Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this episode, Lucas and David welcome John Phelps from a shop management system that is not named Shop-Ware. John shares his journey from car dealership roles to the technology sector, reflecting on how his experiences have shaped his views on industry standards and personnel management. As they discuss the challenges and nuances of shop management roles, such as shop foreman and manager, they underscore the importance of defining clear roles and responsibilities.

00:00 A College graduate pursued marketing, which led to an unexpected job offer.
06:39 Sewell's book emphasizes customer service and care.
10:55 Show attention to customers and colleagues quickly.
20:40 Work, product, and culture critical for success.
22:33 Covey's synergy: one plus one equals three.
28:18 Established company expanded services, adapted to COVID.
32:06 Leveraged automotive industry experience to benefit shop operations.
41:04 Surprise business purchase turns into a chaotic mess.
45:58 Proposing an intermediate level between service advisors.
52:59 Promote based on leadership, not just skill.
58:47 Technician promoted to manager feels misaligned with the role.
01:01:28 Man describes a life-changing heart attack experience.
01:04:51 Don't let go. Take responsibility and act.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this bonus episode, Lucas and David discuss why professionalism, or the lack thereof, is why independent repair shops stay small. David recounts his own lessons learned from the early days of opening his shop, emphasizing the critical nature of customer communication and the professional handling of service transactions. Lucas underlines the importance of attention to small details and structured processes, significantly impacting customer satisfaction and business reputation.

00:00 Videos with Cecil receive positive feedback, yet most shops lack professionalism.
05:51 Small issues snowball into big business concerns.
07:08 Need for higher skilled technicians in the automotive industry.
10:59 Unmet expectations lead to chaos for businesses.
15:17 Business visit led to process improvement brainstorming.
20:00 Clients crave consistency for comfortable experiences.
23:03 Consistent service builds confidence in purchasing.
24:48 Clients thrive on variability and flexibility.
28:39 New Silverado's rear brakes and safety issues.
33:16 Flexibility in coaching with California bar rules.
35:14 Greeting, explanation, appointment, insurance, signature required.
36:52 Customer experience dictates processes, policies, procedures, and consistency.
39:52 Voiceover services cost money, consider professional option.
43:30 Effective scheduling based on technician capability and data.
48:30 Arrive early, organize, and plan efficiently.
49:31 The Client's unrealistic expectations weigh on me heavily.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this episode of the Changing The Industry Podcast, hosts Lucas Underwood and David Roman welcome guest Greg Rainville and James Harris of Steer CRM. Greg discusses his company's transformation from a Tripadvisor-like directory into 'Steer CRM,' detailing their focus on text and email communication for shop owners. Additionally, the group tackles repair shops' challenges, including the dangers of undercutting prices and the repercussions of operating without proper insurance and amenities. Throughout the conversation, Lucas and David also reflect on their preferences for shop management, revealing their frustrations with using multiple communication platforms.

00:00 Dinner conversation leads to a missed meeting in Chicago.
08:19 Mike Allen's car game leads to trouble.
14:06 Conflict over territory leads to strategic partnership.
16:09 Need for vetting process for technicians.
25:33 A/B testing for review engagement showed success.
30:18 Adding new features based on customer feedback.
35:41 Generational shift: preference for texting over calling.
39:28 Undervalued repairs and price differences in shops.
44:28 No issues with backyard mechanic, affordable services.
48:49 Knowledge and information are necessary to minimize liability.
53:30 Evaluate, step back, minimize overexposure, reconsider.
01:02:34 A New podcast studio is being built upstairs. Avoid distractions.
01:03:47 Client communication: honesty, setting realistic expectations, adaptability.