Shop Owner Open Forum [THA 158] - a podcast by Carm Capriotto, AAP

Panel:

• Rachael Wacha, City Auto Repair, Gainsville, FL
• Kate Jonasee, K-Tech, Sebastopol, CA (MSO)
• Donnie Hudson, Troy Auto Care, Troy, MI (MSO)
• Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KS

Talking Points:

• Kate’s big thing was the improvement in her company culture and the psychology of herself as a leader was impactful.
• Rachael, getting yourself centered so you can make a change with your team
• Some on your team will exit themselves as they choose not to be team players
• Technical and management training is so important to the development of your team
• Donnie does cross-training so each other knows the other job
• Training happens when the culture breeds continuing education
• Localize training needs to be more hands-onHire a national trainer and split costs with fellow shop owners and set up a Saturday for a daytime hands-on
• Labor rates are a reflection of your value proposition. 
• Labor rates should be a function of the business not of the market
• If you did your job right it is never about the labor rate
• Customers want to trust you  
• Rachel sells here value vs price or labor rate
• Customers ask price or rates because they don’t know what else to ask
• Focusing on the customer is part of your culture. They will now it and feel it
• You can offer a value proposition for your customers even if you just started. Start out strong with a strong culture and commitment to your team and your customerSurround yourself with people smarter than you
• Ask other shop owners 90% of them want to help. Put your ego on the shelf. Be humble
• Weavers got completely off of flat rate. They have six-figure technicians on an hourly planYou can tie many performance bonuses
• Donnie and kate has put in place an IRA plan for their techs
• Comebacks:Handled as a #1 priorityThis show the character of the company by how you handle come backs
• Consider a system to track every come back to spot a trend
• Kate and Jeremy are watching the growth of EV’s 
• Kate and Donny are not heavily into Hybrids
• Rachael feels that having peers and colleagues helping her has had a big impact on here business
• Kate feels that her business coach has had a huge impact on her businessShe recently had 36 other shop owners touring her facility where there was knowledge transfer happening for everyoneBonding and Q & A happening
• Idea sharing
• Jeremy has seen the impact of a business coach on the business. A game-changer
• Donnie’s coaching experience is from his local business development group. Sharing, caring, teaching
• Succession planning. How do you plan to doEvery decision you make should be on succeeding the business
• Family businesses have unique dynamics. Open communication is critical
• If you can’t find a successor with the passion necessary you don’t have a good candidate

Resources:

• A special thanks to Donnie Hudson, Kate Jonasee, Rachel Wacha and Jeremy Winters for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Listen to all 

  Further episodes of Town Hall Academy

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  Website of Carm Capriotto, AAP