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A favorite of many members – short, to-the-point management tips. New tips are added regularly. Premium Membership is required for access..

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#295 But I Don’t Want to be a Babysitter!

Updated
February 9, 2021

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The problem is that we are all babysitters – or caretakers – of certain things and probably people to some extent. We are talking about everything you oversee, whether you own ten shops or are an apprentice tech, advisor, or office staff. There are things you are responsible for to make sure they are taken care of – both in your work life and your personal life. The further you advance, the more things there will be to watch over. The better you are at “babysitting,” the more successful you will be. So, accept the babysitting tasks and learn to master them.

#294 Where are the Happiest Auto Technicians Found?

Updated
January 17, 2021

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Believe it or not, you can typically find the happiest technicians at the most profitable repair shops. These shops usually provide the best pay, the most training, the most comprehensive array of benefits, and the most sought-after working conditions. Low-profit shops generally mean lower pay and fewer benefits – and the least satisfied technicians and other employees.

#293 Do Your Tool and Equipment Vendors Know?

Updated
December 28, 2020

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Do you make it a point to communicate to all your equipment and tool suppliers at least once a year that you want to be the first guy they call when they repo something or get trade-ins? Keep a separate cash fund aside just for this. “Had to repo this one-year-old $7,500 scanner yesterday. I need $2,000 cash if you want it today.” Sold!

#292 Do You Think They Could be Ill?

Updated
December 15, 2020

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Not just with COVID. Ill with anything. When you make an appointment or write up a job or take in a car, and you detect any indication that the owner could be ill in some way, make sure to communicate the possibility in some way to your staff using the appropriate discretion. While taking precautions should be the standard operating procedure on every car, alerting your employees to situations where the odds of illness might be higher is something most of them would like to know.

#291 Missing from Your Bank Account?

Updated
November 27, 2020

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Q: How do those precious few shops end up with grant money – often in large amounts?

A: They applied for it.

Sometimes competition for grant money is tough. But, in other cases, the pool of applicants is smaller than the funds available. Always keep your eye out for grants. If you qualify – or if there is even the slightest chance you might be eligible – apply. In many cases, the purpose of these grants is to lubricate the wheels of the economy. No one does that better than businesses that buy equipment and add employees. It might as well be you.

#290 The Waiting Room TV Dilemma

Updated
November 17, 2020

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Even with a seemingly endless list of channels, it can be tough to choose what to put on the TV in the customer lounge. Try this instead. Search YouTube for things like “beautiful beaches,” “national parks,” or similar terms. Spend some time selecting the best ones. Viewed on a super big screen, this can make a remarkable difference in your waiting room.

#289 STOP BEING SO MEAN TO CUSTOMERS!

Updated
October 29, 2020

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Little things can make a big difference in the perception of your shop. Signs are often a great example. You could post one of these signs.

“No Parking”

“Absolutely NO PARKING!”

“DON’T EVEN THINK ABOUT PARKING HERE!”

Or you could take a bit nicer approach.

“Please do not park here.”

Thank you!

(Make sure to include a smiley face behind the thank you.)

When posted like this, people are less likely to feel like someone is yelling at them. It might even work a bit better. But it will not work perfectly because jerks will always be jerks!

#288 The Correct Number of Oil Changes for Your Shop

Updated
October 8, 2020

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If we go through your ROs from last month, how many of them include an oil change? Ideally, at least half. More than half of the cars coming through your shop are due, overdue, or nearly due for an oil change. You do not want your customer’s vehicles in any other shop for something that you do. Especially when that quick lube does several other services that you do. Your staff needs to know that oil changes are critical, and the more you do, the better. Good advisors can turn many oil changes into nice tickets. Top shops run 50% to 60% oil changes. If you are sometimes suffering from weak car count and your oil change percentage is in the 25% to 35% range like many shops, the lack of oil changes could be a factor.

#287 Estimate Request Policy

Updated
September 23, 2020

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Sure, you can have a policy of always “yes” or always “no.”

Or you can do it better. Agree to do the estimates; however, thefollowing are mandatory – no exceptions!

1) Full name

2) Phone (or email)

3) VIN or license plate that you can use to decode the VIN

4) Make sure to enter all the information in your software for marketing

5) Return the call, no estimates while a caller waits.

This proess allows you to do a more accurate estimate at your convenience for a real person. It will also eliminate most of the time wasters and leave you with a higher percentage of people who can be converted into appointments.

#286 Improving the Appointment Process

Updated
September 8, 2020

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To prevent possible confusion, add the following to all your online and paper appointment forms.

Dropping Off or Waiting for Your Vehicle

_____ I plan to drop my car off and pick it up when completed (I have transportation).

_____ I plan to drop my car off and pick it up when completed (I need help with transportation).

_____ I need my vehicle picked up and delivered.

_____ I need to wait at the shop while my car is serviced.

#285 Five Simple Parts Policies to Prevent Complaints

Updated
August 16, 2020

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1: Failed TPMS sensors: Always recommend replacing TPMS sensors as a set when all are likely the same age.

2: Leaking TPMS Sensors: Always replace, do not attempt a repair.

3: Failed Ignition Coils: Always recommend replacing ignition coils as a set when all are likely the same age.

4: Old Fuel Caps: Always recommend replacing old fuel caps on vehicles that come in due to EVAP codes.

5: Old Oxygen Sensors: Always replace oxygen sensors that must be removed from a heavily rusted exhaust part.

#284 Saving Wasted Time at Your Computer

Updated
July 13, 2020

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You create a document or written text for something. Anything. It might be simple or may be complicated. You know in the back of your mind that you will write something like this (or maybe sort of like it) at some point in the future. The interval may be known, or it may have no specific interval. Take a few extra seconds to save it as a template and include the word template in the title. Now, anytime you search the word template on your computer, it will appear with all the others you create. Over the years, this will save you hours of wasted time.

#283 It is Time to Eliminate the “C” Word at Your Shop

Updated
June 26, 2020

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Everyone hates comebacks. Customers, shops, advisors, and techs. Go into your software and documents right now and replace the term “comeback” with “recheck”. The customers do not care what you call them if you are handling them well, however, often employees will have a better attitude towards a recheck as opposed to a comeback. You can note in your tracking the reason it needed to be rechecked when all is said and done.

#282 Eliminate Webinar Confusion

Updated
May 19, 2020

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The largest and most comprehensive schedule of vehicle service-related online events and webinars are at this link.

https://www.automotivemanagementnetwork.com/live-webinars/

Add a reminder to your calendar to check it weekly. Note all the webinars occurring over the next week and post the information to all your staff. The training is out there. Go to the only place where it’s all together in one up to date list.

#281 Pandemics and Other Disasters at Your Shop

Updated
April 27, 2020

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Most of us are currently in uncharted waters. While there were a few shop owners who were well-positioned for the COVID-19 pandemic, many were not. Disasters happen. Weather events. Wars. Pandemics. Depressions. The best way to prepare for any kind of catastrophe is to experience it, learn, and plan for the next one. There will be a next one. Much of the plan will be the same for nearly any type of disaster. Record all that is happening now with your shop. If you have a disaster plan, use this situation to fine-tune it. If you do not have a plan, now is the time to create one.

#280 Remote Employees

Updated
April 6, 2020

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Is this even realistic? Yes – and probably far more than many might believe. Make a list of every task that your employees perform. Now review the list with your employees, including an employee who is really into IT and techie things (or find an outside IT wizard to join you.) Plan on buying some technology items and learning new ways to work. The bottom line is that it is very doable for much of what occurs at your shop. The only thing holding it up is you.

#279 Comeback Tracking the Right Way

Updated
March 16, 2020

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The biggest problem with tracking comebacks lies in its definition. Exactly, what is a “comeback”? Ask ten different technicians, advisors, and owners, and get just as many interpretations. Make it simple. When a car comes back for any reason – note it as a comeback. No exceptions. Then, create a system to classify them, including a category for “unrelated” (meaning it is technically not a traditional comeback). What this will allow you to do is get an excellent handle on why each kind of comeback occurs and put you in a much better position to address them.

#278 Hidden Reviews

Updated
March 3, 2020

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Are you hiding your shop’s reviews? Some people should see all of your reviews – your staff. What a great way to make a connection between your employees and your customers. Plus, it’s excellent positive reinforcement since most of the reviews will be pats on the back. Of course, they also get to see the occasional bad review, which could help reduce such reviews in the future. Save reviews as they come in, then once every week or so post them as an announcement at your shop on your chat program.

#277 Technician Search – When and How Often?

Updated
February 17, 2020

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Not just techs, but advisors and all other people employed at your shop. When? Today. Repeat when? Tomorrow. Put a system in place where you are spending a few minutes every day checking who might be available. You can subscribe to a resume feed or a database where you can review new ones every day. The good ones will be gone fast, so you need to touch base with them right away. No current openings you say. But there will be sooner or later. It’s nice to have already interacted with a list of candidates so you are not starting from square one when you get that next surprise.

#276 Internet Speed

Updated
January 29, 2020

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When was the last time you checked your internet speed, available options, pricing, and companies serving your area? The pace of change in this area is staggering. The extra few seconds you and your staff spend waiting for something to load many thousands of times each year (or month for many of you) add up to significant lost money. It can be very hard to see because the times are so small – but the frequency is huge. At the time of this writing, most shops have download speeds in the 30 to 150 Mbps range. After hearing of fiber availability in our area, we upgraded and are now running 750 to 950 Mbps (and about 600 up). Check yours now and add it to your calendar as something to review regularly.

#275 Vacations and Days Off

Updated
January 15, 2020

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“Boss, I need to take Friday off – that’s OK, right?” In a perfect world, your shop would have all employees at work every day because dealing with change upsets the flow of things to some degree. Vacations and days off tend to do that so how can you minimize their effect? One simple thing you can do is send an email to your staff once every month and ask them about any vacations or days off they might be planning over the year or so. Even if you have a minimum notice policy, this serves as a reminder to let you know as soon as possible. “The sooner you let us know the better chance you have of securing approval for the dates you request.” Anything you can do to make the future a bit clearer will make shop management just a little easier.

#274 Twelve Ways to Increase Your Shop’s Output

Updated
December 31, 2019

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1 Improve your inspections

2 Reduce technician interruptions

3 Avoid weird repairs

4 Increase customer interaction

5 Speed up your estimating process

6 Increase your production capability

7 Learn to be better salespeople

8 Speed up parts acquisition

9 Improve the accuracy of your parts inventory

10 Use photos to resell the job when the car is picked up

11 Find ways to boost morale

12 Improve your work assignment system

#273 Labor Rate Quick Calculator

Updated
December 18, 2019

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First, determine what your cost is to have a technician work on a car for one hour at your shop (sorry, there is no way to calculate your labor rate accurately if you do not first find out the cost of your technician). Multiply that amount by 3.3. Also, by 3.8. For most shops, a profitable and reasonable rate will be between those two figures. Yes, there are other factors, details, ifs, ands, and buts. However, this will give you a pretty good idea of whether you are in the ballpark.

#272 I Had No Idea It Did That

Updated
November 29, 2019

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You’ve used them for months or even years. Which programs and apps do you frequently use at your shop? Chat apps, calendars, office programs, email, browsers, video apps are some examples. Now, how often have you and your staff spent time on YouTube or a similar website watching a tutorial, a beginner video, tips and tricks for each one you use regularly? A half an hour once each week will make most of us more efficient, save wasted time and learn things we never knew! For example, did you know that the NFL schedule – and many more – is in your Google Calendar? All you have to do is turn it on (OK, not shop related, but fun to know!).

#271 Policy Creation – Hey! Wait Just a Minute!

Updated
November 18, 2019

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You have a policy in mind that you are sure is necessary and will be helpful, and maybe it will be. But first, ask yourself who will be affected. Are you sure that the net effect will be beneficial overall? While a new policy might seem to make life better for you and your staff, it sometimes makes it worse for all of your customers, too – including your best customers.

The best examples are policies directed at customers who are jerks. While the new policy may hit its intended target, it might also hit your best customers. Why should they be inconvenienced because of a few jerks? There are many creative ways to repel jerks or minimize their impact without affecting other customers negatively. Think of the possible unintended consequences of that new policy idea. Try to avoid creating policies that could cause more problems than they solve.