Have you ever heard the phrase “Don’t burn your bridges”?
In business, nothing is more important than the relationships we foster. We are all familiar with networking and how critical it can be to success. On the other hand, negative networking can be even more critical. Like any school locker room, hair salon, or restaurant, nothing gets around faster than bad news!
In a worst-case scenario, one soured relationship could lead to an entire network of soured relationships. Your best bet is to treat everyone with equal respect. Good news gets around too, and before you know it, people will be recommending you as the go-to person for mentorship, advice, and service.
Which business relationships matter the most?
This is a trick question; they all matter! Why, you might ask? Because you can never predict or influence how one thing might affect another. We previously mentioned that with the phrase “burning your bridges.” If you outwardly show that you value one person or one relationship differently than another, you risk the chance of affecting things down the line. We highly suggest that you set a minimum standard for how you treat people. That means showing everyone respect. Go out of your way to ask them about their lives and interests, and request their help when you need it.
How do I build important business relationships?
That is an excellent question. It comes naturally for some people, but for others, it is a learned skill. We would like to urge you to look at this sector of your business development like you would any skill. Pour time, attention, and intention into it.
So, what does that mean? That means going out of your way to let people know how much you appreciate them. Reach out to them, ask if they need help, or request their help. Begin making emotional deposits with the individuals in your life; build up that bank account!
Business coaching with You Net Results
You Net Results can help you practice these skills and then plug you into a vast network of like-minded auto repair center owners. Our supportive and collaborative network of shops works together to build relationships and become the best version of ourselves. We do it for the industry because we know a stronger industry means more success for everyone!
Please contact You Net Results today for a complimentary consultation. Brian Gillis and his team will help you build your business bridges and come out stronger on the other end, bringing you one step closer to your revenue dreams! Let’s make this summer the greatest summer of your business life!
There is power in mastering your actions. It gives customers the peace of mind that your auto repair shop will stand the test of time. You want the people in your personal to understand that your actions are backed by practiced consistency and dedication to your goals. This translates to your automotive business as well; how consistent are you?
How do you document invoices?
Are you documenting every transaction and every invoice you produce? Is there a dedicated method for documenting invoices? Does your auto repair shop use an SOP for logging and filing your invoices? Is everyone on your staff on board with the process, or are things getting lost in translation? This is where you can really benefit from structure, which includes documented SOPs and Action Flow Charts.
Do your invoices lack details? Is it difficult to discern what information is relevant when you need to reference it? “The devil is in the details,” as they say, and this has never been more true than with your invoices.
What are your step-by-step procedures?
Where exactly do you start? Do you have the entire process documented? Have you written SOPs, and is everyone on board with following the process? A well-documented step-by-step procedural outline is essential for both seamless training and consistent improvement over time.
Beyond that, if and when you sell your business, you want the buyer to know what makes you so great. Why does your business consistently achieves great results, and how can they replicate them when they take over? Standard Operating Procedures (SOPs) serve as a handbook to all of your success, and, furthermore, they will net you a higher selling price when you decide to sell your business. They make it easier to phase yourself out of day-to-day operations, thus giving you more time with your family and loved ones.
Action Flow Charts – WHY?
How can Action Flow Charts help you run your shop?
We believe in the power of consistency! When you center your operation around effective action-based flow charts, it will You can reduce bottlenecks and lead to a less stressful business future.
Communication is the key to success, so action flow charts fill in the gaps where humans naturally fail. It’s impossible for everyone to communicate perfectly, every time. However, we can design a system of Action Flow Charts, tools that fill the spaces where we fall short.
Through YOUR Power of Consistency
In the end, it comes down to your power of consistency and how ready you are to take your dream future into your hands. We all have a vision of what we want our future to look like, so let’s work together to turn that into a reality.
The best way to get started is to start! We can help you with the process by plugging you into an invaluable community of fellow auto repair shop owners! Then, we will help you design your SOP and Action Flow Charts to meet your next revenue goals.
Are you having difficulty designing and writing your SOPs? Is it impossible for your to figure out your Action Flow Charts? Don’t worry, You Net Results is here to help you. This is exactly the value you get when you choose an effective business coaching program.
Contact us today for a complimentary consultation. Brian Gillis will walk you through the process and help you get started, connecting you with like-minded individuals, all dedicated to improving each other’s businesses and lives.
February fills us all with emotions. As business owners, we often experience emotions others don’t deal with. Owning a business is incredibly stressful, and it is even worse if you take it all on your shoulders with the “Lone Wolf” approach. We know that self-made leadership is a myth. Emotional withdrawals get worse the more we turn away from the team that’s there to support us.
Emotional withdrawals happen when we fail to rely on the team and people around us to do their best; instead, we take the burden of everything on our shoulders. Our crews are there to support us and help us reach the next goal in our organization, and we can’t do that without them. This February, we want you to focus on making emotional deposits. Build that relationship bank account up, so it isn’t such an issue when you need to make a withdrawal. If we want to be effective leaders, then we want our teams to have agency in their positions. Therefore, we have to give them the room to own what they do. Believe in them, and then they will believe in you!
Watch our General Manager Process meeting at this link. You will definitely learn more.
More About Emotional Withdrawals
Most of you are owners and perhaps the General Managers of your businesses! So, do you have the tools in place to help you be successful? Do you find yourself making emotional withdrawal after emotional withdrawal? Well, maybe you need a set of tools in order to help you sort things out and find out what that problem “something” really is.
How can “Action Flow Charts” help you run your shop?
Have you ever found yourself doing one thing, just to have it undone by someone following you up? Scenarios like these are all too common in the business world, and this is where effective business coaching can take you to the next level. Action Flow Charts can help you design a system of processes that ensure everyone is doing the next best task in the process. You have a customer, a service advisor, a technician, and an interconnected web of communication tangled in-between. The opportunities for mistakes are big, especially without effective “Action Flow Charts.” You know that “something” is wrong, but you can’t quite figure out what it is! Sometimes you need someone with fresh eyes to come in and help you see the problems in front of you.
Through YOUR Power of Consistency
You are the only one that can hold yourself responsible at the end of the day. The power of consistency comes down to staying on top of the tiny tasks, day after day because you know they all stack to bring you closer to your greater goal. We are better leaders when our team knows that they can rely on us to be consistent. In return, we want the same thing from them, so show them how to do it and lead by example.
Take February to work on the relationships that mean the most to you. Your family, your loved ones, and the employees you foster in your business. The happier we are, the more we love; and the more we share our love, the better we are as people and business leaders. When you nourish your soul, your business will follow.
Exhausted From Emotional Withdrawals? We Can Help!
You Net Results’ team, tools, and processes are here in order to help you reach your next revenue goal! Struggling with emotional withdrawals and not even sure how to make a deposit? Our business coaching can help you build the structure to inspire your staff. Let’s maximize this daily operations opportunity!
Contact us today for a complimentary consultation. Brian Gillis will walk you through the process and help you get started, so you can make 2022 the best year of your business career.
Brian Gillis recently joined host Hunt Demarest and fellow guest Tim Shaffer of Level 6 Consulting to discuss the state of the automotive industry and what their shops are doing to adapt in these strange times.
Hunt jumped right into the main topic as he addresses challenges auto repair shops are facing today. As we close out 2021, issues such as parts shortages, technician shortages, and scheduling difficulties dominate shop owners’ minds.
Although many issues are present, Hunt pointed out that most of the shops his accounting business deals with are doing great numbers. Brian and Tim agreed the same was true for their clients, despite the precarious state of the late-pandemic world.
Automotive Industry Scheduling Issues
First, Hunt addressed the scheduling quandary many repair shops were facing. While needing to schedule two to three weeks ahead may sound like a good thing, it can be hard to keep up with. He pitched to Brian for advice.
Brian pointed out that in this situation, it is inevitable that you may have to turn away some customers. Missing out on quick turnaround jobs such as maintenance inspections leaves easy money on the table. How could we address that problem?
The first area we should address in that situation is staffing. Do we have enough people? We need to take a look at our operations and make sure we even have the space to add on more techs to handle the extra work.
Hunt asked Tim if prioritizing specific customers or jobs ever comes up when work is very busy. Tim confirmed it was true. His shop must find a way to cater to its highest profit jobs and most loyal customers. Being honest with everyone else about delays and making concessions where they can is key. Hunt pointed out that consumers are getting used to delays in all industries, including auto repair, due to supply chain issues. Thus, communicating about delays should be easier.
Is Our Automotive Industry Shop Properly Staffed?
Hunt pitched to the issue of staff shortfalls and shortcomings to Tim. Is this busy time still a good one to examine letting go a problem technician? In his experience, adjusting workflow to one tech to one bay has increased profits, despite putting more work on each worker.
In Brian’s experience with our clients, hiring comes down to two R’s: Retention and Recruiting. We must have systems in place to both hire young, inexperienced workers and pair them up with older technicians who can help them reach the goals owners set for them. Brian pointed out that many unskilled positions may currently pay more per hour than a starting technician. However, we can provide incentives for long term growth which we can use to sell them on these positions. It is hard to argue with hard numbers that mechanics can reach at regular intervals.
Brian mentioned that we must always keep recruiting. Since good techs are the hardest staff to come by, we have to keep our focus on how to reach out to the staff we need. A skilled A-Tech is likely not looking for work, but your service advisor likely knows who the best technicians working in the area are. If you play your cards right, you may be able to lure them in to work for you. Get creative. Be aggressive. Don’t be afraid to go into another shop for a small job and size up their workers.
Training Apprentice Technicians
A listener asked the automotive industry roundtable to discuss the challenge of hiring apprentice technicians when existing staff seems too maxed out help to train them. Tim responded that it takes a team effort from everyone in the shop. Incentives for A Techs who put in extra hours to train apprentices are also a must.
Brian pointed out that the process is a tradeoff. A Techs may lose some work time when they are training apprentices, but the young workers can perform less skill intensive tasks to balance that out. Paying the tech who is doing the training a bonus for the extra effort helps on the other side. Brian also mentioned that many shops are just one technician loss away from going out of business. Therefore, we need to be sensitive to what our techs need, salary and incentive wise. One on one mentoring sessions and continued training are key to keep that connection going. Keep an eye on what other shops in your area are doing, and adjust your incentives in order to keep your best technicians.
Automotive Industry Labor Rate Increases
A live viewer asked if this a good time to increase labor rates. Hunt emphatically says yes! Selling on parts and labor is an antiquated method, and package deals are more common instead. The host made the point that inflation and the increased costs of many other goods and services justify an increase in our hourly rates. Brian made the point that we can’t eat the rising costs of parts. We need to instead incrementally increase what we charge for labor monthly to cover that, as well as to reward our teams fairly. Ask yourself what a dealership can do that you can’t. Why are you charging lower rates than them, then?
Looking Ahead to 2022 in the Automotive Industry
Tim feels that everything comes back to relationships. We want to be the the auto shop multiple generations of families return to. This can’t be done unless we communicate to our customers that we truly care.
Brian again emphasized the importance of staff retention for navigating the future. Regular team meetings, meals together, and retreats can build relationships amongst our staff. They will then be less likely to go elsewhere. Also, loaner cars are a must offer, especially when we have a backlog of jobs. We may be overflowing with work, but we must not become complacent. Consistent phone scripts, key to key friendliness, and great service will pay off when we have to hunt for jobs. Word gets around, whether it’s a good or bad review.
Finally, Hunt asked for one last tip for owners trying to navigate the automotive industry in 2022. Tim said that while business is up, we need to build our cash reserves to prepare for an inevitable downturn. Brian emphasized that we must a positive company culture. Retention is so important, and fostering an environment your staff never wants to leave will pay dividends in so many areas. Keep recruiting the right people, and assure them every day that they chose wisely by joining your team.
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.
Try The Kukui Auto Repair Marketing Service For Yourself
After watching this video, we are confident that you’re ready to take the next step. Your auto repair business is poised for explosive growth! Click here and hit the “Refer Someone for a Demo” button today to get started!
Photo from the June 2021 Automotive Training Conference
Do you agree with these FOUR statements about Automotive Processes and Systems?
Automotive Processes and Systems run your business, whether they are written or unwritten.
Your People run the Processes and Systems. __Yes __No
Making your business process and systems dependent, rather than people dependent, is the major objective of the Manager
Your Daily Operations Silver Bullets do not exist.
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.
Are you ready? Let’s do this!
Don’t keep hiding in the weeds! Let’s Maximize our Daily Operations.
To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies, and then find ways to improve both your annual revenue and company culture.
We all know that it is challenging to pick up new habits, but anything worth doing can be hard at first. You have to keep in mind that every person has their own pathway and their own method of success. However, we all have one thing in common: how difficult that changing your mindset can be. Always remember that everything is possible when you put in the work to achieve it!
What are some of the things that you personally think about when it comes to achieving success? Is it…
Here are some helpful videos which can help you upgrade your own success habits. We collected these from some of our very favorite thought leaders:
Denzel Washington “Fall Forward”
Simon Sinek “This Will Change How You View Success”
Grant Cardone “Tips To Become Successful”
Gary Vaynerchuk “The Most Important Habit of Successful People”
You Net Results are here to help you form your own success habits
You may think that you have good luck or bad luck, but the truth is that your success will only come with the habits that you create for yourself! Remember that for a business to start, it needs both help and support from many different people. The team at You Net Results is always right here, and we are waiting to help you!
We believe deeply in you, and we know that you can do this.
Sign up now and receive 16 hours of habit-forming front counter training each and every month!
You Net Results’ very first live automotive training event took place on June 23-26, 2021. Our group of auto repair shop owners, general managers, and service advisors gathered in Atlanta, GA for intensive learning experience. Let’s recap what made our first event so special!
Automotive Training Event Day One – Conference Meeting #1
After our bus arrived and we settled in at the hotel, we met for an insightful series of discussions. Brian set the table for our intense day of learning, then we reviewed the Monty Moran book “Love Is Free, Guac is Extra”. Afterward, Upswell Marketing Agency President Tim Ross discussed marketing strategies.
After lunch, YNR members circled up for roundtable discussions on both leadership and marketing. Each attendee was challenged to bring their own ideas to the table.
Finally, Jennifer Filzen of Rock Star Marketing gave an exciting presentation on how shop owners can use video marketing to leverage their brands. Once Jennifer finished her talk, we all discussed the shop tour the following day and adjourned.
Day Two – Shop Tour of Chloe’s Auto Repair
Our in-person shop tour took place at Chloe’s Auto Repair. YNR members got to see up close and personally what makes the Chloe’s team so successful. Our group saw the front of house crew in action, then moved on to observe the layout and site of the shop. Finally, they observed the rest of the shop’s employees in action.
After breaking for lunch, we held a panel for shop owners to quiz Chloe’s team about their procedures. When our group’s questions were all answered, we adjourned to rest up for the last day of the event and our most intense session.
Day Three – Conference Meeting #2
During our Saturday meeting, our group of shop owners joined in a variety of breakout activities. We started with our popular Dollar Time game, presenting our best business ideas to the group. There may or may not have been a cash prize for the shop owner who best argued for their idea.
Our trip wasn’t all work, no play! We made time to relax and see the sights around Atlanta.
Want to attend our next 360 automotive training event?
Do you want to take part in our next automotive training event? Click below to buy an individual event ticket, or join our 360 Members Group so you will always have a seat to our live events!
We learned what we would no longer tolerate as business owners who want to grow our annual revenues.
Marketing is nothing to fear.
Potential clients will more often say yes to you when you communicate with them and educate them through video marketing.
We discovered that going for no really means not giving up until we have found our God-given purpose.
Take the NO Fear Journey with Brian Gillis.
At You Net Results, we offer coaching groups for auto repair shop owners and service advisors. Together along with your fellow automotive professionals, you can reach a turnaround point. Then, you will evolve from a business owner to a confident business leader, by eliminating the obstacles holding you back.
Are you ready? Let’s do this.
If you’d like to find out more, then contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and then find ways to improve your annual revenue and company culture.
Are you feeling crushed under the weight of running your business? You’re not alone. Many auto repair Owners and General Managers wonder why running their businesses is so hard. But not all of them. What strategy is in play to create their success?
Strategy – Big Picture Planning
We often hear the mantra, “Work Smarter Not Harder.”What does that mean? Let’s talk about Strategy versus Tactics for a bit. Understanding the difference between them is critical to your business’s success.
Strategy is looking at the big picture planning you need to do before diving into the tactics. If your spouse wants you to build her dream house, you don’t just run to Home Depot and purchase a pile of bricks. If you HAD a pile of bricks laying around in the backyard, would you then start laying them out? No. You would end up with a disappointing mess, as well as an unhappy spouse. Not good.
When you want to build your dream house, there are specific steps you need to take before beginning the build process. First, you need to purchase the land and survey the land. Next, you will meet with an architect and draw out the plans. Then, meet with the builders, acquire the permits, and make sure there is money in the bank to pay for it all. That’s called strategy.
Tactics – Laying the Foundation
After all that, THEN you can begin laying the foundation. You’ll be counting the number of bricks you’ll need, setting up the framing, installing the infrastructure, hiring the electrician, and so on. That’s tactics.
If you try building that dream home without strategy or tactics, you’re screwed. It doesn’t matter how good the architect and builder are. Without strategy and tactics, you get stuck with analysis paralysis! You wonder why that dang house has become such a money pit.
How Do Strategy and Tactics Apply to Your Auto Repair Business?
Well, if you want to build your ideal company, then you need to put together your strategy. Once your business plan and marketing strategies are mapped out, you need to employ the tactics that will get you there.
Fortunately, You Net Results has the experience to walk you through both the strategy and tactics you’ll need to get your business to the next million dollars in annual revenue. It’s not an overnight project. It takes a lot of work. However, it’s a solid plan that will help you reach your goals, as long as you implement and take action.
At You Net Results, we facilitate coaching groups for auto repair shop owners. Together, we can all reach a turnaround point. You will emerge from the experience of moving from a business owner to a confident business leader. Thus, you will eliminate the obstacles that hold you back.
Are you ready? Let’s do this.
To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and find ways to improve your annual revenue and company culture.