Comments for Terry's Repair Shop Management Blog

Comment on Repair Shop Management: Why Can’t I Get My People Trained To Act Right? by Chip McAllister

Chip McAllister — Mon, 07 Jun 2010 23:54:04 +0000

Right on Terry,
Nothing hurts like the truth. I wonder how many other owners feel the same way? But sometimes it’s easier just to do it. I know you can feed a man a fish once or you can teach him how to fish and feed him for a lifetime- or something like that. Well keep up the good work, web tools is lot of information.

Chip

Comment on Repair Shop Management: Incentive Pay Plans by Phillip Hoskins

Phillip Hoskins — Thu, 11 Feb 2010 20:30:30 +0000

Terry,
I would be interested in more information on this. We have been trying to implement this type of pay plan but are struggling with exactly how to set it up.

Comment on Repair Shop Management: Incentive Pay Plans by Eric

Eric — Wed, 10 Feb 2010 22:56:45 +0000

Can’t wait to try it.

Comment on Are You Better off Now Than You Were Two Years Ago? by Terry Keller

Terry Keller — Tue, 05 Jan 2010 16:44:07 +0000

Chip,

You will have great success with this kind of attitude and willingness! Your renewed ability to see and believe in what you need to do is exciting! I expect this will spill over to your team and will make this the best year you have had in a while – maybe ever!

Many blessings!

Terry

Comment on Are You Better off Now Than You Were Two Years Ago? by Chip McAllister

Chip McAllister — Fri, 01 Jan 2010 16:07:26 +0000

Terry,
May you and David have continued success. I’m convinced you are on to something, in the last two months I have had a renewed sense of commitment to both my personal success and my shops success because of the tools you have provided me. I commend your commitment to the automotive business and Davids leadership principles. I love your blog and it’s message, which I will be using to address my staff starting with #1- improving the internals, shop process of flowing work thru the pipeline. I look forward to working with you and your staff.

May God bless all you do.
Chip
chipm13@gmail.com.

Comment on Repair Shop Management: Hiring and Retaining Quality People by Terry Keller

Terry Keller — Wed, 09 Dec 2009 16:59:12 +0000

Rick,

These examples you show of the right way to service advise and operate a shop demostrate you know how to do it yourself…problem is your employees don’t know or don’t care to know.
Who’s fault is that? …their leader – you! Yes, you can keep doing what you have been doing and try to drag them along with you…is that what you want? Will that help you reduce the chaos, avoid burn-out or make more money?

I was in your exact position until 1997. I know pretty much how you feel.

If you can’t train them and hold them accountable for a reasonable level of performance, it’s one of two things: 1-they are not capable, or 2-you are not capable.

You’ve got to find out which one. I would start by getting them on a simple, inexpensive system of training and accountability where daily measurement of performance is reported. This will separate the men from the boys. Then you will know how to proceed.

If you want to know more about what we use and what our clients use to do this, contact us directly at contact@autoprofitmasters.com. We would love to help you!

Comment on Repair Shop Management: Hiring and Retaining Quality People by RICK MCMULLIN

RICK MCMULLIN — Wed, 09 Dec 2009 03:05:26 +0000

HEY , RICK HERE AGAIN
TERRY , I AM NOT LIKELY FIT TO LEAD IN ONE SENSE THAT I ALWAYS KNOW HOW I COULD DO EACH JOB BETTER OR THE STEPS THAT WERE MISSED .
A QUOTE GOES OUT SATURDAY NIGHT AND THE WRITER NEVER THINKS TO TELL THE CLIENT THAT AND ALTERNATIVE QUOTE FOR A LESSER PRICE COULD BE MADE IF THE HIGH END PART WAS NOT USED. THE JOB WAS LOST AND WE COULDNT RECOVER , THE CUSTOMER THOUGHT THAT THE ONLY WAY WAS THAT WAY. I NOT ONLY WOULD HAVE DONE A MULTIPLE CHOICE QUOTE BUT I ALSO HAD A USED PART IN STOCK AND COULD HAVE MADE ANOTHER OPTION FOR THIS CLIENT . I WOULD HAVE EXPLAINED THE LESSER WARRANTY AND LACK OF BEING ABLE TO SERVICE AFTER THE SALE . THIS MAYBE WOULD HAVE HAD THE CLIENT THINKING THEY HAD CHOICES AND NOT FEEL RAILROADED AND OFTEN THEY WILL CHOOSE THE HIGHER LEVEL TO SAVE AGGRIVATION .
I AM RIGHT NOW WALKING THE BAYS , FINDING CORES SITTING AROUND NOT BEING RETURNED , NEW PARTS ON BENCHES NOT IN A PLACE WHERE SOMEONE COULD ACCOUNT FOR THEM AND RETURN THEM . I COULD BE SUNK WITHOUT KEEPING AN EYE ON THIS .ALSO I HAVE CLIENTS WALKING IN THE DOOR FROM YEARS OF VALUED SERVICE EXPECTING ME, WOULD THEY STAY ? WITHOUT ANYBODY CALLING THEM BY NAME OR HAVING A RELATIONSHIP WITH THEM .

Comment on Repair Shop Management: Hiring and Retaining Quality People by Terry Keller

Terry Keller — Mon, 07 Dec 2009 22:56:37 +0000

Rick,

I know exactly how you feel. I was there for at least 20 plus years! When an owner is also the manager, and the service advisor, and the quality control guy, and…….it is difficult to break into the type of leadership approach I taught above.

You have to start with personal buy in and commitment to holding your people accountable at a reasonable level through using simple ways to measure their performance. That’s why many shop owners lose their way, burn out or get out – they simply do not know how to teach their people to consistently measure their own performance and report it to the boss daily. They don’t empower their employees to take responsibility.

We use a simple measurement system we developed call WebTools(TM) that allows each employee to see their level of performance in several areas, analyze it, and report back to their supervisor daily on the things they need to improve and specifically what they are doing to correct their underperformance.

Without this type of system which also provides lots of resources such as training by pod cast, and by subject material in our encyclopedia on shop operations, or by CD/DVD, there is no way the producers in the shop understand what is wrong or how to fix it. If you have employees who respond to this type approach, they are of the quality it takes to grow toward the ideal. If your guys do not embrace this method then you have to question if they are the right people for the job. Or you may have to consider whether their leader is fit to lead. Now don’t get upset with me – I was in this boat and it was not fun until I brought on the right type of people. I would be happy to speak with you more about this sometime if you like.

Good luck to you!

Comment on Repair Shop Management: Hiring and Retaining Quality People by RICK MCMULLIN

RICK MCMULLIN — Sat, 05 Dec 2009 02:51:29 +0000

I HAVE A SHOP THAT REQUIRES THE DAYCARE ADVISOR ( ME ) TO BE WIPING UP ALL OVER ,
HOW DO I REPLACE MYSELF A 25 YEAR EXPERIENCED PERSON WHOM CAN SOLVE THE PEOPLE ( CUSTOMER ) DILEMMA THAT THE FRONT DESK HAS AND THE TECHNICAL DILLEMA IN THE BAYS THAT I CAN RECALL THE FIX FROM 20 YEARS AGO AND SHORTENED UP THE SOLVE TIME BY ALOT.
ALOT OF MY PEERS WHOM I APPRENTICED WITH WHO HAVE THE SAME EXPERIENCE IN ONE AREA OF THE BUSINESS OR ANOTHER HAVE GOTTEN OUT OF THE BUSINESS OR ARE BURNED OUT . OR DONT WANT THE RESPONSIBILTY / THE PEOPLE WHO KNOW HOW DONT CARE AND THE ONES THAT CARE DONT KNOW HOW.
I KNOW THIS IS A COMMON PROBLEM AS I SEE FRANCHISE STORES WHERE THE OWNER ISNT THERE LET ALL KINDS OF THINGS SLIP THROUGH THEIR HANDS AND I SEE THE GOOD SHOPS IN MY AREA WHERE THE OWNERS ARE THERE RUNNING THINGS.
THE OLD SAYING GOES , THE BEST MANURE FOR THE FARMERS CROP IS THE SHADOW OF THE FARMER.

Comment on Repair Shop Management: Hiring and Retaining Quality People by Terry Keller

Terry Keller — Thu, 26 Nov 2009 16:32:16 +0000

Chip,

On this Thanksgiving day, 2009, I am most grateful to have good people – fellow shop owners – just like you in my life. Let me express my special gratitude for your kind comments today.

At the age of 59, with 8 grandkids, 4 wonderful married kids with great spouses and the most wonderful wife in the world, why do I spend so much time helping my peers? Why would a man with all this and a very successful, profitable shop which I have remote managed for the last 8 years spend 50-60 hours a week doing this?

Of course it’s a business…it would be impossible to support our clients without great office staff and a set of systems and tools that work. Of course we generate revenue from our efforts. But you see, I could make a lot more money if I had a string of 4 or 5 Keller Bros. Auto Repair shops out there and wouldn’t have to work nearly as hard as I do for my clients.

So why do I do it? The real reason is found in the words you sent me today and in the frequent thoughts and feelings I am honored with from dozens of others just like you. My financial and retirement planning needs are being met from the income of my shop. I certainly enjoy owning that business and taking good care of our employees and customers. However, there’s something very special about making a difference in the lives of my fellow shop owners their families…those who are struggling to scratch out a living just like I did for the first 25 years as a shop owner. My hope is that you and all others seeking a better way will find what you are searching for and if I can be a small part of that, then it’s all worth it.

Thank you so much for making my day! I am looking forward to helping you and your family in every way I can!

Terry