Observation From a Class I Presented - Matt Fanslow Diagnosing the Aftermarket A to Z - Matt Fanslow - Diagnosing the Aftermarket A to Z - a podcast by Carm Capriotto, AAP

Observation From a Class I Presented - Matt Fanslow Diagnosing the Aftermarket A to Z
I taught a PICO scope class and had a few observationsSome owners/managers were present with their technicians
Some owners/managers were amazed at what the scope could do for themOwners should not ignore business management classes at the expense of technician training
Great chance to learn what other shops are doingDo owners who started as techs become more willing to invest in the back of the house vs the owners that came from outside the business or from the service counter? Are they more willing to spend money on the customer or systems than the back of the house?
It is important to cross-train and get management more involved in the value of equipment and the tools needed to produce timely and quality work in the bays (efficiently, accurately, reduce negative outcomes ) 
I believe techs should have to answer a phone and schedule an appointment and vice versa to keep the team understanding and humbleIf a tech breaks out a piece of equipment that they have not used in a long time and because of training they see value in it, be sure they are not punished for spending extra time

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