The Dreaded Come Back: The Keys To Prevention.
Comeback prevention starts at the front door. It is all about communication. Writing enough information to the technician the better he/she can handle the diagnosis.
To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much. Quality, not quota, is the strategy you need to adopt to reduce comebacks. You should always be looking to improve. Your processes will drive a well-managed quality program.
The quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed. Tracking every comeback is a necessity if you are going to reduce your comebacks.Listen and view episode notes
How To Get Value From Recorded Service Calls
Listen and learn from Rena Rennebohm, service advisor coach and the Chief Training Officer of ACT Group, Keith Williamson, president of Williamson’s Repair and Tire in Bondurant, IA and service advisor Lauren Giver, from Los Gatos Auto Service in Campbell, CA.
Listening to just one side of a customer call does not do justice in improving and training your service advisor. Service advisers need quality training, no different than technicians and business owners and the recorded phone call is an important element to that training. Save good calls and go over what a good call sounds like. If your shop does not record calls, then get your shop secret shopped. You’ll be convinced.
Find one phone call that works play it over and share it with your team; you will grow your business. Recorded calls and coaching helps to convert and opens the learning to be a better communicator. A great outcome of recorded calls is the opportunity to make changes to your policies. You’ll discover what works and what doesn’t.Listen and view episode notes
Many Problems Are Found in A Lack Of Communications; Therefore Good Communications Can Prevent Come Backs.
Improving Communications Between the Service Adviser and Technician with Jude Larson from Valley Repair in Tenino, WA and also with JML Real Solutions, also Darrin Barney, Owner of Barney Brothers Off Road in Grand Junction, CO and Donnie Carter, Service Manager at Little Wolf Automotive in Waupaca, WI.
Communication is an important tenant in any service business. It is up to the service advisor to bring the ‘novel’ to the technician. Listen hard to the customer and write down the details of their issue or concern.
Technicians results are dependent on getting a good path to follow. Give them a great opportunity to succeed with clear in-depth information. Techs need to do their part and provide clear information back to the service advisor to support the recommendations they are going to provide as a value to the customer.Listen and view episode notes
The Digital Shop: A Discussion.
If you are contemplating the future and know you’ll need to get there maybe sooner rather than later this roundtable discussion has a lot of information for you. Panelists are Joe Sevart from I70 Auto Service from Kansas City, MO, Bill Connor the General Manager form Craig’s’ Car Care in Allen, TX and AutoVitals CEO Uwe Kleinschmidt.
There are many important info points here to help you and guide you in this inevitable change to your business that will be as important as having lifts in the bays. You may not be ready to implement a totally digital inspection, CRM, and workflow system, however, you’ll want to invest the time in this episode, to you keep your learning curve high and hear from shop owners who have done it and are so happy they did.
The digital strategy is to have the service advisor to do more advising and less busy work. Digital also allows the customer to be anywhere and still see the problems via still pictures and videos.Listen and view episode notes
The Four Cornerstone Approach to Service Counter Success
David Eschbach shares his method for improving the relationship and experience with the service advisor and customer.
Here is an in-depth discussion on improving your service counter. It is no secret, we have great people on our service counters and a regiment of training brings fresh ideas and helps tighten your customer relationship.
David shares his Four Cornerstone approach to service counter success. It is a simple process as we look to your customer and discover: What is Broke, Why is it Broke, and then give them a Statement of Benefit and Recommendation and finally Explain How are we Going to do the Repair. Of course, money is a byproduct of a great service experience.Listen and view episode notes
Wide Open Discussion from Three Aftermarket Technicians and One Who Left the Industry.
As usual, these guys brought their opinionated selves to the interview, yet spoke from the heart about topics they are passionate about. Some no holds barred discussion points. There are times where there is no sugar coating and that is good to embrace all sides of an issue.
Matt Fanslow, Bob Heipp, Peter Landry and Tom Myers openly discuss some very hot and touchy subjects that affect all aftermarketer’s.
Just a few of the topics we discussed, shops charging for diagnostic time, opinions on social media, a discussion on augmented reality. They discuss that techs need to help the business owner make money, and therefore owners should share in the wealth. We talk about shop owners training their top and best-vested technicians and talk pay and benefits.Listen and view episode notes
How To Sell Diagnostics at a Profit?
This is not an easy question to answer. Service professionals must be paid for their expertise because the cost of doing diagnostics is the most expensive service you have in your building.
It is time to move from diagnostics to testing and analyzing. Every shop needs to build a premium product around testing and analyzing. You need to be known as the ‘we can fix anything right the first time shop’. Your motto: “We have the best technicians.” Your shops testing and analyzing skills is the premium product you sell and are known for in your marketplace. No need to go anywhere else. We do the research, test, analyze and discover what is wrong. We present the solution then you decide.
Marketing this premium product requires a strong testing/analyzing process that both the service advisor and technician are totally in agreement with. The benefits allow the SA to confidently sell testing and analyzing.
The diagnostician knows that the SA will sell the value and benefits to the customer because the process dictates the work to be done. A very strong discussion and powerful take-a-ways that will arrest the black hole in your business of profitable diagnostic time.Listen and view episode notes
This panel’s perspective is meant to excite a dialogue, to present ideas and concepts to support your decision or to inspire you to take a stand; one way or the other.
This topic is a worthy discussion because of the growth rate of e-commerce part availability, transparency in pricing, and ease of self-diagnosis on the internet.
At risk can be your reputation based on the quality of part being installed. You own the cause of their concern. This panel has not gotten one new great customer from ever installing parts for walk-in customers.Listen and view episode notes
Become A Better Communicator By Learning The Power Of Observable Human Behavior.
Kim Auernheimer, Shari Pheasant and Jeremy O’Neal bring their wealth of knowledge using the DISC profiles in their businesses. You need to understand that DISC is an evaluation of your four basic behaviors. There is a science element to our discussion but don’t let that get in the way of this very powerful communication tool.
The value of knowing your DISC and how to discover your customers or co-workers behavior traits and then communicate in their basic way is the power of this lesson. Once you know them the world is your oyster because you can now start to converse with them in their language, not yours.Listen and view episode notes
Are you viewing your client and their car as one?
There are too many disruptions in the industry that drives big reasons to hold strong relations with your customer. Understanding your customer and their vehicle as ‘one life condition’ is the foundation of this Academy discussion.
Jeremy O’Neal, Greg Buckley and Jason Malo discuss the power of moving from transactional to ‘relationship holding values’.
They say future technology will minimize the number of calls that come in the shop, therefore, you cannot see the vehicle without seeing the customer. It must be personal.
There are plenty of cars to repair, and you must maximize your staff’s training and extract their intelligence to move your business to new heights and even into other markets. They conclude that the culture of the shop creates the clients.Listen and view episode notes
Do You Have a Sales Culture or an Automotive Culture At Your Service Counter?
Jason Servidio, Vice-President of Transformers Institute found his calling as a service advisor. He then realized his passion for teaching sales training. Today he teaches service advisors how to be at the top of their craft.
Learn about sales technics that advisors need to master, what qualities to look for when hiring a service advisor and how to measure ROI on service advisor training. Jason shares what to do when the customer says no and why marketing money is wasted if the sales counter is not great at making long-term customers out of marketing campaigns.
Jason also shares his simple yet important retention tactic. He also shares his view of the number of service advisors to technicians need to run a successful relationship building shop.Listen and view episode notes
Customers need to see and understand the data on how they can save enormous money if they kept their car for 12 years.
We keep our largest investment for many years so why not our cars. This panel had a great discussion on the pros of helping your customer extend the life of their vehicles. The numbers are key and when you can show the ROI or savings to your customer they start to understand.
We know the benefits so it is your job to engage and show the customer how you can help extend the life of their vehicle and engage them in a disciplined maintenance program at your shop.Listen and view episode notes
What Happens When The Phone Rings?
Are you prepared with a clear mind and a clear and confident message? A big moment of truth with your customers is that interaction with the phone call.
Set yourself up to make a strong impact with every phone call. Focus, don’t multi-task, and practice your script and prepare to solve your customers’ problem.Listen and view episode notes
Is your service adviser getting forty hours of training per year?
Greg Bunch owner of Aspen Auto Clinic a five-store operation in Colorado Spring, CO tells the story on how his first branch came about. Greg tells of his best practices on how to scale for multiple locations. He shares the traits of a shop owner when preparing for expansion.
We talk consolidation, the value of quality service adviser training, what good technicians want from their shop owner, how to prepare for expansion (you need capitol), customer retention and more.
He also talks about his Transformers Mastermind group for multi-shop operators.Listen and view episode notes
A commitment to Lean Process Improvement will yield a better customer experience.
Lean processes minimize technician activity outside of their work bay, creates uniformity in all communication pieces between service writers and technicians, can benefit the shop by hiring alternative staff for cleaning needs throughout the shop.
Lean also help you realize the value in the placement of equipment throughout the shop space and why it makes for a more efficient operation. Be sure to match the correct technician to every job when possible, play to their strengths … and so much more.Listen and view episode notes