What Didn't We Talk About! with Chris Cloutier - Matt Fanslow Diagnosing the Aftermarket A to Z 012

With Chris Cloutier from Golden Rule Autocare, Dallas, TX, and CEO of AutoTex.me

Do all customer-facing employees really practice what they preach or believe when it comes to client experience or satisfaction?

A mature leader follows joy and not fear

Many managers never received the positive vibes from happy customers, and only get called in when there is a problem

We need to take steps to be sure our ‘locker room’ is not toxic

Chris book recommendations: Unaffendable

Anything that deviates from a mean is surprising

On a normal day, there may not be anything surprising

You may not be able to solve the world’s problems overnight

You can’t have too high expectations from young technicians

They are going to cost you money

Are we grateful for every opportunity from every customer to solve their problem?

Affirmations are very important for change to fix any self-doubt

Know thyself. What bring you joy?

Matt loves to solve puzzles

Bah Humbug!

Entrepreneurs work a lot and love new things

Chris finds joy in opportunities

We are competitive. We like to win

There are things we can keep up with as long as they are not conjured up by the competitor or via social media

Winning is OK. It is how you win that sets you apart

If you don’t find joy in your backyard, you may be looking through the wrong lenses

Dorthy and the Wizard of Oz

Bay Watcher

Looking at productivity

How can data help improve our productivity and remove obstacles

It is not all about just replacing parts today but being sure that the system is connected and back to full function

Speed doesn’t necessarily mean good. Comebacks need to be measured

We don’t document anything

Photo’s

Before

After

All around vehicles, dash

Document, Document, Document

Owners have the right to charge what it takes to keep the business running and profitable

The show is sponsored by NAPA Auto Care https://napaautocare.com/ (napaautocare.com)Email Matt: [email protected] the Aftermarket A - Z YouTube Channel https://bit.ly/32QIkRA (HERE)

ASE ADAS Certification and Other Important News [RR 707]

If you’re not actively involved in ASE certifications or the ASE education foundation, you are missing a huge opportunity. There are so many resources at your fingertips to improve your business, get involved in education, become certified, or stay certified with ASE. Stop making excuses in this new year, become proactive and start taking action.

remarkableresults.biz/e707

Repairing Your Auto Repair Shop - Chris Cotton Weekly Blitz 041

You've realized it's time to make a change and now it's time to put in the work/rise and grind! you didn’t get here overnight!

1. Start at the beginning: Income Statement-This is how we check the margins, true scorecard for success! Has to be organized in a way that is readable, 5 areas of Income: Labor, Parts, Tires, Sublet, Shop Supplies. You have to have offsetting categories for COGS. Email me for a link of a sample Income statement. YOU can’t run your business without one.

2. Hire a bookkeeper, or do it yourself but you should never be more than 24 hours from your Income Statement is up to date. My preference would be someone (YOU) updating it daily. If your current accountant and or bookkeeper can’t do that then fire them.

3. Do you have a great POS system? You need to have great reporting. Time management, ability to interface with the customer and a DVI, need to be able to see your margins in real-time and on the work orders/estimates and be able to adjust.

4. Profit Margins in order, parts matrix in your POS, labor rate that pays your people well and lets you make a profit.

5. Tracking and measuring, KPI’s–ARO, Average Estimate, ELR, LHPRO, Technician Productivity

6. Working on Processes and procedures: Huge List, you should be able to hand someone on their first day all procedures pertaining to their job. If you don’t have these things then you don’t have a mechanism to hold employees accountable. Most employees want to be held accountable and want others to be held accountable. Time Off Policy and Procedure Blog Post: https://bit.ly/3zi2aRN (https://bit.ly/3zi2aRN)

7. Starting to actively coach your employees and hold them accountable to the processes and procedures. RO Audit Process: https://bit.ly/3sJEPY4 (https://bit.ly/3sJEPY4)

8. Identifying the right people to keep in the business and the people that aren't going to be able to continue with the business.

9. Phone Skills and Coaching—Phone CAll Auditing: https://bit.ly/3ze561S (https://bit.ly/3ze561S)

10. Sales Skills

11. Pay Plans for Service Advisors, Technicians, must be easy to understand and explain to their significant others!

Coach Chris Cotton

AutoFix-Auto Shop Coaching

Visit Auto Shop Coaching website https://autoshopcoaching.com/ (HERE).

580-491-3519

Email Chris: [email protected]

Creating Powerful Moments [AW 086]

Guest hosts and shop tour with John Long and Edgar Reyes, Schertz Auto Service, Schertz TX. Are you creating powerful moments with your employees? How has it changed your culture?

remarkableresults.biz/aw086

What Type of Training Works for You? [RR 706]

Training, training, training. We can’t talk enough about the importance of training and how it’s changed due to COVID-19 along with smarter trends on virtual. How has free virtual training impacted the industry? What are the pros and cons to live training and virtual training? What can we do to encourage more people to get training? And another thought …. What is your commitment to training in the new year?

remarkableresults.biz/e706

Recovering From a Wrong Service Advisor Hire [THA 256]

As an owner, it can be easy to want something to work out so much, you become blind to certain red flags. You also worry about the production of your business if you let someone go. What should you do? My panel shares their experience with a wrong service advisor hire and how they recovered.

remarkableresults.biz/a256

Matt and Haakan Light, from Garage Gurus, are not providing medical remedies or solutions nor are they qualified to give out any medical advice.

A very serious topic for everyone in the aftermarket

Somewhere in the neighborhood, one in five and one in four adults have mental health issues or concerns and are going undiagnosed and untreated.

Concussions can cause issues with mood.

We’ve seen this amplified in professional sports like football

These types of injuries can be cumulative (Head Injuries)

Head injuries take away from your resistance

There are alternative treatments

Find an adaptive strategy for your mental health

Exercise is good to improve your mental health

Anxiety and mental health are related

Talk therapy is an option

The key is to connect with the therapist. Finding the right fit.

They can give you tools but you need to take the responsibility

Like addiction, you have to decide

The tool truck can give you a tool, but you need to use it to have value to you.

Stress and anxiety can come from the challenges at work.

Fixing people and fixing cars can have parallels.

Deep breath in front of a customer may have them calm down. Like the yawn response.

Many people in your world may be struggling with mental health and/or anxiety issues

Get help from NAMI.com National Alliance on Mental Health Issues

Don’t fear being alone

Cranial Electro Stimulation worked for Haakan

Email Matt: [email protected] the Aftermarket A - Z YouTube Channel https://bit.ly/32QIkRA (HERE)

Training Workshops: Develop Your Culture and Leadership [RR 705]

How do you elevate your business to the next level? It can seem like an uphill battle. Why does improving yourself and your business seem overwhelming to most people? Where do you even start? It all starts with one step at a time. Here is a great interview about UpShift Powered by Ask Patty and provides training on culture, leadership skills, and diversity inclusion (including women) among so much more. Consider it your own personal board of directors for your business. With Jody Devere and Donna Wagner.

remarkableresults.biz/e705

Looking Back on 2021 - Chris Cotton Weekly Blitz 040

1. Growth of Business and industry

2. Chris' Personal growth as a coach–almost 10 years as a coach, 19000 hours, Kimberly and I have traveled over 25,000 miles this year.

3. ServiceUp

4. Tire Profit Gateway

5. Peer Groups-Open to others in the automotive industry

6. What you allow is what will continue. 2021

7. Don’t put a wishbone where your backbone should be! 2022

8. Wise words from Ashlan Kaplan, Not changing things we are improving, improving from where we were this year and where we ended, and improving things in 2022.

9. Health and Wellness……………

-------------------------

Coach Chris Cotton

AutoFix-Auto Shop Coaching

Visit Auto Shop Coaching website https://autoshopcoaching.com/ (HERE).

580-491-3519

Email Chris: [email protected]

Why We Remodeled [AW 085]

Guest host and shop tour with Gilda Dyckman, Cars Automotive and Muffler, Redondo Beach, Ca. Get an inside look at two remodeled buildings and find out why they rebranded their name.

remarkableresults.biz/aw085