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Shop Owner Open Forum [THA 158]

Panel:

  • Rachael Wacha, City Auto Repair, Gainsville, FL
  • Kate Jonasee, K-Tech, Sebastopol, CA  (MSO)
  • Donnie Hudson, Troy Auto Care, Troy, MI  (MSO)
  • Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KS

Talking Points:

 

  • Kate’s big thing was the improvement in her company culture and the psychology of herself as a leader was impactful.
  • Rachael, getting yourself centered so you can make a change with your team
  • Some on your team will exit themselves as they choose not to be team players
  • Technical and management training is so important to the development of your team
  • Donnie does cross-training so each other knows the other job
  • Training happens when the culture breeds continuing education
  • Localize training needs to be more hands-on
    • Hire a national trainer and split costs with fellow shop owners and set up a Saturday for a daytime hands-on
  • Labor rates are a reflection of your value proposition. 
  • Labor rates should be a function of the business not of the market
  • If you did your job right it is never about the labor rate
  • Customers want to trust you  
  • Rachel sells here value vs price or labor rate
  • Customers ask price or rates because they don’t know what else to ask
  • Focusing on the customer is part of your culture. They will now it and feel it
  • You can offer a value proposition for your customers even if you just started. Start out strong with a strong culture and commitment to your team and your customer
    • Surround yourself with people smarter than you
    • Ask other shop owners 90% of them want to help. Put your ego on the shelf. Be humble
  • Weavers got completely off of flat rate. They have six-figure technicians on an hourly plan
    • You can tie many performance bonuses
  • Donnie and kate has put in place an IRA plan for their techs
  • Comebacks:
    • Handled as a #1 priority
      • This show the character of the company by how you handle come backs
    • Consider a system to track every come back to spot a trend
  • Kate and Jeremy are watching the growth of EV’s 
  • Kate and Donny are not heavily into Hybrids
  • Rachael feels that having peers and colleagues helping her has had a big impact on here business
  • Kate feels that her business coach has had a huge impact on her business
    • She recently had 36 other shop owners touring her facility where there was knowledge transfer happening for everyone
      • Bonding and Q & A happening
      • Idea sharing
  • Jeremy has seen the impact of a business coach on the business. A game-changer
  • Donnie’s coaching experience is from his local business development group. 
    • Sharing, caring, teaching
  • Succession planning. How do you plan to do
    • Every decision you make should be on succeeding the business
    • Family businesses have unique dynamics. Open communication is critical
    • If you can’t find a successor with the passion necessary you don’t have a good candidate

 

Resources:

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About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast; the only one of its type in the automotive aftermarket. Carm calls on his 35 years’ experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ path to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

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