How To Become The Best of The Best

How To Become The Best of The Best

By

Eric M. Twiggs

One reason people resist change is because they focus on what they have to give up instead of what they have to gain.  Rick Godwin

What separates the Top Shops from everyone else?  I pondered this while attending the awards banquet last week at the ATI Super Conference.  Out of 1400 shops in the program, only 12 are recognized as the Best of the Best based on their results and community involvement.  The answer to my question was revealed as I reviewed the name badges of each award winner.    

Upon registration, each conference attendee is given a name badge to wear around their neck.  This year, we labeled each badge with a listing of the previous Super Conferences the owner has attended.  When looking at the names of the Top Shops I observed an interesting trend: Each winner had attended at least 5 consecutive conferences. 

This begs the following question: Are they able to go every year because of their success or are they successful because they go every year?  I say neither.  The fundamental reason for their success, is their habit of making decisions that pay for themselves. 

Most shop owners only focus on the short term costs while ignoring the long term benefits.

For example, I have spoken with several clients who have told me the following: “I can’t send my writer to class for two days, because I’ll have to work the counter.”

The top shops, on the other hand, are willing to make this sacrifice knowing that one implemented idea from their advisor can pay for his trip!  So what other decisions do the best of the best shop owners make that payoff down the road?   Stay with me and you will learn about the two decisions these leaders have in common.  

Digital Tablet Courtesy Checks

While conducting my “Top Shop study”, I discovered some interesting trends. First, 11 of the 12 award winners are using a tablet based courtesy check system.  Secondly, the tablets chat feature, which allows tech’s to instantly communicate with the writers, customers, and each other, has reduced total nonproductive time by an average of 115 minutes per day in these locations!

The monthly fee ranges anywhere from $229 to $400 per month, depending on the provider and the chosen plan. The decision to invest in the digital tablets would pay for itself, even if you only sold one additional estimate per month. 

Imagine what your checkbook would look like if you sold an extra estimate per day in comparison to the paper courtesy check system!

Designated Service Manager

It’s hard to see the picture when you’re stuck inside the frame.   In other words, it’s difficult to focus ON your dreams while working IN the business.   This explains why each top shop has a designated service manager running their day to day operation.  The best examples of this are the most recent ATI Shop of the Year Award Winners Dave & Jan Murphy, owners of Murphy's Autocare. 

When they started their business back in 1994, Dave was the designated service manager at his location.  He worked around the clock and was unable to leave without closing the shop. Six years later he hired his replacement in spite of his fears of not being able to afford him.  This was a decision that paid for itself.

Today, Dave & Jan take an average of 12 weeks of vacation every year.  When they aren’t vacationing they attend 20 group meetings, ATI classes, and various industry conferences, while their designated service manager runs the shop.

The Murphy’s are sticklers for doing an annual goal poster.  It’s easier for them to see the pictures because they aren’t stuck in the “frame”. 

Summary

Becoming a top shop has everything to do with making decisions that pay for themselves.  Attending the Super Conferences, investing in the digital tablets, and hiring a designated service manager, will cause your customers to view you as the best of the best!

Sincerely,

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS.  The best of the best service manager candidates are not actively looking for you.  Email etwiggs@autotraining.net and I will send you 5 specific strategies to attract these passive job seekers.