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 napaautocare.comEmail Matt: [email protected]Diagnosing the Aftermarket A - Z YouTube Channel HERE