-
Dec 9, 2024 | 
ratchetandwrench.com | Jim Saeli
It’s easy to just think and talk about what needs to be done … the need to fix things that aren’t great at your shop … a team member who isn’t performing to your standards…the ups and downs of car count. But don’t lose sight of what’s going right. Recognizing wins and being positive with your employees—and yourself—is crucial to have your business move forward and grow. Running an auto repair shop is no small feat.
-
Oct 8, 2024 | 
ratchetandwrench.com | Jim Saeli
I had a great time talking with all of you at the recent Ratchet+Wrench Conference in Florida. There is just nothing better then getting together with shop owners!The topic of Shop Culture is an important one. Without a great culture, your business won’t live up to the dreams you had when you opened up. An element of that is networking, which has become one of the most essential skills for any shop owner. Building connections can have a transformative impact on your business.
-
Sep 6, 2024 | 
ratchetandwrench.com | Jim Saeli
TRUST…it’s a word that is key for any business owner to have with their team, vendors, neighbors, customers and, themselves. In the dictionary, references of ‘safe and reliable’ keep popping up when you look for a definitive definition of trust. For you, an auto repair shop owner, that’s certainly spot on. Does your shop culture reflect the trust you have in your crew and customers? In the recent months, (Change is Inevitable.
-
Aug 16, 2024 | 
ratchetandwrench.com | Jim Saeli
Congrats! You just hired a top-notch tech! But not so fast. Now your job is to keep that great tech. There are lots of opportunities for a tech who is knowledgeable and smart. Just because they showed up that first day, doesn’t mean they will stay put. As the owner, it’s your responsibility to grow your shop culture to one which employees know they are appreciated. In the past I’ve talked about how to hire a good tech. But hiring a new employee is just half of the job.
-
May 20, 2024 | 
ratchetandwrench.com | Kathleen Callahan |Jim Saeli |Chris Jones
Last month, I discussed how to keep (pronounced pay) your staff and touched on the other component of retaining talent: culture. This term has become a popular buzzword, but what does it mean and how do we create a good one? What Does Company Culture Mean? Culture is how things get done in your business. This includes your standard operating procedures—written and non-written—and the behaviors and reactions of the entire staff, including leadership.
-
May 17, 2024 | 
ratchetandwrench.com | Victor Broski |Jim Saeli |Chris Jones
Service advisors across the country are working on approvals every day. But most advisors are trying to “sell” those approvals, versus simply explaining why the customer needs them. Do a Google search of “nobody likes to be sold” and note how many links pop up. Seems everybody knows not to push the sale—a challenge facing some industry coaches who keep recommending it. Pushing the sale puts your customer in “defense mode,” making your job of getting the approvals much harder.
-
May 14, 2024 | 
ratchetandwrench.com | R. Silverstein |Jim Saeli |Chris Jones |Kathleen Callahan
The public doesn’t hold our profession in high esteem. This leads some shop owners to distinguish their shop by integrating words and phrases into their business name or tagline to convince customers of their trustworthiness. You may be familiar with some of these names: Integrity Auto Repair, Honest Auto Repair, or Trustworthy Auto Repair. The perception of dishonesty in our profession is so widespread that these names are ubiquitous in cities and towns from coast to coast.
-
May 10, 2024 | 
ratchetandwrench.com | Jim Saeli |Chris Jones
I talk to shop owners every day. Marketing, shop culture, and how to position your business are key to a successful business. I’ve talked about hiring, training, and customer service in my previous columns about shop culture. All of those topics are crucial. But don’t lose sight of marketing and your shop culture. How you position your shop to both returning and new customers is a fundamental piece of the puzzle of running your business.
-
Apr 23, 2024 | 
ratchetandwrench.com | Victor Broski |Mike Bennett |Jim Saeli |Chris Jones
How do your customers feel about your auto repair shop? OK, I said “feel,” but let’s keep going. When your customers run errands and drive past your shop, do they smile or frown? Are they tense or relaxed when they pull in for an appointment? Remember, we’re dealing with people, not cars. People have memories, bad experiences, preconceived notions, car repair stories their friends have told them, etc. Aside from having to spend money, what goes through their mind? Was their last experience a good one?
-
Apr 19, 2024 | 
ratchetandwrench.com | Mike Bennett |Jim Saeli |Chris Jones
Could you imagine two shops, side by side, offering the same services at similar prices, with equally skilled technicians? Yet, one consistently outperforms the other, boasting a loyal customer base, a consistently high car count, and a stellar reputation. What sets them apart? The answer likely lies in value and experience. Of course, the value and experience I'm speaking of is customer experience, not employee tenure.
