Stop Selling From Your Wallet [THA 208] - a podcast by Carm Capriotto, AAP

https://youtu.be/YZgOVNPp3yM

Keith Knowlton. Keith and Linda started LK's Auto in 1994, Keith has been in the automotive business since 1979 working as a gas station attendant. Keith has been an ASE master technician for 25 years, AAM degree, and completed many Service Advisor courses being able to run 5 technicians with over 100k in sales each month. Keith wants to have complete customer satisfaction while expanding sales. Keith’s previous episodes are https://remarkableresults.biz/?s=Keith+Knowlton (HERE).

Andy Arndt has now has three shop buildings rather than two. He owns the original two and also rents a building across the street. Andy has one son in the business, Corey, who acts as general manager. . Andy’s previous episodes are https://remarkableresults.biz/?s=Andy+Arndt (HERE).Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores

Hired and Trained over 2000 staff membersBudgeting and Profits Brian’s Specialty

Smooth as silk with customersBrian’s previous episodes are https://remarkableresults.biz/?s=Brian+Gillis (HERE).

Key Talking Points: The panel played a game on how much each of them would spend on certain items:Gym Membership

Dress Shoes or BootsBirthday Gift for a Good Friend

Surround Sound SystemLaptop Computer

Family PetNecktie

Bottle of WineIt’s not a matter of how much disposable income someone has… so we can’t look at a customer and just start making decisions on pricing

Technician recommendation vs Invoice… ask the advisor why didn’t you recommend the repairsDon’t think for the customerDon’t be a bleeding heart for customers

Having sympathy for older customers... can cost youHave empathy, but don’t give away the shops moneyDon’t think “wow, this is gonna cost a lot of money”

Push that thought to the sideIf not, you will be limiting your potential

“Wisdom Credits” for seniors, emotional attachmentIs there sentimental value to the carBe tough on coupons

Guidance for the boomer generationHave senior or military discounts pre-established in your booksHave discounts across the board so you’re prepared for it $$

Don’t put money ahead of safetyPeople play the poverty story all the timeDon’t compromise the safety of a vehicle over money

If they are truly down on their luck financially, you can...Prioritize the repairs in an effort to help the customer

The power of understanding the profit and lossKnowing what the parts costsHaving an understanding of the overhead costs

Teach your service advisors these costsThe goals for average work order can result in a loss of salesDon’t just hit the goal, work beyond that

Don’t get complacent in the afternoon if you’ve had a good morningFinal WordsBrianRun out there and run this game

AndyThe help from Brian with my advisors is amazingKeithIt’s always about training, about getting better

Always identify the next training needsToo many times we think about our own money tolerance instead of the customer needs

We think what others believe is a lot of moneyWe have different lines in the sand, you’ll limit yourself to and your potential

Don’t make the customer decision for themResources:

A special thanks to Keith Knowlton, Andy Arndt, and Brian Gillis for their contribution to the aftermarket.Books Page https://my.captivate.fm/books/ (HERE)

Listen to all https://remarkableresults.biz/remarkable-results-radio-podcast/ (Remarkable Results Radio), https://remarkableresults.biz/for-the-record/ (For The Record) and...

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