Hire The Right Service Advisor And Level Up Your Auto Repair Shop with Jodi and Darren Knepper
Service advisors are a vital part of every auto repair shop. Making the right choice when hiring them can be the difference between boosting your automotive business, slowing it down, or drowning it.
Ask yourself a simple question, would you rather bridle a racehorse or saddle a donkey? Because you'll work as hard for both of them.
In today's episode, I'm joined by Jodi and Darren Knepper, Franchise Owners of Lee Myles Auto Care & Transmissions, in two separate locations, Birdsboro and Reading, Pennsylvania.
Throughout our conversation, Jodi and Darren shared their experiences as franchise owners for almost two decades and how they balance having to "follow some rules" and imprinting their own style to the business. They also talk about the advantages of working with DVIs in clients' cars and how crucial service advisors are to selling them to customers.
Additionally, they share their thoughts on hiring the right service advisor for auto repair shops, their passion for cars, and the funny story of how expanding their business to a second location came up.
In This Episode, You Will Learn:
- Why DVIs make Auto Care and Transmissions shops' lives easier (6:18)
- What's the primary trait every service advisor should have (8:28)
- Would you bridle a racehorse or a donkey? (12:08)
- How to realize if someone is service advisor material (14:11)
- Where is the best place to get good service advisors (17:13)
- The story behind owning a second auto repair shop (17:59)
- Always be the dumbest person in the room (26:47)
- Lee Myles Autocare & Transmissions website
Connect with Jodi:
84. Turning Auto Shop Customers' Data Into Revenue with Justin Rae36:30When entering a client's data into your system, a typo costs your auto repair shop a lot more than an irritable waste of time; it also means you are leaving money on the table. It means marketing campaigns heading in the wrong direction or to the wrong person, and, needless to say, your client will feel they're not that important to you. In today's episode, I'm joined by Justin Rae, Founder and CEO at Cinch, a multi-channel marketing platform driven by customer data. Justin is a customer retention specialist who designed every tool available at Cinch with one purpose: to help service-based businesses support and reward their loyal customers, win back old ones, and reach new ones.Throughout this episode, Justin explains how Cinch works, how auto shop owners can transform their customers' data into revenue, and how crucial it is to keep a flowing conversation with your auto shop's fanbase. We also talk about the hurry in which many service advisors from the automotive industry are, which leads to expensive typos in clients' info and recommendations to enhance customer experience. Additionally, Justin talks about marketing and automation, the benefits of paying close attention to customers' data, and much more. In This Episode, You Will Learn:Are clever spellings the best option to name your business? (3:20)What service advisors in a hurry can make your auto shop lose (6:00)How do you say it? Data or data? (9:10)What's the better use for all the data at your fingertips (13:00)Why you should always keep the conversation with your fanbase flowing (18:10)Jason shares his recommendations for auto repair business owners (25:20)The advantages of automation that auto shop owners are missing (29:30)Connect with Justin:WebsiteLinkedInMENTION THIS PODCAST, and get $150 off in the monthly subscription, a $200 gift card, plus waiving the $1,000 implementation fees.Let's connect:WebsiteLinkedInFacebookEmail: firstname.lastname@example.org
83. What Makes A Perfect Auto Repair 2nd In Command with Andrew & Rachel White and Will Ogles34:11For some auto repair shop owners, finding the right second in command is easy; the challenging part is giving them the freedom they need to do their job. In today's episode, I'm joined by Andrew and Rachel White, Owners of A&R Complete Auto Care, and Will Olges, A&R's General Manager, to talk about barbecues, culture, delegating, and healthily transitioning from shop owner to CEO. Andrew and Rachel started A&R in 2009, and since 2015, they have created the A&R Q, their competitive BBQ Team, which has already won 2nd place in the BBQ Cookoff of Pork in the Obion County Fair. We had a fantastic conversation about Andrew and Rachel's transition from show owners to CEO, how they migrated their offices to their homes, and how they dealt with "not being on the field." Will also shared his side of the story and how he created a space for himself.Additionally, we chat about the barbecues that started as part of A&R culture and turned into a competitive team, how to attract and train the right internal customers, why it seems so hard to find technicians and much more.In This Episode, You Will Learn:The barbecue circuit is serious business (2:30)How hard is it for Will to fill two people's roles as the second in command (11:00)The three guiding principles that mold A&R Complete Auto Care's culture (15:10)How hard it was for Andrew and Rachel to learn how to delegate (16:50)Andrew, Rachel, and Will talk about their desire to replicate their model and open a new store (25:00)Resources:Competition Rib Recipe from Pitmaster Heath RilesConnect with A&R Complete Auto Care:WebsiteFacebookReach Andrew in case you want to buy a smoker or equipment:Email: email@example.comLet's connect:WebsiteLinkedInFacebookEmail: firstname.lastname@example.org
82. Helping Auto Repair's Internal Customers Make The Right Choices with Al Sutherland33:54Welcoming new team members shouldn't feel like every time a Targaryen is born: "Every time a new internal customer is hired, the Gods flip a coin." We can do many things to ensure we make the right pick during the hiring process, and there are plenty more we can do once they join us to help them adjust to our culture, work rhythm, and philosophy. In this episode, I'm joined by a dear friend and Automotive Industry veteran, Al Sutherland. Al is the Owner of Al's Certified Auto Repair, which opened its doors in 2001, moved by the selfless desire to help as many people as possible fix their car issues and, at the same time, enjoy a great experience while doing it. Throughout his episode, Al shares his thoughts on setting clear expectations with internal customers to maximize good results, the importance of being ready to re-educate them on specific aspects of their lives, and how to help new team members adapt to our auto repair shop's culture. In addition, we chat about how to avoid adopting a "mob mentality" during interviews, Al's toughest lessons learned as an auto repair shop owner, and much more. In This Episode, You Will Learn:About what made Al start his own business (2:10)Al talks about how they handle hiring processes at his auto repair shop (6:00)How to establish healthy boundaries with internal customers (10:10)Al shares the most challenging lesson he learned as a shop owner (16:30)Sometimes, we must re-educate internal customers (21:20)How to help new internal customers adapt to our company's culture (23:30)Connect with Al:LinkedInAl's Certified Auto Repair websiteAl’s Certified Auto Repair FacebookLet's connect:WebsiteLinkedInFacebookEmail: email@example.com
81. Create More Than A Great Environment In Your Auto Repair Shop with Bianca Gosser27:40People will have dozens of great experiences every day, yet guess which ones will stick and spin in their heads until they go to sleep? Extra points if you replied: the bad ones. If anything, you don't want your auto repair shop to be the one that provides that unforgettable subpar experience. In this episode, I'm excited to talk with Bianca Gosser, Senior Manager of Brand Partnership at Atmosphere, an Austin-based streaming service specializing in out-of-home TV. At Atmosphere, they believe what's being broadcasted on a business TV is as essential as the internal customers' attention to detail and politeness. Throughout our conversation, we discuss all the aspects involved in creating WOW experiences, from the music being played to what's on our TV screens to how familiar internal customers are with our systems and the tech available. Bianca also highlights the importance of investing in training for shop owners and internal customers, keeping ourselves informed and updated about what's happening in the world, and embracing new technologies. Additionally, Bianca shares her thoughts on how new techs will impact the automotive industry, explains what's Atmosphere about, and so much more. In This Episode, You Will Learn:Avoid overbooking when you are understaffed (4:40)How can we prepare our auto repair shop to embrace new technologies (7:30)Don't play the Titanic song on the spa of a cruise ( 8:50)How to make your customers feel at home (11:20)Use new technologies to offer WOW experiences (13:10)Investing in internal customers' training is always a good idea (19:40)A bit about Atmosphere and how it can help your auto repair shop create great experiences (24:00)Connect with Bianca:LinkedInAtmosphere websiteMENTIONING THIS PODCAST, Atmosphere will waive all activation fees and grant a $200 credit per location.Let's connect:WebsiteLinkedInFacebookEmail: firstname.lastname@example.org
80. Thinking Big On Small Auto Repair Shops' Marketing with Phil Jackson37:32What makes your auto repair shop different from Joe's down the street? In this episode, I'm thrilled to be talking with Phil Jackson, Business Development Manager at Pit Crew Marketing. Phil helps small business owners streamline their marketing efforts, increase customer retention, and prevent "one-and-done" clients by providing tools, reports, and education. We had a fantastic conversation about unproductive habits, how to eradicate them from our lives without being too harsh on ourselves, and why relying on morning routines and consistency is an excellent way to eliminate them. Phil also explains why he believes small businesses are back into the differentiation race and why revenue is linked with businesses' social impact. Additionally, we discuss referral programs, the importance of developing human connections with customers, auto repair shop CEOs leading by example, and so much more. In This Episode, You Will Learn:How to get rid of unproductive habits and maintain your sanity (3:10)Consistency in your marketing efforts is crucial (8:40)Working long hours is a terrible example for internal customers (14:10)Why creating incredible experiences for customers is vital (20:40)Simplicity goes a long way (23:30)Create human connections and make your business deserve a 5-star review (29:40)Connect with Phil:Pit Crew MarketingLinkedInMENTION THIS PODCAST AND GET $50 A MONTH OFF!Let's connect:WebsiteLinkedInFacebookEmail: email@example.com
79. How To Make Workers' Comp Work Both Ways with Paige Hazeltine37:09Workers' comp is a delicate matter for most auto repair shop owners, a thorny issue they wish they didn't have to deal with. Truth of the matter is, as long as internal customers and employers contemplate the law before taking any action, they'll be just fine. In this episode, I'm joined by Paige Hazeltine, Esq, Head of Florida Workers Compensation Department at the Law Firm of Alex Dell. The pragmatic, determined, innovative, resourceful, well-dressed, dog person and outspoken professional took a minute out of her work at the law firm to educate us on workers' compensation. Throughout our conversation, Paige takes the mystery out of workers' compensation, describes the most common mistakes auto repair shop owners and internal customers make when someone gets hurt at work, and turns workers' comp claims' complicated logistics into really easy-to-follow guides. In addition, you'll hear about why the truth is always the shortcut to simple solutions, what happens when a worker gets hurt doing something he wasn't supposed to be doing, how workers' comp work for home office workers, and more. In This Episode, You Will Learn:Workers' comp it's an animal in and of itself (2:08)How does the 30-day window to inform an injury work (5:11)What happens when a not-reported minor scratch develops into something serious (10:12)Workers' comp for workers out of the books (19:01)Anything it's said to doctors in workers' comp is fair game (23:04)It doesn't matter how it happened; an injury in the workplace is an injury (27:53)Workers' comp for home office workers. The dog story (29:22)Connect with Paige:LinkedInLaw Firm of Alex Dell websiteLet's connect:WebsiteLinkedInFacebookEmail: firstname.lastname@example.org
78. A Peep Into The Self-Driving Automotive Industry with Chris Chesney34:06Less than 4% of the car park in America is electrified, yet if specialists' projections are accurate, by 2030, over 8% of the cars rolling on American soil will be electric cars. Should the average auto repair shop be worried? Our guest, Chris Chesney thinks they shouldn't be worried; they should be prepared. In this episode, I'm joined by Chris Chesney, Vice President of Training & Organizational Development for Repairify. In his over 50 years of experience in the automotive industry, Chris served as a master technician, service advisor, technical and management educator, and even ran his own shop. Today, a speaker, influencer, and reference in the industry, he focuses on serving the automotive industry by doing what he does best: making communication simple and knowledge accessible. Throughout this episode, Chris talks about his passion for creating new communication methods and how "dumbing things down" in school to understand them helped him develop teaching techniques. He also spoke about the excess of unconscious incompetence in the industry and the need to incite more conscious incompetence: the awareness that we don't know what we don't know. We also peep at the future of the automotive industry, how the increase of Tesla and Voltz cars in the American car park will modify the industry, how to be prepared for it, and much more. In This Episode, You Will Learn:How "dumbing things down" helped Chris develop his teaching skills (4:08)Turning unconscious into conscious incompetence (9:26)The need for stimulating apprentice programs for technicians in the industry (11:53)The automotive industry needs to be prepared for technology, not be afraid of it (19:02)Auto repair shops are more about serving and understanding the person than about fixing the machine (25:13)Connect with Chris:LinkedInRepairify websiteRepairify InstituteAstech websiteLet's connect:WebsiteLinkedInFacebookEmail: email@example.com
77. Put People First And Think About What They Want with Lisa Coyle and Jesse Meddaugh31:10Creating a people-centric culture is easier said than done; many companies brag about having it, yet just a few are telling the truth. In today's episode, the Co-Founders of 360 Payments, Lisa Coyle and Jesse Meddaugh join us to share their views on the need and benefits of people-centric cultures and their experiences incorporating technology into payment processes in the automotive industry. 360 Payments incorporates technology, integrates payments to software providers, and creates seamless payment experiences.Throughout our conversation, Lisa and Jesse explain why contactless payments fit so well with car dealerships and auto repair shops, share their story of how they decided to start 360 Payments, and their initial vision for the company. We also discuss why training is essential to avoid "getting burned," debunk myths about Text-To-Pay, and much more. In This Episode, You Will Learn:A bit about Lisa and Jesse's story before founding 360 Payments (2:28)Treating internal and external customers the same way (4:49)Why contactless payment methods fit so well in the automotive industry (8:32)Is Text-To-Pay safe? (14:22)The automotive industry and the need for training to avoid "getting burned" (24:01)Connect with Lisa and Jesse:360 Payments websiteLisa LinkedInJesse LinkedInLet's connect:WebsiteLinkedInFacebookEmail: firstname.lastname@example.org
76. Why You Should Train Your Trainers with Jim Bennett34:33Phrases like "Never let that technician talk to the customer" are more common than we think in the automotive industry. Still, there are simpler, more efficient, and profitable ways of dealing with the issue without locking a technician in a basement whenever a customer needs guidance or advice. In today's episode, I'm joined by Jim Bennett, Owner and Operator of CarMasters Automotive since 1998, President of the Hampton Roads NAPA Business Development Group, Board Member of the Virginia Automotive Association, and Director of Technical Training and Development at ATI. Jim's endless list of certifications is a testament to his passion for learning and developing creative solutions for the automotive industry. Throughout our conversation, we discuss the difficulties many auto repair shops face in hiring new talent, especially technicians. Jim highlights the importance of exposing managers, team leaders, and A techs to leadership training to make our lives easier as CEOs and improve our business workflow and growth. In addition, Jim explains how to elevate our leadership team by thinking of their leadership training in the long term, how to reverse the automotive industry's reluctance to leadership training, and more. In This Episode, You Will Learn:Why does the automotive industry struggle to find technicians (3:38)Jim talks about the importance of exposing our leadership team to leadership training (8:01)The massive opportunity for technology lovers to contribute to making cars safer and more reliable (13:23)How a 5 years plan can help you elevate your team (19:11)The differences between being OSHA-certified and OSHA-training (25:38)Connect with Jim:LinkedInEmail: email@example.comLet's connect:WebsiteLinkedInFacebookEmail: firstname.lastname@example.org