Repair Shop Advice

Archive for December, 2022

Pay Probably Isn’t the Reason You Are Losing Techs

December 29th, 2022

If you have recently had a tech or two leave your shop what reason did they give you? Was it pay? Even if the pay was a nice bump over what you were paying them, do you think that is the real reason they left?

As you’ve probably observed many times, when humans make a big decision there are often two stories – the truth, and then the story they tell you to make you feel better about it or to avoid a discussion about the truth. And most often, we are willing to believe the story because it makes us feel better and helps us avoid having to make hard changes.

In this case, if we believe the tech left because of the 20% pay increase it helps us avoid having to deal with the work environment or cultural issues we don’t want to face. We don’t have to address the sniping amongst employees or the way we don’t thank them for their work or that we don’t try to connect with them as a human or offer any flexibility in their work schedule.

We couldn’t pay them 20% more so they left. They just wanted more money. Right? Or is that the story we are telling ourselves to avoid having to face the truth?

bag full of money

Was It Really the Money?

The highly respected workplace research firm Gallup recently conducted an analysis that found that engaged employees need a 31% pay increase to even consider taking a job somewhere else. 31%!

The same analysis showed that employees who are not engaged, and even actively disengaged, want a 22% pay increase to change jobs.

Now the story is starting to become clearer. Our tech left for 20% more and if you compare that to the Gallup research that says actively disengaged employees want 22% more, it’s time to take a hard look at what life at the shop looks like and feels like for our employees.

Auto Repair Technicians Want the Same Things as All Employees

Sure, if you ask anybody if they’d like more money, nearly 100% of people will say yes. But in most cases if an employee is directly asking you for more money it’s to compensate for “poor management and a poor employee experience” as it says in the Gallup article.

What they are really saying is that you are going to have to pay them more money if you expect them to work long hours or put up with the people they work with or put up with the conditions of the shop. Or put in a not so gentle way, “these things suck about working here, if you want me to stay you are going to have to pay me more to put up with them.”

Unfortunately, once somebody has gotten to that point it’s a no-win situation. The exception is if you can find a way to fix the real problem. Gallup says the best predictors of employee retention are:

  • Overall job satisfaction
  • Organizational commitment
  • Work environment
  • Level of stress
  • Workgroup cohesion

If you don’t fix those things, your employee is likely to keep asking for more money until they realize that it doesn’t truly compensate for the stress and damage the job causes and then they will leave.

It’s also important to know that increasing base pay for an employee has been shown to have an insignificant effect on performance. If you want to increase performance focus on fixing the five elements in the list above.

Now Is a Good Time to Change

The end of the year is a time for many people to look back and then look forward. If your look back includes the loss of a number of good employees I encourage you to take a hard look at the work environment and culture of your shop.

  • Do you show employees your appreciation in small and big ways?
  • Do they know the shop is committed to their wellbeing and that you care about them and their families?
  • Do you or does their manager work to personally connect with each employee?
  • Does everybody treat each other well in the shop?
  • Is there a team atmosphere that helps lift somebody up when they need it?

Those are just some of the things that you should be considering. For more information check out:

Webinar – Recruiting and Keeping Talented Technicians (This is a recording of a live webinar from four years ago but it’s still just as relevant today)

Podcast – What Do Technicians Think Is The Most Important Aspect Of A Job With Jay Goninen from WrenchWay

Blog – Technicians Answer: What’s the Most Important Aspect of a Job?

Blog – Setting New Employees Up for Success

Change is never easy. But it’s only going to get harder to recruit technicians. Gain an advantage by making sure you’ve got a work environment and culture that helps you keep the good people you have. They can often be your best source for new employees.

Bowen Street Garage in Longmont CO for Your Next Car Repair

December 27th, 2022

Bowen Street Garage in Longmont CO is the place to go to get your car up and running in top condition. The team has a passion for cars and will treat you and your vehicle with respect. Some of their services include transmissions, engine maintenance and repair, oil changes, and brake servicing just to name a few. For the best auto repair in Longmont, stop by the shop at 51 Bowen St, Longmont CO 80501 or call 303-651-2220 to schedule an appointment.

Blue Diamond Performance – Sacramento CA – Your Hometown Diesel and Truck Equipment Repair Specialist

December 27th, 2022

Sacramento CA area vehicle owners – Blue Diamond Performance is the place to go for all of your car repair needs. All repairs are carried out by their certified, expert technicians, and they have years of experience. They do everything from oil changes to a complete engine overhauls. They use high-tech diagnostic equipment to guarantee your vehicle is repaired correctly the first time. Additionally, they only use the highest quality replacement parts, filters, oils, and components. Call the shop at (408) 466-3924 for an appointment. You can also visit them at  7551 14th Ave B Sacramento, CA 95820 today for Sacramento‘s best auto repair services.

 

Avus Autosport – Glendale CA – Your Premier Shop For BMW, Porsche and Mini Cooper Repair.

December 27th, 2022

If you want exclusive car care for your BMW, Porsche and Mini Cooper vehicle, check out Avus Autosport. They specialize in BMW, Porsche and Mini Cooper vehicles and will know just what you and your car need. They can handle anything you might need to keep your car in top condition. Some of their services include Brakes, Air Conditioning, Engine Repairs, Windshield Replacements and Convertible Tops. Give them a call to find out more at 818-500-7663. Or, stop by and visit them at 312 Vine St Glendale, CA 91204.

503 Auto Repair – Keizer, OR – ” The Best Auto Repair Services In The Area”

December 21st, 2022

Keizer, OR area vehicle owners – 503 Auto Repair is the place to go for all of your car repair needs. All repairs are carried out by their certified, expert technicians, and they have years of experience. They do everything from oil changes to a complete engine overhauls. They use high-tech diagnostic equipment to guarantee your vehicle is repaired correctly the first time. Additionally, they only use the highest quality replacement parts, filters, oils, and components. Call the shop at 503 922-0051 for an appointment. You can also visit them at 1243 Candlewood Dr Keizer, OR 97303 today for Keizer‘s best auto repair services.

What Do Consumers Think About Being Asked for Reviews?

December 21st, 2022

We have spoken to a lot of auto repair shop owners and managers who have told us that they don’t like to bother their customers by asking for reviews. Is that feeling justified? Do consumers really dislike being asked for reviews?

The great news is that the fine folks at Moz have helped us get a lot more insight into what consumers think about being asked for reviews as part of their Impact of Local Business Reviews on Consumer Behavior Report. We covered in detail their findings about how consumers evaluate reviews and particularly how that affects repair shop owners in the blog last month.

This month we are going to highlight the results of some of the questions they asked 1,300 consumers in September about being asked to leave reviews.

Before we look at some of those questions, here’s an important word of warning. You should not be rewarding people for giving you reviews. This is unethical at best and could qualify as illegal.

They did ask the question in the survey and 40% of the consumers said they had businesses offer money, discounts, or gifts in exchange for writing a review. Please don’t do this or try to manipulate your reviews in any way. If consumers find out that you have even one “fake” review it will completely destroy your credibility.

Now, onto the questions…

Has a local business asked you directly for a review in the past 5 years?

61% of the consumers said that they had received at least one direct request for a review during the past five years. That means that 39% of consumers were not asked one single time by a local business for a review over the previous five years. That all adds up to a lot of missed opportunities.

If you have been asking your customers consistently for reviews than you likely have a leg up on your competitors. If you haven’t been asking for reviews you can start today and still likely be ahead of most of your competitors.

When asked by a business to leave a review, how often do you do so?

When asked by a business to leave a review how often to you do so?

This chart shows why it’s worth your time and effort to ask for reviews. More than 50% of consumers will always or usually leave a review when asked to do so. An additional 34% will sometimes leave a review when asked to do so. The quick summary – when you ask your customers for a review, most of them will leave one for your shop.

How do you prefer to be asked for local business reviews?

How do you prefer to be asked for local business reviews?

Notably, this is a select all that apply. As you can see email is the preferred way, with in-person right behind it. Text comes in third at 29%.

This is one of those things where the better you know your customer, the better you can modify your approach to fit their preference. If you’ve been communicating with a customer the whole time via text then there is a high likelihood that they are going to be good with a text request for a review. The good news is that our Integrated Reviews portal allows you to request a review via email and/or text.

Why do you write local business reviews?

Why do consumers write local business reviews?

This is a really important question to highlight. As mentioned in the intro paragraph of this blog, many repair shop owners tell us they don’t like to ask for reviews because they don’t like to bother customers. However, as seen in the answer to this question, 73% of consumers said they write local business reviews “To let others know my experience.” It is important to them to guide others to good businesses and away from bad businesses.

If you have delivered great service to a customer and you ask them for a review, you are helping them fulfill their mission to let others know of a good quality business that they can trust. Consumers are not just writing a good review for you, they are writing a good review to help all the other vehicle owners in their community identify a great shop to take their vehicle to.

So if you’ve hesitated in the past or been resistant to ask your happy customers for reviews, I hope that seeing the results of that survey question will encourage you to start asking more consistently.

Our Integrated Reviews platform helps our customers get more online reviews. To learn how we can help do that for your auto repair shop, call us at 855-294-6397 or schedule a meeting with us at a time that’s convenient for you!

Advantage Towing & Recovery – Louisville KY – ” Roadside Services You Can Count On”

December 20th, 2022

If you’re stuck on the side of the road or your car won’t start in Louisville, KY, call the experts at Advantage Towing & Recovery who can not only tow your vehicle when it breaks down, but also repair it. Located at 4534 Poplar Level Rd Louisville, KY 40213 they know how to get your vehicle running smoothly again and their goal is to get you back on the road as soon as possible. They have years of experience and offer a range of car repair and maintenance services including Junk Car Removal, Secure Auto Storage Lock, Small and Medium Truck Towing, Flat Tires, Lockout Services. For towing in Louisville, KY, call Advantage Towing & Recovery at 502-749-2233.

Affton Auto Service – Affton MO – ” The Best Auto Repair Services”

December 20th, 2022

Affton, MO area vehicle owners – Affton Auto Service is the place to go for all of your car repair needs. All repairs are carried out by their certified, expert technicians, and they have 30 years of experience. They do everything from oil changes to a complete engine overhauls. They use high-tech diagnostic equipment to guarantee your vehicle is repaired correctly the first time. Additionally, they only use the highest quality replacement parts, filters, oils, and components. Call the shop at (314) 351-1352 for an appointment. You can also visit them at afftonautoservice.com today for Affton‘s best auto repair services.

 

Star Motors – Ventura, CA – “The Best Repair Shop in Town”

December 5th, 2022

Star Motors is the place to go for all of your car repair needs in the Ventura, California area. All repairs are carried out by their certified, expert technicians, and they have years of experience. They do everything from oil changes to a complete engine overhauls. For instance, they use high-tech diagnostic equipment to guarantee your vehicle is repaired. Additionally, they only use the highest quality replacement parts, filters, oils, and components. Call the shop at 805-658-2978 for an appointment. You can also visit them at 1649 Palma Dr Suite F, Ventura CA, 93003 today.