive, Freedom Automotive in Hesperia, CA and President and Lead Sales Trainer at AdvisorFix and Scott Pelava, Lonsdale Auto Works in Lonsdale, MNListen and view episode notes
Friends To The Rescue.
Mark Bergasse from Marks Auto Service in Oakville, ON, had a life-changing medical condition. A heart attack that precipitated a quadruple bypass. His wife Sandy called their friends Glenn Colling of Eastside Auto Service, Todd Sarson of Stop N Go Automotive, and Carlo Sabucco of Sils Complete Auto Care Centre. They share their story of support to Mark and Sandy.
This story is about friendship, caring and the power of humanity. Are you prepared for a possible business or life-changing moment? Is your network in place? Are your friends or competitors ready to step up. Mark, Todd, Carlo and Glenn share the backstory on the value of friendship first, competitor second.Listen and view episode notes
Influence your Customers In Their Digital Hangout.
Mandy Pennington is the Director of Internet Marketing at Net Driven and she brings an array of ideas to improve the influence you have on your customer where they interact with you in their digital world.
The more listening and empathizing you are engaged with your customers the more effective you can make your marketing and experiences. Be your customer’s ‘Day Maker’. Take ownership of your website and your social media channels so you can influence your customer in those micro-moments. Meet them where they are.
We talk SEO, your customer purchase journey, and digital marketing trends for 2018 & beyond. We discuss protecting your online Image and the very big push for having a mobile-friendly website. It will make a difference in your digital marketing.Listen and view episode notes
Underutilized Shop Management Systems.
The panel is all about max utilization for your SMS. You are going to learn a lot and maybe walk away with an action plan to better utilize your SMS.
Listen to Tom Ham, Automotive Management Network and shop owner of Auto Centric in Grand Rapids, MI, Scott Brown, from Diagnostic Network and shop owner of Connie & Dicks Service Center, Claremont, CA and David Roman Shop owner of Done With Care Auto Repair in Merriam, KS and Facebook Group Founder, Ask-A-Mechanic.
Among the talking points: There is a training gap on features and actual uses, cloud-based SMS is where we are heading, and it is the shop owner’s responsibility to request and get the training from your SMS supplier.
From a marketing and customer perception, when you are all digital and you come across as ‘high tech’ from counter to bays, it also puts you ahead of the pack and provides a certain level of differentiation.Listen and view episode notes
Listen In On Four Different Roleplays of Service Advisor and Customer.
In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who sums up in their own words what was great about the role play. The observer also suggests ways to improve.
The ‘actors’ are Lauren Giver, Service Advisor at Los Gatos Auto Service Campbell, CA, Barry Barrett, Director of Training at RLO and Clint White Shop Manager at Coopers Auto Repair Specialists in Tacoma, WA.
Access your own skills as a service advisor with this roleplay workshop. Owners, consider roleplays as a teaching strategy. Find the key takeaways from each role play at remarkableresults.biz/a069Listen and view episode notes
Fundamentals, Systems, People Development and How to Work From Home
Tom Ham has been a great contributor to the podcast and with his years of experience as a shop owner and chief conductor at Automotive Management Network, he has a perspective and/or opinion on all aspects of running a successful and professional automotive service business.
We’re going to talk about basic block and tackling, the power of good systems and procedures, because if your not your dying. Also, hear about a clever idea to extract business improving ideas from your team and three questions to ask yourself to discover if you can start to walk away and work away from your business.Listen and view episode notes