Driving Change at ATI

Have you ever considered what it would take to create an atmosphere where once experienced I'm hooked, spoiled, and don't want to go anywhere else?  Is your customer care so thick, so profound, and so powerful that once experienced, all other business I patronize pale in comparison.  What would it mean for any business that achieves this level of service?  For many business owners this may seem difficult or even impossible to achieve.  The hardest part is wrapping your head around what it truly takes, only then, can you see and act on the how.  In today's episode Mitch and I explore this idea and the endless possibilities.

Are you making excuses for staff that underperforms?  Have you ignored unacceptable behavior or changed policy for fear of losing someone?  Well if you have you’re not alone.  Most every business owner will find themselves in this place at least once in their career if not multiple times.  The good news is it doesn’t have to be this way.  Today my friends Sarah and Stephen Konyndyk of Endurance Auto Repair tell their extremely powerful, very relatable story of when this happened to them, and lessons learned.  If you are a business leader, this podcast is a must listen for you.

Have you ever asked yourself "What does it take to create a lifetime Client for your business?  What makes them great and how do you build consistency around that?"  In this episode Mitch and I discuss how to go about this.  It may not be as difficult as you think.

Session Reflection:

- Most business owners are too busy trying to satisfy the customers wants, needs, and expectations, to actually satisfy the customers wants, needs, and expectations!

- Have you ever experienced the pain of being a customer of an auto repair shop?  Do you really understand the pain and difficulty a customer really goes through to get their vehicle to you?  Shouldn't you recognize this huge commitment being made by your customer!

- Pick one: You can do a fantastic job with the vehicle while giving mediocre service, and risk losing them, or you can give them exceptional service while doing a mediocre job with their vehicle, and they will likely forgive you.

- It's not about how many customers you make, it's how many you keep!

- You will find it's cheaper to keep them coming back.  It costs up to 10 times more to by a new customer than to keep the ones you have.

- When was the last time you asked yourself, Why do people really come to you?  What makes you stand out in their minds?  Are you their total convenience solution?

- Can you finish this sentence?  I know I'm more expensive than other shops, but...

- How do you demonstrate your love for your customers?

- No customer expects you to be perfect all the time, so how you handle things when the customer did not get what they expected, is the true measure of how much you care and your real integrity.

- Every broken vehicle is accompanied by a broken customer.  How often does this get forgotten?  Both must be addressed at every visit.

- If your in business, you should study psychology.  Build your empathy muscles!

- How do you recognize and truly show appreciation for your customers as well as your staff?

How to reach us:

Email:  [email protected]

Website: www.autotraining.net

Are you ready for the best podcast of your life?  Today I have a very special guest who has been an Icon it the automotive industry for over five decades!  This guest has been a strong voice for so many incredible changes that have taken place in the automotive industry.  In this episode, he will be exclusively sharing some of the incredible lessons he has learned along the way.  So relax, get comfortable, and get ready to find out just who this incredible mystery guest is and the wisdom he has to share.  You’ll be glad you didn’t miss this one!

Have you noticed your vehicle visit frequency eroding in recent years?  Has COVID caused it to erode even further?  It wasn’t that long ago when most shops were seeing vehicles an average of 2½ to 3 times a year.  Now we consider ourselves lucky if we average 1½ times a year per vehicle.  Well if this sounds like your shop, you are not alone, and you're gonna love this month's podcast.  Today, shop manager Joanne Corniola and shop owner Russ Crosby share what they have done and are doing to turn their downward visit frequency spiral around.

Are you finding it increasingly difficult to find and hire the staff you want?  Do you feel like there is no good people left to hire?  If you feel you have tried everything, but more and more it seems hopeless, then you can’t miss this podcast.  The employment challenges in our industry are only going to get worse in the coming years, resulting in many shops going out of business.  The good news is it doesn’t have to be that way for you.  In this episode, you will hear fellow shop owner Bill Snow talk about who your competition really is when it comes to staffing, what he is doing about it, and how you can stand out as the premier business to work for in your community in what seems like an impossible hiring environment.

I just found out that Bill has created a program to inspire kids to get into the trades, specifically the automotive aftermarket trade.  His program is called Rising Stars Racing Series and its Awesome.   

Check out the program here

Two minute video of Bill explaining the program:  https://www.youtube.com/watch?v=_Rzq3VRNAu4&feature=youtu.be 

An interview with Track Promoter Randy Maggio:

https://www.youtube.com/watch?v=PMIeyaDVQTU&feature=youtu.be 

Their Website and sponsors:

https://www.radairrisingstars.com/ 

Do you have Balance in your life?  What's the conversation you are having with yourself and how much of it is negative?  Are you bringing energy home everyday to the ones you love?  On todays program, these along with many other important life questions will be answered by everyone's favorite Superconference speaker Bryan Dodge.

One of the biggest things that hold us back in life is ego.  Learning how to let that go and become a student of life, instead of the know it all professor, is a challenge that eludes so many of us our entire lives.  In this episode you will hear my friend Geoff Topps share how his ego held him back and how he learned to think through and eventually overcome it.  His story is a must for anyone in management or sales.

Are you a fixer?  Of course you are?  We all are, aren't we?  That's likely what led us to the Auto Repair Industry in the first place.  That and our love of cars.  Today you will hear a tremendous story from my friend John Byler where he learned that fixing things doesn't always fix things.  Sometimes having the skill and the answers, forces us to carry a weight that is extremely difficult and unnecessary to bear.