Keyed Up About the Keys to Key with Andrew Sexton, DLC Key Programming. We are talking about :

• Key Cutting
• Immobilizer diagnostics
• EEPROM

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NAPA Benefits Center: napabenefitscenter.com

NAPA Member Site: member.napaautocare.com

Economics with Dr. Joshua Rosenbloom

• What kind of service are we
• What competitive market are we in
• What are the advantages of knowing
• Use of game theory to predict outcomes

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Observations from a Family Vacations

• Time...our most valuable possession/commodity
• Keep our eyes and ears open for lessons
• Can you turn tables or put the shoe on the other foot?
• Being a consumer sometimes sucks, what are you doing about it?

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Over Romanticizing the Diagnostic Process with Paul Danner

• Over complicating testing
• Down and dirty testing often is more efficient
• Raising up the profession
• Importance of learning the basics and applying them

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NAPA Benefits Center: napabenefitscenter.com

NAPA Member Site: member.napaautocare.com

Flashlight Diagnostics with Tanner Brandt

• Open your damn eyes!
• Visual inspections far too often...err...overlooked... almost an oxymoron
• A/C system sight glass???
• Invest in flashlights
• Is the idea of a visual inspection too narrow

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We’re talking Exit interviews. Some shop owners do them religiously. Some don’t want to face the music. Some don’t know what to do in an exit interview. Is it a smart time not to burn a bridge? Is there a format to follow? We are going to attempt to answer these questions and more in today’s Town Hall Academy. You can learn a lot about yourself and your company in exit interviews.Watch the Episode on YouTube

Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes HEREMatt Fanslow Podcast: Diagnosing the Aftermarket A to Z

• Chris Cotton, AutoFix Auto Shop Coaching and the Chris Cotton Weekly Blitz PodcastKey Talking Points
• Think of it as information gathering.  We think nothing of gathering information to go about repairing a vehicle, be it a customer interview, service information search, or data collection via a scan tool or scope, or meter.  It's getting more and more common to ask clients for reviews.  We want good reviews on our sites, or on Google or Facebook and we want bad reviews to go to us immediately so they can be rectified and hopefully earn a "good" review.
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• People leave people, not companies
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• Winning sports team- winning is a salve for everything
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• If a soon-to-be or former employee just doesn't want to talk to you about their time with you, it may be a sign that your "open door policy" isn't nearly as open as you thought.
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• Your role in an exit interview, as the owner or manager, is to shut up and listen.  Ask questions.  The only statements you really should be making is maybe clearing up real misunderstandings, earnestly asking questions, and thanking them for their time with you working AND talking to you. 
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• Take the information and try very hard to look at it purely at face value, and then after a day or two or a week, come back to it and try to put yourself in their shoes/boots and read between the lines.  Don't let your imagination get too crazy, but with those two perspectives, you should be able to extract information that is true and applicable to improving your business and work environment.
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• There are not enough exit interviews done
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• We value customer reviews why not employees on an exit interview
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• The company should have a formal policy regarding exit interviewing. Must have a policy and or procedure. The same list of questions for all departing employees etc....
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• Not emotional.....hard part about smaller businesses is that the direct report usually does the interview, if at all possible have a neutral party conduct the interview, you can even outsource it if it fits in your budget to do so 
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• if you think of this in marketing terms this is a retention tool, not an acquisition tool. You need to listen to the employees as they leave and then think about your current employees, how can you use the information gathered in order to keep the employees you have
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• top 2 reasons for leaving repair shops is lack of accountability and employee not knowing what their future holds/training plan or lack of one.
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Important Books

Check out today's partners:

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

Sean Medbury on Jiu-Jitsu

• Introduction to Brazilian jiu-jitsu
• Lessons on the mat to the bay
• Learning about comfort

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Are You Positive Deviant?

Matt tackles the idea of learning from positive deviants

- positive deviants are used in finding solutions to complex issues

- don't forget to learn from other's successes

- the power of attitude

- longterm thinking

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