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service advisor

Here’s a clip from our Clear Counter Communications webinar. Brian and the class discuss the concept of the Black Dot. This is a method Service Advisors can use to mark lost customers – those who have ghosted their appointments, or otherwise have not returned. Through call reviews, we can determine how that happened. Could it be because our Service Writer team is not saying “yes” enough?

In this clip from our Clear Counter Communications series, Brian talks about Payoff Gestures. These are gestures for auto service writers to increase repair sales and explain customer repairs. Whether you’re on the phone with a client, or speaking with them face to face, your gestures can make a difference. Standing up, sitting down, using your hands, and facial expressions all tell different stories and give different signals to your clients.

What Are YOUTOOLS?

Auto Repair Shop owners getting hyped about Automotive Processes and Systems

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.

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.

Go for NO!

Go for NO!

Photo by Isaiah Rustad on Unsplash.

When you hear the phrase, “Go For No,” how does that make you feel?

  • Does hearing “go for no” make you uncomfortable?
  • Do you feel kind of creepy or pushy?
  • Does it trigger fear of rejection?

What if I were to tell you that the services you offer could be the answer to someone’s prayers?

What if I were to say that money and the exchange of it is a dignified conversation?

Do you suppose then that talking with clients and finding out their needs could be a good thing?

When you Go For No, you’re not pushy. 

You’re not even confrontational. Instead, going for no is a simple conversation that finds out what your clients need and don’t need. 

If you fear hearing the word “No,” I invite you to join me on a journey. Let’s examine why that word is one of the most helpful words on your path to success.

  • “No” defines boundaries.
  • The word “No” allows you to “know” your client better.
  • “No” helps you know where you stand and what needs to improve before you can get to yes.
  • “No” is “no-thing” to be afraid of in business.

That’s why we say “Go For No.”

Go for No and your automotive repair customers will eventually say YES!Our 360 Group recently met for our first in-person event in Atlanta. It was a great time, and we all learned new techniques about running our businesses better. 

Along the lines of “No,” we learned incredible things about both ourselves and our team members. 

  • 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.

Strategy session - drawing up business tactics for auto repair

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? 

Everyone needs a strategy, from your technicians to you, the owner and managerWell, 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.

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