Every type of culture imaginable within a business starts with leadership. There are no exceptions, so the first step is to take personal responsibility as a leader and personal accountability for your leadership results.
You never know who will walk through your doors. The lady with the old car may have new money. That irate fellow you just spoke with may have an Instagram following. The key to attracting your ideal customer is to assume that everyone is a VIP.
After my 30 years in the people business, I can tell you that my wise grandmother was absolutely spot on when she said, “Do not judge a book by its cover. I am telling you, you’d better look at them from the inside, out.”
Throughout the course of the three-day weekend, collision shop owners, their spouses, parts vendors and Management Success staff members addressed hot trade topics such as scanning, DRPs and employee management.
People with good work ethic and reasonable intelligence tend to learn and adapt, and most succeed over a period of time. Yet the step into true management roles that include supervising other people and assuming a higher level of responsibility is different.
TCN, Inc., a leading provider of cloud-based call center technology for shop and dealership contact centers, launched AgentSMS, a new SMS texting feature for its cloud-based contact center platform, TCN Platform 3.0.
We realized sitting around a conference table with only the owners and a couple people from management discussing budget, gross profit, sales mix, cycle time and the other key performance indicators was not the path to effect change.
When something doesn’t go right with a job in one of our shops, it’s almost always because someone deviated from our system. They skipped a step, for example, usually not because they’re being lazy or trying to cut corners, but just because they think it may save them some time.
Our Collision Repair newsletter from ABRN provides up-to-date news, innovative products, technical discussions and shop management features designed to enhance your business. Published every Tuesday and Friday