Free Auto Repair Management Tips Blog

10 Things a General Manager Must Do Well

on October 28, 2020

Check out this clip from our General Manager Process online Zoom meeting. Members can watch the whole discussion in our You Net Results members library. In this video clip, our own Brian Gillis asked a roundtable of automotive repair Owners and GM’s to list ten things that every General Manager must do well. Once our discussion was done, we had compiled a comprehensive list of duties. When you read through them all and focus on each one today, then you will truly up your game!

Tasks 1-3 for Effective General Managers

After Brian set the table for our YNR members, he called on veteran shop owner Jerry Kaminski of AutoWise Car Care. Jerry suggested that keeping an eye on your numbers is an imperative move. Whether you review your financial records daily or monthly, taking a regular look is key.

Next, Andy Arndt stressed how important it is to delegate tasks you can’t make time for yourself to your staff. No matter how skilled you are, you can not do it all! You must trust your staff to take some of the workload off of your already full plate. Your time is valuable! If a general manager is stuck under a car, he or she can’t handle their administrative duties.

Task Three that a general manager must do well means both finding and maintaining the right staff. Jim invoked the acronym PAHR – Prepare, Attract, Hire, Retain, which is the method we teach for staffing. Without having the right crew on hand, none of these other tasks are possible.

GM Duties 4-6

Our friend Dana stressed that good communication skills are essential in any management situation. You must stay cool under pressure, and learn the right things to say to both your staff and concerned customers. Above all else, listen!

Brian then called on Bart Brown, who listed leadership as his GM task of choice. Repair shop General Managers must continually train in, and then put into practice, the methods they learn in order to guide their team. The importance of having the proper leadership vision can not be underestimated.

Edward Couture then weighed in with two more tasks that every GM must master. In order to improve workflow, you must learn to manage your time well. Edward credits his time management skills with many of his own business successes over the years.

Tasks 7-8 that a General Manager Must Do Well

General Managers must get buy-in from their staff

Edward continued by saying that all managers must learn to be diplomatic. When you are managing a team of skilled automotive technicians and service advisors, conflicts will inevitably arise.

You should not show any favoritism between your children. In much the same way, you must learn to step in and resolve the disagreements between your staff, whether they are personal ones or professional ones.

Leon told us that every owner, as well as every manager, needs to designate a time one day per week to focus on the business itself. We have always taught this crucial concept as “Working On It Tuesdays”.

It is so easy for us to get caught up in the day to day tasks going on in an automotive repair shop. If you do not reserve a block of time to work on the nuts and bolts of your business, then it is not going to happen. Go in your office for an hour and shut the door. Don’t forget to also tell your crew that you are not to be bothered for that hour.

During that time, study the methods that will increase your effectiveness as both a leader and a general manager. It will save you countless headaches and so much time down the line. Do not do this at home! Operating hours are for business, so you need to take that time to find perspective. Then go home and recharge with your family.

GM Checklist, Tasks 9-10

Next in line, Jerry Kaminski returned to stress the importance of writing and training systems (SOPs). Writing down every task that runs a shop is necessary to get buy-in from your staff. When everyone knows the who, what, when, where, why, and how, they don’t have to hunt you down to ask!

Finally, Andy Arndt mentioned that all General Managers must motivate their teams. Remind your staff members regularly that you are working toward a common goal. Share your vision when you hold your daily and weekly team meetings. When your technicians and service writers are in tune with that vision, then your shop will run like a well oiled machine!

General Manager Task List Review

To summarize this session, Brian then surveyed our group of experienced auto repair shop Owners and General Managers. They determined the following list of ten things that every GM must do in order to succeed:

Review your shop’s numbers regularly
Delegate tasks to your staff
PAHR – Prepare, Attract, Hire, and Retain the right staff
Master your communication skills
Lead with a defined vision in mind
Manage your time wisely
Be diplomatic with your team of employees
Spend a set time working on the business one day each and every week (Working On It Tuesdays)
Write and then train the shop’s SOPs
Motivate your team properly

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Brian Appears on Town Hall Academy – “Procedures and Systems, Part 2”

on October 26, 2020

Our chief strategist Brian Gillis recently made a return appearance on the Town Hall Academy podcast. This time on the automotive industry standard show, Brian discusses how to create and execute procedures and systems (SOP’s) for your shop. If you need to get organized and create your shop’s how-to manual, then this episode is for you!

Systems and processes podcast discussion

First of all, Brian gives host Carm Capriotto the low down on how to get started with SOPs. If you start out by organizing the systems you will need to run your business smoothly, that will save you headaches later on. Starting with the basic “SOP on how to create an SOP” will be a valuable to resource for you and your staff when you need to write new systems. Create a template with the key questions (how, what, when, where, why, and how) that the SOP will answer for your business. Store all of your documents in either Dropbox or Google Drive. Then link all of your team members up to them for quick access.

Brian and Carm then go through a sample system, the Incoming Phone Call SOP. This process details who needs to answer the phone, as well as scripts they can use, depending on the customer’s needs.

Why are SOPs so important? Staff turnover is inevitable. Easily accessible documents can help both new recruits and employees changing positions to quickly learn. When your staff members know how to do tasks consistently, they improve their value. Down the line, this will also increase your business’s value to clients and potential investors.

This is how we do it! Get buy-in from your staff on documenting the systems and processes. Well defined and organized SOPs are the first step to create a culture of success and efficiency in your shop.

Interested In Learning More About Our Services?

Organized systems are crucial to a successful automotive business. You Net Results is a coaching group that helps you navigate and apply these processes. Why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

How to Become a Confident Leader

on October 22, 2020

Are you an auto repair General Manager who struggles with confidence issues? Then you must watch this clip from our members only General Manager Process! Our host Brian Gillis asks the round table of automotive shop managers what being a confident leader means to each of them.

General Managers sound off on what it takes to make a confident leader

First, Brian calls on veteran shop owner Jerry Kaminski. Jerry jumps right in, asserting that both owners and managers must continually examine and refine their systems. Our friend Leon then adds that regular training sessions with a coaching group are crucial. Jim expands on that point that your group must be made up of like minded people who are just as passionate about the automotive industry as you are. If all parties are dedicated to studying and improving, then you will benefit from the time you have invested.

Edward, a successful Midas owner, chimes in to say that a confident leader must trust their own knowledge, as well as their shop’s processes. General Managers must ensure that all of their team members are consistently executing their processes and procedures. Following up is key.

Andy Arndt then reviews our company’s mission statement on helping general managers. Here at You Net Results, we are committed to teaching repair shop owners and managers how to become fearless. Jim then continues by reminding the class of our 25+ years of automotive industry experience. We work with individual general managers in order to help them define what success means to them. Then, we step by step help them to reach those goals.

Finally, Brian reviews. He stresses the importance of surrounding yourself with the right staff, as well as encouraging them to learn and implement the right systems.

Want to learn more About Our Services?

You Net Results is here to help you become a confident leader! Why not schedule a FREE business strategy session with Brian? You have nothing to lose, so sign up today!

Brian Appears on Town Hall Academy – “Labor Rates: A Function of the Business Not the Market”

on September 14, 2020

Recently, our own Brian Gillis appeared on the Remarkable Results Radio podcast Town Hall Academy. This show features a roundtable discussion amongst automotive industry experts on a single topic. Carm Capriotto and Bob Greenwood discussed all of the ins and outs of labor rates with Brian on this special episode.

Labor Rates podcast discussion

Brian elaborates that shop owners want to look at the end goal result first. Shop owners must first know the true cost of doing business in order to arrive at their labor rate formula. In fact, as Bob states, it is important for you to employ not one, but at least three labor rate formulas. Today’s automotive industry is more diverse than ever. Thus, you need employ different rate formulas for maintenance, diagnostic, and reflash.

Bob then presents the cost per billed hour (CPBH) formula. Every dollar must have a name, and every expense needs to be accounted for in order to know rates that are right for your shop. Finally, you should net 20% of gross sales after paying yourself (first!) and your employees a professional wage.

Brian and Cam reiterated that you are in the labor business! Therefore, you must give special attention to your team’s rates. Bob then gave examples of the three door rates he mentioned earlier. He presented formulas for setting those door rates, which are based on competency rate and/or efficiency of business operation.

After discussing these key stats, Brian discusses the concept of labor matrixes, specifically accurately charging for the time that’s spent. Then, the hosts welcome shop owner Bill Nalu to discuss the emotional aspects that go along with the numbers. Courage, as well as knowing your worth as a technician, are essential.

Subscribe to the Remarkable Results Radio podcast for more valuable auto repair discussion.

Interested In Learning More?

This all may seem complicated, but you can do it! You Net Results is here to help! Why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

Silent Thief (Daily Operations Webinar Clip)

on September 8, 2020

Silent Thief

You have heard us speak about silent thieves before. You Net Results’ game plan starts with helping your auto repair shop identify which thief or thieves lurk in your midst. In this clip from our Daily Operations meeting, Brian quizzes members on their own experiences. Is your auto shop losing money, but you don’t know why? Then watch this video and find out!

Auto shop losing money – silent thieves on the prowl

Is there a silent thief in your auto repair shop?

Brian opens up by explaining the concept of a silent thief, which is money leaking out of your shop undetected. He asks members what those thieves look like in their shops, starting with inventory.

Once Andy’s business started growing, he noticed that he started to lose track of inventory. His shop’s process of transporting waste oil for reuse, for instance, needed improvement. Therefore, he bit the bullet and invested in new equipment.

Joe’s parts were not properly being charged out, so he implemented a new process to keep track of this expense.

Then, Jim talks about the priorities of owners and managers. Whenever the boss doesn’t manage time well, silent thieves can creep in.

Next up, Leon mentions labor inventory. In his case, this is a huge chance to lose money. Because it can be hard to keep track of, labor rates may be a shop’s #1 money loser.

Finally, Brian discusses one thief we may not have thought of previously. Let’s say our advertising is on point, and customers are jamming your phone lines. If your service writers don’t know what to say to them to close the sale, then you may as well be throwing money out the window. This is why proper phone skills and scripts are crucial.

A few tidbits discussed afterward revealed the importance of taking notes on procedures, as well as being open to change. Surprisingly, many shop owners still use pen and paper instead of computers to keep up with shop supplies and tickets. Doubtless, these shops must update procedures and conquer their fear of change in order to survive.

Stop your silent thieves!

Do these problems sound familiar to you? By now, you might be wondering how you can solve these problems. We have your answer! Try one of our coaching groups for free. Each week, you can join fellow shop owners to identify your problems. Then, apply our systems to start turning record profits!

Sign up today!

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