Diagnosing the Aftermarket A to Z

The Value of Exit Interviews [THA 278] - Remarkable Results Radio Podcast


Listen Later

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.


  • People leave people, not companies


  • Winning sports team- winning is a salve for everything


  • 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.


  • 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. 


  • 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.


  • There are not enough exit interviews done


  • We value customer reviews why not employees on an exit interview


  • 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....


  • 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 


  • 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


  • 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.


Connect with the Podcast


Aftermarket Radio Network


Subscribe on YouTube


Visit us on the Web


Follow on Facebook


Become an Insider


Buy me a coffee


Important Books


Check out today's partners:



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


...more
View all episodesView all episodes
Download on the App Store

Diagnosing the Aftermarket A to ZBy LSTN Media LLC

  • 4.8
  • 4.8
  • 4.8
  • 4.8
  • 4.8

4.8

16 ratings


More shows like Diagnosing the Aftermarket A to Z

View all
The Dale Jr. Download by Dirty Mo Media, SiriusXM

The Dale Jr. Download

9,157 Listeners

Remarkable Results Radio Podcast by Carm Capriotto, AAP

Remarkable Results Radio Podcast

69 Listeners

The Diesel Podcast by The Diesel Podcast

The Diesel Podcast

434 Listeners

Ratchet+Wrench Radio by Ratchet+Wrench

Ratchet+Wrench Radio

25 Listeners

Flat Rate Tech Podcast by Tech, Flat Rate Life Media™

Flat Rate Tech Podcast

73 Listeners

Past Gas by Donut Media by Donut

Past Gas by Donut Media

6,719 Listeners

Automotive Diagnostic Podcast by Sean Tipping

Automotive Diagnostic Podcast

111 Listeners

Beyond the Wrench by Jay Goninen

Beyond the Wrench

25 Listeners

Changing The Industry Podcast by David Roman & Lucas Underwood

Changing The Industry Podcast

83 Listeners

Tuned In by High Performance Academy

Tuned In

135 Listeners

Chris Cotton Weekly Blitz by Chris Cotton

Chris Cotton Weekly Blitz

5 Listeners

Business By The Numbers by LSTN Media LLC

Business By The Numbers

28 Listeners

The Auto Repair Marketing Podcast by LSTN Media LLC

The Auto Repair Marketing Podcast

2 Listeners

The Jaded Mechanic Podcast by Jeff Compton

The Jaded Mechanic Podcast

39 Listeners

Gearbox Podcast by Jimmy Purdy

Gearbox Podcast

11 Listeners

Confessions of a Shop Owner by Mike Allen

Confessions of a Shop Owner

10 Listeners