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SOP Formation and Review

WOIT Discussion and Notes Formation and Review

SOP #537 – Huddles

What happens without Huddles?

• Without hourly huddles
• Processes breakdown
• Causing loss of revenue, profits and customer service
• More chaos than needed
• Broken promises
• Customers calling us more often
• Lack of professionalism
• Price become a LARGER Issue

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SOP Formation and Review

WOIT Discussion and Notes Formation and Review

See SOP 0401-1 TEN Financial Tools

YOUTOOLS TEN Anchor Financial Tools Connecting the DOTS

• 1.Your P&L
• 2.Your BalanceSheet
• 3.YourPOS Reports
• 4. SnapshotSpreadsheet
• 5. Budgeting for Profit Spreadsheet
• 6. Trending Spreadsheet
• 7.Your BankStatements
• 8.Anchor FinancialReport (MTD & Monthly)
• 9. ScoreCARD
• 10. Financial Now – When – Exit – Recipes
  • LD-YNR – 0119 – SOP – Now Recipe
  • LD-YNR – 0120 – SOP – When Recipe
  • LD-YNR – 0121 – SOP – Exit Recipe

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During a recent Daily Operations webinar, we invited Luke and Carl from Kukui to present their auto repair marketing service to our clients.

Auto Repair Marketing Service – Useful New Kukui Features

First, Carl lays out a new feature on Kukui sites, the live web chat box. Since many customers are more comfortable texting than calling, it’s a great solution. Today, customers perform over 70% of all searches from smartphones. Therefore, you must have a mobile friendly chat feature in order to discuss services in real time.

Additionally, Kukui now offers a new automated message service. Shops can use time based triggers for declined services, follow ups, and recommended services. The text service is extremely intelligent, reminding clients of services they may have declined before. This is a huge get, especially if you are an independent repair shop owner. You can customize this in order to make it more personal for your raving fans.

Carl then outlined Lead Scoring. Shop owners can use this tool to create a 1-10 scorecard for service advisors when they make phone calls. This will both help service writers to improve their game, and train new recruits on mastering their techniques. You may figure averages per employee or shop wide. Control all of these via an easy to use online dashboard.

More About Kukui

Next, our guests break down Kukui’s background and mission for the few non-users on the call. Kukui offers scalable marketing software that any automotive repair business can use, from single bay shops to multi-store operations with hundreds of employees. No matter what your goal is, Kukui’s team of problem solvers can get you there.

Carl drilled down the components that help shops get found on Google. Kukui sites are mobile friendly, fast, and regularly updated with fresh content. These are must have SEO (Search Engine Optimization) components, no matter what industry you work in. Kukui have partnered with Google to ensure their auto repair websites are all approved.

Additionally, the layout of the site is critical to convert customers. Properly placing a shop’s branding, call to action buttons, reviews, and coupons on your website is critical if you want it to bring people in the door.

Perhaps most critical of all, Kukui offers full analytics of how your tools are performing. When you know what’s working and what’s not, you can tweak your settings on the fly to take maximum advantage.

Email marketing is also key to customer retention. Kukui offers full featured email marketing, with easy to use templates and the ability to import your existing list in CSV format. Stay in touch by sending reminders, thank you’s, and special offers, or ask for a review.

You can manage reviews, whether they are from Facebook, Google, or other sources, from your Kukui dashboard. The service also offers automated postcard mailing and tracks your results. You can also automate regular social media posts, and you can target the right prospects with the Customer Maps feature.

Photo from the June 2021 Automotive Training Conference

Do you agree with these FOUR statements about Automotive Processes and Systems?

1. Automotive Processes and Systems run your business, whether they are written or unwritten.
   __Yes__No
2. Your People run the Processes and Systems.
   __Yes __No
3. Making your business process and systems dependent, rather than people dependent, is the major objective of the Manager
   __Yes __No
4. Your Daily Operations Silver Bullets do not exist.
   __Yes __No

At You Net Results we utilize what we like to call “YOUTOOLS.” They are a set of automotive business tools that can help you manage your business better as you grow it.

Online and In-Person Training

Throughout COVID, we have been meeting together online. We review processes and systems that help businesses operate smoothly and thrive. We have all gone through many changes during the pandemic. Online learning has helped our businesses pivot and grow during these challenging times.

In June 2021, our 360 Full Circle Group met in Atlanta, GA, in order to share our auto repair businesses’ methods. Look at all of those smiling faces in the photo above after we saw each other in person, shared hugs, and broke bread together. What a great event!

We see such great success among the auto repair shops we coach at You Net Results! Because of that, we are, of course, continuing our online and in-person educational programs.

Now, let’s look at the answers to the questions asked above about automotive processes.

Yes, processes and systems help run your business. However, they are clearer and easier to reproduce when you write down those Standard Operating Procedures down. Congratulations if you have all of your processes documented. However, you are in trouble if they are stuck on a shelf in a three-ring binder collecting dust. They need to be living, breathing, updated SOPs in order to work effectively.

Yes, your people run the processes and systems. But the question remains, are they doing it correctly? If you’re not sure, take a look at what your customers say about your business — both good and bad. Can you identify what must be improved? Can you determine if anyone within your team is sabotaging your systems and processes? If yes, then we can help you determine how to regain control.

Yes, the Manager’s main objective is to make your business process and systems dependent, instead of people dependent. If you focus on the systems and processes, then your business is more scalable. Imagine if McDonald’s could only run if one specific person were present. Would the restaurant be able to stay open as long as needed if it was entirely people-dependent? We think not. Because of well-documented systems and processes, McDonald’s has evolved into a multi-billion dollar, worldwide operation.

Yes, your Daily Operations Silver Bullets do not exist. You simply cannot write down your daily operations once expecting them to hold for a decade. Things change. Systems change, software changes, people change. It is crucial to treat your Standard Operating Procedures as living, breathing entities. “Silver Bullets” imply “one and done”, or “set it and forget it”. If you want your business to be successful, then that’s just not the case.

Take the YOUTOOLS Automotive Processes Journey with Brian Gillis

At You Net Results, we host coaching groups just for auto repair shop owners. Together, we can all reach our own turnaround points. You will move from a business owner to a confident business leader. Then, and only then, you can eliminate everything that is holding you back.