Dissecting Incoming Phone Calls SOP 0220 – to develop a process for dissecting incoming phone calls, determining what we want said, and then making sure we are executing the scripts as you designated, creating a scoring checklist.
SOP #0219 Comprehensive Shop Assessment Tool
Are you Managing People or Processes? Stop managing People – start managing Processes!
SOP #0219 Comprehensive Shop Assessment Tool
Are you Managing People or Processes? Stop managing People – start managing Processes!
Five Steps (chapter 11 page 209)
On October 26, 2021, YNR hosted a FREE Zoom Q & A with former Chipotle co-CEO Monty Moran. Monty detailed his story and his leadership philosophy in the best selling book “Love is Free – Guac is Extra”. Listen in as YNR members and guests ask Monty some compelling questions!
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Described as one of America’s most inspiring and effective leaders, Monty Moran’s unique and powerful style led Chipotle to meteoric growth and success, as the company’s value grew by over $23 billion and more than 2,000 restaurants during his time as co-CEO. Chipotle’s unparalleled rise in revenue, profitability, and shareholder return were fueled by an extraordinary team of over 75,000, united around Monty’s powerful vision of rewarding people based on their effectiveness in making the people around themselves better. Monty, a former trial lawyer, is an avid pilot, author, and filmmaker, who continues to teach how to build empowered cultures by unlocking people’s maximum potential through love, vulnerability, authenticity, and excellent communication.
Monty’s view of effective leadership is unique and refreshing. It’s grounded in his belief that ordinary people, in the right environment, are capable of making extraordinary contributions. He’s found that people, whether in a law firm of 30 lawyers or a Restaurant chain of 75,000 employees, are capable of leading and making significant creative contributions when they work in a culture that ignites their individual and collective growth.
For Monty, “empowerment” is not a buzzword. It’s not a tactic. It’s a way of life. It’s part of the non-delegable responsibility of every leader to build relationships with those they hope to influence. After all, Monty reminds us that the only source of a leader’s power is that others choose to follow. Earning people’s respect requires leaders to love, listen and connect. It requires the kind of vulnerability that is essential to building strong relationships. And, it requires that every person take responsibility for building a culture that causes people to work and play at a high level — consistently.
It was this kind of people-centric leadership that drove Monty’s team at Chipotle to grow from 400 restaurants to more than 2,200, each contributing on average over 2.5 million dollars in revenue, and to earn multiples on Wall St. that rival many technology companies.
In his new book, Love Is Free. Guac Is Extra: How Vulnerability, Empowerment, and Curiosity Built an Unstoppable Team (2020) and upcoming docuseries, Connected: A Search for Unity, Moran explores leading with love, vulnerability, curiosity, and authenticity. He educates leaders to humbly lift up the people around them, noting that the more they do, the more they will be rewarded – professionally, financially, emotionally, and personally. His talks are fun, energetic, interesting, and full of ideas that leaders can actually use to quickly build more engaged teams, and vastly improve results.
Prior to joining Chipotle, Monty was head of litigation and then managing partner and CEO at the Denver-based law firm of Messner and Reeves, LLC, which he led for ten years. Most recently, Monty realized his lifelong dream of becoming a pilot, and flies his airplane throughout the United States to pursue his interest in better understanding and serving Americans, a quest he documents through his startup, Old Tale Productions. In addition, he is a director and chairman of corporate boards, advisor to many entrepreneurs and businesses, a filmmaker, and author.
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?
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.
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.
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.
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.
If you are looking to expand your team and grow your business, you must put your systems and processes in place, so new hires can learn them. Otherwise, you’re in for a surprise with people winning stupid prizes by playing stupid people games.
What?! Yes, that’s right. Let me explain.
How many times have you hired someone who you thought was a promising candidate? Someone who interviewed well, passed your criteria, and looked like a winner on paper. Then, you hired that individual and found later that they were poor performers. Or worse, you thought they were just plain stupid.
Do you really think they were stupid? Seriously, after all that vetting, do you think you hired someone dumb? I would argue that you didn’t hire a foolish person. Instead, you had non-existent or poorly defined systems and procedures in place — if there was any documentation at all — and that “stupid” person was thrown into the fire with no procedural support system.
After all, we don’t hire dumb folks. Instead, we have lacking systems and processes that make them look stupid and force them to underperform.
In short, it’s not their fault. It’s ours. We failed them because no one is inherently stupid. But too many business owners don’t recognize this, and they continue pretending. They’re winning stupid prizes by playing stupid people games. Here’s what I’m talking about:
I was talking with a shop owner recently. During the course of our conversation, he told me everyone he hired was stupid, and they never did what he told them to do. I asked him who hired them? There was silence on the phone. Was it the owner or the people? What prize do you think he won?
Quite frankly, it’s a stupid way to run a business.
Let’s rid ourselves of this “stupid” label and take a different approach.
If you were to build a house and laid the foundation before meeting with the architect, you have on your hands a failed and expensive home-building process. Your systems and processes dictate your success, and we have seen too many small business owners jump into action without having a solid plan called systems and processes in place. That is why Standard Operating Procedures or SOPs are critical to the success of any business.
McDonald’s and other major fast-food chains have learned how to streamline SOPs in such a way that the average 16-year-old high school student can train in one or two days and become highly productive within their first week of employment.
So here’s the question: What is preventing you from hiring intelligent and talented people who prove to you over time that they are worthy? What’s stopping your new hires from reaching success is your lack of Standard Operating Procedures guiding them steadily toward that success.
If you are genuinely searching for a streamlined system that will help your employees win, your business grow, and will lower your stress level, and you need to adapt well-thought-out systems and processes. When you work with You Net Results, we will take you through proven systems and techniques that will help your business grow. Our strategies help shop owners reach their next million dollars in revenue and help their company culture thrive as well.
Who do you know that could benefit from well-documented, seamless systems and processes? If you know anyone who could benefit, including yourself, please schedule a consultation with You Net Results. After all, great intentions don’t pay the bills. If you are willing to invest in yourself and your team, you are on the right track in avoiding stupid people games that waste your time and money.
At You Net Results, we dedicate many training hours to business systems. Our classes and coaching sessions address how to reduce mistakes and prevent lost details. 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.
Brian recently appeared on Remarkable Results Radio to discuss his involvement in the group CAMP (Coalition of Automotive Management Professionals).
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